Yokohama Release Notes

Last updated: 01/29/2025

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 Table of Contents

Yokohama release notes.....................................................................................................................4

Using the release notes................................................................................................................ 5
Build your own release notes.......................................................................................................7
Learn about the Yokohama release.......................................................................................... 9
Release notes for upgrading from Xanadu......................................................................10
Release notes for upgrading from Washington DC.......................................................349
Release notes for upgrading from Vancouver.............................................................. 368
Available patches and hotfixes....................................................................................... 390
Browser support.................................................................................................................. 525
Accessibility and conformance....................................................................................... 526
Prepare your upgrade.............................................................................................................. 527
ServiceNow upgrades........................................................................................................528
Pre- and post-upgrade tasks for various products.........................................................531
Upgrade planning checklist..............................................................................................532
Upgrade tools and resources........................................................................................... 538
Upgrades and the ServiceNow Store.............................................................................. 540
Upgrade to the Yokohama release........................................................................................541
Phase 1 - Read the release notes and plan your upgrade..........................................542
Phase 2 - Prepare for the development instance upgrade......................................... 544
Phase 3 - Verify your upgrade configurations and schedule the development
instance upgrade in Now Support ................................................................................. 545
Phase 4 - Upgrade and validate the development instance......................................549
Phase 5 - If applicable: Upgrade and validate your other non-production instances,
such as your test instance................................................................................................ 551
Phase 6 - Prepare to upgrade the production instance.............................................. 552
Phase 7 - Upgrade the production instance..................................................................554

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Yokohama release notes
®
The ServiceNow Yokohama release includes new products and applications, as well as
additional features and fixes for existing products. Read the release notes to learn about the
release, prepare for your upgrade, and upgrade your instance.

Path to successful upgrades

Upgrading your instance involves planning, testing, and validation. The release notes guide
you through completing all of the phases and tasks for a successful upgrade.

Start your upgrade journey

To use the release notes in your upgrade process, choose the upgrade phase that you're
ready to start with. It's recommended you complete the phases in the order listed. For a
guide to the redesigned release notes experience, see Using the release notes.

Learn about Yokohama Prepare your upgrade Upgrade to Yokohama

Find out what's new and Choose the target Review the process and
changed in Yokohama version and prepare upgrade your instance
for your upgrade

Release timeline
New Yokohama release versions are released throughout the year. Here are the current
dates for Yokohama patch and security patch releases. To view a full list of Yokohama
release versions, refer to Available patches and hotfixes. Future release dates are subject to
change.

Maximize your release notes value

Learn how to navigate the redesigned release notes and find the information you’re looking
for. Use new release notes tools to improve your upgrade experience.
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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 How to use release notes

Release notes tools

We've created some tools to help you review the release notes and upgrade more quickly
and efficiently. For more information, see Build your own release notes.

Release notes summaries

If you're interested in a specific set of release notes information, we've displayed

release notes for all products by category. For example, you can read about the
browser requirements for all Yokohama products, all on one page.
Personalized PRB release notes

Generate a cumulative list of all the problems that are fixed in an upgrade from
your current release version to any available target version.
Combined product release notes for cross-family upgrades

View all release notes information for any product, from any family release
version to another, on one page.

To check out the release notes tools available for your upgrade scenario, choose your
upgrade path to Yokohama.
• Release notes for upgrading from Xanadu
• Release notes for upgrading from Washington DC
• Release notes for upgrading from Vancouver
• Yokohama patch and hotfix release notes

Choose your upgrade path to Yokohama

• Release notes for upgrading from Xanadu

• Release notes for upgrading from Washington DC
• Release notes for upgrading from Vancouver
• Yokohama patch and hotfix release notes

Using the release notes

Learn how to navigate the redesigned release notes and find the information you're looking
for.

Navigating the release notes

We've redesigned the ServiceNow release notes experience to provide phased content that
more closely matches the upgrade process.

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Using the release notes

Release notes directory

Learn where you can find different release notes content throughout your upgrade journey.

Section Content

Learn about
the Yokohama Review the release highlights to learn about new features and
release enhancements, and use curated release notes that correspond to your
upgrade path.
• Release notes for upgrading from Xanadu
• Release notes for upgrading from Washington DC
• Release notes for upgrading from Vancouver

Each curated release notes package includes tools to help inform the
next steps in your upgrade, including:
• Yokohama highlights
• Features and changes by product, which are pre-combined for cross-
family upgrades
• Changes to plugins
• Personalized PRB release notes
• Available patches and hotfixes
• Browser support
• Accessibility and compliance
Prepare your
upgrade Start preparing for your upgrade with our upgrade planning checklist
and series of tasks to complete before and after your upgrade. Improve
your upgrade experience with ServiceNow upgrade products, tools, and
best practices.

• ServiceNow upgrades
• Pre- and post-upgrade tasks for various products
• Upgrade planning checklist

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Section Content

• Upgrade tools and resources

• Upgrades and the ServiceNow Store

ServiceNow
upgrades Our upgrade guide includes testing guidance, information on how to
schedule your upgrades, and more.

• Phase 1 - Read the release notes and plan your upgrade

• Phase 2 - Prepare for the development instance upgrade
• Phase 3 - Verify your upgrade configurations and schedule the
development instance upgrade in Now Support
• Phase 4 - Upgrade and validate the development instance
• Phase 5 - If applicable: Upgrade and validate your other non-
production instances, such as your test instance
• Phase 6 - Prepare to upgrade the production instance
• Phase 7 - Upgrade the production instance

Release notes tour

Learn how to navigate the redesigned release notes and find the information you’re looking
for. Use new release notes tools to improve your upgrade experience.

Using the release notes video

Build your own release notes

Enhance your upgrade experience with configurable release notes that fit your unique
upgrade scenario. Assemble product information, fixes included in your targeted release
version, and upgrade tasks to streamline your upgrade preparation, even when you skip a
family release.

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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.
 Release notes summaries

Get a glimpse of release notes based on what products

you have and what information you need. Release notes
summaries enable you to select the information category
you're looking for and specify which products you have.
Then, your release notes are compiled into a single, easy-to-
read summary. Browse product highlights, new and changed
features, important upgrade information, and more for N-1 to
N upgrades.

With personalized PRB release notes, collect a list of fixes to

fit your specific upgrade scenario. Choosing your current
release version and your targeted release version generates
a list of all the fixes included in your upgrade. View this list in a
table, or download a spreadsheet to sort and review PRBs as
needed.

Combined product release notes

If your upgrade involves skipping one or more family releases,

combined product release notes ensure you have all the
information you need to prepare for your upgrade. From a list
of available products, you can filter changes and features for
your specific applications across the relevant releases, and
view the information all on one page.

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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.
 Upgrade and migration tasks

Once you're equipped with the product and PRB information

you need, compile a list of upgrade and migration tasks
required to complete your journey. View the necessary pre-
and post-upgrade and migration tasks for your products and
build a to-do list to help guide your upgrade process.

Get started
To begin building your release notes, choose an option above or select which family you're
upgrading from:
• Release notes for upgrading from Xanadu
• Release notes for upgrading from Washington DC
• Release notes for upgrading from Vancouver

Learn about the Yokohama release

®
The Yokohama release includes new features and improvements built on the Now Platform .

Release dates

• Early availability: January 30, 2025

• General availability: Targeted for late Q1 2025

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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.
 Release notes for upgrades
Before you upgrade, review release notes from your current version to the Yokohama
release. The release notes offer valuable information about new functionality, notable
changes, and available fixes. They help you determine whether the upgrade contains
functionality you need and fixes that resolve any issues affecting your instance. The release
notes can also help you determine whether items you previously customized are being
upgraded.

Upgrade from Xanadu Upgrade from Upgrade from Vancouver

Washington DC

Release notes for Release notes for

upgrading from Xanadu Release notes for upgrading from
to the Yokohama release upgrading from Vancouver to the
Washington DC to the Yokohama release
Yokohama release

Release notes for upgrading from Xanadu

When you upgrade from the Xanadu release, understand the fixes in each release version,
notable changes for the user interface, browser support, plugin updates, and each feature's
upgrade and migration tasks if applicable.

Upgrading from Xanadu to Yokohama

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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.
 Features and Release notes summaries
changes by product

Consolidated release
Detailed information notes information
on new products for all products from
and features from Xanadu to Yokohama
Xanadu to Yokohama

Changes to plugins in Available patches

the Yokohama release and hotfixes

List of new, changed, Release notes

renamed, and for fixed issues
deprecated plugins

Browser support Accessibility and

conformance

Supported browser
versions and additional Accessibility conformance
requirements for reports based
specific products on the voluntary
product accessibility
template (VPAT)

Features and changes by product

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

New products in Yokohama

The Yokohama release includes new products.
Employee Service Management

• HR Multi Instance Integration release notes

• ServiceNow Add-in for Microsoft 365 release notes

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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.
 Enterprise Architecture
Now Assist for Enterprise Architecture (EA) release notes
Healthcare and Life Sciences

• Care Team Operations for Biomed release notes

• Care Team Operations for Healthcare IT release notes
• Healthcare Operations Core release notes

IT Operations Management

• Service Observability release notes

• Synthetic monitoring release notes

Now Platform capabilities

Now Assist for Service Graph Connectors (SGC) release notes
Operational Technology

Retail
Retail Task Management Core release notes
Telecommunications, Media, and Technology
Strategic Portfolio Management for Telecom release notes

Updated features and products

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

API release notes

®
ServiceNow APIs let you build custom applications and experiences. APIs were enhanced
and updated in the Yokohama release.

API highlights for the Yokohama release

• Use server-side JavaScript APIs in scripts to change the application functionality.

• Run client APIs whenever a client-based event occurs, such as when a form loads, a form is
submitted, or a field value changes.
• Use inbound REST APIs to interact with various ServiceNow functionalities within your
application.

See API implementation and reference for more information.

New in the Yokohama release

New scoped classes and additional methods to existing scoped classes in Yokohama

Class Methods

Console - Scoped, Global

• error()
• group()

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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.
 New scoped classes and additional methods to existing scoped classes in Yokohama
(continued)

Class Methods

• groupCollapsedString()
• groupEnd()
• info()
• log()
• table()
• time()
• timeEnd()
• timeLog()
• trace()
• warn()

Fetch - Scoped, Global fetch()

Fetch Headers - Scoped, Global

• Headers()
• append()
• delete()
• entries()
• forEach()
• get()
• getSetCookie()
• has()
• keys()
• set()
• values()

Fetch Request - Scoped, Global

• Request()
• arrayBuffer()
• blob()
• bytes()
• clone()
• formData()
• json()
• text()

Fetch RequestInit - Scoped, Global requestInit()

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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.
 New scoped classes and additional methods to existing scoped classes in Yokohama
(continued)

Class Methods

Fetch Response - Scoped,Global

• arrayBuffer()
• blob()
• bytes()
• formData()
• json()
• text()

GlideUser - Scoped
• getTimeZoneLabel()
• getTimeZoneLabelLang()

OrderUtil - Scoped
• getStateFromOrder()
• isOrderInDraftState()

PDFGenerationAPI - Scoped, Global

• convertToPDFAsync()
• convertToPDFWithHeaderFooterAsync()

ProcessMiningIntegrationAPI - Scoped
• createProject()
• deleteProject()
• getBreakDownStats()
• getFindings()
• getMiningStatus()
• getProject()
• scheduleMining()

RESTMessageV2 - Scoped, Global setAllowedRedirectURIs()

SOAPMessageV2 - Scoped, Global

• setAllowedRedirectURIs()
• setFollowRedirect()

UriMatcher - Scoped
• UriMatcher()
• match()

UriMatcherResponse - Scoped
• getErrorMessages()
• isError()
• isFragmentMatches()

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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.
 New scoped classes and additional methods to existing scoped classes in Yokohama
(continued)

Class Methods

• isHostMatches()
• isMatch()
• isPathMatches()
• isSchemeMatches()

v_record - Scoped, Global setLastErrorMessage()

New global classes and additional methods to existing global classes in Yokohama

Class Methods

Console - Scoped, Global

• error()
• group()
• groupCollapsedString()
• groupEnd()
• info()
• log()
• table()
• time()
• timeEnd()
• timeLog()
• trace()
• warn()

Fetch - Scoped, Global fetch()

Fetch Headers - Scoped, Global

• Headers()
• append()
• delete()
• entries()
• forEach()
• get()
• getSetCookie()
• has()
• keys()

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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.
 New global classes and additional methods to existing global classes in Yokohama
(continued)

Class Methods

• set()
• values()

Fetch Request - Scoped, Global

• Request()
• arrayBuffer()
• blob()
• bytes()
• clone()
• formData()
• json()
• text()

Fetch RequestInit - Scoped, Global requestInit()

Fetch Response - Scoped,Global

• arrayBuffer()
• blob()
• bytes()
• formData()
• json()
• text()

GlideDynamicAttribute - Global
• getSysId()
• getName()
• getType()
• getGroupName()
• getPath()
• isTransient()

GlideDynamicAttributeStore - Global getDynamicAttributes()

GlideElementDynamicAttributeStore - Global
• getDynamicAttributesInSchema()
• getDynamicAttributesInStore()

GlideTransientDynamicAttribute - Global
• getSysId()
• getName()
• getType()

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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.
 New global classes and additional methods to existing global classes in Yokohama
(continued)

Class Methods

• getGroupName()
• getPath()
• isTransient()

GlideUser - Global
• getTimeZoneLabel()
• getTimeZoneLabelLang()

PDFGenerationAPI - Scoped, Global

• convertToPDFAsync()
• convertToPDFWithHeaderFooterAsync()

ScriptableCurrencyCode - Global
• getCurrencyCode()
• getNumericCurrencyCode()

RESTMessageV2 - Scoped, Global setAllowedRedirectURIs()

SOAPMessageV2 - Scoped, Global

• setAllowedRedirectURIs()
• setFollowRedirect()

New REST APIs and additional endpoints to existing REST APIs in Yokohama

API Endpoints

AWA Offer Work API POST /now/awa/documents/

{document_table}/{document_sys_id}/offer
Continuous Integration and Continuous
• POST /sn_cicd/update_set/retrieve
Delivery (CICD) Update Set API
• POST /sn_cicd/update_set/commitMultiple
• POST /sn_cicd/update_set/preview/
{remote_update_set_id}
• POST /sn_cicd/update_set/back_out
• POST /sn_cicd/update_set/commit/
{remote_update_set_id}
• POST /sn_cicd/update_set/create

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 New scoped classes and additional methods to existing scoped classes in the ServiceNow
Store

App
Application Class Methods
Version

Lead v3.0 LeadAPIHelperOOB -

• getJSONFromGR()
Management Scoped
• getLeadsJSON()
• getTransformedLead()

Lead v3.0 LeadAPIProcessUtilOOB -

• processCreateLead()
Management Scoped
• processGetAllLeads()
• processGrtLeadById()
• processUpdateLead()

Lead v3.0 LeadAPIValidationUtilOOB

• validateLeadObjectForPatchCall()
Management - Scoped
• validateLeadObjectForPostCall()

Order v6.0 OrderGuide - Scoped isOrderInDraftState()

Management

New client classes and additional methods to existing client classes in the ServiceNow Store

Application App Version Class Methods

Customer Service Management v1.2 openFrameAPI - Client setICContext()

New REST APIs and additional endpoints to existing REST APIs in the ServiceNow Store

App
Application API Endpoints
Version

Accounts Payable v8.0 AP Invoice

• POST /sn_spend_intg/ap_invoice/
Operations API
xml

Expanded Product Model v1.0 AI Assets API

• GET /sn_ent/asset/ai_dataset/
and Asset Classes
{sys_id}
• GET /sn_ent/asset/ai_model/
{sys_id}
• GET /sn_ent/asset/ai_prompt/
{sys_id}
• GET /sn_ent/asset/ai_system/
{sys_id}
• POST /sn_ent/asset/ai_dataset

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 New REST APIs and additional endpoints to existing REST APIs in the ServiceNow Store
(continued)

App
Application API Endpoints
Version

• POST sn_ent/asset/ai_model
• POST /sn_ent/asset/ai_prompt
• POST /sn_ent/asset/ai_system
• PUT /sn_ent/asset/ai_dataset/
{sys_id}
• PUT /sn_ent/asset/ai_model/
{sys_id}
• PUT /sn_ent/asset/ai_prompt/
{sys_id}
• PUT /sn_ent/asset/ai_system/
{sys_id}

Customer Contracts and v6.0 Service

• POST /sn_pss_core/
Entitlements Contract API
servicecontract
• GET /sn_pss_core/
servicecontract/{id}
• POST /sn_pss_core/
servicecontract/contractline
• GET /sn_pss_core/
servicecontract/contractline/{id}

Customer Contracts and v6.0 Verify GET /sn_ent_verify/

Entitlements Entitlements verifyentitlements
API
Lead Management v3.0 lead API
• GET /sn_lead_mgmt_core/lead
• GET /sn_lead_mgmt_core/lead/
{sys_id}
• PATCH /sn_lead_mgmt_core/
lead/{sys_id}
• POST /sn_lead_mgmt_core/lead

Sales and Order v4.0 Sales

• GET /sn_sales_agmt_core/
Management Agreement
salesagreement /{id}
API
• POST /sn_sales_agmt_core/
salesagreement

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Changed in this release

Changed scoped classes in Yokohama

Class Methods

PDFGenerationAPI
• convertToPDF()
- Scoped,
Global • convertToPDFWithHeaderFooter()

New properties, glide.pdf.url.whitelisting.enabled and

com.snc.pdf.whitelisted_urls, have been added to ensure whether
external URLs provided should be rendered in the PDF output.

A new property, accessibilityEnabled, has been added for PDF

accessibility support.

Changed global classes in Yokohama

Class Methods

PDFGenerationAPI
• convertToPDF()
- Scoped,
Global • convertToPDFWithHeaderFooter()

New properties, glide.pdf.url.whitelisting.enabled and

com.snc.pdf.whitelisted_urls, have been added to ensure whether
external URLs provided should be rendered in the PDF output.

A new property, accessibilityEnabled, has been added for PDF

accessibility support.

Changed REST APIs in Yokohama

API Endpoints

Attachment POST /now/attachment/file: A new parameter, creation_time, can be used to

API capture attachment creation times when the Now Mobile app is offline and
the attachment is uploaded to a record at a later time.

Changed scoped classes in the ServiceNow Store

App
Application Class Methods
Version

Lead to V1.4 LeadtoCashCore Enhanced the performance of the Commit Instance

Cash - Scoped API to improve number generation for the number
Core field:
• effect(): The _records_count return object is
added to provide details about newly inserted
records for a particular table, such as the table
name and number of inserted records.

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Changed scoped classes in the ServiceNow Store (continued)

App
Application Class Methods
Version

• commitInstance(): A new additional parameter,

useNumberGenerator, is added to optionally
generate and apply sys_ids to new table records in
bulk.

Changed client classes in the ServiceNow Store

App
Application Class Methods
Version

Customer Service v1.2 openFrameAPI - subscribe(): Added new events

Management Client
• openframe_wrap_up_submitted
• openframe_heart_beat

Changed REST APIs in the ServiceNow Store

App
Application API Endpoints
Version

Accounts Payable v8.0 AP Invoice Add properties supporting bill-to address

Operations API information.
• POST /sn_spend_intg/ap_invoice/cxml
• POST /sn_spend_intg/ap_invoice/json

Activation information
The following APIs are available by default:
• Attachment
• Console
• Fetch
• Fetch.Headers
• Fetch.Request
• Fetch.Response
• Fetch.RequestInit
• GlideDynamicAttribute
• GlideDynamicAttributeStore
• GlideElementDynamicAttributeStore
• GlideTransientDynamicAttribute
• GlideUser
• openFrameAPI
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 • PDFGenerationAPI
• RESTMessageV2
• ScriptableCurrencyCode
• ScriptableUriMatcher
• SOAPMessageV2
• UriMatcher
• UriMatcherResponse

The following APIs require plugin activation:

• The AI Asset API requires the Asset Classes (sn_ent) plugin to be activated.
• The AP Invoice API requires the Accounts Payable Invoice Processing (com.sn_ap_apm)
plugin to be activated.
• The AWA Offer Work API requires the Advanced Work Assignment (com.glide.awa) plugin
to be activated.
• The lead API requires the Lead Management Data Model (sn_lead_mgmt_core) plugin to
be activated.
• The openFrame API requires the com.sn_openframe_store plugin to be activated.
• The OrderUtil API (script include) requires the Order Management (com.sn_ind_tmt_orm)
plugin to be activated.
• The ProcessMiningIntegrationAPI requires the Process Mining Core
(com.sn_process_optimization) plugin to be activated.
• The Sales Agreement API requires the following plugins to be activated:
◦ Sales Agreement Data Model (com.sn_sales_agmt_core)
◦ Product Catalog Management Core (com.sn_prd_pm)
◦ Pricing (com.sn_csm_pricing)
• The Service Contract API requires the following plugins to be activated:
◦ Customer Contracts and Entitlements (com.sn_pss_core)
◦ Customer Service Install Base Management (com.snc.install)
◦ Product Catalog Management Core (com.sn_prd)
• The v_record API requires the Remote Tables (com.glide.script.vtable) plugin to be
activated.
• The Verify Entitlements API requires the Entitlement Verification (com.sn_ent_verify)
plugin to be activated.

Enterprise Architecture (formerly Application Portfolio Management) Release Notes

®
The ServiceNow Enterprise Architecture application unites strategic and operational teams,
enabling organizations to achieve their business objectives.Enterprise Architecture was
enhanced and updated in the Yokohama release.

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Enterprise Architecture highlights for the Yokohama release

• Generate scores for indicators and scoring profiles in the Enterprise Architecture
Workspace.
• Add custom shapes to use in Enterprise Modeling and Visualization and configure diagram
actions for the custom shapes.
• Read-only access to the Enterprise Architecture Workspace is added to the business
stakeholder role (sn_apm.apm_read).
• Added a Restart button on the TPM Logs page to resume the Populate TPM Discovered
Technologies and Lifecycles scheduled job.
®
• Support for industry standard ArchiMate shapes to create modeling diagrams. ArchiMate
is a registered trademark of The Open Group.

Important: Enterprise Architecture is available in the ServiceNow Store. For details, see
the "Activation information" section of these release notes.

New in the Yokohama release

Enterprise Modeling and Visualization in the EA Workspace

• Create diagram actions for newly added custom shapes that can be used in
Enterprise Modeling and Visualization to create diagrams.
• Add custom shapes to use inEnterprise Modeling and Visualization.
• Create your own modeling diagrams using the blank diagram option.
• Create diagrams for Business hierarchy map and Business capability maps
from the Enterprise Modeling and Visualization page.
• Apply colors to business capability shapes in the capability hierarchy map.
• Initiate modeling in the Enterprise Modeling and Visualization directly from any
Unified map.

Regenerate indicator scores in Enterprise Architecture Workspace

Generate a score for application and capability indicators for a particular
period. Also, generate scores for an application scoring profile and capability
scoring profile, to calculate scores for all indicators attached to that particular
scoring profile.
Business stakeholder role for Enterprise Architecture Workspace
Read-only access to the Enterprise Architecture Workspace is added to the
business stakeholder role (sn_apm.apm_read).
TRM technical debt form
The TPM Discovered Technologies and Lifecycles scheduled job now
fetches the server details for the TRM products.
Technology Portfolio
The Technology Portfolio section has been restructured and new features have
been added. The section now contains the following pages:
• TRM catalog
• Technical debt
• TPM lifecycles

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 • TPM risk
• Technology portfolio audit

Setup section enhancements

The TPM logs details are now available in the Setup section.
Manage information objects of a business application in EA Workspace
Relate a business application to an information object in the Enterprise
Architecture Workspace using the CI relationship [cmdb_rel_ci] table of type
Uses::Used by. Use this suggested relationship to get the logical data of the
information object, which can be used to leverage the business application.
Technology portfolio management (TPM) enhancements

• Added a restart button on the TPM Logs page to restart the Populate TPM
Discovered Technologies and Lifecycles scheduled job, in case the job is stuck
and doesn’t refresh the log data for more than an hour. For more information,
see View TPM logs and Restart Populate TPM Discovered Technologies and
Lifecycles scheduled job .
• Added support for all CMDB configuration items in Technology Portfolio
Management (TPM). By default, TPM supports docker containers and serverless
hardware tables. As an admin you can configure any of the supported CMDB
CIs for TPM.

TRM product enhancements

• For a software TRM product, the Operating system field is added. Using
this field, the operating system on which the software TRM product can be
deployed, is tracked.
• Added support for creating wildcard for TRM lifecycle versions, to make it
easier to specify a TRM standard without the need to specify the minor version.

Support for Architectural Decision Record (ADR) type artifact

Create or update an artifact with type architectural decision record (ADR) to

align it with your business requirements.

UI changes

Regenerate indicator scores in Enterprise Architecture Workspace

The following buttons are added to generate scores for indicators and scoring
profiles:
• The Regenerate indicator score button is added in the Indicator record.
• The Generate scores button is added in the Scoring Profile record.

Create diagram action

An option to open diagram actions list for the Enterprise Modeling and
Visualization in the Setup page.
Create a blank diagram using modeling in the EA Workspace
In the Enterprise Modeling and Visualization, an option to create blank diagrams
is added.

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Restart Populate TPM Discovered Technologies and Lifecycles scheduled job

The Restart button added on the TPM Logs page to restart the Populate TPM
Discovered Technologies and Lifecycles scheduled job.
TRM technical debt form
The technical debts table [sn_apm_trm_standards_technical_debt] now displays
the server details for the TRM products along with the associated business
applications details, and the reason for the technical debt.
Portfolio list view
New modules and features have been added in the Portfolio section.

The Technology Portfolio section has been removed, containing the following
sections:
• Discovered Technology
• Technology Risk
• TPM Logs
• Technology Reference Model Products
• Technical Debt

These sections are now available in the Technology Portfolio page.

The TCO section is moved to the Application Portfolio section.

Enterprise Architecture Workspace home page

In the Enterprise Architecture Workspace home page, the Technology Portfolio
Audit and the Technical Debt tabs have been removed from the Needs
Attention section.

The Needs Attention section shows the count for My Requests, My Approvals, My
Certifications, and My Assessment on the respective tabs. The count helps you to
know the number of items on each tab that you must look at.

Add a TRM product in Enterprise Architecture Workspace

The Operating system field is added to the Technical debt page and business
application Lifecycle Timelines page.
View the unified map for a business application in Enterprise Modeling and Visualization
A new button Model with Enterprise Modeling and Visualization is added in the
business application CMDB node map.
Add related records in the modeling diagram
The Entities section in the Add related records window shows the number of
entities and the relationship type (CI relationship or Reference).
Add additional category details for TRM products
The Other Category field is added in the Request TRM Product form and the
Create TRM product form. Using this data, you can filter for TRM products using
additional categories details.
Business application form
The Target date field is added in the Planned disposition section of the business
application form.

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Activation information
Enterprise Architecture (formerly Application Portfolio Management) is available with
activation of the Enterprise Architecture (com.snc.apm), which requires a separate
subscription. For details, see Enterprise Architecture .

Conversational Interfaces release notes

Conversational Interfaces includes enhancements and changes in the Xanadu release.

Updates are available for the following Conversational Interfaces applications on the Now
Platform.

Sidebar release notes

®
The ServiceNow Sidebar application enables agents and subject matter experts to
collaborate on user issues. Sidebar was enhanced and updated in the Yokohama release.

Sidebar highlights for the Yokohama release

• Integrate Sidebar with Slack to enable users of both platforms to communicate with each
other.
• Create standalone Sidebar conversations that aren’t associated with a record.
• Create private discussions on a record that are accessible only to the participants within
that discussion.

See Sidebar for more information.

Important: Sidebar is available in the ServiceNow Store. For details, see the
"Activation information" section of these release notes.

New in the Yokohama release

Exploring Sidebar
Integrate Sidebar and Slack to enable the users of both platforms to seamlessly
collaborate with each other.
Using Sidebar
Create standalone Sidebar conversations that aren’t associated with a specific
record.
Using Sidebar
Create private discussions on a record that are accessible only to the
participants within that discussion.

Activation information

Install Sidebar by requesting it from the ServiceNow Store. Visit the ServiceNow Store website
to view all the available apps and for information about submitting requests to the store. For
cumulative release notes information for all released apps, see the ServiceNow Store version
history release notes .

Related ServiceNow applications and features

Agent Chat

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Use Agent Chat to provide features that streamline the agent and requester
chat experience and enable managers to monitor and assist agents.
Virtual Agent
®
Unlock your enterprise productivity with ServiceNow Virtual Agent. Increase
deflections by empowering your employees and customers to serve themselves
using a friendly messaging interface, featuring prebuilt conversations powered
by artificial intelligence.

Virtual Agent release notes

®
The ServiceNow Virtual Agent application provides user assistance through a conversational
interface so that you can design and build automated conversations that help users to
quickly obtain information and to perform common work tasks. Virtual Agent was enhanced
and updated in the Yokohama release.

Virtual Agent highlights for the Yokohama release

• Enhance the overall voice-based chat experience in Conversational IVR with Now Assist.
• Generate synthesized responses in Slack conversations with Now Assist.
• Generate synthesized responses in Microsoft Teams conversations with Now Assist.

See Virtual Agent for more information.

New in the Yokohama release

Using Now Assist in Conversational IVR

Provide seamless voice-based interactions for efficiently identifying and resolving
common IT issues in Conversational IVR using Now Assist.
Synthesized response in Slack conversations
Generate synthesized responses in Slack conversations with Now Assist.
Virtual Agent feature support in Microsoft Teams conversations
Generate synthesized responses in Slack conversations with Now Assist.
Custom skills in Virtual Agent Designer
Manage skills created in Now Assist Skill Kit in Virtual Agent Designer.

UI changes

Topic Properties tab

• Create a topic form : Read improved topic description field helper text and
tooltip.
• Change the application scope for Virtual Agent Designer topics : View the
current scope setting on the Virtual Agent Designer topic properties tab.

Custom skills in Virtual Agent Designer

Use an updated Virtual Agent Designer list-based home page that includes
custom skills.

Changed in this release

Dynamic Translation calls

© 2024 ServiceNow, Inc. All rights reserved.

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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.
 For Now Assist, if native translation is enabled, a Dynamic Translation call is only
made if an unsupported language for native translation is used.

Activation information
Virtual Agent is a Now Platform feature that is available with activation of the Glide Virtual
Agent plugin (com.glide.cs.chatbot), which requires a separate subscription. For details, see
Activate Virtual Agent .

Note: The Glide Virtual Agent plugin initially installs the Topic Recommendations and
Conversational Analytics applications. Subsequent updates to these apps must be
installed from the ServiceNow Store.
®
ServiceNow Virtual Agent Lite is a subset of the Virtual Agent platform that is available to
®
ServiceNow IT Service Management (ITSM) customers. It doesn't require activation and
works with ITSM Virtual Agent Lite conversations, which are also available to ITSM customers.

Browser requirements
Virtual Agent supports various browsers, including Google Chrome and Microsoft Edge. For
more information, see Browser support.

Localization information
®
The ServiceNow Localization Framework is integrated in Virtual Agent.

Related ServiceNow applications and features

Now Assist
Now Assist uses generative AI that is designed to enhance user productivity and
efficiency through conversation and proactive experiences.
Conversational Interfaces Console
®
The ServiceNow Conversational Interfaces Console enables you to install,
manage, and monitor your virtual and live agents to support your users through
chat.
Prebuilt Virtual Agent topics, topic blocks, and ServiceNow NLU models
®
The following ServiceNow business applications provide prebuilt Virtual Agent
conversation topics, NLU models, and, in some cases, topic blocks as reusable
components.
®
• ServiceNow Customer Service Management
®
• ServiceNow Field Service Management
®
• ServiceNow HR Service Delivery
®
• ServiceNow Instance Security Center
®
• ServiceNow IT Service Management
®
• ServiceNow Project Portfolio Management
®
• ServiceNow Universal Request

Natural Language Understanding

Virtual Agent integrates with the Natural Language Understanding (NLU)
application, which provides the NLU Workbench for creating NLU models. Virtual

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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.
 Agent uses these models to recognize and process user utterances, intents, and
entities in bot conversations.

Customer Service Management release notes

®
The ServiceNow Customer Service Management application has new and updated
applications and features in the Yokohama release.

Agent experience for CSM release notes

®
The ServiceNow Agent experience for CSM provides customer service agents with the
tools that they need to find, research, and resolve customer issues and questions. Agent
experience for CSM was enhanced and updated in the Yokohama release.

Agent experience for CSM highlights for the Yokohama release

• Alert agents about the status of current chats by using color-coded session tabs to indicate
service level agreement (SLA) threshold timers, chat duration, and unread message
counts.
• Create form templates or modify existing templates with enhancements to the form
template feature.
• Integrate enhanced knowledge guidance on the Front-line case page and enable agents
to attach and add links to knowledge articles in comments, work notes, or emails by using
modeless dialogs.
• Display native voice configurations in CSM Configurable Workspace with the Voice
interaction record page that agents can use to handle phone calls.
• Dedicate time after each call or chat for agents to finalize interaction details.

See CSM Configurable Workspace for more information.

Important: The following applications are available in the ServiceNow Store:

• CSM Configurable Workspace Bundle v5.0
• Customer Central Bundle v1.0

For details, see the "Activation information" section of these release notes.

New in the Agent experience for CSM release

Chat interaction session tabs

Use the following features to provide your agents with information about their
current chats:
• Display informational messages in the session tabs that notify the agent of the
current chat condition such as "Chat is in wrap-up" or "Chat has ended."
• Use background colors to distinguish between the active and inactive
tabs. For inactive tabs, configure different colors to alert agents to the chat
threshold timers.
• Use a counter to display the number of unread chat messages.
• Use a separator in the chat window between the older messages and the
newer unread messages.

Voice interaction record page

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 Enable Contact Center as a Service (CCaaS) providers to display native voice
integrations in CSM Configurable Workspace that agents can use to handle
phone calls.
Interaction wrap-up for call and chat
Provide agents with enough dedicated time after each call or chat to
finalize the interaction details and wrap up their work before starting a new
conversation.
Customer history component
Enable agents to view a customer's activities in the contextual side panel.
Agents can search and filter the activities in the list and select a date range. For
more information about the Customer history component, see Next Experience
Components documentation .
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 works as expected. If
you customized Customer Service Management, copy the quick start tests and
configure them for your customizations.

Changed in this release

Form template enhancements

Use the following form template enhancements to create or edit templates as
needed:
• The Templates tab in the configurable side panel displays larger template
cards with the template name and an expanded description. Users can
view different lists of templates, mark their favorites, and sort templates either
alphabetically or by last used.
• The template form displays template fields in a clearly labeled form section
and displays the line numbers and headings for each template line to improve
readability
• The template tab header displays "Edit template" when a user opens a
template in edit mode.

Front-line case page integration with knowledge guidance

Enable agents to attach and add links to knowledge articles in comments, work
notes, or emails by using modeless dialogs.
Resurface special handling notes
Display the special handling notes for a case at any time by selecting Special
handling notes from the More actions menu on the case record action bar.
Customer Central application moved from family to store release
Starting with the Yokohama release, the Customer Central application
(com.sn_csm_customer_central) has moved to the ServiceNow Store. Any new
enhancements to this application are delivered through the Customer Central
store app.

Deprecations
Starting with the Yokohama release, Customer Service CTI Demo Data is being prepared
for future deprecation. It will be hidden and no longer activated on new instances but will
continue to be supported. ServiceNow Voice with Amazon Connect provide the latest
© 2024 ServiceNow, Inc. All rights reserved.
30
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.
 experience for this functionality. For details, see the Deprecation Process [KB0867184] article
in the Now Support Knowledge Base.

Activation information
CSM Configurable Workspace is available with activation of the Customer Service plugin
(com.sn_customerservice). For details, see Activate Customer Service Management .

Install CSM Configurable Workspace by requesting it from the ServiceNow Store. Visit
the ServiceNow Store website to view all the available apps and for information about
submitting requests to the store. For cumulative release notes information for all released
apps, see the ServiceNow Store version history release notes .

Browser requirements
ServiceNow workspaces don’t support mobile devices, Internet Explorer, or Microsoft Edge.
Instead, use Microsoft Edge - Chromium or one of the other supported browsers listed in
Browser support .

Related ServiceNow applications and features

Customer Service Management

Use the Customer Service Management application to provide the service and
support that your external customers need.
Now Assist for Customer Service Management (CSM)
®
Use the ServiceNow Now Assist for CSM application to summarize customer
chat conversations on interactions, summarize case details, and generate case
resolution notes.
Next Experience UI Builder
Next Experience UI Builder is a low-code web user interface builder that enables
developers to build pages for workspace and portal web-based experiences.
Use the base system and custom web components to build your pages.
Workspace UI
®
ServiceNow Workspace is a graphical user interface that puts multiple tools
on one page, including the tools that agents need to find, research, and
resolve issues. CSM Configurable Workspace is a customer service-specific
implementation that provides tier 1 agents with the tools that they need to
respond to customers and to resolve cases.

Case management for CSM release notes

®
The ServiceNow Case management for CSM application enables customer service
organizations and support teams to collaborate on customer problems proactively to resolve
issues. Case management for CSM was enhanced and updated in the Yokohama release.

Case management for CSM highlights for the Yokohama release

• Create cases for invoice-related services such as invoice disputes or requested corrections
with the Case management for Invoice Operations application.
• Use process mining to mine the configured base system project to investigate the causes of
long resolution times.

See Case management for Customer Service Management for more information.

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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.
 New in the Yokohama release

Case Management for Invoice Operations

Use the Case Management for Invoice Operations application
(com.sn_csm_invoice) to create cases for multiple invoices or for specific invoice
lines. Agents can use these cases to process invoice-related services such as
invoice disputes or requested corrections.
Process mining
Use the following features to find process improvement opportunities:
• Use work notes analysis to learn the operational reasons behind activity
transitions. This feature is Now LLM based.
• Mine the configured base system project to investigate the causes and get a
clear view of the long resolution times and delays.

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 works as expected. If
you customized Customer Service Management, copy the quick start tests and
configure them for your customizations.

Changed in this release

Process mining
Use the process mining enhancements to improve processes as needed:
• Removed the viewer role from all records in the Process Mining Content Pack
for Customer Service Management (CSM).
• Set process configurations as read-only templates, deletable only by a process
mining administrator. You can enable customers to copy the template or
import specific parts into their custom configuration.

Deprecations
Starting with the Yokohama release, Customer Service CTI Demo Data is being prepared
for future deprecation. It will be hidden and no longer activated on new instances but will
continue to be supported. ServiceNow Voice with Amazon Connect provides the latest
experience for this functionality. For details, see the Deprecation Process [KB0867184] article
in the Now Support Knowledge Base.

Activation information
Customer Service Management is available with activation of the Customer Service plugin
(com.sn_customerservice). For details, see Activate Customer Service Management .

Browser requirements
ServiceNow workspaces don’t support mobile devices, Internet Explorer, or Microsoft Edge.
Instead, use Microsoft Edge - Chromium or one of the other supported browsers listed in
Browser support .

Related ServiceNow applications and features

Now Assist for CSM

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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.
 ®
Use the ServiceNow Now Assist for CSM application to summarize customer
chat conversations on interactions, summarize case details, and generate case
resolution notes.
Communities
From the Customer Service Portal and Consumer Service Portal, enable your
®
customers to connect, engage, and collaborate by using the ServiceNow
Communities application. Customer Service agents can create cases from
the community discussion threads and resolve cases by using the community
content.
Continual Improvement Management
®
Use ServiceNow Continual Improvement Management to request improvement
opportunities. You can implement phases and tasks to meet performance goals,
track progress, and measure success. You can also view, create, and associate
improvement initiatives from within the Process Mining application.
Integrating with Customer Project Management
The Customer Project Management plugin (com.snc.csm_ppm) enables you
®
to create projects for a customer account by using the ServiceNow Project
Portfolio Suite with Financials application. It also gives end users visibility into
their projects from the Customer Service Portal. This plugin requires the Project
Portfolio Suite with Financials plugin (com.snc.financial_planning_pmo).
Event Management
®
Customer Service Management provides an integration with ServiceNow IT
Operations Management Event Management. This integration enables you to
create cases proactively from alerts either manually or through automation.
Customer service agents can track the accounts and the corresponding install
base items that are affected by the alert. Agents can also track the operational
status of an account's install base to better correlate customer issues and
provide faster responses.
Field Service Management
®
Customer Service Management includes an integration with the ServiceNow
Field Service Management application. With this integration, you and your
customers can perform the following tasks:
• 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 the case-related work orders from the
Customer Service Portal and Consumer Service Portal.

Flow Designer
Workflow Studio components enable you to invoke flows or subflows that are
designed as part of a workflow and to find out the output or execution status of
the flows or subflows.
Knowledge Management
From the Customer Service Portal and Consumer Service Portal, enable
®
your customers to search for shared information by using the ServiceNow
Knowledge Management application. Customer service agents can resolve
cases with the knowledge content.

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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.
 Process Automation Designer
®
Customer Service Management provides an integration with the ServiceNow
Playbooks application. This integration provides the ability to configure processes
such as playbooks.
Process Mining
®
ServiceNow Process Mining helps analysts and process owners analyze the
effectiveness of their business processes. Create automated business process
flows from your data so that you can monitor and more quickly discover
inefficiencies in your processes.
IT Service Management applications
Customer Service Management includes integrations with the following
®
ServiceNow Service Management applications: Incident Management ,
Problem Management , Change Management , and Request Management .
With these integrations, you can create incident, problem, change, and request
records from customer service cases. Customers can also submit requests from
the Customer Service Portal.
Next Experience UI Builder
Next Experience UI Builder is a low-code web user interface builder that enables
developers to build pages for workspace and portal web-based experiences.
Use the base system and custom web components to build your pages.
Workforce Optimization for Customer Service
Manage and maintain the productivity of your workforce from a single
®
application using ServiceNow Workforce Optimization for Customer Service.
With this application, you can help to route work to members of your team,
manage your team's skills and schedules, and monitor their performance.
Workspace UI
®
ServiceNow Workspace is a graphical user interface that puts multiple
tools on one page, including the tools that agents use to find, research, and
resolve issues. CSM Configurable Workspace is a customer service-specific
implementation that provides agents with the tools that they need to respond to
customers and to resolve cases.

Data management for CSM release notes

®
The ServiceNow Data management for Customer Service Management application
enables you to organize and manage the data for both your internal users and external
customers. Data management for Customer Service Management was enhanced and
updated in the Yokohama release.

Data management highlights for the Yokohama release

• Track the status and other information that is related to the Customer Life Cycle workflows
by using the Sales and Order Management Request Tracker (sn_tmt_core_inbound_queue)
table.
• Track pricing and subscription information for products and services on the CSM
Configurable Workspace by using the revenue metrics on the sold product form.
• Integrate Strategic Portfolio Management (SPM) project management with business
locations to create and manage projects across your organization.

See Data management for Customer Service Management for more information.

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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.
 Important: Business Location and Install Base Management are available in the
ServiceNow Store. For details, see the "Activation information" section of these release
notes.

New in the Yokohama release

Naming customer relationship records

Use the Type field through related party configurations to name records in
the account team member, contact relationship, consumer relationship, and
household member relationship tables. With this functionality, you can identify
the relationship that is based on the industry use case.
Ordering customer relationship records
Organize records in tables such as account team members, consumer
relationships, and more by using the Order field. You can set the order
manually or auto-populate it based on the selected Type through related party
configurations. This way, you can arrange records logically based on your use
case.
Enhancements to the declarative responsibility framework
Enhance the declarative responsibility framework to simplify administration and
access management by enabling administrators to do the following tasks:
• Add new granular roles for accessing customer data that is based on
responsibility definitions.
• Include additional entities in the framework.

Subscription metrics for sold products

Enable agents to track and analyze the pricing information for products and
services by using the pricing and subscription revenue metrics on the sold
product form on the CSM Configurable Workspace.
Project Management for business locations
Integrate SPM project management with business locations to support
operations such as opening, closing, or modernizing locations. With the project
management integration, your teams can track the timelines, collaborate, and
execute the business location-facing tasks more effectively.
Work orders for business locations
Fulfill Field Service Management (FSM) work orders at business locations. This
way, you can enable location members to view and complete the assigned
tasks. By using the existing business location data, you can streamline work order
assignments.
Enhanced data fields for business locations
Track additional information about business locations by using new fields for
opening and closing dates, status, and description.
Staff movement between internal business locations
Enable managers to transfer the staff between internal business locations. You
can streamline updates for organizations that have frequent staff movements.
Company-owned, third-party operated business locations
Assign external staff to internal business locations to support various operating
models, including company-owned, third-party operated locations.
Customer Life Cycle workflows for Sold Products and Product Inventory records

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35
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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Use the Customer Life Cycle workflows to do the following tasks:
• Create a Modify, Suspend, Resume, and Disconnect order for single or
multiple root product inventory records that are associated with a service
specification.
• Select multiple root product inventories to perform the modify action to create
both orders and quotes.
• Track the status of the Modify, Suspend, Resume, and Disconnect flows on
sold products and product inventory record by using the Sales and Order
Management Request Tracker (sn_tmt_core_inbound_queue) table.

UI changes

Specification Class on Product Inventory related list

The Specification class field on the Product Inventory related list provides
information on whether the selected product inventory record has a product
specification or service specification that is associated with it.

Changed in this release

Product Inventories configurations for Customer Life Cycle Management workflows

Perform the Modify, Suspend, Resume, and Disconnect operations on product
inventory records directly from the Product Inventory related list on the Accounts
page.
Grant write access to account relationships
Enable administrators and customer service managers to update account
relationship records.
Enable write access to contact relationships
Enable administrators and customer service managers to update the contact
relationship records.
Populate the Type field in relationship tables using the fix script
Migrate the account manager responsibilities from the account team member
relationships to the new responsibility access configurations. The updated
framework enables you to manage access settings more efficiently.
Update roles within relationship agent and relationship contributor
Modify the roles of the relationship agent and relationship contributor to include
the new granular roles that can grant access by responsibilities.
Notification for case tasks at business locations
View the notifications for the case tasks that are associated with the business
locations on the Business Location Service Portal (BLSP). This way, your location
members can stay informed about their pending tasks.
Case resolution by location staff at other business locations
Enable your location staff, whether at company-owned or third-party-owned
organizations (internal and external business locations), to handle and resolve
issues from other eligible business locations.

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 Activation information
Customer Service Management is a Now Platform feature that is available with activation
of the Customer Service Management plugin (com.sn_customerservice). For details, see
Activate Customer Service Management .

Additional Customer Service Management features are available with the activation of other
plugins. For details, see Additional plugins for Customer Service Management .

Sales and Order Management is a Now Platform feature that is available with the activation
of the Lead to Cash Core plugin (com.snd.l2c.core). For details, see Exploring Sales and
Order Management .

Starting from the Yokohama release, the following plugins are available on ServiceNow Store
for quicker and better maintenance:
• Install Base Management (com.snc.install_base)
• Install base characteristics (com.snc.install_base_characteristics)
• Customer Service with Service Portfolio management (com.snc.csm_spm)

For details, see Configure install base .

Starting from the Yokohama release, the Business Location plugin

(com.snc.business_location) is available on ServiceNow Store for quicker and better
maintenance. For details, see Activate business locations .

Browser requirements
Starting with the Yokohama release, data management for Customer Service Management
doesn't support mobile devices and Internet Explorer. For more information, see Browser
support .

Related ServiceNow applications and features

Communities
From the Customer Service Portal and Consumer Service Portal, you can enable
®
your customers to connect, engage, and collaborate by using the ServiceNow
Communities application. Customer Service agents can create cases from
community discussion threads and resolve cases with the community content.
Field Service Management
®
Customer Service Management includes an integration with the ServiceNow
Field Service Management application. With this integration, your technicians,
agents, consumers, and customers can perform the following tasks:
• 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 the case-related work orders from the
Customer Service Portal and Consumer Service Portal.

Workforce Optimization for Customer Service

Manage and maintain the productivity of your workforce from a single
®
application by using ServiceNow Workforce Optimization for Customer Service.
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 With this application, you can efficiently route work to your team, manage your
team's skills and schedules, and monitor their performance.
Workspace
®
ServiceNow Workspace is a graphical user interface that puts multiple tools on
one page, including the tools that agents use to identify, research, and resolve
issues. CSM Configurable Workspace and CSM Agent Workspace are customer
service implementations that provide tier-1 agents with the tools that they use to
respond to customers and to resolve cases.
Sales and Order Management
The Sales and Order Management applications enable you to manage the
product sales and order fulfillment life cycles in your organization. It includes pre-
sales opportunities, sales quote generation, order capture, order fulfillment, and
post-sales engagement.

Intelligence for CSM release notes

®
The ServiceNow Intelligence for CSM applications enable customer service organizations
and service operations to configure and implement Guided Decisions, Recommended
Actions, and Task Intelligence features. The Intelligence for CSM applications were enhanced
and updated in the Yokohama release.

Intelligence for CSM highlights for the Yokohama release

• Enable Recommended Actions for chat interaction records so that your agents can select
relevant actions that are based on the chat context.
• Integrate enhanced knowledge guidance on the Front-line case page and enable agents
to attach and add links to knowledge articles in comments, work notes, or emails by using
modeless dialogs.
• Automate the mapping configuration for search results. You can automatically create the
mapping for search sources by using a default guidance.

See Intelligence for CSM for more information.

Important: The following applications are available in ServiceNow Store:

• Guided Decisions Experience (sn_ga_exp)
• Recommended Actions (sn_nb_action)
• Recommended Actions for Customer Service (sn_cs_nb_action)
• Task Intelligence for Customer Service (com.snc.csm_ml_task)

For details, see the "Activation information" section of these release notes.

New in the Yokohama release

Recommended Actions - Front-line case page integration with knowledge guidance

Enable agents to attach and share knowledge article links in comments, work
notes, or emails by using modeless dialogs.
Recommended Actions - Default guidance for search results
Enable agents to view search results for any records. Use a default guidance for
any search sources that don't have a dedicated, mapped guidance.
Recommended Actions - Improved timeout handling for resource generators

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Handle timeout errors when calling Machine Learning (ML) resource generators.
The system uses a subflow API with a 1-second timeout ensures the RA
generation engine prioritizes faster response times by terminating stalled ML
prediction calls.
Recommended Actions for Customer Service - Custom guidances
Use custom guidances that provide agents with intelligent actions and search
results from the Case, Problem, Incident, or Change Request tables. Agents can
use these actions to link records to the current case and copy resolution codes
and notes from resolved cases.
Recommended Actions - Field values for predicted records
Leverage the actual field value for a predicted record and show it in a custom
guidance in place of the display value.
Recommended Actions for Customer Service - Display Recommended Actions on the
CSM Interaction record page
Enable agents to view Recommended Actions in the contextual side panel on
the CSM Interaction record page. The search tab dynamically displays relevant
actions based on the context of the chat interaction.
Recommended Actions for Customer Service - Interaction Context record
Use the Interaction Context record to display the search results from the
Knowledge table. The results are based on the interaction's short description. This
context record includes a search-mapping record that maps knowledge results
to the Share KB in chat interactions guidance.

Activation information
Customer Service Management is available with activation of the Customer Service plugin
(com.sn_customerservice). For details, see Activate Customer Service Management .

Browser requirements
ServiceNow workspaces don’t support mobile devices, Internet Explorer, or Microsoft Edge.
Instead, use Microsoft Edge - Chromium or one of the other supported browsers listed in
Browser support .

Related ServiceNow applications and features

Customer Service Management

Provide the service and support that your external customers need with
Customer Service Management.
Now Assist for CSM
Summarize customer chat conversations on interactions, summarize case details,
®
and generate case resolution notes with the ServiceNow Now Assist for CSM
application.
Document Intelligence
Extract the data from documents and integrate the data into automation
workflows to save time and resources by using the Document Intelligence
artificial intelligence (AI) solution.
Predictive Intelligence

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Improve processes across the platform, such as automatically populating fields
when a case is created, categorizing and routing work, and suggesting case
resolutions through the Predictive Intelligence artificial intelligence.

Now Assist for Customer Service Management (CSM) release notes

®
The ServiceNow Now Assist for CSM application brings generative AI to Customer Service
Management (CSM). You can improve productivity and efficiency by delivering better self-
service, recommending actions, and delivering answers. Now Assist for CSM was enhanced
and updated in the Yokohama release.

Now Assist for CSM highlights for the Yokohama release

• Use the Now LLM scheduling assistance when booking an appointment through Virtual
Agent. You can use this scheduling assistance to schedule, reschedule, and cancel an
appointment.
• Help requesters find solutions by using genius results to reduce the number of cases
created and decrease the effort needed by agents to close them.
• Use the Now Assist panel global skill search to ask questions and fetch answers from
knowledge articles.

See Now Assist for Customer Service Management (CSM) for more information.

Important: Now Assist for CSM is available in ServiceNow Store. For details, see the
"Activation information" section of these release notes.

New in the Yokohama release

Conversational search in Now Assist panel with results from knowledge base articles
Ask questions directly within the Now Assist panel. If the answer is found in the
knowledge bases (KBs), the answer is shown with the source information. If the
answer isn't available in the KB search, you’re redirected to the global search
experience for further assistance.
Now Assist in Virtual Agent-Scheduling Assistant via GenAI
Use the enhanced scheduling assistant with Now LLM capabilities to make it
more conversational, enabling users to easily schedule, reschedule, and cancel
appointments.
Now Assist in portal case form
Guide requesters through a self-service flow to find solutions to their problems by
using genius results. You can reduce the number of cases created and decrease
the effort required by your agents to close open cases.

Changed in this release

Email reply recommendations enhancements

Refined the AI-generated reply recommendation to create the best response for
users by applying tone changes in the Now Assist context menu. Additional tone
options, including casual, formal, and sympathetic, are available.
Chat reply recommendation enhancements
Added the chat reply recommendation enhancements to respond in a
conversational tone and get feature parity in the Now Assist Admin console:

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 • Refined the AI-generated reply recommendation to create the best answer
for your users by applying tone changes in the Now Assist context menu.
Additional tone options, including casual, formal, and sympathetic, are
available.
• Added parity with the chat summarization Now Assist Admin console
capabilities. The Now Assist Admin console can specify the portal and
channels for chat reply recommendations and assign additional support roles.

Case summarization enhancement

Detailed feedback option is now available for negative feedback in the

generated case summary.

Activation information
Now Assist features are available with activation of the Now Assist for CSM plugin. For more
information, see Install Now Assist plugins .

Starting with Vancouver Patch 4, Now Assist for CSM is supported.

Additional requirements
The Now Assist for CSM application requires a Customer Service Management Pro Plus or
Enterprise Plus license.

Related ServiceNow applications and features

Now Assist
Help improve the productivity and efficiency in your organization, deliver better
self-service, recommend actions, provide answers, and empower your users to
search more effectively.
Now Assist Admin console
Use the Now Assist Admin console to provide you with quick and easy access to
the important information that you need to set up, configure, and monitor Now
Assist applications and features.
Now Assist panel
Use this conversational interface in CSM Configurable Workspace to summarize
a chat, a case, or resolution notes so that you can get the context of this
information more quickly.
Now Assist skills
Use the Now Assist products to provide generative AI skills to meet the needs
of users in different workflows, including case or incident summarization, chat
summarization, resolution notes generation, and code generation.

Customer Contracts and Entitlements release notes

®
The ServiceNow Customer Contracts and Entitlements application provides the foundation
for storing and managing customer service contracts and entitlements. Customer Contracts
and Entitlements was enhanced and updated in the Yokohama release.

© 2024 ServiceNow, Inc. All rights reserved.

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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.
 Customer Contracts and Entitlements highlights for the Yokohama release

• Enable customers to create contracts from product inventory.

• Added a new workspace view for service contracts and entitlements in Customer Service
Management workspace for efficiently managing service contracts and entitlements.

See Customer Contracts and Entitlements for more information.

Important: Customer Contracts and Entitlements is available in the ServiceNow Store.

For details, see the "Activation information" section of these release notes.

New in the Yokohama release

Create contracts from product inventory

Enables customer to create and manage contracts for product inventory
records.
New workspace view for service contracts and entitlements
A new workspace view named Service Contract Workspace has been added
for customers on service contracts and entitlements in the Customer Service
Management workspace. This view is set as the default view and can be
changed by an administrator.
Enhancement on contract lines and entitlements
View location and subscription pricing information on contract lines and
entitlements.

Activation information
Install Customer Contracts and Entitlements by requesting it from the ServiceNow Store. Visit
the ServiceNow Store website to view all the available apps and for information about
submitting requests to the store. For cumulative release notes information for all released
apps, see the ServiceNow Store version history release notes .

Customer Contracts and Entitlements is available with activation of the Customer Contracts
and Entitlements (com.sn_pss_core) plugin, which requires a separate subscription. For
details, see Configure Customer Contracts and Entitlements .

Note: With the activation of Customer Contracts and Entitlements, new contracts
and entitlements are created using the new data model only. The new entitlement
verification APIs and change workflows are based on the new data model. Older
contracts and entitlements can still be viewed but not modified.

Related ServiceNow applications and features

Flow Designer
®
ServiceNow Workflow Studio components enable you to invoke flows or
subflows that are designed as part of a workflow and used to find out the output
or execution status of the flows or subflows.
Order Management
®
Order and fulfillment agents can use ServiceNow Order Management to fulfill
customer orders created from the Sales Agreement Management application.
Install base management

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 ®
ServiceNow Install Base Management is used to capture a customer’s use
or purchase of a product across any industry with the Customer Service
Management application.
Next Experience UI Builder
®
ServiceNow Next Experience UI Builder is a low-code web user interface builder
that enables developers to build pages for workspace and portal web-based
experiences. Use the base system and custom web components to build your
pages.
Product Catalog Management
®
ServiceNow Product Catalog Management organizes products into catalogs
and categories so that agents can easily find and add products and services to
a quote.
Pricing Management
®
ServiceNow Pricing Management helps you set pricing for products and
services that can be added to a quote. Pricing Management also enables
agents to make pricing adjustments to products in the quote.
Workspace
®
ServiceNow Workspace is a graphical user interface that puts multiple tools
on one page, including the tools that agents use to find, research, and resolve
issues. CSM Configurable Workspace and CSM Agent Workspace are customer
service-specific implementations that provide tools to the tier 1 agents that they
must use to respond to customers and resolve cases.

Self-service and Omnichannel engagement for CSM release notes

®
With ServiceNow Omnichannel support, your customers can use chat on self-service portals
or consumer messaging apps to connect with your organization, or connect using email
®
or phone. ServiceNow Omnichannel and self-service applications were enhanced and
updated in the Yokohama release.

Omnichannel and self-service highlights for the Yokohama release

• Integrate with contact centers using Contact Center Integration Core in order to import
data from a third party contact center as a service (CCaaS) application.
• Better integrate with contact centers by adding call controls to Agent Workspace with
Interaction Controls Component (ICC).
®
• Enhance B2B customer support through ServiceNow 's self-service capabilities with the
new Business Portal.
• Provide a consistent experience for agents handling omnichannel interactions through
email interactions, which preserve the context for agents by associating the email
conversation between the agent and the customer.
• Improve contact center efficiency by avoiding the creation of duplicate cases through the
use of Email as an Interaction.

See Omnichannels for communicating with customers , Self-service for Customer Service
Management , and Playbooks for Portals for more information.

Important: Engagement Messenger, Playbooks for Portals, and Omnichannel

applications are available in the ServiceNow Store. For details, see the "Activation
information" section of these release notes.

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 New in the Yokohama release

Business Portal
Support your customers through the business portal's self-service capabilities such
as knowledge articles, service catalogs, case management, Virtual Agent, and
others. Reduce maintenance effort through low-code configurations on pages
with configurable widgets.
Email as an Interaction
Use Email as an Interaction to enhance case management.
• Transform emails into interactions, enabling customer communication to be
tracked in a central location and avoid unnecessary case creation.
• Manage straightforward customer inquiries via email, create cases for more
complex issues, or link emails to existing cases.
• Notify agents on email responses received from customers.

Contact Center Integration Core

Admins can automatically import data from a third-party contact center as
a service (CCaaS) application to facilitate external routing and third-party
®
telephony integration in their ServiceNow instance.
• Import records such as queues, skills, and wrap-up codes from a third party
®
into your ServiceNow instance.
®
• Maintain data consistency between your ServiceNow instance and third-
party systems. Verify that chats and cases are routed to the correct agent,
and that the correct wrap-up codes are available when dispositioning an
interaction.

OpenFrame Integration to Interaction Controls Component (ICC)

ICC is a new component for a native call controls interface embedded in Agent
Workspace.
• Create the state context in OpenFrame to read the state of idle and active
call state, and the state of the transfer.
• Provide iframe sandbox parameters to allow iframe access to security features
and to enable additional iframe restrictions.
• Create an extension point implementation to create and get phone log
segments.

Integrating Conversational SMS with AWS End User Messaging

Integrate ServiceNow SMS channel with AWS end user messaging to engage in
conversations with Now Virtual Agent and live agents to address and resolve any
customer queries or issues.

Activation information
Install the Engagement Messenger, Playbook for Portals, and Omnichannel applications by
requesting them from the ServiceNow Store. Visit the ServiceNow Store website to view all
the available apps and for information about submitting requests to the store. For cumulative
release notes information for all released apps, see the ServiceNow Store version history
release notes .

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44
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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Browser requirements
Internet Explorer is not supported.

Related ServiceNow applications and features

Field Service Management

Field Service Management application enables you to manage work orders
and related tasks, resources, skills, assets, and locations. Use this application to
dispatch work order tasks and agents to a customer location to perform field
work such as installing, repairing, or maintaining equipment.
Knowledge Management
From the Customer Service Portal and Consumer Service Portal, enable your
®
customers to search for shared information using the ServiceNow Knowledge
Management application. Customer service agents can use Knowledge
content to help resolve cases.
IT Service Management applications
Customer Service Management includes integrations with the following
®
ServiceNow Service Management applications: Incident Management ,
Problem Management , Change Management , and Request Management .
With these integrations, you can create incident, problem, change, and request
records from customer service cases. Customers can also submit requests from
the Customer Service Portal.

Workforce Optimization for Customer Service release notes

®
The ServiceNow Workforce Optimization for Customer Service application enables you to
efficiently route work to your team, manage your team's skills and schedules, and monitor
their performance. Workforce Optimization for Customer Service was enhanced and
updated in the Yokohama release.

Workforce Optimization for Customer Service Highlights for the Yokohama

release

• Equip managers with comprehensive, real-time insights for continuous optimization.

• Enable managers to take prompt action with key alerts organized by priority.
• Provide real-time visibility into performance KPIs, work item status, and agent performance.

See Exploring Workforce Optimization for Customer Service for more information.

Important: Workforce Optimization for Customer Service is available in the

ServiceNow Store. For details, see the "Activation information" section of these release
notes.

New in the Yokohama release

Manager Workspace landing page

Empower managers with real-time insights and actionable metrics, organized in
a unified view, to drive performance optimization and facilitate prompt action.

Note: Existing customers on release versions prior to the Yokohama release can still
view the old Legacy Manager Workspace landing page .

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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.
 Activation information
Install Workforce Optimization for Customer Service by requesting it from the ServiceNow
Store. Visit the ServiceNow Store website to view all the available apps and for information
about submitting requests to the store. For cumulative release notes information for all
released apps, see the ServiceNow Store version history release notes .

Accessibility information
Screen reader support has been extended to ARIA labels for buttons in CSM Workforce
Optimization for Customer Service. The support provides users who rely on assistive
technology with an explanation of button actions, such as the toggle button.

Related ServiceNow applications and features

Advanced Work Assignment

Automatically assign work items to your agents based on their availability,
®
capacity, and skills using ServiceNow Advanced Work Assignment.
Skills Management
Assess the skills that your organization needs, identify gaps, and plan for the
®
hiring and training of your teams using ServiceNow Skills Management.
CSM Workspaces
Agents can swap shifts, manage their time-off requests and approvals, and
®
complete assigned training using ServiceNow CSM Agent Workspace.

Employee Service Management release notes

Employee Service Management has new and updated features in the Yokohama release

HR Service Delivery release notes

®
The ServiceNow HR Service Delivery application improves the employee service experience
by automating HR interactions and providing a single platform for all HR services. HR Service
Delivery was enhanced and updated in the Yokohama release.

Case and Knowledge Management release notes

®
The ServiceNow Case and Knowledge Management application enables you to
standardize the documentation, interaction, and fulfillment of employee inquiries and
requests, which helps to improve HR efficiency and services over time. Case and Knowledge
Management was enhanced and updated in the Yokohama release.

Case and Knowledge Management highlights for the Yokohama release

Use HR Benchmarks to provide instant visibility into your key performance indicators (KPIs) and
trends, as well as comparative insight relative to the industry averages of your peers and to
the industry top performers.

See Case and Knowledge Management for more information.

New in the Yokohama release

HR Benchmarks
Use your key performance indicators (KPIs) to compare your performance
with global benchmarks, which contributes to improved performance for your
organization. Gain deeper insights by comparing your performance with your

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 peers based on industry, size, or region, and implement recommendations for
improving performance.
Employee passport
Enable movement of employee data between departments and agencies
for tracking, compliance, and regulatory purposes. Enable employee profile
data, such as employment history and progression to be made available across
different ServiceNow instances.
Survey responses
View employee responses by selecting the View Responses related link on an
HR case. The View Responses related link displays responses that are collected
from an employee via the survey form sent through the HR task of type Collect
Employee Input.
Personal Data Rights in HR Service Delivery

• Enable employees or alumni to request their personal information reports and

have better visibility of their personal data that is held in the database of an
organization.
• Include an approval step before deletion of data, confirming better
compliance and audit capabilities with respect to General Data Protection
Regulation (GDPR) requirements.
• Have HR Agents manage the approval process by generating reports
using the Real-Time Business Intelligence (RTBI) configuration from the Data
Classification (com.glide.data_classification) plugin.

Deprecations
The CTI Demo Data for HRSD (com.sn_hr_cti_demo) plugin is being deprecated. Use
Workflow Studio instead.

Activation information
Case and Knowledge Management is a Now Platform feature that is available with
activation of the Human Resources Scoped App: Core [com.sn_hr_core]. See Activate Case
and Knowledge Management for more information.

Related ServiceNow applications and features

Agent Workspace for HR Case Management (Configurable)

®
The ServiceNow Agent Workspace for HR Case Management application
enables you to interact with employees, respond to inquiries, and resolve issues
quickly.

Agent Workspace for HR Case Management release notes

®
The ServiceNow Agent Workspace for HR Case Management application enables you to
interact with employees, respond to inquiries, and resolve issues quickly. Agent Workspace for
HR Case Management was enhanced and updated in the Yokohama release.

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 Agent Workspace for HR Case Management highlights for the Yokohama
release

• The HR Triaging Dashboard enables you to review your teams' case assignments through
cases displayed as cards. Once you set up a layout for HR services, priorities, or assignment
groups, moving of case cards between lanes, auto-updates the HR service, user
assignment, or priority of cases.
• Provide a convenient and efficient way for deskless workers to seek in-person or remote
assistance, report issues, and receive guidance from HR agents through designated walk-
up centers.

See Agent Workspace for HR Case Management (Configurable) for more information.

Important: Agent Workspace for HR Case Management (Configurable) is available

in the ServiceNow Store. For details, see the "Activation information" section of these
release notes.

New in the Yokohama release

Survey responses
View employee responses collected from an employee via the survey form sent
through an HR task.
Response templates
Display response templates based on the language preference of selected user.
Copy a case in Agent Workspace for HR Case Management
Avoid having to fill in the fields of a case manually by creating a copy of a case
to auto-populate the case values.
HR Triaging Dashboard
View your teams' case assignments based on categories such as priority, HR
service, or HR assignment group. Drag a case card from one lane to another to
automatically update the priority, HR service, or assignment group of a case.
HR Walk-up
Provide a convenient and efficient way for users to seek in-person or remote
assistance, report issues, and receive guidance from HR agents through
designated walk-up centers.
Page configurations
Configure the layout and functionality of the HR Agent landing page or HR case
page. You can preview your settings before implementing them.
PDF template preview
Preview a PDF document template attached to an HR case rather than being
able to preview only HTML document templates.
Link child cases
Associate child cases to an HR case.
Delegation list
View cases delegated to you or that you have delegated to other HR agents.
The Delegation list appears only when you have activated the Granular
Delegation (com.glide.granular_service_delegation) plugin.
Agent Workspace for HR Case Management contextual side panel
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 • Apply template values to the HR case without having to fill in values manually.
• Download or delete multiple attachments at once.

Configure fields for Bulk case request

Configure fields that you want to view in the User segment group form in bulk
case request through the Case Creation Configuration form.

Activation information
Install Agent Workspace for HR Case Management by requesting it from the ServiceNow
Store. Visit the ServiceNow Store website to view all the available apps and for information
about submitting requests to the store. For cumulative release notes information for all
released apps, see the ServiceNow Store version history release notes .

Related ServiceNow applications and features

HR Service Delivery
Improve the employee service experience by automating HR interactions
and providing a single platform for all HR services. Replace manual and siloed
processes with cross-functional digital workflows for increased efficiency. Align
business goals with employee needs, including onboarding, career growth, and
other transitions.
Now Assist for HR Service Delivery (HRSD)
Summarize case information, generate resolution notes, and summarize chat
information using GenAI capabilities. Enable your agents to understand the chat
and case context and to propose quicker resolutions to requesters.

HR Multi Instance Integration release notes

®
The ServiceNow HR Multi Instance Integration centralizes the delivery of HR services in
a shared services model, enabling consumers and providers to connect their instances
to securely build business workflows across the ServiceNow ecosystem. HR Multi Instance
Integration is a new application in the Yokohama release.

HR Multi Instance Integration highlights for the Yokohama release

• Collaborate with service providers and consumers through bi-directional workflows.

• Enable an employee to place an HR service request from a consumer instance and fulfill
the request from provider instance, making it easy to raise and fulfill HR requests while
working in their own ServiceNow instance.
• Increase the security of records in consumer instances and provider instances by limiting
access based on user roles.

See HR Multi Instance Integration for more information.

Important: HR Multi Instance Integration is available in the ServiceNow Store. For

details, see the "Activation information" section of these release notes.

HR Multi Instance Integration features

HR Multi Instance Integration

Partners and service providers for HR service fulfillment often are running their
own instance of HR Service Delivery. HR Multi Instance Integration provides
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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 inter-instance communication and hybrid HR services with fulfillment in different
instances through the following capabilities:
• Ability to control your organization employee’s experience and interactions
per your organization's culture, branding, and policies.
• Ability to outsource services.
• Consistent user experience for employees across the entire HR catalog,
regardless of whether they are interacting locally or remotely from any third-
party provider.
• Because HR workflows or business process are not restricted to a single
instance, they can flow seamlessly across instances.
• Uniformity and standardization for HR agents on the provider instance enables
them to work on local cases or remote HR cases from the provider’s Now
Platform instance with a minimal learning curve.
• Managing and controlling access at the remote catalog level to meet security
and compliance requirements.
• Synchronization of relevant information such as submitted request (provider
task) status, comments and attachments by service providers.

Activation information
If you are an HR service consumer install the HR Multi Instance Integration for Consumer
(sn_hr_mii_provider) and if you are an HR service provider install the HR Multi Instance
Integration for Provider (sn_hr_mii_provider) applications by requesting them from the
ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for
information about submitting requests to the store. For cumulative release notes information
for all released apps, see the ServiceNow Store version history release notes .

Related ServiceNow applications and features

HR Service Delivery
Improve the employee service experience by automating HR interactions
and providing a single platform for all HR services. Replace manual and siloed
processes with cross-functional digital workflows for increased efficiency. Align
business goals with employee needs, including onboarding, career growth, and
other transitions.
Agent Workspace for HR Case Management
®
The ServiceNow Agent Workspace for HR Case Management application
enables you to interact with employees, respond to inquiries, and resolve issues
quickly.
Employee Center
®
The ServiceNow Employee Center portal connects systems across an enterprise
within one destination site to provide a centralized employee portal. It
requires minimal configuration and a wide variety of features to extend portal
functionality.

Now Assist for HR Service Delivery (HRSD) release notes

®
The ServiceNow Now Assist for HR Service Delivery (HRSD) application enables agents
to summarize case information, generate resolution notes, and summarize the chat
information for an interaction. Your agents can understand the chat and case context and
propose quicker resolutions to your customers. Now Assist for HR Service Delivery (HRSD) was
enhanced and updated in the Yokohama release.
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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Now Assist for HR Service Delivery (HRSD) highlights for the Yokohama release

• Use the new Virtual Agent topics to place employee requests in the Human Capital
Management (HCM) system.
• Use Knowledge Graph to create personalized knowledge models in the form of
Knowledge Graph schemas.
• Create Journey Accelerator plans by using Now Assist for HRSD in Journey designer.

See Now Assist for HR Service Delivery (HRSD) for more information.

Important: Now Assist for HRSD is available in the ServiceNow Store. For details, see
the "Activation information" section of these release notes.

New in the Yokohama release

Now Assist for HRSD Virtual Agent topics

Use the Now Assist for HR Service Delivery (HRSD) Virtual Agent topics to place
employee requests in the HCM system. Examples of requests are when an
employee requests time off or updates their personal details.
Use Knowledge Graph in Now Assist for HRSD
Create and manage personalized knowledge models as Knowledge Graph
schemas that are represented as nodes, edges, and their properties. Virtual
Agent uses the assigned Knowledge Graph schema to resolve employee
requests and queries.
Create a journey using Now Assist
Create Journey Accelerator plans by entering prompts to Virtual Agent without
having to manually create lists and forms.

Activation information

Install Now Assist for HRSD by requesting it from ServiceNow Store. Visit the ServiceNow Store
website to view all the available apps and for information about submitting requests to the
store. For cumulative release notes information for all released apps, see the ServiceNow
Store version history release notes .

Related ServiceNow applications and features

Agent Workspace for HR Case Management (Configurable)

The Agent Workspace for HR Case Management application enables you to
interact with employees, respond to inquiries, and resolve issues quickly.
Journey designer
The Journey designer application enables managers and employees to create
and track journeys. Journeys include transition plans, such as promotions,
offboarding, onboarding, and role changes for employees.

Manager Hub release notes

®
The ServiceNow Manager Hub application increases managers self-service and proactive
engagement with their team by providing insights and recommended actions for what's
most urgent and important to drive team success. It enables managers to grow as leaders
through curated and personalised resources. Manager Hub was enhanced and updated in
the Yokohama release.

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51
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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Manager Hub highlights for the Yokohama release

• Enable manager-employee conversation scheduling.

• Track skill proficiency and assign targeted learning for effective development by using the
Kill score analysis panel.
• Enable managers to view all direct and indirect reports by using multi-manager reporting
to improve team productivity and engagement.

See Manager Hub for more information.

Important: Manager Hub is available in the ServiceNow Store. For details, see the
"Activation information" section of these release notes.

New in the Yokohama release

Know your team members

View employee availability and schedule conversations with employees
using the Create a conversation panel if you do not have Microsoft Outlook
integration enabled or the Schedule a conversation panel if you do.
View employee cards in Skills Expectations section
Track skill proficiency, assign targeted learning, and view in-depth skill progress
bars to monitor employee development by using the Skill score analysis panel.
Know your team members
Enable managers to view all direct and indirect reporting details, daily team
stats, and other employee details such as tasks submitted for approval,
upcoming time off, and employee profiles.

Activation information

Install Manager Hub by requesting it from the ServiceNow Store. Visit the ServiceNow Store
website to view all the available apps and for information about submitting requests to the
store. For cumulative release notes information for all released apps, see the ServiceNow
Store version history release notes .

Related ServiceNow applications and features

Journey Accelerator
Create and publish customized plans for key employee transitions using the
Journey Accelerator templates. Create and access the journey plans from
Manager Hub in Employee Center.
Journey designer
Facilitate daily activities among various cross-functional processes and
departments, and automate processes such as new hire onboarding.
Enterprise Employee Experience Pack
Administer and coordinate your employees return to the workplace in a manner
that promotes your company's safety requirements. Select the Manage return to
office link in the Manager Library tab in Employee Center.
Human Resources Scoped App
Contact HR personnel directly through Employee Center.
Employee Center
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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.
 Complete your tasks and approve any team requests from the Overview tab in
Manager Hub in Employee Center. Team tasks and requests appear only when
the Employee Center Core application is installed.
Proactive Prompts
Provide prompts in Manager Hub to encourage managers or employees to act
quickly.
Talent Development
Help your team achieve their next career milestones by reviewing the
development plans of your team members and completing approvals promptly.
Learning
Assign courses and help your team members get training to grow in all aspects
of their career. Assign learning courses in Manager Hub.
Skills Intelligence
Get an in-depth understanding of your team's skills by reviewing the skill set from
Manager Hub.

Employee Center release notes

®
The ServiceNow Employee Center application is a multi-department dynamic portal
for service delivery and employee engagement. Employee Center was enhanced and
updated in the Yokohama release.

Employee Center highlights for the Yokohama release

• Resolve tasks created from submitted negative feedback with the Integrated experience
and service feedback functionality.
• Enable employees to seek assistance through virtual or in-person appointments, or by
joining walk-up queues for immediate support.
• Host live company events seamlessly in the employee portal with streamlined pre-event
communications and a drag-and-drop editor for easy content creation.

See Employee Center for more information.

Important: Employee Center is available in the ServiceNow Store. For details, see the
"Activation information" section of these release notes.

New in the Yokohama release

Favoriting topic pages

Enable one-click access for employees to their most frequently accessed topics
through topic pages added to the Favorites widget.
Single-click taxonomy sync
Sync taxonomy updates across Advanced Portal Navigation hierarchy levels
with one click.
Guided Self-Service enhancements

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 • Admins can provide more detailed answers or guidance to a Guided Self-
Service response by adding rich media, including images and videos and
formatted text.
• Employees can review and edit their previous responses.
• Employees can search for and discover Guided Self-Service processes using
AI-powered search.

Enhanced apps discovery and visibility preferences (Employee Center Pro)

Employees can search for authorized work applications using the AI-powered
global search bar.
Appointment booking with HR representative (Employee Center Pro)
Employees can schedule in-person or virtual appointments to get help through a
quick link in the Mega Menu or Quick links widget.
Rich Content Editor updates (Employee Center Pro)
Build more visually engaging content in microsites and news through additional
formatting elements including bulleted and numbered lists, table or grid layouts,
and accordion lists.
Portal shortcuts for content authoring (Employee Center Pro)
Content authors can now easily edit or create news articles and banners
using shortcuts in the Content Experiences or News widgets. The system auto-
generates publishing plans, streamlining content delivery to the selected widget
and reducing the effort needed for configuration.
Integrated experience and service feedback (Employee Center Pro)

• Set a rating threshold that automatically generates a feedback task.

• Receive feedback tasks from negative feedback submitted through Now
®
Mobile .
• Receive automated email notifications when feedback tasks are completed.
• Track your feedback responses through the Feedback Analytics dashboard for
®
portal, email, Virtual Agent, kiosks, and Now Mobile .

Live company events hosting and communications framework (Employee Center Pro)
Live company events can now be hosted directly in the Employee Center Pro
portal, with prebuilt configurations to streamline the pre-event communications
and handle traffic surges. Content authors can easily create and share event
content using the drag-and-drop Rich Content Editor, combined with mass-
publishing capabilities similar to news articles.
Improved topic search ranking
The Topic content search widget now ranks topics based on user clicks,
improving the relevance of search results and making it easier for employees to
find their frequently used topics.
Quick start tests for Employee Center

After upgrades and deployments of new applications or integrations, run quick

start tests to verify that Employee Center works as expected. If you customized
Employee Center, copy the quick start tests and configure them for your
customizations.

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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.
 Activation information
Install the Employee Center plugin by requesting it from the ServiceNow Store. Visit the
ServiceNow Store website to view all the available apps and for information about
submitting requests to the store. For cumulative release notes information for all released
apps, see the ServiceNow Store version history release notes .

Related ServiceNow applications and features

Now Mobile app

®
Now Mobile application enables users to manage and create tasks and access
other company resources from their mobile device.
®
Install the Now Mobile application from ServiceNow Store to install the default
taxonomy for the employee content store application. This application auto-
assigns the employee taxonomy to the Mobile Employee Service portal (MESP)
record.

ServiceNow Add-in for Microsoft 365 release notes

The ServiceNow Add-in for Microsoft 365 provides an extensible framework to invoke multi-
®
department service workflows in ServiceNow Employee Center embedded in Microsoft 365
apps. ServiceNow Add-in for Microsoft 365 is a new application in the Yokohama release.

ServiceNow Add-in for Microsoft 365 highlights for the Yokohama release

• Access any catalog form in Employee Center and submit requests within Microsoft 365
apps.
• Load any ServiceNow form or navigate to a link in Employee Center.
• Map message or appointment fields in Microsoft Outlook to be auto-populated in
ServiceNow catalogs or forms.
• Configure extension points to support messages and appointments in read and compose
modes.

See ServiceNow Add-in for Microsoft 365 for more information.

Important: ServiceNow Add-in for Microsoft 365 is available in the ServiceNow Store.
For details, see the "Activation information" section of these release notes.

ServiceNow Add-in for Microsoft 365 features

Create a manifest file

Create a manifest file with the configurations that you want to enable for the
ServiceNow Add-in for Microsoft 365.
Map email fields to a catalog item
Map fields from an email or meeting invite to copy and auto-populate a
catalog form.
Map email fields to a form
Map fields from an email or meeting invite to copy and auto-populate a
ServiceNow form.
Configure single sign-on for ServiceNow Add-in for Microsoft 365

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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.
 Enable employees to access the add-in from any Microsoft 365 app without
having to sign in to Employee Center.

Activation information
Install ServiceNow Add-in for Microsoft 365 by requesting it from the ServiceNow Store. Visit
the ServiceNow Store website to view all the available apps and for information about
submitting requests to the store. For cumulative release notes information for all released
apps, see the ServiceNow Store version history release notes .

Additional requirements
You must have Microsoft Outlook 2019 or a later version to use ServiceNow Add-in for
Microsoft 365.

Related ServiceNow applications and features

Employee Center
Use Employee Center embedded in Microsoft Outlook by loading any catalog
form.

Journey designer release notes

®
The ServiceNow Journey designer application enables managers and employees to create
and track journeys. Journeys include transition plans, such as promotions, offboarding,
onboarding, and role changes for employees. Journey designer was enhanced and
updated in the Yokohama release.

Journey designer highlights for the Yokohama release

• As a manager managing the journey of reportees using Journey designer you can draft a
journey with custom plans and tasks with help from Now Assist. Provide an AI prompt so that
Now Assist can help you build a journey that matches your career goals and aspirations.
• The following Lifecycle Events flows have been migrated to flows.
◦ HR Activity Set Trigger Check
◦ Lifecycle Event Notification
◦ Lifecycle Event Case Approval
◦ HR Activity Set Launcher
◦ HR Activity Launcher
◦ Account Notification
◦ Add LE activity user to Pulse Survey

See Journey designer for more information.

Activation information
Install Journey designer by requesting it from the ServiceNow Store. Visit the ServiceNow
Store website to view all the available apps and for information about submitting requests
to the store. For cumulative release notes information for all released apps, see the
ServiceNow Store version history release notes .

Important: Journey designer is available in the ServiceNow Store. For details, see the
"Activation information" section of these release notes.
© 2024 ServiceNow, Inc. All rights reserved.
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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.
 Related ServiceNow applications and features

Journey Accelerator
Define and manage plan types for employee transitions, such as promotions,
onboarding, offboarding, and more.
Learning Posts
With the ServiceNow Learning Posts application, create an omnichannel
learning experience that empowers employees to access the right learning
when they need it.
Lifecycle Events

The Lifecycle Events application helps to facilitate daily activities among various
cross-functional processes and departments. It makes completing processes that
relate to an employee's daily life more efficient and easier.
®
Now Mobile release notes
® ®
The ServiceNow Now Mobile application enables your users and employees to submit
incidents and requests, manage tasks, and access company resources from anywhere. Now
®
Mobile was enhanced and updated in the Yokohama release.
®
Now Mobile highlights for the Yokohama release
Get personalized search results with the Now Assist genius results search functionality in Now
®
Mobile .

See Now Mobile app for more information.

Important: Now Mobile® is available in the ServiceNow Store. For details, see the
"Activation information" section of these release notes.

New in the Yokohama release

®
Now Assist genius results in Now Mobile
®
Now Assist genius results in Now Mobile provides a personalized way of using
the search functionality as opposed to the traditional AI Search experience.

The following plugins are required to access this functionality.

®
• Now Mobile version 29.2
• Employee Center version 35.0

Activation information
®
Install Now Mobile by requesting it from the ServiceNow Store. Visit the ServiceNow Store
website to view all the available apps and for information about submitting requests to the
store. For cumulative release notes information for all released apps, see the ServiceNow
Store version history release notes .

Related ServiceNow applications and features

Employee Center
The Employee Center portal is a standard multi-department dynamic portal
for service delivery, and employee engagement. Employee Center mobile

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 capabilities enable employees to stay connected regardless of when, where,
and how they’re working.

Talent Development release notes

®
The ServiceNow Talent Development application enables managers and employees
to identify and track career growth and development opportunities. It supports career
growth through conversations, talking points, and ongoing development tracking. Talent
Development was enhanced and updated in the Yokohama release.

Opportunity Marketplace release notes

®
The ServiceNow Opportunity Marketplace application transforms internal mobility, providing
employees with a unified hub to explore career opportunities. Opportunity Marketplace was
enhanced and updated in the Yokohama release.

Opportunity Marketplace highlights for the Yokohama release

• Opportunity owners can select multiple user criteria when creating opportunities.
• Import an opportunity from the ServiceNow Project Workspace. Importing a project from
the Project Workspace is only available with the Project type opportunity.

See Opportunity Marketplace overview for more information.

Important: Opportunity Marketplace is available in the ServiceNow Store. For details,

see the "Activation information" section of these release notes.

New in the Yokohama release

Create project opportunities by importing project details from Project Workspace

Opportunity owners create gigs, projects, and volunteer opportunities.
Opportunity details for Project type opportunities can be imported from projects
in the ServiceNow Project Workspace. These opportunities are different from
internal jobs. OPM enables you to manage any opportunities that you create
and track applications. The ability to create opportunities is based on user
criteria.
Select multiple user criteria groups
Access to opportunities is controlled by assigning user criteria groups to an
opportunity. From the Opportunity details page of the Create an opportunity
widget, you can select multiple user criteria to manage access to the
opportunity.

UI changes

A new step is added in the task for creating opportunities.

You must select how you want to get started with creating an opportunity.
• Create using an existing project enables opportunity owners with the correct
assigned roles to import details from Project Workspace projects.

Note: This option is only visible when both Project Workspace and
Opportunity Marketplace are installed.

• Create on your own enables Opportunity Marketplace opportunity owners to

create opportunities of type Gig, Project, or Volunteer.

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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.
 Enable selection of multiple user goups to manage which groups of users can view an
opportunity.
Select multiple user criteria groups from the Who can view this opportunity? field
on the Opportunity details widget page.

Changed in this release

Import Project Workspace project information to create an opportunity

Opportunity Marketplace opportunity owners can create Project Opportunity
®
types by importing projects from the ServiceNow Project Workspace.

Note: Creating a project opportunity type by importing a project file

is only available to users with both ServiceNow Project Workspace and
Opportunity Marketplace installed.

An opportunity owner must have the following roles assigned to them to

create a Project type opportunity by importing project details from Project
Workspace.
reource_user Resource management process
If you’re assigned the resource_user role, you can be a
resource requester.
sn_ppm_read
The sn_ppm_read role provides read-only access to the
Portfolio, Program, and Timecard dashboards along with the
Resources report to the assigned users.

Select multiple user criteria groups

Opportunity owners can select multiple user criteria groups from the Who
can views this opportunity? field on the Opportunity details page. For more
information, see Create opportunities in Opportunity Marketplace .

Activation information
Install Opportunity Marketplace by requesting it from the ServiceNow Store. Visit the
ServiceNow Store website to view all the available apps and for information about
submitting requests to the store. For cumulative release notes information for all released
apps, see the ServiceNow Store version history release notes .

Related ServiceNow applications and features

Talent Development Core

Talent Development Core helps employees identify growth and development
areas, create a plan, and track the success of the plan.
Career Conversations
Career Conversations support an end-to-end process for individuals and
managers to create and manage career growth conversations.
Opportunity Marketplace
Opportunity Marketplace enhances career mobility. It provides employees
an intuitive experience to explore career opportunities. Customizable match
preferences are seamlessly integrated with your Applicant Tracking System
(ATS) to enhance employee engagement with transparent and efficient career
development.
© 2024 ServiceNow, Inc. All rights reserved.
59
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.
 Leader Hub
Leader Hub empowers organizational leaders to understand the strengths of
their teams, identify gaps in skills, and facilitate changes that are simultaneously
conducive to their workforce and the achievement of desired business
outcomes.
Employee Goals
®
The ServiceNow Employee Goals application lets employees view and track
their career goals from the Employee Center. This application is a tool that
enables employees to stay focused and aligned with your company's strategic
objectives, resulting in improved overall organizational performance.
Mentoring
®
The ServiceNow Mentoring application is a platform that connects individuals
seeking mentorship with experienced mentors. It creates a seamless experience
for both mentees and mentors.
Learning
The Learning application enables you to discover, manage, and engage with
career development content. It enables users to configure learning catalogs
that contain course items from both internal and external learning systems.
Career Conversations
Supports an end-to-end process for individuals and managers to create and
manage career growth conversations.
Skills Intelligence
®
The ServiceNow Skills Intelligence application is an AI-driven platform that you
can use in your organization to develop a workforce that is based on skills.
Employee Center
The ServiceNow Employee Center portal is a standard multi-department,
dynamic portal for service delivery and employee engagement.
Manager Hub
®
The ServiceNow Manager Hub increases managers self-service and proactive
engagement with their team by providing insights and recommended actions
for what's most urgent and important to drive team success. It enables
managers to grow as leaders through curated and personalized resources.

Talent Development Core release notes

®
The ServiceNow Talent Development Core application supports an end-to-end process for
individuals and managers to take control of their career growth and development plans.
Talent Development Core was enhanced and updated in the Yokohama release.

Talent Development Core highlights for the Yokohama release

• As an employee, Credly integration now enables you to display your digital credentials
better demonstrating your skills in a tangible way.
• As an administrator, use Achievements and Credentials, to view various forms of digital
credentials such as badges, awards, certifications.
• As an employee that meets the Talent Development user criteria, you can add custom
®
opportunities with help from ServiceNow Now Assist. Provide an AI prompt so that Now
Assist can help you build a growth plan that matches your career goals and aspirations.

See Talent Development Core for more information.

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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.
 Important: Talent Development Core is available in the ServiceNow Store. For details,
see the "Activation information" section of these release notes.

New in the Yokohama release

Credly integration
As an employee, Credly integration now empowers you to display your digital
credentials better demonstrating your skills in a tangible way.
View user credentials
As an administrator, Achievements and Credentials now enables you to view
user credentials and use achievement credential templates to sync credentials
from third-party credential providers, for example: Credly
Create a growth plan with the help of Now Assist
As a Talent Development user, manage your career growth by creating a
growth plan with the help of Now Assist. With Now Assist, you can provide details
to craft a prompt that describes your career goals.

Note: This feature is available when you have both Talent Development
Core and Now Assist for HRSD installed.

UI changes

Credly Badges
As an employee, view your achievement badges on your employee profile.
(Available across multiple applications within Talent Development Core).
Create a growth plan with the help of Now Assist
You can create growth plans with the help of Now Assist. Employees can select
the Build with Now Assist button to access help from Now Assist.
Review skills
A new Review skills button has been added in Career Conversations that
employees can use to rate their proficiency for each skill they've added.

Activation information
Install Talent Development Core by requesting it from the ServiceNow Store. Visit the
ServiceNow Store website to view all the available apps and for information about
submitting requests to the store. For cumulative release notes information for all released
apps, see the ServiceNow Store version history release notes .

Related ServiceNow applications and features

Career Conversations
Career Conversations support an end-to-end process for individuals and
managers to create and manage career growth conversations.
Opportunity Marketplace
Opportunity Marketplace enhances career mobility. It provides employees with
an intuitive experience to explore career opportunities. Customizable match
preferences are seamlessly integrated with your Applicant Tracking System
(ATS) to enhance employee engagement with transparent and efficient career
development.
Leader Hub
© 2024 ServiceNow, Inc. All rights reserved.
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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.
 Leader Hub empowers organizational leaders to understand the strengths of
their teams, identify gaps in skills, and facilitate changes that are simultaneously
conducive to their workforce and the achievement of desired business
outcomes.
Employee Goals
®
The ServiceNow Employee Goals application lets employees view and track
their career goals from the Employee Center. This application is a tool that
enables employees to stay focused and aligned with your company's strategic
objectives, resulting in improved overall organizational performance.
Mentoring
®
The ServiceNow Mentoring application is a platform that connects individuals
seeking mentorship with experienced mentors. It creates a seamless experience
for both mentees and mentors.
Learning
The Learning application enables you to discover, manage, and engage with
career development content. It enables users to configure learning catalogs
that contain course items from both internal and external learning systems.
Skills Intelligence
®
The ServiceNow Skills Intelligence application is an AI-driven platform that you
can use in your organization to develop a workforce that is based on skills.
Employee Center
ServiceNow Employee Center portal is a standard multi-department, dynamic
portal for service delivery, and employee engagement.
Manager Hub
®
The ServiceNow Manager Hub increases a manager's self-service and
proactive engagement with their team by providing insights and recommended
actions for what's most urgent and important to drive team success. It enables
managers to grow as leaders through curated and personalized resources.

Mentoring release notes

®
The ServiceNow Mentoring application offers improved networking opportunities and
enables individuals to forge meaningful connections. Mentoring was enhanced and
updated in the Yokohama release.

Mentoring highlights for the Yokohama release

• Store a Mentoring snapshot of all overlapping preferences at the time of the relationship
acceptance by the mentor. Derive skills tagged to Mentoring Relationships based on the
snapshot.
• As a mentee, view Match Insights with a particular Mentor to understand how well they are
matched before choosing the Mentor.
• As a mentee, share mentoring preferences and timeline information with your manager
that help in the validation of your skills.

See Mentoring for more information.

Important: Mentoring is available in the ServiceNow Store. For details, see the
"Activation information" section of these release notes.

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 New in the Yokohama release

Snapshot of preferences
Store a Mentoring snapshot of all overlapping preferences at the time of
relationship acceptance by the mentor.
Mentor match insights
Mentees and Mentors can view suggested matches based on their enrolled
preferences or skills.

UI changes

Share mentor names and key dates with my manager check box
A new Share mentor names and key dates with my manager check box is
introduced in the mentee preferences form. Selecting this check box shares
information with your manager and helps them validate your skill levels.

Activation information
Mentoring can be installed with the activation of the Employee Connections plugin, which is
part of Talent Development Core. For more information, see Talent Development Core .

Related ServiceNow applications and features

Skills Intelligence
®
The ServiceNow Skills Intelligence application is an accessible and dynamic
artificial intelligence (AI) platform that effectively solves the challenge of
managing and using skills-related data.
Career Conversations
®
The ServiceNow Career Conversations application supports an end-to-end
process for individuals and managers to create and manage career growth
conversations.
Opportunity Marketplace
®
The ServiceNow Opportunity Marketplace application enhances career
mobility. It provides employees with an intuitive experience to explore career
opportunities. Customizable match preferences are seamlessly integrated with
your Applicant Tracking System (ATS) to enhance employee engagement with
transparent and efficient career development.

Skills Intelligence release notes

®
The ServiceNow Skills Intelligence application provides an overview of skills-related data and
enables admins to work on Job architecture data from a single location. Skills Intelligence
was enhanced and updated in the Yokohama release.

Skills Intelligence highlights for the Yokohama release

• Skill Harmonization lets you import and combines skills from the external learning
management system (LMS) to have one source for skills.
• Integrating Workday Learning skills and Workday Employee skills into the current import flow
and relate them to the respective employees in the ServiceNow system.

See Skills Intelligence for more information.

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 Important: Skills Intelligence is available in the ServiceNow Store. For details, see the
"Activation information" section of these release notes.

New in the Yokohama release

Bring in skills through Skills import

Import skill sets from the Workday Employee spoke using the existing import flow
in the Skills Intelligence Workspace. The imported sets of skills can either be the
full list of skills from a given input or a subset.

Import skills data from the external systems with the new Integration option in the
Skills import.

Automatically identify skills that are similar to the existing skills in the library
(cmn_skills) and display them in the Existing matches section.

Activation information
Install Skills Intelligence by requesting it from the ServiceNow Store. Visit the ServiceNow
Store website to view all the available apps and for information about submitting requests
to the store. For cumulative release notes information for all released apps, see the
ServiceNow Store version history release notes .

Additional requirements
The Skills Intelligence Workspace plugin (sn_skills_int_ws) must be installed to access the
workspace experience.

Related ServiceNow applications and features

Workday Learning Spoke

Use the Workday Learning spoke to import course related skills from the Workday
Learning instance to your ServiceNow instance.
Workday HR Spoke
Use the Workday HR spoke to import all skills users have in their Workday profiles
to your ServiceNow instance.

Environmental, Social, and Governance Management release notes

®
The ServiceNow ESG Management application helps you to manage all your
environmental, social, and governance (ESG) commitments. ESG Management was
enhanced and updated in the Yokohama release.

ESG Management highlights for the Yokohama release

• Model and prepare for potential outcomes with what-if scenario analysis tools that can
help with your strategic planning.
• Review the calculated metric definition data by using a formula tree so that you can
access detailed information on the operands, metric definitions, metrics, and emission
factors.
• Streamline ESG metric tracking and enable trend analysis with enhanced Metric data tasks
that support choice and HTML response formats and table improvements.

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 • Import your historical metric data by using an import template to update and manage
metric data within your organization.
• Assign data owners dynamically for metrics that are based on configurations.

See Environmental, Social, and Governance Management for more information.

Important: ESG Management is available in ServiceNow Store. For details, see the
"Activation information" section of these release notes.

New in the Yokohama release

Forecast planning and analysis

Model and prepare for potential outcomes by using forecast planning analysis.
With these tools, you can create, save, or visualize multiple scenarios.
Formula tree
Explore the calculated metric definitions by reviewing a structured and visual
representation of the entire calculation chain. By using a formula tree, you can
access the calculation details and view how the different metrics and emission
factors are interconnected.
Historical metric data
Import the historical metric data by using a pre-defined import template with
instructions. With this process, you can update and manage the metric data
within your organization and help to ensure that all data complies with the
established business rules.
Dynamic filtering for Microsoft 365 for ServiceNow Reporting
Filter the fields dynamically and set up dependencies by using related fields. In
the Microsoft 365 add-in, you can configure fields so that cascading filters are
supported dynamically. You can select a value in a field and have the related
fields automatically update to show the relevant options. This process helps you
to streamline data entry and improve efficiency.

UI changes

Forecast planning and analysis

The forecast planning analysis module is now included in the List view of the ESG
Workspace.

Changed in this release

Result types
If you have the ESG manager [sn_esg.metric_manager] role, you can now
configure either text, choice, or HTML format options for responses to qualitative
metric data tasks that are related to manual metric definitions, including both
initial and overridden responses. These options help you achieve more precision
and detail in your data collection process.
Metric data table filters and side panel enhancements
If you have the ESG data owner [sn_esg.data_owner] role, you can now apply
filters by using the filter menu and reject or approve tasks from the metric data
table side panel. Data owners can now multi-submit and assign approvers to
multi-approve or reject tasks, with the option to use choice and HTML response
formats.
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 Data owner assignment types
If you have the ESG Manager [sn_esg.metric_manager] role, you can now
configure the Data Owner Assignment type to be either simple or advanced
for manual metric definitions. When you select the Simple option, the system
assigns the specified Data Owner or Data Owner Group to the Metric Data
Task. If you choose the Advanced assignment option, which is available with
the GRC: Approver Configurator application, you can set custom configuration
conditions, tables, or data owners to dynamically assign data owners.
Table added to the GRC: Metrics application

The following tables were added to the GRC: Metrics application:

• sn_grc_metric_import_job
• sn_grc_metric_data_import
• sn_grc_metric_st_import_log
• sn_grc_metric_st_transform_history
• sn_grc_metric_import_template

Table added to the ESG content accelerator application

The sn_esg_content_issb_citation table was added to the ESG content
accelerator application.
Table added to the Forecast planning analysis application
The following tables were added to the Forecast planning analysis application:
• sn_grc_forecast_analysis
• sn_grc_forecast_context
• sn_grc_forecast_data
• sn_grc_forecast_parameter_data

Database view added to the Scope 3 emissions management application

The sn_esg_scope3_asset_emissions database view was added to the Scope 3

emissions management application.
Changes made to the sn_grc_metric_data_task table
In the sn_grc_metric_data_task table, the job_submitted, job_errors, choice,
overridden_choice, html, and overridden_html columns were added. The
type="string" attribute was added to the state column.
Changes made to the sn_grc_metric_metric table
In the sn_grc_metric_metric table, the period_date, data_owner_type,
data_owner, and data_owner_group columns were added. The type="string"
attribute was added to the domain_area column.
Changes made to the sn_grc_metric_parent_data table
In the sn_grc_metric_parent_data table, the formula_operands columns, and
html columns were added.
Changes made to the sn_grc_metric_base_definiton table
In the sn_grc_metric_base_definiton table, the formula_tree, result_type,
choice_table, choice_field, choice_condition, data_owner_assignment_type,
source columns were added. The type="string" attribute was added to the
frequency column.
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 Changes made to the sn_grc_metric_data_by_entity table
In the sn_grc_metric_data_by_entity table, the html column was added.
Attributes modified in the sn_grc_metric_collector_data table
In the sn_grc_metric_collector_data table, the display="true" attribute was
removed from the collector_definition column.
Attributes modified in the sn_grc_metric_data_process_queue table
In the sn_grc_metric_data_process_queue table, the
reference_cascade_rule="delete" attribute was added to the metric_definition
column.
Attributes modified in the sn_grc_metric_definition table
In the sn_grc_metric_definition table, the type="string" attribute was added to
the type, method_type columns.
Changes made to the sn_esg_msoff_intg_o365_reporting_configuration_filter table
In the sn_esg_msoff_intg_o365_reporting_configuration_filter table, the
related_fields column was added. The display="true" attribute was added to the
field_name column in the sn_esg_msoff_intg_o365_reporting_configuration_filter
table.
System properties are added to the GRC: Metrics application
The following properties were added to the GRC: Metrics application:
• com.glide.event_manager.grc_metrics_queue.even.load.distribution.enabled
• com.glide.event_manager.grc_metrics_queue.claim_limit

Deprecations
Business rules were deactivated and moved to common script include methods as part of
GRC Metrics. For more information, see the KB article: KB1734660 .

Activation information

Install ESG Management by requesting it from ServiceNow Store. Visit the ServiceNow Store
website to view all the available apps and for information about submitting requests to the
store. For cumulative release notes information for all released apps, see the ServiceNow
Store version history release notes .

Field Service Management release notes

®
The ServiceNow Field Service Management application automates processes, enhances
communication, and transforms field service delivery with AI-powered workflows to resolve
customer needs efficiently, transparently, and proactively. Field Service Management was
enhanced and updated in the Yokohama release.

Field Service Management highlights for the Yokohama release

• Define configurable rules that you can use to derive recommendation scores and optimize
your appointment booking slots.
• Create advanced dependency relationships among tasks to enhance scheduling
accuracy.
• Optimize your task assignments by using dependencies that align with the overall
objectives and constraints of your resource allocation.

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 • Streamline your capacity and resource management by using enhanced visualization in
the Capacity Console.
• Calculate the work duration for a work order task more accurately by using the Agent
Efficiency feature.

See Field Service Management for more information.

New in the Yokohama release

Dispatcher Workspace
Use Dispatcher Workspace to perform the following tasks:
• View the Field Service agent’s real-time location and completed daily route.
• Use a condition builder to filter relevant resources. You can also extend existing
tables to filter custom fields.
• Use advanced filters with hierarchical structures to filter territories.
• View task scheduling conflict messages in the Dispatcher Workspace to
improve visibility and facilitate resolutions for dispatchers.

Field Service Agent Efficiency

Use Agent Efficiency to perform the following tasks:
• Define the agent efficiency criteria to calculate the Agent Efficiency for a
task.
• Calculate the estimated work duration for a work order task more accurately
based on the Agent Efficiency feature.
• Enhance manual task assignment and dynamic scheduling for a task by
leveraging Agent Efficiency.
• Optimize Intelligent Task Recommendation by incorporating Agent Efficiency
values so that dispatchers can assign tasks more effectively.

Appointment Booking
Use Appointment Booking to perform the following tasks:
• Replicate the application and service-based configurations across instances.
• Grade the appointment booking slots by recommended or available slots to
ensure optimal scheduling.
• Use the seismic appointment booking calendar across all user interfaces to
ensure a consistent and seamless scheduling experience.

Task dependencies
Use task dependencies to perform the following tasks:
• Enable administrators and dispatchers to define advanced task
dependencies, such as start together or start after start, so that you can ensure
that tasks are executed in the right order.
• Enable dispatchers to create task dependencies within or between work
orders.

Schedule Optimization
Use Schedule Optimization to perform the following tasks:
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 • Enable dispatchers to optimize resource assignments that are based on the
dependency relationship between tasks.
• Generate more accurate scheduling and assist your field technicians in
navigating traffic conditions more effectively by configuring Schedule
Optimization. You can consider time-of-day and set up intraday scheduling to
leverage real-time traffic data when certain conditions are met.
• Use new optimization features, such as Maximize consecutive collocated task
assignments and Minimize task start times, when you're creating a policy.
• Provide greater control over task distribution by enabling a new drip feed
property, Number of tasks, to enhance your scheduling capabilities.
• Expect more reliable and efficient task scheduling due to resolved conflicts
between the various scheduling engines.
• View the task scheduling conflict messages on the task, user, and group
records when optimization is in progress.

Capacity and Reservations Management

Use Capacity and Reservations Management to perform the following tasks:
• Leverage the capacity console to efficiently manage resource allocation
across territories and demand channels so that you can enable your teams to
analyze field technician performance and make data-driven decisions.
• Set flexible reservation rules to define the minimum and maximum resource
allocations so that you can enable dynamic adjustments to capacity based
on shifting demands.
• Create recurring capacity assignments for specific days of the week for long-
term capacity planning and management.
• Enable multiple overrides for the same date range to address demand
fluctuations so that you can manage exceptions with more precision and
flexibility.

Scheduling Health dashboard

Use the Scheduling Health dashboard to view these additional Schedule
Optimization metrics:
• Tasks without skills
• Technicians without skills
• Tasks without parts
• Technicians without parts

Business location-based work management

Enable your staff across various industries to efficiently manage work orders.
Your employees can resolve tasks that are specific to their assigned location,
while your managers can oversee the tasks across their assigned locations. You
can reinforce your security by ensuring that your staff can only access the work
orders that are related to their designated locations.
Workforce
Use Workforce to perform the following tasks:

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 • Enable additional users to use Workforce by adding additional managers to
assignment groups.
• Enable managers to view the event management tab when Workforce
Optimization for Field Service is active.

Smart Assessment for Field Service Questionnaire

Use Smart Assessment templates to perform the following tasks:

• Migrate from a survey-based questionnaire to Smart Assessment based
questionnaires.
• Create work order questionnaires.
• Set up detailed instructions that include rich text and images.
• Configure conditional questions based on responses of all other types of
questions and across sections.
• Allow additional comments or attachments on a question's response.
®
• Improve the work order questionnaire in the Mobile Agent application by
implementing a paginated layout, providing instructions with questions, and
offering in-line choices.

Planned Work Management

Seamlessly migrate monthly and annual plans from Planned Maintenance to
Planned Work Management.

UI changes

Field Service Agent Efficiency

• Configure and define the Agent Efficiency criteria.

• Add an Agent Efficiency value for an agent.
• The Planned work duration and Agent efficiency criteria fields were added.

Appointment Booking
An optional seismic appointment booking Calendar with slot recommendation is
available for Appointment Booking.
Task Dependency

• Upstream task is renamed as Predecessor task.

• Downstream task is renamed as Successor task.
• New fields were added to define advanced task dependencies.

Work order questionnaire

• You have in-line choices for a question when completing a work order
questionnaire through the Now Mobile Agent application.
• You can add additional information to a question when completing a work
order questionnaire through the Now Mobile Agent application.

Smart Assessment for Field Service Questionnaire

Added a toggle to enable Smart Assessments for a work order questionnaire.
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 Changed in this release

SLAs in Dispatcher Workspace

The SLAs breached query on the Dispatcher Dashboard in Dispatcher
Workspace has been updated to look at the SLAs that are associated with the
work order tasks only instead of the work orders and work order tasks. The SLA
breached counter on the task cards is also static, instead of real time. For more
information on changing the SLA timer on task cards, see the Enable the SLA
timer on work order task cards property on Configure settings for Dispatcher
Workspace .
Assignment groups and territories in Dispatcher Workspace
You must save the default assignment groups or territories in Dispatcher
Workspace to load when you open Dispatcher Workspace. If you don’t have
the defaults saved, then you must select the assignment groups or territories to
appear every time you open Dispatcher Workspace. This change is made to
improve the performance of Dispatcher Workspace. For more information on
saving the default assignment groups, see the Groups section on the General
tab on Enable Dispatcher Workspace settings . For information on saving
default territories, see Select Territories in Dispatcher Workspace . Administrators
can disable this by setting the sn_fsm_disp_wrkspc.enableEmptyState
system property to false.
Work order questionnaire
Availability of inline choices for a question and the ability to add additional
information for a question when completing a work order questionnaire through
the Now Mobile Agent application.
Role to access opportunities
The Opportunity Writer sn_opty_mgmt_core.opportunity_writer
role has been replaced with the Opportunity Contributor
sn_opty_mgmt_core.opportunity_contributor role.
Field service technicians can use the new Opportunity
Contributor[sn_opty_mgmt_core.opportunity_contributor role to create and view
opportunities.

Removed in this release

The approval for new requests workflow was removed from the Field Service Management
Business Process configuration. Existing customers that use this workflow are unaffected. New
®
customers can use ServiceNow Workflow Studio to build the approval for the new requests
workflow. For more information on Workflow Studio, see Flow Designer .

Deprecations
Starting with the Yokohama release, Approval Workflow for FSM is being prepared for future
deprecation. It will be hidden and no longer activated on new instances but will continue
to be supported. For details, see the Deprecation Process [KB0867184] article in the Now
Support Knowledge Base.

Activation information
Field Service Management is a Now Platform feature that is active by default.

Leverage advanced features of Appointment Booking, such as the appointment

slot recommendation, by activating the Advanced Appointment Booking
(com.snc.advanced_appointment_booking) plugin.
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 Define the task dependencies for a work order task and schedule tasks based
on the dependency by activating the Field Service Task Dependencies
(com.snc.fsm_task_dependency) plugin.

Integrate agent efficiency metrics with Field Service Management to define and use the
efficiency of agents to estimate the work duration for tasks by activating the FSM Agent
Efficiency (com.snc.fsm_agent_efficiency) plugin.

Related ServiceNow applications and features

Financial Management
®
Field Service Management integrates with the ServiceNow Financial
Management application to allocate, track, and report expenses in your
organization.

Note: The Financial Management for CSM plugin

(com.snc.financial_management_for_csm) is no longer available for direct
activation. You can request this plugin through Now Support Customer
Service.

Customer Service Management

The Customer Service with Field Service Management plugin
(com.snc.csm_fsm_integration) integrates the Field Service Management and
®
ServiceNow Customer Service Management (CSM) applications to enable you
to view account and contact information on work orders and work order tasks in
the Field Service Management application.
Service Portfolio Management
®
Field Service Management integrates with the ServiceNow Service Portfolio
Management application to enable you to create work orders directly from
project tasks.
Workspace
®
ServiceNow Workspace is a graphical user interface that puts multiple tools
on one page, including the tools that agents use to find, research, and resolve
issues. CSM Configurable Workspace and CSM Agent Workspace are customer
service-specific implementations that provide tier 1 agents with the tools needed
to respond to customers and to resolve cases.

Financial Services Operations release notes

Financial Services Operations has new and updated features in the Yokohama release.

Ethoca Spoke
®
The Ethoca Spoke connects ServiceNow to Ethoca APIs, enabling customers to handle
dispute management and fraud prevention more efficiently and securely, reducing the
need for chargebacks. Ethoca Spoke was enhanced and updated in the Yokohama
release.

Ethoca Spoke highlights for the Yokohama release

Leveraging Ethoca Spoke actions enable issuers to:
• Resolve disputes efficiently at a faster pace, reducing chargeback costs
• Enhance collaboration between stakeholders, thus improving the customer experience

See Ethoca spoke for more information.

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 Important: Ethoca Spoke is available in the ServiceNow Store. For details, see the
"Activation information" section of these release notes.

Changed in this release

Ethoca spoke actions

The following Ethoca Spoke actions were built for Ethoca Alerts API in version
3.0.0:
• Create Transaction Alert
• Look up Transaction Alert Status by Batch
• Look up Alert Status
• Look up Alert Outcome by Batch Stream

Note: To enable the Look up Alert Outcome by Batch Stream action,

install the ServiceNow IntegrationHub Action Template - Data Stream
(com.glide.hub.action_type.datastream) plugin.

Activation information

Install Ethoca Spoke by requesting it from the ServiceNow Store. Visit the ServiceNow Store
website to view all the available apps and for information about submitting requests to the
store. For cumulative release notes information for all released apps, see the ServiceNow
Store version history release notes .

Related ServiceNow applications and features

Integration Hub
®
Automate integration tasks using ServiceNow components for ServiceNow
Workflow Studio, or develop custom integrations. A separate subscription is
required.
Integration Hub available spokes
Activate spokes to enhance your Workflow Studio experience with integration-
specific content. Use prebuilt flows and actions to automate your integrations or
create your own integration automation.
Integrating with spokes
®
Integrate spokes with ServiceNow Financial Services Operations (FSO)
applications to enable flow designers to provide specific actions within Workflow
Studio for those applications.

Financial Services Card Operations release notes

®
The ServiceNow Financial Services Card Operations application provides dispute agents
with the necessary data to expedite dispute resolutions and improve the overall disputes
experience. Financial Services Card Operations was enhanced and updated in the
Yokohama release.

Financial Services Card Operations highlights for the Yokohama release

The Financial Services Card Operations data model is updated in this release with
reparented tables to align the data and manage the dispute transactions more effectively.

See Financial Services Card Operations for more information.

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 Important: Financial Services Card Operations is available in ServiceNow Store. For
details, see the "Activation information" section of these release notes.

Important information for upgrading Financial Services Card Operations to

Yokohama
During the upgrade to Yokohama, the Financial Services Card Operations plugin reparents
the Card Disputes Transaction table [sn_bom_credit_card_disputes_transaction] to the
Financial Task table [sn_bom_task] in Financial Services Operations Core.
®
Reparenting leverages the benefits and advancements of ServiceNow Financial Services
Operations Core while preserving the functionality of existing applications.

Note: If your instance uses the Card Disputes Transaction table

[sn_bom_credit_card_disputes_transaction] and it contains a large amount of data, you
may experience increased upgrade times.

Activation information
Install Financial Services Card Operations by requesting it from ServiceNow Store. Visit
the ServiceNow Store website to view all the available apps and for information about
submitting requests to the store. For cumulative release notes information for all released
apps, see the ServiceNow Store version history release notes .

Related ServiceNow applications and features

Financial Services Operations Core

Enables the extension of tables from Financial Services Operations Core to the
Financial Services Card Operations application.

Financial Services Operations Core release notes

®
The ServiceNow Financial Services Operations Core application provides a data model that
enables financial institutions to create flexible data structures that meet their business needs.
Financial Services Operations Core was enhanced and updated in the Yokohama release.

Financial Services Operations Core highlights for the Yokohama release

The Claim Base [sn_bom_claim_base] table has been updated in this release with additional
fields. These fields were previously available only to specific applications. They're available in
the Claim Base table and can be used across all other claim applications in this release.

See Financial Services Operations Core for more information.

Important: Financial Services Operations Core is available in ServiceNow Store. For

details, see the "Activation information" section of these release notes.

Changed in this release

Added fields to Claim Base table

Added the following fields to the Claim Base [sn_bom_claim_base] table:
• SIU review
• Claim validation decision
• Claim fraud decision

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 Activation information
Install Financial Services Operations Core by requesting it from ServiceNow Store. Visit
the ServiceNow Store website to view all the available apps and for information about
submitting requests to the store. For cumulative release notes information for all released
apps, see the ServiceNow Store version history release notes .

Related ServiceNow applications and features

Customer Service Management

®
ServiceNow Customer Service Management enables the extension of tables
from the ServiceNow application into the Financial Services Operations Core
application.
Financial Services Operations Core
The Financial Services Operations Core data model enhances and uses
tables from the Now Platform and the Customer Service Management (CSM)
application to create a streamlined data environment.
Claims applications
®
The ServiceNow Financial Services Operations for Insurance offers several
applications that support automated claims processing across different lines of
business.

Insurance Claims Core release notes

®
The ServiceNow Insurance Claims Core application provides a generic claims data model
and approval engine to create flexible data structures that meet your business needs.
Insurance Claims Core was enhanced and updated in the Yokohama release.

Insurance Claims Core highlights for the Yokohama release

The Claim Incident [sn_ins_claim_property] table has been updated in this release with
additional fields. These fields were previously available only to specific applications. They're
available in the Claim Incident table and can be used across all other claim applications in
this release.

See Insurance Claims Core for more information.

Changed in this release

Added fields to Claim Incident table

Added the following fields to the Claim Incident [sn_ins_claim_property] table:
• Injured
• Insured property

Activation information
Insurance Claims Core is a Now Platform feature that is available with activation of Financial
Services Operations Core. For details, see Financial Services Operations Core release notes.

Related ServiceNow applications and features

Insurance Claims Core

The Insurance Claims Core application includes all the required common entities
in an insurance claim process for your different lines of business.
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 Claims applications
®
ServiceNow Financial Services Operations for Insurance offers several
applications that support automated claims processing across different lines of
business.
Financial Services Operations Core
The Financial Services Operations Core data model enhances and uses
tables from the Now Platform and the Customer Service Management (CSM)
application to create a streamlined data environment.

Now Assist for Financial Services Operations (FSO) release notes

®
The ServiceNow Now Assist for Financial Services Operations (FSO) application brings
generative AI to Financial Services Operations. Create summaries from case records so
that agents can quickly view the key details. Use generative AI skills and Virtual Agent to
automate questionnaire intake from your customers and create card dispute cases. Now
Assist for FSO was enhanced and updated in the Yokohama release.

Now Assist for FSO highlights for the Yokohama release

• Streamline the card dispute submission process for cardholders with the introduction of the
dispute intake flow by using Now Assist in Virtual Agent.
• Use a conversational, natural language interface that makes data collection more
engaging and less tedious compared to a traditional form.
• Increase efficiency by inferring information from the customer’s responses in the
conversation.

See Now Assist for Financial Services Operations (FSO) for more information.

Important: Now Assist for FSO is available in ServiceNow Store. For details, see the
"Activation information" section of these release notes.

New in the Yokohama release

Disputes intake via Virtual Agent

Provide an intuitive dialogue-based channel experience for your customers
to submit details on a dispute case. Dispute intake via Virtual Agent leverages
questions that are required by the card processing networks. Now LLM rephrases
these questions in a conversational format and infers the answers for the
unanswered questions from customer responses.

Activation information

Install Now Assist for FSO by requesting it from ServiceNow Store. Visit the ServiceNow Store
website to view all the available apps and for information about submitting requests to the
store. For cumulative release notes information for all released apps, see the ServiceNow
Store version history release notes .

Additional requirements
The Now Assist for FSO application requires a Financial Services Operations Professional Plus or
Enterprise Plus license.

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 Related ServiceNow applications and features

Now Assist
®
The ServiceNow Now Assist application uses generative AI that is designed to
enhance user productivity and efficiency through conversation and proactive
experiences.
Now Assist in Virtual Agent
®
The ServiceNow Now Assist in Virtual Agent enhances productivity and
empowers customers with a self-service interface for submitting a card dispute.

Visa Spoke release notes

® ®
The ServiceNow Visa Spoke enables the Now Platform to invoke Visa APIs seamlessly under
Visa Resolve Online (VROL) for Visa card dispute processes. Visa Spoke was enhanced and
updated in the Yokohama release.

Visa Spoke highlights for the Yokohama release

• Use the Visa Spoke to manage card disputes with Visa Resolve Online (VROL).
• Leverage Visa Spoke actions to accept and close the relevant dispute items in a queue,
and to download an image from an endpoint.

See Visa Spoke for more information.

Important: Visa Spoke is available in ServiceNow Store. For details, see the "Activation
information" section of these release notes.

Changed in this release

Visa Spoke actions

The following Visa Spoke actions were built for Visa Resolve Online (VROL)
Release version 24.2:
• Accept Dispute
• Download and Attach Image

Activation information

Install Visa Spoke by requesting it from ServiceNow Store. Visit the ServiceNow Store website
to view all the available apps and for information about submitting requests to the store. For
cumulative release notes information for all released apps, see the ServiceNow Store version
history release notes .

Related ServiceNow applications and features

Integration Hub
®
Automate integration tasks by using ServiceNow components for ServiceNow
Workflow Studio, or develop custom integrations. A separate subscription is
required.
Integration Hub available spokes
Activate spokes to enhance your Workflow Studio experience with integration-
specific content. Use prebuilt flows and actions to automate your integrations or
create your own integration automation.

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 Integrating with spokes
®
Integrate spokes with ServiceNow Financial Services Operations (FSO)
applications to enable flow designers to provide specific actions within Workflow
Studio for those applications.

Governance, Risk, and Compliance release notes

Governance, Risk, and Compliance new and updated features in the Yokohama release

Advanced Risk release notes

®
The ServiceNow Advanced Risk application enables you to identify, analyze, evaluate,
treat, and monitor risks that could impact your organization in achieving its business
objectives. Advanced Risk was enhanced and updated in the Yokohama release.

Advanced Risk highlights for the Yokohama release

• Reassess completed risk assessment projects to evaluate risks based on new insights or
changing conditions.
• Copy risk responses from a previous risk assessment during reassessment of a risk assessment
project.
• Reassign assessors for multiple risk assessment projects to optimize resource allocation.
• Remove risks from a risk assessment project during the assessment to streamline focus on
relevant risks.
• Enable and manage the risk response task workflow from the Risk Assessment Methodology
(RAM) form.

See Advanced Risk Assessment for more information.

Important: Advanced Risk is available in the ServiceNow Store. For details, see the
"Activation information" section of these release notes.

New in the Yokohama release

Reassess a risk assessment project

Review completed risk assessment projects to reflect new insights or changing
conditions. All previously assessed risks in this project are automatically carried
over and reassigned to the designated assessor. Confirm continuity, minimize
manual effort, and enhance efficiency in your risk management process.
Copy risk responses from the previous assessment
Copy responses from a previous risk assessment during the reassessment of a risk
assessment project to streamline the assessment process. All prior responses are
automatically copied, saving time and maintaining consistency.
Remove risks from assessment
As a risk assessor, you can remove risks from the risk assessment project while
performing the assessment, which also removes all responses associated with
that risk. Removed scoped risks remain part of the project but are marked as
not applicable for reporting purposes. However, removed ad hoc risks are
completely deleted.
Manage risk response task workflow

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 Manage and enable the risk response task workflow from the RAM form to
enable users to create, delete, remove, edit, and link risk response tasks within an
assessment.
Reassign assessor for a risk assessment project
Reassign assessors for multiple in-progress risk assessment projects simultaneously
to minimize disruptions during stakeholder transitions.
Configure risk color styles for the Next Experience
Define and preview colors for the risk and advanced risk components in the Next
Experience through a configurable system rather than having to use hex codes.
The transition has been made from a hex code color management system to a
configurable system that supports the highlighted value component colors. This
feature addresses theming and accessibility issues. You can define the color and
variant, and preview them using the Next Experience color styles tab on the Risk
color style form.

Note: The default color for the customized risk color style is set to Critical,
with the variant set to Primary. You can manually change the color and
variant based on the requirement.

Activation information

Install Advanced Risk by requesting it from the ServiceNow Store. Visit the ServiceNow Store
website to view all the available apps and for information about submitting requests to the
store. For cumulative release notes information for all released apps, see the ServiceNow
Store version history release notes .

Related ServiceNow applications and features

GRC Risk Management

®
Use the Risk Management application with the ServiceNow Advanced Risk
application to identify and monitor high-impact risks, improve your risk-based
decision-making, and reduce reaction time.
GRC Risk Workspace
®
Using Risk Workspace with the ServiceNow Advanced Risk application provides
a simplified user experience with a single-pane view for all your risk-related
activities.

Audit Management release notes

®
The ServiceNow Audit Management application supports activities related to planning
audit engagements, implementing engagements, and reporting findings to an audit
committee. Audit Management was enhanced and updated in the Yokohama release.

Audit Management highlights for the Yokohama release

• Analyze relationships between different variables such as assessing risks and controls, by
using the Matrix report in Audit Workspace.
• Manage your documents and work papers in Audit Management as cloud files.
• Upload documents from your local computer as cloud files and link them to any record in
your ServiceNow instance.

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 • Share a single cloud file with multiple records by linking it to any GRC record.
• Benefit from accessibility improvements to create a configurable workspace that supports
Web Content Accessibility Guidelines (WCAG) 2.1 Level AA conformance.

See Audit Management for more information.

Important: Audit Management is available in the ServiceNow Store. For details, see
the "Activation information" section of these release notes.

New in the Yokohama release

Matrix report in the Audit Workspace

Analyze relationships between different variables such as assessing risks and
controls by using a Matrix report that presents data in a structured format. Assess
and document risks and the internal controls designed to mitigate those risks
through the Risk and Controls Matrix.

Changed in this release

Reflow for Configurable Workspace

Audit Management configurable workspace supports reflow, which enables
pages and content to be zoomed up to 400% through your browser settings
without loss of content or functionality.

Activation information
Install Audit Management by requesting it from the ServiceNow Store. Visit the ServiceNow
Store website to view all the available apps and for information about submitting requests
to the store. For cumulative release notes information for all released apps, see the
ServiceNow Store version history release notes .

Accessibility information
Accessibility improvements
Accessibility improvements were completed to create a configurable
workspace that supports WCAG 2.1 Level AA conformance.
Reflow
The Configurable Workspace supports reflow, which enables pages and content
to be zoomed up to 400% through your browser settings without loss of content
or functionality. Additionally, content can be enlarged without scrolling in
two dimensions at a width equivalent to 320 CSS pixels or a height equivalent
to 256 CSS pixels. Page layouts are transformed into a vertical, stacked view
automatically when users increase browser zoom to 400%. This enhancement
helps users with low vision or who have trouble seeing web content in a browser
due to monitor size, device type, poor lighting, or other situations. Reflow can
be turned off with a system property for instances, experiences, and pages. See
Reflow for Configurable Workspace .

Business Continuity Management release notes

®
The ServiceNow Business Continuity Management application gives your organization
the capability to continue to deliver products and services at an acceptable level when a
disruptive incident occurs. Business Continuity Management was enhanced and updated in
the Yokohama release.

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 Business Continuity Management highlights for the Yokohama release

• Use the latest assessment template to perform a Business Impact Analysis.

• Create nested plans in an event so that you can activate cross-references to multiple
plans.
• Use the hierarchical view in the plans to organize nested event tasks according to their
dependencies.
• Use the Crisis map functionality that includes the latest UIB components.

See Business Continuity Management for more information.

Important: Business Continuity Management is available in ServiceNow Store. For

details, see the "Activation information" section of these release notes.

New in the Yokohama release

Using the latest assessment template for conducting a BIA

Conduct a Business Impact Analysis (BIA) by using the latest assessment
template. The assessment template enables you to create questions of different
types and automate the responses from existing data sources. You can
configure the logic for calculating the recovery tier, recovery point objective,
recovery time objective, or maximum tolerable downtime.
Adopting the UIB page for Crisis map

Leverage the Crisis map functionality that includes the latest UIB components.
By adopting the UIB components, you can help to minimize development efforts
and get more configuration options within the Crisis map application.

You can filter alerts by their state (active or inactive), severity level, location
(regions), or source. You can refine your search, perform detailed queries, or edit
actions on the alerts, so that it's easier to find both the alerts and assets on the
map. Additionally, you can set the secondary values such as urgency, severity,
category for the alerts in the Details card.
Using nested plans in an event

Create nested plans in an event so that you can activate cross-references to

multiple plans. You can use the hierarchical view to organize nested event tasks
according to their dependencies with the work-breakdown structure (WBS)
functionality. You can also monitor the progress bar to track the creation of
related plans, event assets, or event tasks.

UI changes

Using the latest assessment template for conducting a BIA

• The BIA form displays the assessment questionnaire that is based on the latest
assessment template. The Assessments tab in the BIA record page has been
enhanced to eliminate repetitive UI actions and reduce large empty spaces.
The latest assessment template includes additional question types such as
drop-down, references, text, attachments, check boxes, date, time, and
number value inputs.
• The PDF template for the BIA has been updated to include the questions and
answers that are based on the latest assessment template.

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 Adopting the UIB page for Crisis map
The enhancements to the Crisis map user interface are:
• Alerts are displayed in the side panel of the Crisis map application.
• The alert details page includes the Open alert and Dismiss alert UI actions,
which enable you to either open or dismiss alerts.
• The active alerts can be sorted by using the Severity, Created, Updated fields,
and can also be toggled from top-to-bottom or bottom-to-top by using the
Toggle option.

• The alerts display can be updated with the Refresh icon .

• The active and dismissed alerts are now displayed on the Alerts page.

Using nested plans in an event

The enhancements to the nested plans user interface are:
• The hierarchical view shows the nested event tasks.
• The progress bar displays the progress of the creation of related plans, event
assets, or event tasks.

Changed in this release

Using the latest assessment template for conducting a BIA

You can use the latest assessment template to conduct the Business Impact
Analysis (BIA).

Activation information
Install Business Continuity Management by requesting it from ServiceNow Store. Visit the
ServiceNow Store website to view all the available apps and for information about
submitting requests to the store. For cumulative release notes information for all released
apps, see the ServiceNow Store version history release notes .

Browser requirements
Business Continuity Management requires the following browsers:
• Google Chrome
• Firefox and Firefox Extended Support Release (ESR)
• Microsoft Edge Chromium
• Safari 12.0 and later versions

Accessibility information
Various accessibility issues in the Crisis map application have been resolved with the
implementation of the Geomap [sn_geo_map] component, which has replaced the FAM
Map [sn-fam-map] component.

Continuous Authorization and Monitoring release notes

®
The ServiceNow Continuous Authorization and Monitoring (CAM) application provides a
standardized approach to defining an authorization package and walking through the
seven stages of the National Institute of Standards and Technology (NIST) Risk Management
Framework (RMF). CAM was enhanced and updated in the Yokohama release.

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 CAM highlights for the Yokohama release

• Import catalog and System Security Plan (SSP) models with the new CAM Open Security
Controls Assessment Language (OSCAL) import landing page.
• Export and import SSP models and catalog models in the OSCAL format.
• Export control objectives as a catalog in the OSCAL format.
• Generate additional reports in Microsoft Word format, such as a Security Assessment Plan
(SAP), Authorization to Operate (ATO) Letter, and Executive Summary.
• Generate reports based on a Microsoft Word template.

See Continuous Authorization and Monitoring for more information.

Important: Continuous Authorization and Monitoring is available in the ServiceNow

Store. For details, see the "Activation information" section of these release notes.

New in the Yokohama release

OSCAL Import landing page

Import files for catalog and SSP models on the new OSCAL Import landing page.
Once the import process is initiated, you can check the status under the Import
status section.
OSCAL Export button
Export selected control objectives in the OSCAL format with the new OSCAL
Export button while in the control objectives list view.
ATO artifacts in Microsoft Word
Generate ATO artifacts from an authorization package in the Microsoft Word
format. In CAM Workspace, you can use the Generate SSP drop-down list in a
selected authorization package to generate the following reports:
• Security Assessment Plan (SAP)
• Authorization to Operate (ATO) Letter
• Executive Summary

This enhancement verifies that all ATO artifacts are formatted consistently and
can be shared and reviewed.

Changed in this release

Generate the OSCAL SSP model of an authorization package

Export the SSP model of an authorization package in the OSCAL format. The
exported report contains only the control objectives linked to the authorization
package and their additional information, such as inherited controls and the
hierarchy of the control objectives.
Generate ATO artifacts in Microsoft Word and HTML templates
Use the Document designer plugin (com.sn_grc_doc_design) to create report
templates in Microsoft Word. A new property module has been introduced to
select the template type as a Microsoft Word template in addition to an HTML
template.

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 Activation information

Install CAM by requesting it from the ServiceNow Store. Visit the ServiceNow Store website
to view all the available apps and for information about submitting requests to the store. For
cumulative release notes information for all released apps, see the ServiceNow Store version
history release notes .

Common Core release notes

®
The ServiceNow Governance, Risk, and Compliance (GRC) application enables your
organization to continue to provide its business services during adverse operational events,
such as a pandemic, extreme weather, or hacking. Governance, Risk, and Compliance was
enhanced and updated in the Yokohama release.

GRC highlights for the Yokohama release

• Summarize an issue by using generative AI to provide quicker context gathering and

contextual awareness. With this feature, you can improve the overall efficiency and
productivity for your organization.
• Use the enhanced GRC licensing summary dashboard to see information about your user
licenses by the roles that are assigned to the user groups.
• Select the parent role on the licensing summary dashboard to see a user's role hierarchy
and the information about their license, such as the license usage trends, next month's
projected usage, and aggregated counts of license consumption across different product
families.
• Monitor the email activity from the Overview page for regulatory agencies.
• Update and add content using Microsoft 365 for ServiceNow Reporting now integrated
with the Document designer application.
• Add up to 20 columns in a table and in a content block using the Document designer
application.
• Select and reorder columns using the Document designer Microsoft Word add-in while
creating templates.

Important: GRC is available in the ServiceNow Store. For details, see the "Activation
information" section of these release notes.

New in the Yokohama release

Gen AI Issue summarization

Summarize an issue by using the Now Assist for IRM application to provide
quicker context gathering and contextual awareness. The Now Assist for IRM
application can quickly analyze the issue records, including the description,
activity log, and remediation tasks, and then generate a concise summary that
provides you with the essential information that you require to help you resolve
an issue. Check your entitlements to determine whether you have access to
issue summarization.
Search user groups to understand the licensing treatment
See the information about a user group's licenses by the role assignments in
the Role attribution to license mapping tab on the GRC licensing summary
dashboard. From the dashboard, you can track the licenseC usage trends and
next month's projected usage. You can also see the aggregated counts of
license consumption across the different product families.

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 Role hierarchy
View the information about the role hierarchy of the assigned roles for a
selected user in the GRC licensing summary dashboard. You can navigate to the
role hierarchy from the License consumption tab and the Estimated next month
usage tab on the dashboard.
Overview of an agency record
View the pie charts that depict the total number of emails that are sent to the
various regulatory domains on the overview page of a regulatory agency. You
can view the domains where the maximum number of emails were sent, access
the Emails Tracker page directly from an agency record, and filter and display
only the relevant emails that were sent to a specific agency.
Document designer integration
You can update and add content using Microsoft 365 for ServiceNow Reporting
now integrated with the Document designer application to insert data and
reports into a Microsoft Word document. This feature is available when you
upgrade to Xanadu.

UI changes

Create data relationships

The Data Relationship tab is added to the template configuration record used
as part of the configuration process for the Document designer Microsoft Word
add-in.

Changed in this release

Column Organization
You can select and reorder columns when adding a table into your template
using the Document designer Microsoft Word add-in. This helps with content
organization to meet your reporting needs.
Create content configurations
You can add up to 20 columns in a table and content block using the
Document designer application. This provides more flexibility and customization
to meet your reporting needs.

Deprecations
The template data relationship table is removed and deprecated for the Document designer
application.

Activation information

Install Now Assist for IRM by requesting it from ServiceNow Store. Visit the ServiceNow Store
website to view all the available apps and for information about submitting requests to the
store. For cumulative release notes information for all released apps, see the ServiceNow
Store version history release notes .

Compliance Case Management release notes

®
The ServiceNow Compliance Case Management application helps you to report,
investigate, analyze, and resolve a compliance case or raise a compliance request in a
centralized location. Compliance Case Management was enhanced and updated in the
Yokohama release.

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 Compliance Case Management highlights for the Yokohama release

• Empower compliance professionals to perform assessments on compliance cases using the

Smart Assessment Engine.
• Utilize the unified Tasks page on Employee Center to complete your assessments.
• Benefit from accessibility improvements to create a configurable workspace that supports
Web Content Accessibility Guidelines (WCAG) 2.1 Level AA conformance.

See Compliance Case Management for more information.

Important: Compliance Case Management is available in the ServiceNow Store. For

details, see the "Activation information" section of these release notes.

New in the Yokohama release

Smart assessments in Compliance Case Management

Utilize the Smart Assessment Engine to assess if your employees are compliant
with the necessary regulations. The compliance case administrator
configures the questionnaire, and when an action task moves from the
Draft to the Assigned state, the assessment is sent. After the assessment, the
compliance case manager examines the nature of the non-compliance
and its impact on the organization. Based on the findings, appropriate
remediation measures are identified and implemented to resolution. To use
the smart assessment, a new property called enable_smart_assessments
(sn_grc_case_mgmt.enable_smart_assessments) is introduced with the default
value as true.
Unified Task-driven UI experience
As a business user, use the Tasks page on the Employee Center for a
consolidated view of all your tasks, enabling you to access and complete them
efficiently. This page provides an easy way to manage all your assessments in
one place, enabling you to view and perform tasks seamlessly.

Changed in this release

Roles updated for smart assessment

The following roles in Compliance Case Management have been updated with
respect to smart assessments.
• sn_comp_case.compliance_case_admin
• sn_comp_case.compliance_case_analyst
• sn_comp_case.compliance_case_business_user
• sn_comp_case.compliance_case_manager

Reflow for Configurable Workspace

The Compliance Management configurable workspace supports reflow, which
enables pages and content to be zoomed up to 400% through your browser
settings without loss of content or functionality.

Activation information
Install Compliance Case Management by requesting it from the ServiceNow Store. Visit
the ServiceNow Store website to view all the available apps and for information about
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 submitting requests to the store. For cumulative release notes information for all released
apps, see the ServiceNow Store version history release notes .

Accessibility information
Accessibility improvements
Accessibility improvements were completed to create a configurable
workspace that supports WCAG 2.1 Level AA conformance.
Reflow
The Configurable Workspace supports reflow, which enables pages and content
to be zoomed up to 400% through your browser settings without loss of content
or functionality. Additionally, content can be enlarged without scrolling in
two dimensions at a width equivalent to 320 CSS pixels or a height equivalent
to 256 CSS pixels. Page layouts are transformed into a vertical, stacked view
automatically when users increase browser zoom to 400%. This enhancement
helps users with low vision or who have trouble seeing web content in a browser
due to monitor size, device type, poor lighting, or other situations. Reflow can
be turned off with a system property for instances, experiences, and pages. See
Reflow for Configurable Workspace for details.

Operational Resilience release notes

®
The ServiceNow Operational Resilience application supports organizations to help keep
business services running during adverse events like pandemics, severe weather, or cyber
attacks. Operational Resilience was enhanced and updated in the Yokohama release.

Operational Resilience highlights for the Yokohama release

• Generate reports from the action tasks for major incidents.

• Export the report templates to the desired format that is specified by the regulators.
• Notify the regulators of major incidents, categorized by their severity and security ratings.

See Operational Resilience for more information.

Important: Operational Resilience is available in the ServiceNow Store. For details, see
the "Activation information" section of these release notes.

New in the Yokohama release

Digital resilience incident reporting

Assess whether any critical services are affected and classify the reported
incident as a major incident if necessary. Notify regulators of major incidents,
categorized by their severity and security ratings.

The Digital resilience incident reporting module, accessible from the Operational
Resilience Workspace, is integrated with Incident Management and Security
Incident Response to generate and share reports in the format that is specified
by the regulators.

You can generate an initial report within 24 hours, an intermediate report within
72 hours, and a final report within 1 month. All of these reports are automatically
triggered by the application from the time that the incident is classified as a
major incident.

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 UI changes

Digital resilience incident reporting

The Digital resilience incident reporting module is used to report the Information
and Communication Technology (ICT) related incidents to the regulators.

Activation information
Install Operational Resilience by requesting it from ServiceNow Store. Visit the ServiceNow
Store website to view all the available apps and for information about submitting requests
to the store. For cumulative release notes information for all released apps, see the
ServiceNow Store version history release notes .

Browser requirements
Business Continuity Management requires the following browsers:
• Google Chrome
• Firefox and Firefox Extended Support Release (ESR)
• Microsoft Edge Chromium
• Safari 12.0 and later versions

Related ServiceNow applications and features

Advanced Risk Assessment

Use the Advanced Risk application to identify, measure, and track risks. The
application includes the workflows for risk assessments and events, ensuring
efficient management of your organization's risk profile.
Business Continuity Management
Use the Business Continuity Management application to ensure that your
organization can keep delivering products and services at an acceptable level
even when faced with disruptive events.
Policy and Compliance Management

Use the Policy and Compliance Management application to create and

manage policies, standards, and internal control procedures that are mapped
to external regulations and general guidelines.
Risk Management
Use the Risk Management application to identify and monitor high-impact risks,
improve your risk-based decision-making, and reduce the reaction time from
days to minutes.
Attack surface management applications

Use the Vulnerability Response application to enable security users to analyze

security data, implement changes, and generate security incidents.
Incident Management
Use the Incident Management application to restore normal service operation
while minimizing impact to business operations and maintaining quality.
Security Incident Response
Use the Security Incident Response application to manage the life cycle of your
security incidents from initial analysis to containment, eradication, and recovery.
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 Policy and Compliance Management release notes
®
The ServiceNow Policy and Compliance Management application provides a centralized
process for creating and managing policies, standards, and internal control procedures
that are cross-mapped to external regulations and benchmarks. Policy and Compliance
Management was enhanced and updated in the Yokohama release.

Policy and Compliance Management highlights for the Yokohama release

• View the compliance score at the entity level based on the hierarchy of entities.
• Eliminate duplicate citations associated with the authority documents when you download
UCF content.
• Revise your policies and update the policy text periodically by integrating with Microsoft
SharePoint.
• Enable policy owners and reviewers to collaborate, review, and redline policies by using
policy authoring and the redlining feature.

See Policy and Compliance Management for more information.

Important: Policy and Compliance Management is available in the ServiceNow

Store. For details, see the "Activation information" section of these release notes.

New in the Yokohama release

Calculate compliance score and roll up to entity

View a comprehensive compliance score at the entity level that includes all the
child entities rolled up to the parent entity along with the compliance score of
the parent entity's direct controls.
Elimination of duplicate citations from UCF Shared list download
Eliminate duplicate citations associated with the authority documents when
you download UCF content. You can retain one citation as active and mark
the duplicate citations as inactive. Move the control objectives of the duplicate
citations to the active citation, and update the duplicate citation records with
the Source ID of the active citation.

Deprecations
GRC DevOps Accelerator is now deprecated and no longer supported or available for new
activation. For details, see the Deprecation process [KB0867184] article in the Now Support
Knowledge Base.

Activation information
Install Policy and Compliance Management by requesting it from the ServiceNow Store. Visit
the ServiceNow Store website to view all the available apps and for information about
submitting requests to the store. For cumulative release notes information for all released
apps, see the ServiceNow Store version history release notes .

Browser requirements
GRC: Policy and Compliance Management requires the latest public release and two
previous release versions of the following browsers:

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 • Google Chrome
• Firefox and Firefox Extended Support Release (ESR)
• Microsoft Edge Chromium
• Safari 12.0 and later versions

Privacy Management release notes

®
The ServiceNow Privacy Management application enables you to manage your
organization's privacy risks and compliance to protect your customers, employees, and
suppliers. Privacy Management was enhanced and updated in the Yokohama release.

Privacy Management highlights for the Yokohama release

• Integrate criticality factors into assessments and processing activities thereby simplifying the
assessment process, and reducing the workload for privacy teams.
• Use the Smart Assessment Engine to capture details regarding information objects and
hierarchies, updating all details within the assessments and eliminating the need to
separately update processing activities.
• Implement information Object (IO) categories such as biometric data, to align
with regulatory classifications and bridge the gap between requirements and user
understanding.
• Empower privacy case analysts to perform assessments on privacy cases using the Smart
Assessment Engine

See Privacy Management for more information.

Important: Privacy Management is available in the ServiceNow Store. For details, see
the "Activation information" section of these release notes.

New in the Yokohama release

Leverage criticality factors to evaluate the initial risks associated with processing
activities. Integrate these factors into privacy assessments and automatically
generate a criticality score upon assessment approval. These factors are also
added to processing activities, enabling you to make updates at any time.
Integrating these factors in a privacy assessment eliminates the need for a
separate criticality assessment. This consolidation reduces the workload for the
privacy teams.
Smart assessments in Privacy Management
Use the new and improved assessment experience that enables:
• capturing the data elements, the information object attributes, hierarchies
• building the assessment questionnaire

This new experience enables responders to update all the necessary details
within the assessments, eliminating the need to update the processing activity
separately.
Configure information object categories
Implement Information object categories to tag and classify information objects
effectively. For example, attributes like iris scans and fingerprints are often
referred to as biometric data, or email addresses and phone numbers can be

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 tagged as contact information. Information object categories enable you to
categorize these information objects under these broader classifications. This
approach is useful in the following ways:
• Enhances compliance with regulations such as GDPR, CCPA, and so on by
accurately capturing and tracking required data categories.
• Improves clarity for business users, ensuring they can easily identify and work
with terms they’re familiar with while adhering to regulatory standards.
• Streamlines data governance by creating a structured framework that
supports both regulatory needs and business operations.

Smart assessment for privacy case management action tasks

Use the new assessment experience of Smart Assessment Engine for
privacy case action tasks. Only when an action task moves from the
Draft to the Assigned state, the assessment can be sent. To use the
smart assessment, a new property called enable_smart_assessments
(sn_grc_case_mgmt.enable_smart_assessments) is introduced with the default
value as true.

Changed in this release

Tagging of information object tags

Use the Data classification field to tag information objects instead of using the
tag icon.
Initiating privacy assessment
When you initiate a privacy assessment from either an entity or a processing
activity, you’re no longer redirected to the Create new privacy assessment
form, instead, a new pop-up window appears where you can specify all the
assessment details.

Activation information
Install Privacy Management by requesting it from the ServiceNow Store. Visit the ServiceNow
Store website to view all the available apps and for information about submitting requests
to the store. For cumulative release notes information for all released apps, see the
ServiceNow Store version history release notes .

Regulatory Change Management release notes

®
The ServiceNow Regulatory Change Management application enables you to check
upcoming regulatory changes, assess their impact, and implement risk and compliance-
related changes. Regulatory Change Management was enhanced and updated in the
Yokohama release.

Regulatory Change Management highlights for the Yokohama release

Empower compliance professionals to perform a detailed analysis of the potential impacts
of a new regulation to assess whether a regulation is likely to achieve the required business or
regulatory compliance objectives.

See Regulatory Change Management for more information.

Important: Regulatory Change Management is available in the ServiceNow Store. For

details, see the "Activation information" section of these release notes.

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 New in the Yokohama release

Regulatory assessment for a regulatory alert

View the new related list called Regulatory assessments on a regulatory alert
that displays the list of uniquely generated regulatory assessments powered
by the Smart Assessment Engine application for analysis and tracking the
completion status for compliance users. Users with the business user role
(sn_grc.business_user) can work on assessments.

UI changes

Assess impact
The Initiate Impact Assessment button is now renamed as Assess impact.

Changed in this release

Overview page of regulatory alerts

The Overview page for regulatory alerts now includes a drop-down menu that
enables you to track the progress of a regulatory assessment. Additionally,
the widget displays the counts of completed, open, and overdue regulatory
assessments.
Home page updates for Regulatory Change Management
On the Regulatory Change Management Home page, within the Tracking
section, a new drop-down menu has been added, enabling you to select
either Regulatory Assessments or Risk Assessments. This widget provides a
quick overview by displaying the count of open and overdue assessments,
enabling regulatory change managers to efficiently monitor the status of their
assessments.
Regulatory assessments in the Tasks pane
The Tasks pane in the Compliance Workspace now displays all the Regulatory
assessments for easier access.

Removed in this release

• Entity class configuration has been removed and is no longer necessary for conducting
assessment. You can select the entities directly at the time of sending the risk assessment.
• Starting with the Yokohama release, all open assessments for a regulatory alert, whether
they are risk assessments or regulatory assessments, are not marked as canceled and
remain open even after an alert is marked applicable.

Activation information
Install Regulatory Change Management by requesting it from the ServiceNow Store. Visit
the ServiceNow Store website to view all the available apps and for information about
submitting requests to the store. For cumulative release notes information for all released
apps, see the ServiceNow Store version history release notes .

Smart Assessment Engine release notes

®
The ServiceNow Smart Assessment Engine (SAE) application is designed to streamline
the creation, distribution, and management of assessments. It enables you to evaluate
your assessors by creating customizable assessment templates with detailed instructions
and questions. The Smart Assessment Engine enhances efficiency, helps reduce manual

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 effort, and provides valuable insights for informed decision-making. SAE was enhanced and
updated in the Yokohama release.

Smart Assessment Engine highlights for the Yokohama release

• Configure default responses for questions.

• Copy an existing SAE template with all questions, sections, instructions, and configurations
to save time.
• Filter questions in an assessment to display only unanswered questions.
• Search for text within assessment sections, subsections, and questions.
• Auto-copy responses to all assessments when combining assessments, saving time and
effort.
• Calculate scores for assessment responses at the assessment, section, or subsection levels.
• Set up post-assessment actions based on assessment responses.

See Smart Assessment Engine for more information.

Important: Smart Assessment Engine is available in the ServiceNow Store. For details,
see the "Activation information" section of these release notes.

New in the Yokohama release

Copy an assessment template

Create a copy of an existing smart assessment template, including all questions,
sections, and existing configurations. This feature enables you to duplicate a
fully configured assessment, so you don't need to recreate the content. You can
then customize the copied template to fit new requirements or scenarios.
Filter unanswered questions
Filter questions in the assessments to display only unanswered questions, helping
you focus on the remaining questions.
Using the template designer
Search for text within assessment sections, subsections, or questions, enabling
you to locate specific information or keywords. This feature enhances navigation
and enables you to find relevant content without manually scrolling through the
entire assessment.
Auto-copy responses to all templates
Replicate your responses across all applicable assessments while combining
assessments by enabling the auto-copy feature. It saves time and effort by
copying your answers consistently without the need for manual repetition.
Automate responses
Set up automatic responses for questions to enable assessors to complete
assessments efficiently. You can either create default responses for all question
types or define a script to fetch and map the values or data to responses.
Assessment scoring and analysis
Calculate meaningful scores for assessment responses at the assessment,
section, or subsection levels. These scores can then be used for reporting.
Post-assessment automation

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 Automate actions based on assessment responses. Template designers can
predefine actions using a rule engine, such as updating fields, creating follow-up
assessments, or generating other records.

Activation information
Install Smart Assessment Engine by requesting it from the ServiceNow Store. Visit the
ServiceNow Store website to view all the available apps and for information about
submitting requests to the store. For cumulative release notes information for all released
apps, see the ServiceNow Store version history release notes .

Additional requirements
Check your entitlements to determine whether you have access to the post-assessment
automations and response automation for the SAE application.

Third-party Risk Management release notes

®
The ServiceNow Third-party Risk Management (TPRM) application provides a centralized
process for managing your portfolio of third parties and their engagements, assessing
and scoring risk, and performing remediation. TPRM was enhanced and updated in the
Yokohama release.

Third-party Risk Management highlights for the Yokohama release

• Pre-populate questionnaires for entities and engagements that are associated with the
same active third party by using responses from complete questionnaires.
• Respond to questionnaires by using a Microsoft Excel questionnaire template.
• Explore and analyze assessment data at various levels by using the Third-party insights
dashboard and the TPRM custom analytics dashboard.

See Third-party Risk Management for more information.

Important: Third-party Risk Management is available in ServiceNow Store. For details,

see the "Activation information" section of these release notes.

New in the Yokohama release

TPRM personalized dashboards

Explore and analyze your assessment data at various levels by using the Third-
party insights dashboard and the TPRM custom analytics dashboard. If you have
the Third-party risk manager [sn_vdr_risk_asmt.vendor_risk_manager] or Third-
party risk assessor [sn_vdr_risk_asmt.vendor_assessor] role, you can create and
share your own dashboards and reports. If you're a third-party risk manager, you
can also customize the report layouts, widgets, and data views to prioritize key
metrics and workflows that align with your individual roles and risk programs.
These dashboards provide you and your team with tailored insights and deliver
relevant information at a glance to help you improve your decision-making
process.
Quick start tests for TPRM
After upgrades and deployments of new applications or integrations, run quick
start tests to verify that TPRM works as expected. If you customized TPRM, copy
the quick start tests and configure them for your customizations.

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 UI changes

TPRM personalized dashboards

The Third-party insights dashboard and the TPRM custom analytics dashboard
are now available from the Dashboards page of the Vendor Management
Workspace.
Third-party portal import modal
The import modal now enables you to respond to questionnaires by using a
Microsoft Excel template. You can download the questionnaire, complete it
according to the included instructions, and import the final version into the Third-
party portal.

Changed in this release

Pre-populate responses using questionnaires

If you have the Third-party risk assessor [sn_vdr_risk_asmt.vendor_assessor] or
Third-party risk manager [sn_vdr_risk_asmt.vendor_risk_manager] role, you can
now pre-populate questionnaires for engagements and entities with responses
from completed questionnaires that are associated with the same third party.
The attachment, duration, and signature type responses are excluded. With
this feature, you can enable third-party and engagement contacts to review
and update responses only if necessary, while also helping to ensure data
consistency and accuracy.
Microsoft Excel questionnaire template
Third-party and engagement contacts can now respond to questionnaires using
a Microsoft Excel template by downloading the questionnaire as a template,
completing it according to the included instructions, and importing the final
version into the Third-party portal. This feature update enhances flexibility by
enabling third-party and engagement contacts to provide information outside
the third-party portal, streamlining the due diligence process. Third-party risk
assessors [sn_vdr_risk_asmt.vendor_assessor] and Third-party risk managers
[sn_vdr_risk_asmt.vendor_risk_manager] can access this feature and respond to
questionnaires on behalf of Third-party and engagement contacts through the
Vendor Management Workspace.

Activation information
Install Third-party Risk Management by requesting it from ServiceNow Store. Visit the
ServiceNow Store website to view all the available apps and for information about
submitting requests to the store. For cumulative release notes information for all released
apps, see the ServiceNow Store version history release notes .

Related ServiceNow applications and features

Operational Resilience
Operational Resilience helps organizations respond to adverse operational
events by anticipating, preventing, recovering from, and adapting to such
events.
Operational Resilience Workspace
Use Operational Resilience Workspace to manage your resilience tasks and
monitor resilience metrics from a single dashboard.
GRC Risk Management

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 ®
Use Risk Management with the ServiceNow Advanced Risk application to
identify and monitor high-impact risks, improve your risk-based decision-making,
and reduce your reaction time from days to minutes.
GRC Risk Workspace
®
The Risk Workspace in the ServiceNow Advanced Risk application provides a
simplified user experience with a single-pane view for risk-related activities.

Healthcare and Life Sciences release notes

Healthcare and Life Sciences has new and updated features in the Yokohama release.

Care Team Operations for Biomed release notes

®
The ServiceNow Care Team Operations for Biomed application contains case types to
report and fulfill biomed issues as part of Healthcare Operations. Care Team Operations for
Biomed is a new application in the Yokohama release.

Care Team Operations for Biomed highlights for the Yokohama release

• Automate healthcare operations by enabling biomed support request creation and

fulfillment.
• Create biomed support requests from directly within the Care Team Portal.
• Gain full visibility into reported biomed cases while enabling biomed teams to manage
and fulfill them as work orders or work orders tasks when Clinical Device Management is
installed.

See Care Team Operations for Biomed for more information.

Important: Care Team Operations for Biomed is available in the ServiceNow Store. For
details, see the "Activation information" section of these release notes.

Care Team Operations for Biomed features

Healthcare Biomed case overview

Expand biomed cases to support custom support requests for your organization’s
biomed department.
Care Team Portal biomed requests

Request support from your organization’s biomed department with

preconfigured record producers.
Healthcare biomed case and work order synchronization

Care Team Operations for Biomed links biomed cases and work orders. For
customers with Clinical Device Management, care teams will gain visibility into
all biomed cases reported by their team while also providing biomed support
teams with the ability to fulfill cases as work orders and work order tasks.

Activation information
Install Care Team Operations for Biomed by requesting it from the ServiceNow Store. Visit
the ServiceNow Store website to view all the available apps and for information about
submitting requests to the store. For cumulative release notes information for all released
apps, see the ServiceNow Store version history release notes .

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 Related ServiceNow applications and features

Healthcare Operations Core

®
ServiceNow Healthcare Operations Core provides the foundation to enable
hospitals to streamline and automate their operations by integrating with
supporting service departments. It provides the Care Team Portal functionality
for use with Care Team Operations for Biomed.

Care Team Operations for Healthcare IT release notes

®
The ServiceNow Care Team Operations for Healthcare IT application contains case types to
report and fulfill healthcare IT issues as part of Healthcare Operations. Care Team Operations
for Healthcare IT is a new application in the Yokohama release.

Care Team Operations for Healthcare IT highlights for the Yokohama release

• Automate healthcare operations by enabling IT support request creation and fulfillment.

• Create IT support requests from directly within the Care Team Portal.
• Gain full visibility into reported IT cases while enabling IT teams to manage and fulfill them
as incidents efficiently.

See Care Team Operations for Healthcare IT for more information.

Important: Care Team Operations for Healthcare IT is available in the ServiceNow

Store. For details, see the "Activation information" section of these release notes.

Care Team Operations for Healthcare IT features

Healthcare IT case overview

Expand healthcare cases to support custom support requests for your

organization’s IT department.
Care Team Portal IT requests

Request support from your organization’s IT department with pre-configured

record producers.
Healthcare IT cases and incident synchronization
Care Team Operations for Healthcare IT links Healthcare IT cases and incidents,
enabling care teams to get visibility into all IT cases reported by their team while
also providing IT support teams with the ability to fulfill cases as incidents

Activation information
Install Care Team Operations for Healthcare IT by requesting it from the ServiceNow Store.
Visit the ServiceNow Store website to view all the available apps and for information about
submitting requests to the store. For cumulative release notes information for all released
apps, see the ServiceNow Store version history release notes .

Related ServiceNow applications and features

Healthcare Operations Core

®
ServiceNow Healthcare Operations Core provides the foundation to enable
hospitals to streamline and automate their operations by integrating with

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 supporting service departments. It provides the Care Team Portal functionality
for use with Care Team Operations for Healthcare IT.

Healthcare Operations Core release notes

®
The ServiceNow Healthcare Operations Core application provides the foundation to enable
hospitals to streamline and automate their operations. Healthcare Operations Core is a new
application in the Yokohama release.

Healthcare Operations Core highlights for the Yokohama release

• Gain visibility into operational cases that are related to your care team and create support
requests using the Care Team Portal.
• Expand operational cases to supporting services departments by leveraging the
Healthcare Operations case type.
• Utilize the streamlined admin experience for creating healthcare organizations and
hierarchies.

See Healthcare Operations Core for more information.

Important: Healthcare Operations Core is available in the ServiceNow Store. For

details, see the "Activation information" section of these release notes.

Healthcare Operations Core features

Care Team Portal

Create requests for supporting service departments and maintain visibility into
all requests created by you or your team. This experience can be used on a
standalone portal or embedded in EMR systems.
Healthcare Operations Case overview

Create and customize cases for supporting service departments that can be
used within the Care Team Portal.
Healthcare organization admin experience

Create healthcare organizations and hierarchies, add or edit members, and

automatically create associated Service Model Foundation records (internal
business locations).

Activation information
Install Healthcare Operations Core by requesting it from the ServiceNow Store. Visit the
ServiceNow Store website to view all the available apps and for information about
submitting requests to the store. For cumulative release notes information for all released
apps, see the ServiceNow Store version history release notes .

Related ServiceNow applications and features

Healthcare and Life Sciences Service Management Core

®
ServiceNow Healthcare and Life Sciences Service Management Core is a
scoped application that provides the Healthcare and Life Sciences data model
for Healthcare and Life Sciences industry products, a workspace for viewing
patient information and healthcare-related cases, and document templates for
managing healthcare-related documents.
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 Care Team Operations for Healthcare IT
®
ServiceNow Care Team Operations for Healthcare IT contains the case types to
report and fulfill healthcare IT issues and utilizes the Healthcare Operations Core
from the Healthcare Operations Core application.
Care Team Operations for Biomed
®
ServiceNow Care Team Operations for Biomed contains the case types to
report and fulfill healthcare biomed issues and utilizes the Healthcare Operations
Core from the Healthcare Operations Core application.

Patient Support Services release notes

®
The ServiceNow Patient Support Services application streamlines the patient onboarding,
education, and engagement for various patient support services. This application is currently
supported for the Yokohama release, but it will be deprecated in a future release.

Deprecations
Starting with the Yokohama release, Patient Support Services is being prepared for future
deprecation. It will be hidden and no longer installed on new instances but will continue to
be supported. For details on this process, see the Deprecation Process [KB0867184] article in
the Now Support Knowledge Base.

Pre-Visit Management release notes

®
The ServiceNow Pre-Visit Management application streamlines the scheduling process of
procedure requests for patients and increases visibility to pre-authorization approvals prior to
scheduled procedures. This application is currently supported for the Yokohama release, but
it will be deprecated in a future release.

Deprecations
Starting with the Yokohama release, Pre-Visit Management is being prepared for future
deprecation. It will be hidden and no longer installed on new instances but will continue to
be supported. For details on this process, see the Deprecation Process [KB0867184] article in
the Now Support Knowledge Base.

Redox Inbound Integration release notes

®
The ServiceNow Redox Inbound Integration application provides real-time bidirectional
data exchange with external healthcare systems via the Redox platform. The Redox Inbound
Integration application is being prepared for deprecation, starting with the Yokohama
release.

Deprecations
Starting with the Yokohama release, Redox Inbound Integration is being prepared for future
deprecation. It will be hidden and no longer installed on new instances but will continue to
be supported. For details on this process, see the Deprecation Process [KB0867184] article in
the Now Support Knowledge Base.

Vaccine Administration Management release notes

®
The ServiceNow Vaccine Administration Management application provides a workflow for
users, healthcare providers, and clinicians to manage vaccinations for infectious diseases.
This application is currently supported for the Yokohama release, but it will be deprecated in
a future release.

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 Deprecations
Starting with the Yokohama release, Vaccine Administration Management is being prepared
for future deprecation. It will be hidden and no longer installed on new instances but
will continue to be supported. For details on this process, see the Deprecation Process
[KB0867184] article in the Now Support Knowledge Base.

Hyperautomation and Low-code release notes

®
The Now Platform has new and updated hyperautomation and low-code features in the
Yokohama release.

App Engine Studio release notes

®
The ServiceNow App Engine Studio (AES)
application enables creators of varying skill levels
to build applications that meet the immediate needs of your organization. App Engine Studio
was enhanced and updated in the Yokohama release.

App Engine Studio highlights for the Yokohama release

Use the App Readiness and Compliance report in App Engine Management Center (AEMC)
to check if the apps are ready to go live.

See for more information.

Important: App Engine Studio is available in the ServiceNow Store. For details, see the
"Activation information" section of these release notes.

Important information for upgrading App Engine Studio to Yokohama

Due to a new process for assigning groups in App Engine Management Center (AEMC),
verify you have the same version of the Application Intake plugin installed on each of your
instances.

New in the Yokohama release

App Engine Admins can use the App Engine Management Center (AEMC)App
Readiness and Compliance Report to check if the apps they’re making are
ready to go live. Admins can run an instance scan suite that looks for any issues
that can impact App deployments. This feature helps them know if the app is
good to use in the real world.

Activation information
Install App Engine Studio by requesting it from the ServiceNow Store. Visit the ServiceNow
Store website to view all the available apps and for information about submitting requests
to the store. For cumulative release notes information for all released apps, see the
ServiceNow Store version history release notes .

Related ServiceNow applications and features

Access Control
Work with access controls and roles for an application in AES.
Catalog Builder
Edit the catalog items that you create in AES.
Change Management

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 Control the life cycle of all changes systematically and facilitate changes with
minimum disruption to IT services.
Configuration Management Database (CMDB)
Build logical representations of assets, services, and the relationships between
them that comprise the infrastructure of your organization.
Create applications without writing code using Creator Studio
Edit apps built in Creator Studio and add features to customize functionality.
Decision tables in Workflow Studio
Add decision rules and use decision tables to decouple decision logic from
code.
Email notifications
Create and edit email notifications that are automatically sent when a record is
created or updated. Email notifications are also used as a reference in flows or
can be triggered by an event.
ERP Canvas
Simplify the use of Enterprise Resource Planning (ERP) data from the system of
record, such as SAP.
ERP Customization Mining (ERP-CM)
Find legacy application candidates with custom ERP data that can be
replatformed onto the Now Platform.
Flows in Workflow Studio
Edit the flows that you create in AES.
Integration Hub - Import
Import data into existing tables in AES.
Mobile App Builder
Add mobile experiences in AES.
Now Assist for app generation in ServiceNow Studio Now Assist for app generation in AES
Create applications through a conversation with generative AI.
Playbooks
Edit cross-functional processes and consolidate them into automated task-
oriented views.
Table Builder
Work with data models in a tabular format. Table Builder is exclusive to AES.
UI Builder
Edit the experiences that you create in AES.
Workflow Studio
Integrate workflow authoring, configuring, and monitoring into a single page
experience.
Workspace Builder
Edit and customize workspaces built in AES.

Creator Studio release notes

®
The ServiceNow Creator Studio product is a guided application development experience
that enables business process experts to create request-based applications without the
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 barriers of traditional low-code development. Creator Studio was enhanced and updated in
the Yokohama release.

Creator Studio highlights for the Yokohama release

• Create forms quickly by using Now Assist.

• Populate any question on the form based on the answer given for a record choice
question.
• Use answers to form questions to trigger an activity in playbooks.
• Switch seamlessly between no-code, mid-skill, and pro-code app development
experiences for a more unified development platform with the new experience switcher.

See Creator Studio: Creating applications without writing code for more information.

Important: Creator Studio is available in the ServiceNow Store. For details, see the
"Activation information" section of these release notes.

New in the Yokohama release

Generate a form from text prompts using the Build with Now Assist tab
Enable users to generate forms automatically from text prompts by using the
Build with Now Assist dialog box.
Auto-populate question values on a form
Help users to complete forms faster with the new Add auto-fill option, which
automatically populates answers based on answers to record choice questions.
Use catalog variables in playbook activities and decisions
Playbook activities and decision branches can now be triggered by answers to
one or more questions on a form when you configure the conditions.
Select your development experience
Seamlessly change between development environments using the new
experience switcher to choose the experience that's best for you. Depending on
which products and versions are installed, and what role users have, they can
switch between the following environments:
• Creator Studio for a no-code experience
• ServiceNow Studio for a mid-skill coding experience
• ServiceNow IDE for a pro-code ServiceNow experience

UI changes

Search for apps on the home page

Quickly find the app that you're looking for using the new search bar on the
Creator Studio home page.
Save and quickly find apps with bookmarks
Bookmark apps to find them faster using the new Bookmarks pill on the home
page.
Form location removed from form creation
Defining the catalogs and topics for a form has been removed from the form
creation process, and is now editable only in the form settings. If you haven't

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 defined a location for a form, you are prompted to before you can mark it as
ready.

Activation information

Install Creator Studio by requesting it from the ServiceNow Store. Visit the ServiceNow Store
website to view all the available apps and for information about submitting requests to the
store. For cumulative release notes information for all released apps, see the ServiceNow
Store version history release notes .

Additional requirements
You must have the App Engine Enterprise license to use Creator Studio.

Related ServiceNow applications and features

App Engine Management Center

Track and manage your Creator Studio requests, deployments, applications,
and collaborative developers using App Engine Management Center (AEMC).
App Engine Studio
Open Creator Studio apps in AES to add more complexity to the app, such as
email notifications and additional security.
Catalog Builder
Create or edit a catalog item using a visual and guided experience.
Form Builder
Visually create, configure, and customize the different form views for your users
using the form editor in Form Builder.
ServiceNow Studio
ServiceNow Studio provides a unified experience for all ServiceNow
development activities, enabling admins and developers to extend base system
solutions and create custom apps with ease.
Workflow Studio
Integrate workflow authoring, configuring, and monitoring into a single-page
experience.
Workspace
Address customer requests and issues in a workspace, which provides a suite
of tools where agents, case managers, help desk professionals, and managers
work with tools to resolve customer needs.

ERP Canvas release notes

®
The ServiceNow ERP Canvas application (formerly known as ERP Data Hub) enables you
to connect to the ERP (Enterprise Resource Planning) system of record, query remote tables,
and build data models to use ERP data on the Now Platform. ERP Canvas was enhanced
and updated in the Yokohama release.

ERP Canvas highlights for the Yokohama release

• The name of the application has been changed from ERP Data Hub to ERP Canvas.
• Export and import custom ERP models between instances.

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 • Enhance communication security between SAP systems and your ServiceNow instance by
using the SAP Secure Network Communication (SNC) connection option.
• Manually name, edit, and maintain model manager fields.

See ERP Canvas for more information.

Important: ERP Canvas is available in the ServiceNow Store. For details, see the
"Activation information" section of these release notes.

New in the Yokohama release

Export and import ERP Canvas custom models

Share custom models between instances using export and import instead of re-
creating the custom models.
Use SAP Secure Network Communication (SNS) connection
Configure an SAP Secure Network Communication (SNC) connection to have
a certificate-based authentication to access SAP production data based on
X.509.
Control model manager field names
Manually edit and maintain model manager fields for a more customizable
model management experience.
More easily create a new table transform map from an extraction table
Select and map source fields with target fields when creating a table transform
map from an extraction table.
Enhanced the $orderby OData query capability
Specify the order, ascending or descending, in which data should be returned
from an output variable.
Use guided tours in ERP Canvas
Learn about features and complete tasks step by step by taking guided tours
within ERP Canvas.

Changed in this release

ERP Integration application name change

The name of the application has been changed from ERP Data Hub to ERP
Canvas.

Removed in this release

The sn_erp_integration.enableJobModification property has been removed and is no longer
required in order to schedule an extraction.

Activation information

Install ERP Canvas by requesting it from the ServiceNow Store. Visit the ServiceNow Store
website to view all the available apps and for information about submitting requests to the
store. For cumulative release notes information for all released apps, see the ServiceNow
Store version history release notes .

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 Additional requirements
SAP ECC and S/4 HANA are currently the only available systems that integrate with ERP
Canvas.

Related ServiceNow applications and features

ERP Customization Mining (ERP-CM)

Identify ERP application candidates from your system of record with custom
®
data to re-platform using Now Platform low-code apps.
Build apps using App Engine Studio
AES consumes Remote Tables as ERP data pills to help you create custom low-
code apps and flows based on the migration candidates.
Remote tables
Remote Tables 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.
Workflow Studio
Integrate workflow authoring, configuring, and monitoring into a single-
page experience. Consolidate Playbooks, Workflow Studio, Workflow Studio,
Integration Hub integrations, and Decision Builder into one design environment.

ERP Customization Mining release notes

®
The ServiceNow ERP Customization Mining (ERP-CM) product enables ERP (Enterprise
Resource Planning) consultants and architects to identify customizations and recommend
candidates for replatforming from the ERP system onto the Now Platform. ERP Customization
Mining was enhanced and updated in the Yokohama release.

ERP Customization Mining highlights for the Yokohama release

• View charts and graphs on the new ERP Customization Mining home page dashboard.
• Take guided tours in ERP Customization Mining.

See ERP Customization Mining (ERP-CM) for more information.

Important: ERP Customization Mining is available in the ServiceNow Store. For details,
see the "Activation information" section of these release notes.

New in the Yokohama release

ERP Customization Mining dashboard

View statistics about mining results and candidates on the home page
dashboard.
Guided tours in ERP Customization Mining
Learn about features and complete tasks step by step by taking guided tours
within ERP Customization Mining.
Updated home page
The new home page provides a dashboard containing various charts and
graphs showing metrics related to ERP Customization Mining.

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 Changed in this release

Faster initialization
In addition to daily total application statistics, the SQLM and APPSTATS initial scan
now also retrieves all monthly total application statistics up to the current date.

Activation information
Install ERP Customization Mining by requesting it from the ServiceNow Store. Visit the
ServiceNow Store website to view all the available apps and for information about
submitting requests to the store. For cumulative release notes information for all released
apps, see the ServiceNow Store version history release notes .

Related ServiceNow applications and features

ERP Canvas
ERP Canvas enables you to simplify the use of ERP data from the system of
record such as SAP. You can also create extraction tables on the Now Platform
to transform data and create ERP models.
App Engine Studio
App Engine Studio consumes remote tables and extraction tables from the ERP
system to enable you to create custom low-code apps and flows based on the
migration candidates.
Remote tables
Remote Tables 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.
Workflow Studio
Integrate workflow authoring, configuring, and monitoring into a single-
page experience. Consolidate Playbooks, Workflow Studio, Workflow Studio,
Integration Hub integrations, and Decision Builder into one design environment.

Integration Hub release notes

® ®
The ServiceNow Integration Hub application extends the ServiceNow Workflow Studio
automation capabilities by enabling you to integrate your instance data with data in
external systems. Integration Hub was enhanced and updated in the Yokohama release.

Integration Hub highlights for the Yokohama release

• Get alerts and alert notifications for your Stream Connect integrations.
• Use error evaluation with Data Stream actions to catch step errors and specify error
behavior for each step.
• Edit, configure, and create connection aliases in the Action Properties section of actions in
Workflow Studio.

See Integration Hub for more information.

New in the Yokohama release

Stream Connect alerting

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 • Get alerts for your Stream Connect integrations. Stream Connect uses both
active and scheduled monitoring to detect events across multiple Stream
Connect components. If an issue is detected, an alert is created, and a
message is logged to the Stream Connect Log.
• Specify alert thresholds by configuring alerting properties. For example, you
can specify a maximum amount of time to process the current message
queue. If the estimated processing time exceeds your specified time, an alert
is generated.
®
• Receive alert notifications via email, SMS, or the ServiceNow mobile app.
Notifications contain detailed alert information, including the alert number,
level, and a description. You can configure notification settings based on alert
types, severity, and user preferences.

View producer statistics in the Stream Connect dashboard

Get detailed information about Stream Connect producers and their
performance, including a producer’s status and type, the number of bytes and
messages produced to a topic, and producer data trends over time, in the
Stream Connect dashboard.
Use error evaluation with Data Stream actions
Catch step errors and specify error behavior for each step in a Data Stream
action. Create your own error conditions by specifying when an action returns
an error state and the status codes and messages they return.
View connection aliases in integration actions
Edit, configure, and create connection aliases in the Action Properties section
®
of actions in ServiceNow Workflow Studio. View connection error details for
connection aliases that are not set up or configured.

UI changes

Create an HTTP(s) connection Options to specify the MID Server capabilities and MID
application in a connection record
The Configure Connection form, that you use to configure a connection
between your ServiceNow instance, and a third-party application now provides
the following fields when you select Auto-Select MID Server from the MID
Selection list.
• Capabilities: The capabilities that the MID Server must support to be eligible for
selection.
• MID Application: The application that the MID Server must support to be
eligible for selection.

Activation information
Integration Hub is included in Workflow Data Fabric and is available with activation of an
Workflow Data Fabric subscription package. For details, see https://www.servicenow.com/
now-platform/workflow-data-fabric.html .

Related ServiceNow applications and features

Workflow Studio
®
ServiceNow Workflow Studio enables process owners to automate approvals,
tasks, notifications, and record operations without having to code. You can use

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 the Workflow Studio design environment to author flows and actions and to view
the results that they produce.
App Engine Studio
®
ServiceNow App Engine Studio (AES) is a development tool for creators of
varying skill levels to build applications that meet the immediate needs of your
organization.
MID Server
The Management, Instrumentation, and Discovery (MID) Server is a Java
application that runs as a Windows service or UNIX daemon on a server in your
®
local network. The ServiceNow MID Server enables communication and the
movement of data between a ServiceNow instance and external applications,
data sources, and services.
Robotic Process Automation (RPA) Hub
®
Use the ServiceNow Robotic Process Automation (RPA) Hub to enable end-
to-end automation for your organization. With a combination of UI interactions,
element-based automations, and APIs that interact between the various
business applications, you can emulate user actions and eliminate mundane
and repetitive human activities.
Connections and Credentials
Credentials and connection information are required to gain access to a
® ®
computer or network device for ServiceNow Discovery, ServiceNow Service
®
Mapping, and ServiceNow Cloud Management, or to perform work using
® ®
ServiceNow Orchestration. When adding content to share on the ServiceNow
®
Developer Site or the ServiceNow Store, you can configure connections and
credentials relevant to your environment without modifying the built content.

Next Experience Developer (NED) Tools release notes

®
The ServiceNow Next Experience Tools application enables you to create the components
to track and enhance page performance and improve overall developer productivity. NED
Tools was enhanced and updated in the Yokohama release.

Next Experience Developer (NED) Tools highlights for the Yokohama release
Reduce troubleshooting time with enhanced component visualization, filters for traces, and
new event filters.

See Next Experience Developer Tools for more information.

UI changes
Component visualization
Highlighted components feature a tooltip that displays the element tag name
and element ID.

Changed in this release

Time filters for events
Icons were added to each event to enable you to select a timeframe when
filtering events.
Subtree filters for events
Scroll and search through a selected portion of the component tree.

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 Filters for traces
Filter traces with front-end filters to streamline span visualizations, specialty filters
to view targeted waterfall analysis without losing overall context, and level filters
to adjust the detail display in span visualizations.

Activation information
Download Next Experience Developer Tools from the Google Chrome Web Store.

Browser requirements
Next Experience Developer Tools requires Google Chrome.

Now Assist for Creator release notes

®
The ServiceNow Now Assist for Creator application includes generative AI skills that can
make developing on the Now Platform more efficient. Now Assist for Creator was enhanced
and updated in the Yokohama release.

Now Assist for Creator highlights for the Yokohama release

• Enable your users to create applications by using the Now Assist for app generation skill
even if they don't have the admin role.
• Use the improved application preview before generating an application by using the Now
Assist for app generation skill.
• Enable your RPA Desktop Design Studio users to create and edit automations and
activities, and extend automation logic flow with Now Assist for RPA Hub.
• Enable your ServiceNow Studio users to generate a summary of an app.
• Use the Quick Actions button in the Now Assist for Code enabled script editor to edit code
and add comments.

• Use the prompt modal in inline or floating mode with Now Assist for Code.

See Now Assist for Creator for more information.

Important: Now Assist for Creator is available in ServiceNow Store. For details, see the
"Activation information" section of these release notes.

New in the Yokohama release

Create applications in ServiceNow Studio by using Now Assist with the guided app
creator role
Enable your users with the guided app creator role (in addition to users with the
admin role) to create applications with the Now Assist for app generation skill.
Create and edit automations and activities and extend automation logic flow in RPA
Desktop Design Studio by using Now Assist

Use the Robotic Process Automation (RPA) bot generation skill in RPA Desktop
Design Studio to create and edit automations and activities through short
text instructions and preview options. This feature helps you to accelerate
automation development because new and existing users can develop and
build faster automations.

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 Enhance the automation logic by using the Build automation option, starting
from components or from an empty design surface that is based on text
instructions.
Summarize an app in ServiceNow Studio
Use the new Now Assist for app summary generation skill to quickly generate a
summary of an app. You can then copy the summary to the app description,
and use the summaries to find duplicate or redundant apps.

UI changes
Find files faster when previewing an application in the Now Assist for app generation
skill
Filter the app files list and narrow the search when previewing an application
that is created with the Now Assist for app generation skill.
Enhanced visibility of apps created by the Now Assist for app generation skill
On the ServiceNow Studio home page, apps that are generated by AI display
the AI indicator.

Changed in this release

More easily identify changes when previewing and updating applications

When previewing an application, any requested changes made by the Now
Assist for app generation skill are listed when the preview pane loads.
Edit applications without having to change the scope manually
When editing applications, the Now Assist for app generation skill now changes
the scope that you’re working in to the scope of the application automatically.
More easily query Analytics Generation
Analytics Generation now uses a semantic filter instead of Natural Language
Query (NLQ), resulting in less rigid requirements for queries.

Activation information
Install Now Assist for Creator by requesting it from ServiceNow Store. Visit the ServiceNow
Store website to view all the available apps and for information about submitting requests
to the store. For cumulative release notes information for all released apps, see the
ServiceNow Store version history release notes .

Related ServiceNow applications and features

App Engine Studio

®
ServiceNow App Engine Studio (AES) is a development tool for creators of
varying skill levels to build applications that meet the immediate needs of your
organization.
Integration Hub
®
Automate integration tasks using ServiceNow components for ServiceNow
Workflow Studio, or develop custom integrations. A separate subscription is
required.
Integration Hub available spokes

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 Activate spokes to enhance your Workflow Studio experience with integration-
specific content. Use prebuilt flows and actions to automate your integrations or
create your own integration automation.
MID Server
The Management, Instrumentation, and Discovery (MID) Server is a Java
application that runs as a Windows service or UNIX daemon on a server in your
®
local network. The ServiceNow MID Server enables communication and the
movement of data between a ServiceNow instance and external applications,
data sources, and services.
Now Assist
Use AI recommendations to select the next component in your flow. The system
generates recommendations based on the current position in the flow and the
flow component names listed before.
Process Automation Designer
®
ServiceNow Playbooks enables process owners to author cross-enterprise
workflows and create a single, unified process. You can also use Playbooks to
provide end users with a simplified, task-oriented view of your process.
Robotic Process Automation (RPA) Hub
®
Use the ServiceNow Robotic Process Automation (RPA) Hub to enable end-
to-end automation for your organization. With a combination of UI interactions,
element-based automations, and APIs that interact between the various
business applications, you can emulate user actions and eliminate mundane
and repetitive human activities.

RPA Hub release notes

®
The ServiceNow RPA Hub application enables end-to-end automation for your organization.
RPA Hub was enhanced and updated in the Yokohama release.

RPA Hub highlights for the Yokohama release

• Use generative AI to create and edit automations, activities, and extend automation logic
flow through text instructions and preview options in the RPA Desktop Design Studio.
• Run multiple unattended robots on different user sessions at the same time on the same
Windows Server machine using the high-density robots feature.
• Use new sample automations that were added in the RPA Desktop Design Studio that
cater to different use cases.
• Leverage the communication capabilities of the SSH protocol in the automation processes
with the new Secure Shell (SSH) connector in the RPA Desktop Design Studio.
• Use the SAP connector to identify the screens and elements and to automate workflows on
SAP graphical user interfaces (GUI).

See Robotic Process Automation (RPA) Hub for more information.

Important: RPA Hub is available in the ServiceNow Store. For details, see the
"Activation information" section of these release notes.

Important information for upgrading RPA Hub to Yokohama

Upgrade any of these currently installed Microsoft Software Installers (MSIs) by downloading
the RPA applications:

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 • RPA Desktop Design Studio
• Attended Robot
• Unattended Robot
• Unattended Robot Login Agent

For more information, see Download the RPA applications from RPA Hub .

The following upgrade information is applicable only when you’re upgrading from San Diego
or Tokyo to Yokohama.

Based on the number of records in the application file table, you may experience a delay
while upgrading the RPA Hub applications from Tokyo or earlier releases to Yokohama.

Before upgrading RPA Hub to Yokohama, you must set the value of the
glide.rollback.blacklist.TableParentChange.change system property to false. If
this property doesn't exist in the System Property [sys_properties] table, add the property
and set its value to false. For more information on how to add a property, see Add a system
property .

After you upgrade to Yokohama, the bot process definitions change to the new structure,
which is the bot process configuration.

Although the bot process configuration doesn't replace the bot process completely, most
fields are moved from the bot process to the bot process configuration. If you upgrade
to Yokohama without updating the system property value, the tables don’t extend the
Application File [sys_metadata] table. To update the table changes manually, see the
Restructuring RPA Hub tables to sys_metadata in Utah and beyond release [KB1223629]
article in the Now Support Knowledge Base.

New in the Yokohama release

RPA bot generation

Use the Robotic Process Automation (RPA) bot generation skill in RPA Desktop
Design Studio to create and edit automations and activities through short text
instructions and preview options, accelerating automation development for
both new and existing users. For more information about creating automations
using Now Assist, see Create an automation with Now Assist . For more
information about creating activities using Now Assist, see Create an activity with
Now Assist .

Enhance automation logic using the Build automation option, starting from
components or from a blank canvas based on text instructions. For more
information, see Build an automation with Now Assist .
High density robots
Enable multiple unattended robots to run simultaneously on the same Windows
Server machine using the high-density robots feature. These unattended robots
run automations in separate Remote Desktop Protocol (RDP) sessions. For more
information, see High density robots in Unattended Robot and Set up Windows
Server machine for high density robots .
Sample automations
Use sample automations to jumpstart your automation journey with a library of
pre-built automations.

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 The following unattended and attended sample automations were added to
the Sample Explorer and home page of RPA Desktop Design Studio:

• User Creation in Badging App

• Universal Timezone Converter
• Decode Barcode and QR Code to Text
• PDF Text to Images
• PDF to Word
• HTML to CSV
• Word Operations
• Excel Operations
• Highlight Excel Rows
• City Weather Reports
• Tiff to PDF
• Add Word Footer
• Date Delta Across Apps
• File Ops: Copy, Delete, Move
• Extract Data from JSON to Excel
• Automate Offer Letters
• Summarize Sales Data
• Invoice Data Extraction to Excel
• Download File from URL
• Health Check Bot

Secure Shell (SSH) connector

Establish an Secure Shell (SSH) connection to a remote server and execute
commands in the RPA Desktop Design Studio. In the UNIX environment, SSH is
the preferred way to access remote systems. Robots often interact with remote
systems such as UNIX servers.

The connector comprises three methods:

• Connect: Establishes an SSH connection.
• Run Command: Executes commands over an established connection.
• Disconnect: Disconnects the session that was established using connect
method.

Ensure to install the SSH plugin from the Plugins Manager as a prerequisite.
Bypassing the legal notice
In RPA Hub, enable the sn_rpa_fdn.bypass_legal_notice system property
to authorize the unattended robot to clear the legal notice message set by the
system-level policy. This property ensures that a legal notice isn't displayed during
the robot's login process.
What's New tab in the Help Center for RPA Hub
Learn about the following newly released RPA features in your instance in the
What's New tab in the Help Center for RPA Hub:
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 • Now Assist for RPA Hub
• High density robot

SAP connector
The SAP connector helps identify the screens and elements and automating
workflows on the SAP GUI. For example, create and save a vendor entry. The SAP
Connector is built by Bristlecone, Inc.
New methods for Universal app connector
In the RPA Desktop Design Studio, the following three new methods for Universal
app connector are added.
• GetValue: Retrieves a value from an element.
• SetValue: Assigns a specified value into an element.
• Click: Performs a click action on an element.

UI changes

Build with Now Assist wizard

In the RPA Desktop Design Studio, create an automation with Now Assist by
selecting the Create automation button and follow the next set of steps in the
Build with Now Assist wizard.
Create an activity with Now Assist
In the RPA Desktop Design Studio, create an activity using Now Assist by
selecting and holding (or right-clicking) Activities in the Project Explorer. Then,
select the New activity using Now Assist option.
Build an automation with Now Assist
In the RPA Desktop Design Studio, extend the automation logic using the Build
automation with Now Assist option. On the design canvas, select a component
and hover over the AI icon ( ). Select the AI icon ( ) to open the Build
automation with Now Assist window, you can describe the automation logic
based on the selected components.
High density robots

In the Robot form of RPA Hub, the High Density Robot and Screen Resolution
fields are added to support the high-density robot feature.
Enhanced user experience on the Sample Automation home page
The following options have been added to enhance user experience on the
Sample Automation home page in RPA Desktop Design Studio:
• Pagination: Scroll through different pages containing sample automations
using the pagination option.
• Search bar: Filter and display only the automations that contain the search
keyword in their title or description using the search bar option. The search is
case-insensitive and dynamically updates the list of displayed automations
based on the search query.

Changed in this release

Changed fields for the Unattended Robot application

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 In the Unattended Robot dialog box, the RPA Hub field name has been
changed to Instance URL.
Microsoft Software Installer (MSI) compatibility
Older MSIs that are related to Attended Robot and RPA Desktop Design Studio
from the RPA Hub store release versions 7.0.3 and 9.0.0 are compatible and
can be used with the current store release version (12.0.X) of RPA Hub. For
Unattended Robot, the latest MSI must be installed, as it is not backward
compatible.

However, there are some limitations:

• Any new automation components available in the latest version aren’t
available in the older versions. For example, the SSH connector in version 12.0
doesn’t work in older versions.
• Components of the same name with different parameters aren’t backward
compatible.

If robot machines use older MSIs than the current instance version, they won't
have the new features from later versions. For example, features released after
version 10.0 won't work in version 10.0 MSIs. Only features from version 10.0 are
available in that version.

TerminateByName component behavior change

The TerminateByName component stops processes or applications only within
the current user session.

Activation information

Install RPA Hub by requesting it from the ServiceNow Store. Visit the ServiceNow Store
website to view all the available apps and for information about submitting requests to the
store. For cumulative release notes information for all released apps, see the ServiceNow
Store version history release notes .

Install the Now Assist for RPA Hub application to add the generative AI capability and turn
on the Robotic Process Automation (RPA) bot generation skill to use generative AI to create
automations. For more information about these tasks, see Configure Now Assist for RPA Hub
and Turn on the RPA bot generation skill .

For cumulative release notes information on RPA Hub, see RPA Hub release notes .

For cumulative release notes information on RPA Desktop Design Studio, see RPA Plugin
Bundle release notes .

If you have previously downloaded the application from the ServiceNow Store and a
new version is available, you can update it in your Now Platform instance at All > System
Applications > All Available Applications.

Additional requirements
To use the Unattended Robot application, the hardware requirements for a single robot are
as follows:

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 Hardware requirements for standard robots

Resource Minimum Recommended

CPU 2 cores of Intel 1.8 GHz 64-bit processor 4 cores of Intel 2.4 GHz 64-bit processor
RAM 4-GB RAM 8-GB RAM
Disk Minimum 50-GB free disk space after Minimum 100-GB free disk space after
space installing the OS, patches, and base installing the OS, patches, and base
software software

To use the Unattended Robot application, the minimum and recommended hardware
requirements for a high density robot are multiplied by the number of runtimes. Multiple
robots execute jobs concurrently on the same Windows Server machine. For example, with
three users concurrently executing jobs, the minimum hardware requirements for a high
density robot are:
• 6 cores of Intel 1.8GHz 64-bit (6 cores of 1.8GHz 64-bit per runtime).
• 12 GB of RAM (4 cores per runtime).

To use the Unattended Robot application, the software requirements for a standard robot
are:
• Operating system: Microsoft Windows 10, Windows Server 2016, Windows Server 2019,
Windows Server 2022.
• NET framework: Windows 4.7.1 or greater.
• DPI scaling setting must be deactivated.

To use the Unattended Robot application, the software requirements for a high density robot
are:
• Operating system: Windows Server 2022.
• NET framework: Windows 4.7.1 or greater.
• DPI scaling setting must be deactivated.

If you are upgrading to Yokohama, verify that you have the latest robot MSI from Yokohama
installed. The older versions of the robots do not work.

An unattended robot is mapped to only one machine. This is applicable for standard robot.

Virtual Machines (VMs) that are used for the Unattended Robot application must be
persistent and constantly on.

To use the Attended Robot application, the hardware requirements are:

Hardware requirements for Attended Robot

Resource Minimum Recommended

CPU Intel Processor (1vCPU) Intel Processor (4vCPU)

RAM 4-GB RAM 8-GB RAM
Disk space Minimum 20-GB free disk Minimum 50-GB free disk
space after installing the OS, space after installing the OS,
patches, and base software patches, and base software

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 To use the Attended Robot application, the software requirements are:
• Operating system: Microsoft Windows 10 or Windows Server 2016 or Windows Server 2019.
• NET framework: Windows 4.7.1 or greater.
• DPI scaling setting must be deactivated.

An attended robot is mapped to only one user.

To use the RPA Desktop Design Studio application, the hardware requirements are:

Hardware requirements RPA Desktop Design Studio

Resource Minimum Recommended

CPU Intel Processor (At least, Core Intel Processor (Core i7).
i5)
RAM 4-GB RAM 8-GB RAM
Disk space Minimum 20-GB free disk Minimum 50-GB free disk
space after installing the OS, space after installing the OS,
patches, and base software patches, and base software

To use the RPA Desktop Design Studio application, the software requirements are:
• Operating system: Microsoft Windows 10 or Windows Server 2016 or Windows Server 2019.
• NET framework: Windows 4.7.1 or greater.
• Monitor with 1920x1080p resolution.
• DPI scaling setting must be deactivated.

Browser requirements
ServiceNow workspaces don’t support mobile devices. For more information about the list of
supported browsers, see Browser support.

Accessibility information
Accessibility improvements
Accessibility improvements were completed to support WCAG 2.1 Level AA
conformance.

Localization information
RPA Hub supports international languages. For more information, see Internationalization
support for RPA Hub .

Related ServiceNow applications and features

Workflow Studio
®
ServiceNow Workflow Studio integrates with RPA Hub for a seamless robot
execution. You can use the Workflow Studio design environment to author flows
and actions, as well as view the results they produce.

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 Table Builder release notes
®
The ServiceNow Table Builder application is a centralized way to build tables, forms, and
display logic. Table Builder was enhanced and updated in the Yokohama release.

Table Builder highlights for the Yokohama release

Transition to NOW Design Systems (NDS) icons from the previous custom table builder icons.

See Table Builder for more information.

UI changes
Transition to NOW Design Systems (NDS)
Shift from the previous custom table builder icons to the NOW Design System
(NDS) icons in the user interface.

Activation information
Table Builder is a Now Platform feature that is active by default when you install App Engine
Studio

Browser requirements
Internet Explorer isn’t supported.

Related ServiceNow applications and features

App Engine Studio

App Engine Studio (AES) is a guided, low-code tool for developing rich web
applications to store information, automate business processes, and solve
business problems.

ServiceNow IDE release notes

®
The ServiceNow integrated development environment (IDE) application enables
developers to create scoped applications in source code in an IDE based on Visual Studio
Code for the Web on the Now Platform. ServiceNow IDE was enhanced and updated in the
Yokohama release.

ServiceNow IDE highlights for the Yokohama release

• Convert existing scoped applications to support development in source code.

• Use TypeScript in JavaScript modules.
• Install and use npm packages from private registries.

See ServiceNow IDE for more information.

Important: ServiceNow IDE is available in the ServiceNow Store. For details, see the
"Activation information" section of these release notes.

Important information for upgrading ServiceNow IDE to Yokohama

ServiceNow IDE version 1.1.4 is active by default on instances on the Yokohama release.
Update to ServiceNow IDE version 2.0 or later to use the latest features. For information about
updating ServiceNow IDE, see Installing applications in Application Manager .
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 New in the Yokohama release

Convert scoped applications for use in the ServiceNow IDE

Convert existing scoped applications to support development in source code in
the ServiceNow IDE.
Use TypeScript in JavaScript modules
Create an application that uses the TypeScript template to use TypeScript in
modules and compile them to JavaScript when building your application.
Use npm packages from private registries as third-party libraries
Install npm packages from a private registry to use as third-party libraries in your
application.
Switch between development experiences
Work in the right environment for your task by using the experience switcher to
switch between developing in ServiceNow IDE, ServiceNow Studio, and Creator
Studio.

Activation information
ServiceNow IDE is active by default starting in the Yokohama release and available for
upgrade in the ServiceNow Store. Visit the ServiceNow Store website to view all the
available apps and for information about submitting requests to the store. For cumulative
release notes information for all released apps, see the ServiceNow Store version history
release notes .

Related ServiceNow applications and features

ServiceNow SDK
The ServiceNow SDK is used in the background of the ServiceNow IDE as the
application packaging service that builds applications and provides the
ServiceNow Fluent APIs for developing applications in source code. Scoped
applications created or converted with the ServiceNow IDE or ServiceNow SDK
can be developed with either application.

ServiceNow Studio release notes

®
The ServiceNow ServiceNow Studio application provides a unified experience for all
ServiceNow development activities, enabling admins and developers to extend base system
solutions and easily create custom apps. ServiceNow Studio was enhanced and updated in
the Yokohama release.

ServiceNow Studio highlights for the Yokohama release

• Work in the best development environment for your task by using the experience switcher
to switch between developing in Creator Studio, ServiceNow Studio, and ServiceNow IDE.
• Summarize the contents of an app using Now Assist app summary generation. Rework the
summarization as needed and copy it to the app description.
• Access app settings to view comprehensive information about each application in an
integrated tab in the Core UI view with related links.

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 • Users with Guided Application Creator (GAC) roles can now create apps in ServiceNow
Studio.
• In addition to accessing ServiceNow Studio directly from your instance, you can access
it from the ServiceNow Developer website or from your personal development instance
landing page.

See Building applications with ServiceNow Studio for more information.

Important information for upgrading ServiceNow Studio to Yokohama

ServiceNow Studio no longer has to be downloaded from the ServiceNow Store. It’s available
on the Now Platform by default.

New in the Yokohama release

Change your development experience in ServiceNow Studio

Use the best tool for your app development by switching between Creator
Studio, ServiceNow Studio, and ServiceNow IDE.
Summarize the contents of an app in ServiceNow Studio
Help prevent duplicate app creation by summarizing the contents of an app
using Now Assist app summary generation in ServiceNow Studio and using the
summary if accurate as the app description.
Modify an app's settings in ServiceNow Studio
Change settings or see related links for an app from the app details page.
Refresh your app to load updated details.
Create an application in ServiceNow Studio
In the November 2024 release, only admins could create apps in ServiceNow
Studio. Now, users with Guided Application Creator (GAC) roles can also create
applications.

Changed in this release

Modify an app's settings in ServiceNow Studio

The App settings icon in ServiceNow Studio used to open a small modal where
only a few settings could be updated and the app could be deleted. In this
release, the icon opens a Core UI view of all the app settings and related links for
the app.

Activation information
ServiceNow Studio is a Now Platform feature that is active by default.

Related ServiceNow applications and features

Access Control
Work with access controls and roles for apps and files in ServiceNow Studio.
Catalog Builder
Create and edit catalog items directly in ServiceNow Studio.
Decision tables in Workflow Studio

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 Add decision rules and use decision tables to decouple decision logic from
code.
Email notifications
Create and edit email notifications that are automatically sent when a record is
created or updated. Email notifications are also used as a reference in flows or
can be triggered by an event.
Flows in Workflow Studio
Create and edit flows, subflows, and actions directly in a Workflow Studio tab
within ServiceNow Studio.
Integration Hub - Import
Import data into existing tables in ServiceNow Studio.
Mobile App Builder
Add mobile experiences in a Mobile App Builder within ServiceNow Studio.
Now Assist for app generation in ServiceNow Studio
Create applications through a conversation with generative AI.
Playbooks in Workflow Studio
Edit cross-functional processes and consolidate them into automated task-
oriented views.
Table Builder
Work with data models in a tabular format in a tab within ServiceNow Studio.
UI Builder
Create and edit experiences in a tab within ServiceNow Studio.
Workflow Studio
Integrate workflow authoring, configuring, and monitoring into a single page
experience within ServiceNow Studio.

Workflow Studio release notes

®
The ServiceNow Workflow Studio application provides a single location to access all process
automation applications. Workflow Studio was enhanced and updated in the Yokohama
release.

Flows, subflows, and actions in Workflow Studio release notes

®
The ServiceNow Workflow Studio application enables process analysts to automate work
without having to code and to build multi-step flows from reusable components. Workflow
Studio was enhanced and updated in the Yokohama release.

Workflow Studio highlights for the Yokohama release

• Debug flows and subflows from a dedicated debugging tab.

• Pause a flow until it receives a specific message from the flow API.
• Save flow triggers for reuse in other flows.

See Exploring flows for more information.

Important: Workflow Studio is available in the ServiceNow Store. For details, see the
"Activation information" section of these release notes.

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 New in the Yokohama release

Configure conversational settings

View the subflows and actions that are conversational compatible. Configure
conversational settings to make a subflow or action available to conversational
interfaces.
Debug flows and subflows
Debug flows and subflows from a dedicated Workflow Studio tab. Set
breakpoints and step through a paused flow to review configuration and
runtime values.
Save a flow trigger for reuse in other flows
Save a set of trigger definitions as a reusable trigger. Enable flow authors to
select the saved trigger from some or all application flows. Specify whether flow
authors can see the trigger details or add conditions to the trigger.
Use the Flow API to send a message to a paused flow
Send a specific message and payload response to a flow that is paused and
waiting for a message.
Wait for a specific message from the Flow API
Pause a flow until it receives a specific message from the flow API. Specify the
string message that resumes running the flow, and optionally provide a time out
value to resume the flow if no message is received after a specific amount of
time.

Activation information
Workflow Studio is a Now Platform feature that is active by default.

Get the latest Workflow Studio features by updating the app from the ServiceNow Store.
Visit the ServiceNow Store website to view all the available apps and for information about
submitting requests to the store. For cumulative release notes information for all released
apps, see the ServiceNow Store version history release notes .

Accessibility information
Aria label improvements
Added and updated Aria labels to support screen readers.
Keyboard navigation improvements
Improved keyboard navigation with working with actions, flows, and subflows in
Workflow Studio.
Reflow improvements of canvas headers and footers

Added support for the reflow of canvas headers and footer content in Workflow
Studio actions, flows, and subflows. These components can be zoomed up to
400% through your browser settings without loss of content or functionality.

This enhancement helps users with low vision or who have trouble seeing web
content in a browser due to monitor size, device type, poor lighting, or other
situations.

Related ServiceNow applications and features

Integration Hub
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 ®
Automate integration tasks using ServiceNow components for ServiceNow
Workflow Studio, or develop custom integrations. A separate subscription is
required.
Integration Hub available spokes
Activate spokes to enhance your Workflow Studio experience with integration-
specific content. Use prebuilt flows and actions to automate your integrations or
create your own integration automation.
MID Server
The Management, Instrumentation, and Discovery (MID) Server is a Java
application that runs as a Windows service or UNIX daemon on a server in your
®
local network. The ServiceNow MID Server enables communication and the
movement of data between a ServiceNow instance and external applications,
data sources, and services.
Robotic Process Automation (RPA) Hub
®
Use the ServiceNow Robotic Process Automation Hub to enable end-to-
end automation for your organization. With a combination of UI interactions,
element-based automations, and APIs that interact between the various
business applications, you can emulate user actions and eliminate mundane
and repetitive human activities.

Playbooks in Workflow Studio release notes

® ®
The ServiceNow Playbooks builder within the ServiceNow Workflow Studio application
enables playbook owners to create multiple-flow processes in a diagram or task board
interface. The Playbooks builder was enhanced and updated in the Yokohama release.

Playbooks highlights for the Yokohama release

• Add custom translations for playbooks.

• Restart playbook activities that have ended in error.
• Create a checklist directly in the side panel without needing a checklist template.

See Exploring playbooks for more information.

Important: Workflow Studio is available in the ServiceNow Store. For details, see the
"Activation information" section of these release notes.

Important information for upgrading Playbooks to Yokohama

After you upgrade to Yokohama, update the Workflow Studio application in the ServiceNow
Store.

New in the Yokohama release

Translate playbooks content

Add custom translations for labels, descriptions, and UI Layout properties in your
playbooks.
Restart playbook activities that end in error
Configure activities so that end users can restart any activity that ends in an
error.
Add more fields in Create Task activities

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 Add more fields in a more configurable Create Task activity.
Create a checklist directly in Workflow Studio
Create a checklist directly in the side panel without needing a checklist
template.

UI changes
Trigger label updated
The trigger is now labeled "Start" in Workflow Studio.

Changed in this release

Change triggers in any playbook
Edit triggers when you duplicate a playbook, in a variant, etc.

Deprecations

• If you have the old Create Task activity in your existing playbooks, it will continue to
function. You just can't add the extra fields that are available only in the new Create Task
activity.
• If you have the old Checklist activity in your existing playbooks, it will continue to function.
You just won't be able to update the checklist directly in Workflow Studio the way that you
can with the new Checklist activity.

Activation information
The application comes with the Workflow Studio ServiceNow Store app. Workflow Studio is
®
part of the Now Platform and is available by default. Get the latest Workflow Studio features
by downloading the latest Workflow Studio app in the ServiceNow Store, as well as related
applications like the Process Automation Content and Process Automation Experience Demo
applications. The application can be downloaded for patch fixes.

To use the playbook generation feature in Workflow Studio, download the Now Assist for
Creator application.

Visit the ServiceNow Store website to view all the available apps and for information about
submitting requests to the store. For cumulative release notes information for all released
apps, see the ServiceNow Store version history release notes .

Related ServiceNow applications and features

Workflow Studio
®
ServiceNow Workflow Studio consolidates , Workflow Studio, Action Designer,
®
Integration Hub integrations, and ServiceNow Decision Builder into one
design environment. Author, configure, and monitor all of your workflows in a
streamlined experience.
Flow Designer
®
ServiceNow Workflow Studio enables process owners to automate approvals,
tasks, notifications, and record operations without having to code. You can use
the Workflow Studio design environment to author flows and actions and to view
the results they produce.
Playbook Experiences

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 ®
ServiceNow Playbook experiences enable you to customize the default
playbook user experience for your agents.

Decision Builder in Workflow Studio release notes

®
The ServiceNow Workflow Studio application provides an intuitive interface that you can
use to create and manage decision tables. Workflow Studio was enhanced and updated in
the Yokohama release.

Workflow Studio highlights for the Yokohama release

• Filter condition and result columns in decision tables to show only relevant rows, simplifying
large table edits.
• Use the lookup icon to select a reference record from the default list view and the info icon
to preview the record.
• Use the pagination feature to switch between pages by selecting the page you'd like to
see.
• Activate rows or Deactivate rows to include or exclude the logic in that row while
executing the decision tables.

See Exploring decision tables for more information.

New in the Yokohama release

Filter decision tables

Apply filters to both condition and result column values in decision tables. Once
filters are applied, only the relevant decisions are displayed, making it easier to
refer or edit large tables.
Use enhanced reference record
When choosing a reference value as a condition or result, a new lookup
icon enables you to select the reference record from the default list view.
Additionally, you can preview the selected reference record by selecting the
info icon.
Set rows active or inactive
Turn the rows on or off. Activating a row includes its data while executing a
decision table, while deactivating a row excludes it. This feature helps you to
temporarily use or skip conditions without deleting them.

UI changes

Pagination
Use the pagination feature to switch between pages by selecting the page
you'd like to see.

Activation information
Workflow Studio is a Now Platform feature that is active by default.

Get the latest Workflow Studio features by updating the app from the ServiceNow Store.
Visit the ServiceNow Store website to view all the available apps and for information about
submitting requests to the store. For cumulative release notes information for all released
apps, see the ServiceNow Store version history release notes .

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 Related ServiceNow applications and features

Workflow Studio
Integrate workflow authoring, configuring, and monitoring into a single page
experience.
Exploring flows
Flows automate a repeatable multi-step process. When the flow trigger
conditions are met, the flow runs a sequence of reusable actions and flow logic
to complete the process.
Exploring playbooks
Workflow Studio playbooks enable process owners to author cross-enterprise
workflows and create a single, unified process. Build the underlying processes for
playbooks that Playbook Experience agents and fulfillers use.

Next Experience Components release notes

®
The ServiceNow Next Experience Components are the components used to build custom
user interfaces. Next Experience Components was enhanced and updated in the Yokohama
release.

Next Experience Components highlights for the Yokohama release

• Build rich UI experiences with prebuilt system or custom components. To view the Next
®
Experience Components API reference, usage guidance, and ServiceNow UI Builder
setup documentation, visit the Developer site Next Experience Components doc .
• Use common web component patterns and principles, such as a JavaScript framework,
immutable data, and simple action handlers.
• Reuse components across multiple user interfaces to create a cohesive experience for
your end users.
• Use preset property values to configure properties and event handlers automatically for
a component so the component is ready to work when you add it to a page. Presets
can connect to a controller that acts as a data resource for the component. For more
information, see Automatically configure components using presets and Bind data to UI
Builder pages using controllers (advanced feature) .

New in the Yokohama release

Components

Component Description

Active call Handles phone calls as part of the Interaction controls component
(ICC). Manages call functions, including actions such as disconnect,
mute, hold, record, and transfer.
Animation Places Lottie animations in Next Experience pages or components
created in UI Builder.
Dialpad Dial a phone number in Workspace.
Feedback Captures detailed feedback from users for AI products or skills
through a series of pre-determined options or free-text responses.

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 Components (continued)

Component Description

Filter group Groups up to 3 filter components into a single container with

configurable Apply, Clear, and Reset buttons that apply to all filters
in the group.
Flyout menu Menu that organizes multiple levels of options within a hierarchical
structure.
Knowledge view Embeddable container that renders a Next Experience Knowledge
article view.
Loader custom Renders custom animations with an optional progress bar and label.
Skeleton loader Decorative placeholder for generated content.

Changed in this release

Components

Component Enhancement

Appointment
• Select multiple slots
calendar
• Add customizable categories for appointment slots
• Hide past and unavailable slots
• Add contextual tags in appointment slots
• Configure number of rows displayed in each slot in the Day and
DAYMOBILE views
• Configure container height adjustment

Attachments
• Option to download all attachments
• Revised delete attachment confirmation popup message

Avatar Configure avatar to behave as a button or a link.

Calendar
• DST support with multiple time zones in the Calendar and Timeline
views
• Hide header
• Multiple time zones in the Timeline view
• Scroll control for the Calendar and Timeline views

Email composer Now Assist generative AI suggestions for all email scenarios, email
templates, response templates, and quick messages.
Email composer Now Assist generative AI suggestions for all email scenarios, email
(mini) templates, response templates, and quick messages.

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 Components (continued)

Component Enhancement

Form
• Configuration panel updates
• Form controller configuration panel updates

Form templates
• Sort templates alphabetically and by last used.
• New tab for Favorites for you to add and remove templates.
• Larger cards that don't truncate template name and description,
and show Last used timestamp.

Highlighted value
• Medium size variant.
• Custom tooltip property.

iFrame Send messages to iframed document.

Kanban Board
• Multi-select in cards
• Configure selecting dependency lines
• Add secondary header

Modeless dialog Make the dialog dynamic and automatically resize to fit the
content.
Node Map
• Force layout for representing graphs without structure or hierarchy
• Custom popover configuration in Hierarchical, Layered, and
Force layouts
• Customizable nodes in non-unified layouts
• Self-referencing nodes denoted with edges looping back to the
node
• Export maps in JPG and PNG
• Aggregate or segregate multiple connections between the same
nodes

Pill Display the selected pill state which doesn't display by default.
Quick filter
• Configure section headers in typeahead dropdown
• Configure footer action button
• Configure placeholder text value for input field

Record lookup
• Search for contacts by name, phone, or email
• Preview shortlisted results in a paginated form
• Quickly link or unlink a shortlisted contact to a case

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 Components (continued)

Component Enhancement

• Edit details for a record without accessing the parent record

• Hide record header
• Configure search results
• Render highlighted values in the linked card
• Qualify search results using specific conditions (reference
qualifiers)
• Hide fields with empty values
• Hide link button
• Expand or collapse card

Stepper
• Standardized font size (small or medium) for all steps
• By default, pagination adjusts to display the current selected step

Data visualizations

Chart Enhancement

Bar Percent (%) information added to chart tooltips and data table
below chart.
Bubble Percent (%) information added to chart tooltips.
Geomap Percent (%) information added to chart tooltips and data table
below chart.
Heatmap
• Percent (%) information added to chart tooltips and data table
below chart.
• When the metric value is set to "Count," show a zero (0) when no
data is available.

Pivot table
• When there's no value in the selected dataset or for the
configuration, choose the display format.
• Data sources limit increased from 10 to 15.

Time series
• Percent (%) information added to chart tooltips and data table
below chart.
• Support for business calendars such as Gregorian, fiscal, and any
manually added calendar.
• For all chart formats, except "column:"

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 Data visualizations (continued)

Chart Enhancement

◦ When there's no value in the selected dataset or for the

configuration, choose the display format.
◦ For table data sources, when there's no data for a specific time
on the chart, show a continuous line without gaps.
• Show a chart and graph data table for easier screen reader
access.
• For line, spline, area, and step charts, have a marker show at
each data point on the chart including where values are zero (0)
or missing.
• For a chart with up to 3 metrics, you can add alternative Group
by's for each metric for the user to select from.
• Sorting when data is grouped.
• New Date range option to set the period end date to update
automatically to the current date.

Templates

Template Description

Dashboards
• Pills at the top of the page display any categories assigned to the
dashboard
• User avatars at the top of the page indicate real-time editing

Bundles

Bundle Enhancement

Record list
• Condition builder available in the list header
• If live list is enabled, infinite scrolling is enabled by default

Activation information
Next Experience Components is a Now Platform feature that is active by default.

Accessibility information
For Next Experience Components accessibility conformance, refer to the ServiceNow Horizon
site Components section .

Related ServiceNow applications and features

UI Builder

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 UI Builder is a low-code tool that enables you to build pages for workspace and
portal web-based experiences.
Workspace UI
Use components to build custom workspace experiences for agents who solve
internal or external customer issues.

Intelligent Experiences release notes

Intelligent Experiences has new and updated features in the Yokohama release.

AI Governance release notes

®
The ServiceNow AI Governance application provides a centralized workspace for AI
Stewards to manage and monitor AI within the enterprise. The AI Inventory, based on a
®
unified AI asset data model on the Now Platform along with associated governance
business processes are available in this workspace. The AI Governance is a new application
in the Yokohama release.

Important: AI Governance is available in the ServiceNow Store. For details, see the
"Activation information" section of these release notes.

AI Governance highlights for the Yokohama release

• ◦ Create an AI Steward role.

◦ Use the AI Asset inventory to catalog AI related artifacts.
◦ Use the AI Skills Approvals to review and approval flows.
◦ Create a AI Governance Workspace.

AI Governance features

AI Governance

• AI Steward role - Facilitate and coordinate governance activities between

innovation, legal, security, risk and compliance teams.
• AI Asset inventory - Unified data model on the Now Platform to catalog AI
Model, datasets, prompts, and other related artifacts including Now Assist and
AI leveraging Generative AI Controller.
• AI Skills Approvals - Review and approval flows for Now Assist Skills and other
related assets like AI Models and AI datasets deployed through Now Assist or
Generative AI Controller.
• AI Governance Workspace - Intuitive workspace to surface governance tasks,
reports, inventory, and insights.

Activation information
The AI Governance application is installed as part of the Generative AI Controller.

Browser requirements
The AI Governance application supports all the browsers.

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 Accessibility information
The AI Governance application supports all the platform accessibility features.

Localization information
The AI Governance application is localized.

Document Intelligence release notes

®
The ServiceNow Document Intelligence application is an artificial intelligence (AI) solution
that quickly and accurately categorizes and extracts information from documents.
Document Intelligence was enhanced and updated in the Yokohama release.

Document Intelligence highlights for the Yokohama release

• Speed up your document processing workflows and quickly extract the text and tables
from your documents by using Now Assist.
• Save time looking for the information that you need in a document and quickly find the
answers to predefined questions by using Now Assist.

See Document Intelligence for more information.

Important: Document Intelligence is available in the ServiceNow Store. For details,

see the "Activation information" section of these release notes.

New in the Yokohama release

Now Assist in Document Intelligence

Use Now Assist in Document Intelligence to extract information from unstructured
documents and provide answers to defined questions using generative AI.

Activation information
Install Document Intelligence by requesting it from the ServiceNow Store. Visit the ServiceNow
Store website to view all the available apps and for information about submitting requests
to the store. For cumulative release notes information for all released apps, see the
ServiceNow Store version history release notes . The Document Intelligence application
(sn_docintel) depends on the Document Intelligence plugin (com.glide.platform_ml_di), the
Predictive Intelligence plugin (com.glide.platform_ml), and the Document Intelligence UIB
component (com.sn_docintel_iframe). For more details, see Install Document Intelligence .

Related ServiceNow applications and features

Accounts Payable Operations

Use Document Intelligence for Accounts Payable Operations to extract
information quickly and accurately from invoice documents that are received
as attachments via email, as well as create invoice records in the Accounts
Payable Operations application.
Customer Service Management
Use Document Intelligence for Customer Service Management (CSM) to extract
relevant information from email and case attachments, such as account
numbers or customer addresses, and add that information to cases.
Financial Services Operations

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 Use Document Intelligence integrated with the digital workflows in the Financial
Services Operations applications to help your organization quickly automate
document processing and accurately extract information from documents to
the Now Platform.
Automation Center
Use Document Intelligence for Automation Center to discover automation
opportunities for document processing using DocIntel automation metrics.

Generative AI Controller release notes

®
The ServiceNow Generative AI Controller application enables you to use generative AI
capabilities with third-party large language model (LLM) providers on the Now Platform. You
can reduce complexity and enhance the user experience in your organization by generating
and summarizing content, analyzing user sentiment, and writing unique prompts. Generative
AI Controller was enhanced and updated in the Yokohama release.

Generative AI Controller highlights for the Yokohama release

Protect your users by configuring settings for anonymization of personally identifiable
information (PII) with the Data Privacy application.

See Generative AI Controller for more information.

Important: Generative AI Controller is available in the ServiceNow Store. For details,

see the "Activation information" section of these release notes.

Important information for upgrading Generative AI Controller to Yokohama

Generative AI Controller is installed and updated when you install or update any Now Assist
application. If you have issues installing or updating applications, see this knowledge article
for steps that may address your issue. Otherwise, you can make a Support case.

Changed in this release

Configure Data Privacy and Data Discovery to protect the personally identifying
information (PII) of your users.
Generative AI Controller has changed to use the Data Privacy application
instead of the Sensitive Data Handler to help anonymize PII. The process for
choosing what gets anonymized and how has shifted to different tables and
forms that your administrator must configure for your organization.

Deprecations
The dependency on Sensitive Data Handler has been removed. Regular expressions that are
configured with Sensitive Data Handler are applied to the Data Privacy application with a fix
script when you upgrade to Yokohama.

Activation information
Generative AI Controller is a Now Platform feature that is available with activation of a Now
Assist application. For details, see Installing Generative AI Controller and Install Now Assist
plugins .

Related ServiceNow applications and features

Agent Chat

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 ®
The ServiceNow Agent Chat provides various features that agents and
requesters can use to streamline the agent and end-user chat experience.
Agent Chat also provides features that managers can use to monitor and assist
agents.
AI Search
®
The ServiceNow AI Search application provides a consumer-grade search
®
engine for Service Portal, Now Mobile , and Virtual Agent. Intelligent query
features help you quickly find the answers that you need.
Customer Service Management
®
The ServiceNow Customer Service Management (CSM) application enables
you to provide the service and support that your external customers need. For
example, your customers can communicate and get the help through the web,
email, chat, telephone, and social media.
Dynamic Translation
®
The ServiceNow Dynamic Translation application enables you to dynamically
translate text entered in an application or in a chat window for a seamless
localization experience.
Field Service Management
®
The ServiceNow Field Service Management application enables you to
manage work orders and related tasks, resources, skills, assets, and locations.
Use this application to dispatch work order tasks and agents to the customer
location for performing any kind of field work, such as install, repair, or maintain
equipment.
Generative AI Controller
®
The ServiceNow Generative AI Controller lets you integrate third-party large
language models (LLMs) with your workflows.
HR Service Delivery
®
The ServiceNow HR Service Delivery application gives your employees the
service experience that they deserve. By providing employees with a single
place to manage their work needs while shielding them from back-end
complexity, you can deliver a great experience to meet the demands of a
current-day workforce.
Knowledge Management
®
The ServiceNow Knowledge Management (KM) application enables the
sharing of information in the Knowledge Base. A Knowledge Base contains
articles that provide users with information such as self-help, troubleshooting, and
task resolution.
ITOM Health
® ®
The ServiceNow ITOM Health product includes the ServiceNow Event
®
Management and ServiceNow Metric Intelligence applications, which help you
track and maintain the health of services in your organization.
IT Service Management
®
The ServiceNow IT Service Management (ITSM) solution provides scalable
workflows to manage and deliver IT services to your users all through a single
cloud-based platform. The ITSM solution can help increase your agents'
productivity, resolve issues quickly, and improve user satisfaction.
Security Operations

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 The Now Assist for Security Operations application permits security analysts to
resolve security incidents faster with generative AI skills. Analysts and managers
can condense long activity streams on security incidents into concise, easy-
to-read summaries and automatically generate closure notes. Now Assist for
Security Operations is a new application in the Xanadu release.
Workflow Studio
®
ServiceNow Workflow Studio enables you to integrate workflow authoring,
configuring, and monitoring into a single page experience.
Workspace UI
®
ServiceNow Workspace is a graphical user interface that puts multiple tools
on one page, including the tools that agents use to find, research, and resolve
issues.

Now Assist release notes

®
The ServiceNow Now Assist experience brings generative AI to your organization. You can
improve productivity and efficiency by delivering better self-service, recommending actions,
delivering answers, and providing your users with AI Search. Now Assist was enhanced and
updated in the Yokohama release.

Now Assist highlights for the Yokohama release

• Customize ServiceNow skills with new prompts or providers in Now Assist Skill Kit to suit your
specific business needs.
• Give users the option to use voice to interact with the Now Assist panel by enabling the
Voice Input setting.
• Experience the new Conversational Q&A option in the Now Assist panel to achieve
enhanced and accurate query resolution.
• Generate a record summary, share or copy the summary, and provide feedback by using
the Summarize option in the Now Assist context menu.
• Customize and choose between the casual, formal, or sympathetic tone by using the Now
Assist context menu.

See Now Assist for more information.

For more Platform Now Assist feature release notes, see the following topics:
• AI Search release notes
• Document Intelligence release notes
• Now Assist Skill Kit release notes
•

Important: After purchasing a generative AI product, you can install it from

ServiceNow Store. For details, see the "Activation information" section of these release
notes.

Important information for upgrading Now Assist to Yokohama

If you customized UI actions or other items that are associated with Now Assist skills, ensure
that your customized code is updated with the new skill releases. Otherwise, certain functions
may not work as expected.

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 If you run into issues when you're upgrading a Now Assist product, see KB1637452: Issues and
mitigation for Now Assist (Generative AI) Applications and Plugin updates . You may need to
log in to view the article.

New in the Yokohama release

Customize ServiceNow skills in Now Assist Skill Kit to tailor skills to meet your specific
business requirements.
Clone the skills provided by ServiceNow in Now Assist applications by using the
Now Assist Skill Kit so that you can edit the prompt or change the AI service
provider. By editing the prompt, you can choose the additional inputs to be
considered by the large language model (LLM) and arrange the formatting and
content of the LLM response. After the skill is edited, you can activate the edited
skill in the Now Assist Admin console to enable it.
Enable voice input for Now Assist panel.
Enable the Voice Input setting for the Now Assist panel in the Now Assist Admin
console. This setting gives users a voice-to-text input option to access the skills in
the Now Assist panel in any supported language. After it is enabled, the option is
available in individual user accessibility preferences.
Set your data overflow processing preferences to control your data
Set your data overflow processing preferences to control your data. By default,
all Now Assist network traffic is managed within ServiceNow datacenters, but
during periods of high traffic, the traffic is bursted to Microsoft Azure datacenters.
You can choose whether you want to opt out of cloud bursting from the Now
Assist Admin console data overflow processing settings.
Use multi-turn Q&A in the Now Assist panel
Ask questions and get relevant answers directly in the Now Assist panel. The
system remembers your previous questions for easy follow-ups and pulls answers
from multiple sources to give the best results. You can select the source name in
the response to access the full knowledge article for more details.
Use dashboard and visualization export in the Now Assist panel
Export Platform Analytics dashboards and data visualizations through
conversations. You can select from several output formats, and download or
email the files.
Summarize with Now Assist context menu
Generate summaries by using the Now Assist context menu for Core UI and
Workspace. You can also expand or collapse the summary card, regenerate
summary, copy and share the summary, or provide feedback.
Email recommendations by Now Assist context menu
Select and choose the tone of your content with the change tone feature. You
can select from the casual, formal, or sympathetic tone.

UI changes

Now Assist data sharing opt-out moved to Data sharing and processing tab.
The opt-out button in the data sharing card from the Now Assist Admin Account
page has moved to the Settings page on the Data sharing and processing tab.
Now Assist context menu

The new Now Assist context menu icon ( ) was updated with an enhanced
animation.
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 Changed in this release

Email recommendation
The Seismic email client is enabled by default on Core UI with the activation
of Email recommendation . This client provides the Generative AI application
features for creating email responses, draft management, and template
management.
Now Assist panel response
With the carousel experience removed, the Now Assist panel now generates a
synthesized response for any user inquiry. This response includes content from
knowledge articles, flows & actions, skills, and links to those articles, instead of just
Now Assist panel skills.

Activation information
Now Assist features are available with activation of any Now Assist plugin from ServiceNow
Store. The following plugins are available:
• Now Assist for Accounts Payable Operations (APO)
• Now Assist for Configuration Management Database (CMDB)
• Now Assist for Creator
• Now Assist for Customer Service Management (CSM)
• Now Assist for Enterprise Architecture (EA)
• Now Assist for Field Service Management (FSM)
• Now Assist for Financial Services Operations (FSO)
• Now Assist for Health and Safety
• Now Assist for HR Service Delivery (HRSD)
• Now Assist for Integrated Risk Management (IRM)
• Now Assist for IT Operations Management (ITOM)
• Now Assist for IT Service Management (ITSM)
• Now Assist for Legal Service Delivery (LSD)
• Now Assist for Public Sector Digital Services (PSDS)
• Now Assist for Security Incident Response
• Now Assist for Service Graph Connectors (SGC)
• Now Assist for Software Asset Management (SAM)
• Now Assist for Supplier Lifecycle Operations (SLO)
• Now Assist for Sourcing and Procurement Operations (SPO)
• Now Assist for Strategic Portfolio Management (SPM)
• Now Assist for Telecommunications, Media and Technology (TMT)
• Now Assist for Workplace Service Delivery (WSD)

Additional requirements
The Next Experience UI Framework must be enabled before you can use the Now Assist
panel.

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 Browser requirements
Now Assist supports various browsers, including Google Chrome and Microsoft Edge. Now
Assist isn’t supported in Microsoft Internet Explorer.

Accessibility information
Voice Input for Now Assist
Administrators can enable an optional voice input setting for the Now Assist
panel in the Now Assist Admin console. This feature gives users a voice-to-
text input option to access the Now Assist skills in the panel in any supported
language. For more information, see Enable voice input for Now Assist panel .

Once enabled, the Enable voice input for the Now Assist panel option will
be available in individual user accessibility preferences. See Configure Next
Experience accessibility preferences for more information.

Voice-to-text input can help users with mobility impairments access generative
AI skills without using a keyboard. This feature can also be useful to blind or low-
vision users, neurodivergent users, non-native language speakers, or mobile users
on the go, such as field service agents.

Localization information
Now Assist supports Dynamic Translation for Yokohama.

Related ServiceNow applications and features

Agent Chat
®
ServiceNow Agent Chat provides various features that agents and requesters
can use to streamline the agent and end-user chat experience. Agent Chat also
provides features that managers can use to monitor and assist agents.
AI Search
®
The ServiceNow AI Search application provides a consumer-grade search
engine for Service Portal, Now Mobile, and Virtual Agent. Intelligent query
features help you quickly find the answers you need.
Document Intelligence
®
The ServiceNow Document Intelligence (DocIntel) application is an artificial
intelligence (AI) solution that enables any organization to automate and
accelerate the process of extracting data from documents. That data can easily
be integrated into larger automation workflows to save time and resources.
Dynamic Translation
®
The ServiceNow Dynamic Translation application enables you to dynamically
translate text entered in an application or in a chat window for a seamless
localization experience.
Generative AI Controller
®
The ServiceNow Generative AI Controller lets you integrate third-party large
language models (LLMs) with your workflows.
Knowledge Management
®
The ServiceNow Knowledge Management application enables the sharing
of information in knowledge bases. These knowledge bases contain articles

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 that provide users with information such as self-help, troubleshooting, and task
resolution.
Workspace UI
®
ServiceNow Workspace is a graphical user interface that puts multiple tools
on one page, including the tools that agents use to find, research, and resolve
issues.

Now Assist Skill Kit release notes

®
The ServiceNow Now Assist Skill Kit application enables AI developers to create custom skills
and to have greater flexibility with Now Assist's generative AI capabilities. Now Assist Skill Kit
was enhanced and updated in the Yokohama release.

Now Assist Skill Kit highlights for the Yokohama release

• Users can create synthetic data in Now Assist Data Kit.

• Generated synthetic data can be saved as a dataset.
• Add and manage tools of a custom skill, visually in the new Tools editor, including
conditional execution of tools.
• Customize ServiceNow skills with new prompts or providers in Now Assist Skill Kit to suit your
specific business needs.

See Now Assist Skill Kit for more information.

Important: Now Assist Skill Kit is available in the ServiceNow Store. For details, see the
"Activation information" section of these release notes.

Important information for upgrading Now Assist Skill Kit to Yokohama

If you customized UI actions or other items that are associated with Now Assist skills, ensure
that your customized code is updated with the new skill releases. Otherwise, certain functions
may not work as expected.

If you run into issues when you're upgrading a Now Assist product, see KB1637452: Issues and
mitigation for Now Assist (Generative AI) Applications and Plugin updates . You may need to
log in to view the article.

New in the Yokohama release

Customize ServiceNow skills in Now Assist Skill Kit to tailor skills to meet your specific
business requirements.
Eligible skills provided in ServiceNow Now Assist applications can be cloned
in Now Assist Skill Kit so that you can edit the prompt or change the AI service
provider. Editing the prompt enables you to arrange the formatting and content
of the large language model (LLM) response. After the skill is edited, activate the
edited skill in the Now Assist Admin console to enable it.
Add and manage tools visually in the new Tools editor, including decision branching, to
execute different tools for your skill.
Adding decision branches between tools enables you to define the conditions
that must be met for a tool to run. If no conditions are met, the default branch's
step is executed.

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 UI changes

Now Assist Skill Kit add tools function moved to Tool editor tab.
The ability to add and edit tools for Now Assist Skill Kit previously appeared on the
Prompt editor tab. It now appears on the Tool editor tab.

Activation information
Now Assist features are available with activation of any Now Assist plugin from the
ServiceNow Store. The following plugins are available:
• Now Assist for Accounts Payable Operations (APO)
• Now Assist for Configuration Management Database (CMDB)
• Now Assist for Creator
• Now Assist for Customer Service Management (CSM)
• Now Assist for Enterprise Architecture (EA)
• Now Assist for Field Service Management (FSM)
• Now Assist for Financial Services Operations (FSO)
• Now Assist for Health and Safety
• Now Assist for HR Service Delivery (HRSD)
• Now Assist for Integrated Risk Management (IRM)
• Now Assist for IT Operations Management (ITOM)
• Now Assist for IT Service Management (ITSM)
• Now Assist for Legal Service Delivery (LSD)
• Now Assist for Public Sector Digital Services (PSDS)
• Now Assist for Security Incident Response
• Now Assist for Service Graph Connectors (SGC)
• Now Assist for Software Asset Management (SAM)
• Now Assist for Supplier Lifecycle Operations (SLO)
• Now Assist for Sourcing and Procurement Operations (SPO)
• Now Assist for Strategic Portfolio Management (SPM)
• Now Assist for Telecommunications, Media and Technology (TMT)
• Now Assist for Workplace Service Delivery (WSD)

Additional requirements
The Next Experience UI Framework must be enabled to use the Now Assist panel.

Browser requirements
Now Assist supports various browsers, including Google Chrome and Microsoft Edge. Now
Assist isn’t supported in Microsoft Internet Explorer.

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 Accessibility information
Admins can enable an optional Voice Input setting for the Now Assist panel that enables
users to interact with the panel using their voice or in voice assist mode.

Localization information
Now Assist supports Dynamic Translation for Yokohama.

Now Assist in Document Intelligence release notes

®
The ServiceNow Now Assist in Document Intelligence application uses generative AI to
extract information from documents and provide answers to predefined questions. Now Assist
in Document Intelligence was enhanced and updated in the Yokohama release.

Now Assist in Document Intelligence highlights for the Yokohama release

• Speed up your document processing workflows and quickly extract the text and tables
from your documents by using Now Assist.
• Save time looking for the information that you need in a document and quickly find the
answers to predefined questions by using Now Assist.

See Now Assist in Document Intelligence for more information.

Important: Now Assist in Document Intelligence is available in ServiceNow Store. For

details, see the "Activation information" section of these release notes.

New in the Now Assist in Document Intelligence release

Document extraction
Extract data from documents by using large language models (LLMs) to provide
recommended field values.
Document Q&A
Use generative AI to find the answers to predefined questions in a document.
Setting up use cases for Now Assist in Document Intelligence
Set up Document Intelligence use cases to enable agents to use the document
extraction and document Q&A skills.

Activation information
Now Assist features are available with activation of any Now Assist plugin from ServiceNow
Store. The following plugins are available:
• Now Assist for Accounts Payable Operations (APO)
• Now Assist for Configuration Management Database (CMDB)
• Now Assist for Creator
• Now Assist for Customer Service Management (CSM)
• Now Assist for Enterprise Architecture (EA)
• Now Assist for Field Service Management (FSM)
• Now Assist for Financial Services Operations (FSO)
• Now Assist for Health and Safety

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 • Now Assist for HR Service Delivery (HRSD)
• Now Assist for Integrated Risk Management (IRM)
• Now Assist for IT Operations Management (ITOM)
• Now Assist for IT Service Management (ITSM)
• Now Assist for Legal Service Delivery (LSD)
• Now Assist for Public Sector Digital Services (PSDS)
• Now Assist for Security Incident Response
• Now Assist for Service Graph Connectors (SGC)
• Now Assist for Software Asset Management (SAM)
• Now Assist for Supplier Lifecycle Operations (SLO)
• Now Assist for Sourcing and Procurement Operations (SPO)
• Now Assist for Strategic Portfolio Management (SPM)
• Now Assist for Telecommunications, Media and Technology (TMT)
• Now Assist for Workplace Service Delivery (WSD)

For more information, see Configuring Now Assist in Document Intelligence .

Additional requirements
Now Assist in Document Intelligence requires the Document Intelligence application
(sn_docintel) and a license for at least one Now Assist product.

Related ServiceNow applications and features

Document Intelligence
Use Document Intelligence to streamline the extraction and classification of
data from a variety of documents. Document Intelligence is designed to work
with existing automated systems, making operations more efficient and saving
effort.
Now Assist
Improve the productivity and efficiency in your organization, deliver better
self-service, recommend actions, provide answers, and empower your users to
search more effectively.
Now Assist Skill Kit
Use the generative AI skills in Now Assist products to meet the needs of
users in different workflows, including case or incident summarization, chat
summarization, resolution notes generation, and code generation.
Now Assist in Contract Management
Use Now Assist in Contract Management to analyze contracts for non-
standard and missing clauses, and extract information from signed contracts to
automatically add in the contract repository.

Predictive Intelligence release notes

®
The ServiceNow Predictive Intelligence application enables you to create and train
machine learning models to help improve performance, efficiency, and flexibility to your
systems. Predictive Intelligence was enhanced and updated in the Yokohama release.

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 Predictive Intelligence highlights for the Yokohama release

• Learn which classes contribute the most to your model's predictions by adding Model
Explainability to Workflow Classification solutions.
• ITSM Predictive Intelligence Workbench is deprecated in the Yokohama release.

See Predictive Intelligence for more information.

New in the Yokohama release

Model Explainability
Learn which classes contribute most to your model's predictions by optionally
adding Model Explainability to Workflow Classification solutions. Model
Explainability provides a new tab labeled Feature Importance where you can
run an analysis of each class's contribution to the overall prediction.

Deprecations
With the Yokohama release, ITSM Predictive Intelligence Workbench is deprecated and
no longer supported. To obtain the latest experience for this functionality, install the Task
Intelligence for ITSM application (com.snc.itsm_ml_task). For more information, see ITSM
Predictive Intelligence Workbench release notes.

Activation information
Predictive Intelligence is a Now Platform feature that is available with activation of the
Predictive Intelligence plugin (com.glide.platform_ml). For details, see Install Predictive
Intelligence .

Related ServiceNow applications and features

Document Intelligence
Document Intelligence is an artificial intelligence solution that enables any
organization to automate and accelerate the process of extracting data from
documents.
Task Intelligence
Task Intelligence uses machine learning to train solutions with your data and
achieve important outcomes.

IT Asset Management release notes

IT Asset Management has new and updated features in the Yokohama release

Enterprise Asset Management release notes

®
The ServiceNow Enterprise Asset Management application manages the entire life cycle
of your enterprise's connected and non-connected assets, which enables you to maintain
and maximize the life of your assets while minimizing any costly downtimes. Enterprise Asset
Management was enhanced and updated in the Yokohama release.

Enterprise Asset Management highlights for the Yokohama release

• Streamline firmware management with the new Firmware model class.

• Get normalization coverage for firmware that is embedded into your industrial and IT
hardware-based Operational Technology (OT) assets.
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 • Achieve synchronization between physical assets and configuration items (CIs) for
Operational Technology (OT) assets through MAC addresses.
• Streamline OT Asset Management (OTAM) licensing to include hardware resource
categories for OT hardware assets to access OT Asset Management features and
workflows.
• Get support for hardware models and OT hardware assets in the OT Asset Management
workspace.
• Benefit from accessibility improvements to create a configurable workspace that supports
Web Content Accessibility Guidelines (WCAG) 2.1 Level AA conformance.

See Enterprise Asset Management for more information.

Important: Enterprise Asset Management, Enterprise Asset Management for

Healthcare, Operational Technology (OT) Asset Management, and Expanded Model
and Asset Classes are available in ServiceNow Store. For details, see the "Activation
information" section of these release notes.

New in the Yokohama release

Gain normalization coverage for firmware in your Operational Technology (OT) assets
Achieve enhanced normalization across your OT deployments by normalizing
the firmware that is embedded into your OT assets. Use the normalized data to
track and manage the life cycles of your firmware separately from your OT assets
so that you can directly detect and mitigate firmware vulnerabilities. You can
view the firmware model details in the OT model management view of the OT
Asset Workspace.

Note: Firmware normalization is applicable only to OT Asset Management.

Manage hardware models and assets in the Operational Technology (OT) Asset
Management application
Enable your OT managers to create hardware models and assets in the OT
Workspace. You can integrate hardware models and OT assets into such
Enterprise Asset Management flows as asset request, asset refresh, stock order,
multi-asset onboarding, Return Merchandise Authorization (RMA), repair, and
disposal. You can also generate maintenance plans and work orders for your OT
hardware assets.
Synchronize asset and CIs for Operational Technology (OT) assets

Synchronize the MAC addresses between the asset and network adapter CI for
OT assets.
License your OT hardware assets using the new resource categories available in OTAM
licensing
Access OT Asset Management features and workflows for OT hardware assets
through the following hardware resource categories:
• OT Servers
• OT Network Gear
• OT Storage
• OT End User Computers
• OT Mobile Devices

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 • OT Monitors
• OT Printers
• OT Unclassified Hardware

The hardware resource categories are opted in by default. The OT hardware

assets are counted only under OTAM licensing. They are excluded from the HAM
licensing that is based on the OT entity flag.

Note: The OTAM licensing changes apply only to OT Asset Management.

UI changes

MAC address field on the asset form

The asset form shows the MAC address field for the following asset classes:
• Construction
• Facility
• Industrial
• Medical
• Retail
• Tactical equipment
• Transportation
• Wearable
• Hardware

Note: The MAC address field is shown on the asset form in Enterprise Asset
Workspace and OT Asset Workspace.

Child assets activity and MAC address field in the asset onboarding playbook
The child assets activity was added to the asset onboarding playbook for
preassembled industrial assets. The Asset details activity in the playbook shows
the MAC address field.

Note: These UI changes apply to Enterprise Asset Workspace and OT Asset

Workspace.

MAC address field in multi-asset onboarding

The MAC address field was added to the Add assets dialog box in multi-asset
onboarding through catalog requests and onboarding orders. The Asset details
activity in the Multi-asset onboarding playbook shows the MAC address that you
provided.

Note: This UI change applies to Enterprise Asset Workspace and OT Asset

Workspace.

MAC address field in an Advanced Shipment Notification

The MAC address field was added to the Download template for an Advanced
Shipment Notification. After a successful import, the MAC address that you
provided in the template is added to the Asset [alm_asset] table. The MAC
address field is also shown on the asset form for all assets except consumables
and pallets.
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 Note: This UI change applies to Enterprise Asset Workspace and OT Asset
Workspace.

MAC address field in Bulk import

The MAC address field was added to the Download template for the following
Bulk import modes:
• Create assets
• Update assets
• Create models and assets

After a successful import, the MAC address that you provided in the template is
added to the Asset [alm_asset] table. The MAC address field is also shown on the
asset form for all assets except consumables and pallets.

Note: This UI change applies to Enterprise Asset Workspace and OT Asset

Workspace.

MAC address field in Receive Purchase Order

The Capture asset tags dialog box in the Receive Purchase Order shows the
MAC address field in addition to the Serial number and Asset tag.

Note: This UI change applies to Enterprise Asset Workspace and OT Asset

Workspace.

OT entity flag
The asset form shows that the OT entity flag set to true for hardware and
industrial assets that were created in the OT Asset Workspace.

Changed in this release

Refresh flow in OT workspace

For single and multi-model refresh orders, the OT manager can edit the
replacement model even after the refresh order has been created in the OTAM
workspace. Additionally, the sourcing location is also editable.
Reflow for Configurable Workspace
The configurable Enterprise Asset Workspace supports reflow, which enables
pages and content to be zoomed up to 400% through your browser settings
without loss of content or functionality.

Activation information
Install the following applications by requesting them from ServiceNow Store:
• Enterprise Asset Management
• Enterprise Asset Management for Healthcare
• OT Asset Management
• Expanded Model and Asset Classes

Visit the ServiceNow Store website to view all the available apps and for information about
submitting requests to the store. For cumulative release notes information for all released
apps, see the ServiceNow Store version history release notes .

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 Accessibility information
Accessibility improvements
Accessibility improvements were completed to create a configurable
workspace that supports WCAG 2.1 Level AA conformance.
Reflow
The configurable workspace supports reflow, which enables pages and content
to be zoomed up to 400% through your browser settings without loss of content
or functionality. Additionally, content can be enlarged without scrolling in
two dimensions at a width equivalent to 320 CSS pixels or a height equivalent
to 256 CSS pixels. Page layouts are transformed into a vertical, stacked view
automatically when users increase browser zoom to 400%. This enhancement
helps users with low vision or who have trouble seeing web content in a browser
due to monitor size, device type, poor lighting, or other situations. Reflow can
be turned off with a system property for instances, experiences, and pages. See
Reflow for Configurable Workspace for details.

Related ServiceNow applications and features

Field Service Management

®
The ServiceNow Field Service Management application enables your
organization to manage location-based work more efficiently and safely.
Contract Management
®
The ServiceNow Contract Management application enables you to track and
manage your contracts.
Procurement
®
The ServiceNow Procurement application helps you create purchase orders
and obtain items for fulfilling service catalog requests.

Hardware Asset Management release notes

®
The ServiceNow Hardware Asset Management application provides advanced workflow,
automation, and mobile capabilities to track and manage your technology asset
environment. Hardware Asset Management was enhanced and updated in the Yokohama
release.

Hardware Asset Management highlights for the Yokohama release

• Achieve asset data accuracy, improve asset utilization, and reduce risk through Asset
Attestation.
• Streamline Hardware Asset Management (HAM) licensing for only non-OT hardware assets
to access Hardware Asset Management features and workflows.
• Benefit from accessibility improvements to create a configurable workspace that supports
Web Content Accessibility Guidelines (WCAG) 2.1 Level AA conformance.

See Hardware Asset Management for more information.

Important: Hardware Asset Management is available in the ServiceNow Store. For

details, see the "Activation information" section of these release notes.

New in the Yokohama release

Maintain accurate asset details by creating Asset Attestations

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 Validate whether assets are in use and confirm asset assignment by performing
audits through Asset Attestation to verify through confirmation by employees
whether they are still using assigned serialized hardware assets.
Hardware Model Normalization for Operational Technology (OT) assets
When the OT Asset Management application is installed, standardize your
hardware and consumable models with a minimum of one OT asset in addition
to the model categories that belong to the opted-in HAM resource categories
through the Hardware Model Normalization process. The OT entity flag on the
asset indicates whether it's an OT asset.

UI changes

My Assets menu and Assets tab on the Employee Center portal

The My Assets menu appears on the global header navigation bar of the
Employee Center home page. This menu provides employees with quick access
to the details of assets assigned to them.

The Employee profile widget now includes an Assets tab, which shows the details
of the assets assigned to the employee.

Changed in this release

Reflow for Configurable Workspace

The configurable Hardware Asset Workspace supports reflow, which enables
pages and content to be zoomed up to 400% through your browser settings
without loss of content or functionality.

Deprecations
The MAC address [mac_address] field in the Hardware [alm_hardware] table is deprecated.
The data in this field is available in the new MAC address (mac_addr) field in the Asset
[alm_asset] table.

Activation information
Install Hardware Asset Management by requesting it from the ServiceNow Store. Visit
the ServiceNow Store website to view all the available apps and for information about
submitting requests to the store. For cumulative release notes information for all released
apps, see the ServiceNow Store version history release notes .

Accessibility information
Accessibility improvements
Accessibility improvements were completed to create a configurable
workspace that supports WCAG 2.1 Level AA conformance.
Reflow
The configurable workspace supports reflow, which enables pages and content
to be zoomed up to 400% through your browser settings without loss of content
or functionality. Additionally, content can be enlarged without scrolling in
two dimensions at a width equivalent to 320 CSS pixels or a height equivalent
to 256 CSS pixels. Page layouts are transformed into a vertical, stacked view
automatically when users increase browser zoom to 400%. This enhancement
helps users with low vision or who have trouble seeing web content in a browser
due to monitor size, device type, poor lighting, or other situations. Reflow can
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 be turned off with a system property for instances, experiences, and pages. See
Reflow for Configurable Workspace for details.

Related ServiceNow applications and features

Software Asset Management

The Software Asset Management application enables you to track, evaluate,
and manage the software licenses, software compliance, and software
optimization. You can reclaim unused software rights, purchase new software
rights, and manage allocations for entitlements.
Enterprise Asset Management
The Enterprise Asset Management application enables you to manage the
entire life cycle of your connected and non-connected enterprise assets. It
provides a comprehensive end-to-end solution for maintaining enterprise assets,
minimizing costly downtime, and maximizing enterprise asset usability.
Contract Management
The Contract Management application enables you to track and manage your
contracts.
Procurement
The Procurement application helps you to create purchase orders and to obtain
items for fulfilling service catalog requests.

Software Asset Management release notes

®
The ServiceNow Software Asset Management application systematically tracks, evaluates,
and manages the cost, utilization, compliance, and optimization for software and SaaS
applications. The Software Asset Management application was enhanced and updated in
the Yokohama release.

Software Asset Management highlights for the Yokohama release

• Leverage generative AI by using the Now Assist for Software Asset Management (SAM)
application to create publisher summaries on software deployment, license compliance,
configuration health, and optimization.
• Manage the licenses for your Oracle Databases and WebLogic deployments on the
Nutanix virtualization technology.
• Integrate SAP Ariba and SAP S/4HANA Cloud with the Software Asset Management
application to monitor and track software usage and subscriptions effectively.
• Simplify the onboarding of your Software Asset Management (SAM) application by
following the prescriptive guidance provided in the SAM Guided Setup and Microsoft 365
Guided Setup.
• Track and optimize your IBM Cloud Pak licenses by using the Software Asset Management
application.
• Benefit from accessibility improvements to create a configurable workspace that supports
Web Content Accessibility Guidelines (WCAG) 2.1 Level AA conformance.

See Software Asset Management for more information.

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 Important: SaaS License Management, Data Collection for Oracle Global Licensing
and Advisory Services, IBM License Compliance for Software Asset Management, ITAM
Health Check, and Software Asset Management Guided Experiences are available in
ServiceNow Store. For details, see the "Activation information" section of these release
notes.

Important information for upgrading Software Asset Management to Yokohama

Starting from the Yokohama release, all the reconciliation script includes are being
moved from the family release to the Software Asset Management store application
(com.sn_itam_samp). When upgrading to Yokohama, if you have made customizations to
reconciliation script includes, you must move your customizations to the new script includes.
The old script includes will be deprecated.

New in the Yokohama release

Gain insights into your publisher license compliance by using Now Assist for Software
Asset Management
Use generative AI to gain a comprehensive summary of publisher license
compliance. The detailed publisher summaries enable you to understand the
publisher license compliance details.
Manage Microsoft 365 license compliance and optimization through Microsoft 365
Guided Setup
Get a prescriptive guidance for the tasks that you must perform in the Software
Asset Management application, Microsoft 365 admin center, and other
applications to configure Microsoft 365. This Guided Setup organizes the
configuration activities into various categories so that you can see the list of tasks
that need to be performed.
Optimize Microsoft 365 subscriptions
Optimize how to manage Microsoft 365 licensing with these enhancements:
• Auto removal of licenses from the Microsoft 365 admin center by detecting
low usage and overlapping subscriptions.
• Expanded support for usage-based optimization such as Microsoft 365 E3
Teams and Microsoft 365 government plans.

Optimize Microsoft Dynamics 365 subscriptions

• Receive recommendations to save costs by removing low-usage subscriptions

for MRS applications.
• Receive guidance on cost-saving strategies while purchasing multiple base
subscription licenses for various Microsoft Dynamics 365 applications. Using a
combination of base and attach licenses can provide a more cost-effective
solution.

Simplify the activation process for SaaS License Management

Simplify your activation process by optimizing your SaaS subscriptions. You can
activate just the SaaS applications that you want to manage.
SaaS security permissions
While integrating your SaaS applications, you can now grant the minimum
permissions required to enable key use cases, such as downloading
subscriptions, calculating activity, and reclaiming subscriptions.

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 Optimize subscriptions for SAP Ariba
Gain visibility to the subscriptions and reclaim stale licenses by integrating your
ServiceNow instance with the SAP Ariba application.
Configure and map users from SaaS portals to Now Platform with ease
Determine your licensed users by mapping user subscriptions from SaaS
applications to users in Now Platform.
Optimize CrowdStrike subscriptions
Software Asset Management now includes support for CrowdStrike products
with license metrics such as Sensor Subscription and Reserved Hourly Average
Sensor. The introduction of a new license metric group, CrowdStrike, improves
data coverage and reconciliation. By managing the entitlements for various
CrowdStrike products, including CrowdStrike Falcon Endpoint Protection,
CrowdStrike Falcon Discover, and others, you can get better tracking and
compliance.
Manage onboarding of products to support the Software Asset Management (SAM)
application through SAM Guided setup
Get step-by-step guidance on the activities that you must perform to onboard
SaaS and on-premises products. The guided setup helps you to create or
associate success goals, configure product integrations, create software
entitlements, or run reconciliation to get the most out of the Software Asset
Management application.
Manage license compliance for Oracle Database and WebLogic Server deployed on
Solaris Logical Domain (LDOM)
Support Oracle Database and WebLogic Server licensing for Per Processor
and Named User Plus (NUP) license metrics that are deployed on the hard-
partitioned Solaris LDOM infrastructure, also known as Oracle VM Server for
SPARC.
Manage compliance for SAP S/4HANA Cloud Public Edition
Gain visibility to software usage information and subscriptions by integrating your
Software Asset Management application with the SAP S/4HANA Cloud Public
Edition. This integration supports the Full User Equivalent (FUE) license metric that
is used to grant licenses for SAP cloud applications.
Determine license compliance for Oracle products deployed on Nutanix virtualization
technology
License Oracle Database Server, Options, and WebLogic Server with
deployments on the Nutanix virtualization technology.
Support for revenue-based license metrics for SAP engines
Gain the ability to maintain licenses for higher value, revenue-based SAP engine
products.
Leverage machine learning normalization for software recognition in protected
government environments
Extend machine learning normalization capabilities to Government Community
Cloud (GCC) and National Security Cloud (NSC) environments.
Leverage machine learning spend detection in protected government environments
Extend Software Spend Detection capabilities to Government Community Cloud
(GCC) and National Security Cloud (NSC) environments.
Optimize licensing for IBM Cloud Paks

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 Use the IBM License Compliance for Software Asset Management application to
track and manage licenses for your IBM Cloud Paks.
Expand end of life (EOL) reporting by creating parent-child relationships between
software products
View, define, or update the parent-child relationships between your software
products. Use these relationships to enable your child products to inherit life-
cycle dates from their associated parent products.
View the Export Classification Control Numbers (ECCNs) for your software products
View the ECCNs that are mapped to your software products. Use this information
to identify the products that are subject to U.S. export control regulations so that
you can maintain export compliance across your products.
Create and manage entitlements for your Microsoft 365 From SA and Add-on user
subscription licenses (USLs)
Create entitlements to track and manage the From SA and Add-on licensing
terms for your Microsoft 365 subscriptions. Specify the details of each license,
including the license type, license cost, and number of purchased rights. Use this
information to determine your license compliance so that you can optimize your
licensing costs.
Improve your compliance position with insights on how your software installations get
licensed
Evaluate the installation to license consumption percentages and devise
strategies for improving your license usage. Track your installation to license
journey by connecting software installations to the licenses consumed and
identifying the statuses such as licensed or unlicensed.
Gain an understanding of how licenses get calculated for your software assets
Learn how the Software Asset Management application calculates the number
of licenses that are required for your software assets with the factors that impact
this process.
Increase the coverage of product life cycles
Expand the life-cycle date calculations to include the custom general
availability (GA) dates. Additionally, support is also available for the End of
Extended Support phase and the End of Support and End of Life phases.

Changed in this release

Reflow for Configurable Workspace

The Software Asset configurable workspace supports reflow, which enables
pages and content to be zoomed up to 400% through your browser settings
without loss of content or functionality.
Publisher optimizations dashboard for Microsoft
The Publisher Optimizations dashboard for Microsoft has been updated to
support additional subscriptions.

Activation information
Software Asset Management is available with activation of the Activate all Software
Asset Management Professional plugins, including the Software Asset Workspace plugin
(com.sn_samp_master_ws). Activating this plugin automatically activates the Activate all
Software Asset Management Professional plugin (com.sn_samp_master) and the Software

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 Asset Workspace plugin (com.sn_sam_workspace). After the new plugin is activated, you
can't access the classic user interface.
®
In the Now Platform Yokohama release, there's limited support for the Software Asset
Management classic user interface. While it remains active in your instance, including when
®
you upgrade to a new Now Platform release, you can move to the new workspace for an
intuitive and personalized experience.

For releases prior to Utah, if you activated the older Software Asset Management Professional
plugin (com.sn_samp_master), the Software Asset Workspace is available with activation of
the Software Asset Workspace plugin (com.sn_sam_workspace). After the Workspace plugin
is activated, you can't revert to the classic user interface. For details about the plugins and
how to request them, see Request Software Asset Management .

To activate Next Experience, make sure that the glide.ui.polaris.experience system

property in your instance is set to true.

Install the following Software Asset Management applications by requesting them from
ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for
information about submitting requests to the store. For cumulative release notes information
for all released apps, see the ServiceNow Store version history release notes .
• Software Asset Management - SaaS License Management
• Data Collection for Oracle Global Licensing and Advisory Services
• IBM License Compliance for Software Asset Management
• ITAM Health Check
• Software Asset Management Guided Experiences

Accessibility information
Accessibility improvements
Accessibility improvements were completed to create a configurable
workspace that supports WCAG 2.1 Level AA conformance.
Reflow
The configurable workspace supports reflow, which enables pages and content
to be zoomed up to 400% through your browser settings without loss of content
or functionality. Additionally, content can be enlarged without scrolling in
two dimensions at a width equivalent to 320 CSS pixels or a height equivalent
to 256 CSS pixels. Page layouts are transformed into a vertical, stacked view
automatically when users increase browser zoom to 400%. This enhancement
helps users with low vision or who have trouble seeing web content in a browser
due to monitor size, device type, poor lighting, or other situations. Reflow can
be turned off with a system property for instances, experiences, and pages. See
Reflow for Configurable Workspace for details.

Related ServiceNow applications and features

Hardware Asset Management

®
The ServiceNow Hardware Asset Management application provides advanced
workflow, automation, and mobile capabilities to track and manage your asset
environment.
Enterprise Asset Management

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 ®
The ServiceNow Enterprise Asset Management application enables you to
manage the entire life cycle of your connected and non-connected enterprise
assets. It provides a comprehensive end-to-end solution for maintaining
enterprise assets, minimizing costly downtime, and maximizing enterprise asset
usability.
Cloud Cost Management
®
The ServiceNow Cloud Cost Management application enables you to analyze
all costs that are associated with your cloud assets. You can use this information
to optimize operations and reduce your cloud spend.
Contract Management
®
The ServiceNow Contract Management application enables you to track and
manage your contracts.
Procurement
®
The ServiceNow Procurement application helps you to create purchase orders
and to obtain items for fulfilling service catalog requests.

IT Operations Management release notes

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

ITOM Health release notes

®
The ServiceNow ITOM Health product helps you to keep track and maintain the health of
the services in your organization. ITOM Health was enhanced and updated in the Yokohama
release.

ITOM Health highlights for the Yokohama release

Health Log Analytics highlights:
• Pull data from Splunk consistently over time using the Splunk Polling data input, which sends
recurring queries (polls) to Splunk.
• Use your Splunk data input to ingest data from Splunk in a pre-processed, structured
format.
• Integrate with log data connectors from the Integrations Launchpad
• Use dedicated Cribl, Edge Delta and Vector Agent data inputs to streamline HLA data
ingestion with tools handling large log volumes.
• Generate a description of Health Log Analytics alerts using Now Assist.

Event Management highlights:

• Focus on critical connections and dependencies by reviewing Network Traffic-based alert

grouping, which uses discovered TCP connections together with ML Service Mapping
to correlate alerts on host CIs that have network traffic connections between them. This
approach reduces noise, enhances visibility, and accelerates response times.

Service Operations Workspace for ITOM

• Starting with version 26.3.1, benefit from the new alert grouping based on Network Traffic
correlation:
®
◦ Use Express List to investigate Network Traffic-based alert groups
◦ View connections between Network Traffic-based alerts in Link View.
◦ Starting with version 2.5.3, review alert group analysis by Now Assist

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 • Review relevant information in the Now Assist panel based on records selected in the
®
Express List .
• Enhance control over alert management by assigning the new team_operator role,
enabling team-level operators to create and manage new alert automations.
• Take advantage of the new Change alert values option in the Enrich automation section
to map current alert field values to new specified values.
• Track and optimize grouping efficiency by viewing key details such as total alerts, alert
groups, ungrouped alerts, and compression in Group Automation. Simulate other group
types, such as CMDB, ML, and text-based grouping.

See ITOM Health for more information.

Important: Agent Client Collector, Health Log Analytics, and Install ServiceNow
Operations Workspace (ITOM) are available in the ServiceNow Store. For details, see
the "Activation information" section of these release notes.

Important information for upgrading ITOM Health to Yokohama

Enhance your application service mapping by installing the App Service Extension app from
®
the ServiceNow Store. Visit the ServiceNow Store for information about submitting requests
to the store.

New in the Yokohama release

Pull data from Splunk regularly using the Splunk Polling data input
Fetch data consistently over time by using the Splunk Polling data input, which
sends recurring queries (polls) to Splunk. With most configurations handled on the
HLA side, you need minimal additional stakeholder involvement, enabling swift
integration with your existing Splunk setup. This enhancement accelerates proofs
of concept (POCs) and enables faster iterations using real data, making your
data workflows more efficient and productive.
Use your Splunk data input to ingest pre-processed data from Splunk
Ingest data from Splunk in a pre-processed, structured format using your existing
Splunk data input for streaming log messages to Health Log Analytics with a
heavy forwarder.
Create Group automation
View key details from the Test Automation section, including total alerts, alert
groups, ungrouped alerts, and compression, to help track and optimize alert
grouping efficiency. Simulate other group types, such as CMDB, ML, and text-
based grouping. The simulation processes only alerts that match the condition
filter.
Integrate with log data connectors from the Integrations Launchpad
Set up your log data connectors for HLA from the Event Management
Integrations Launchpad in Service Operations Workspace for ITOM. The
Integrations Launchpad provides a unified interface for convenient integration
with log data connectors that feed raw log data from external sources into your
instance. In this release, the Integrations Launchpad enables integration with the
following connectors: Elasticsearch, ServiceNow System Logs, UDP, and TCP.
View links between alerts in Network Traffic-based alert groups
Once Network Traffic correlation is enabled, investigate Network Traffic alert
®
group details and visualize connections through Link View in Express List .
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 UI changes

Enrich automation
The Compose action has been renamed Copy or compose fields.
Integrations Launchpad enhancements
The Related events tab has been renamed Events.

The Health state tab has been renamed Integration Stats.

The Alert compression rate section has been renamed Grouping ratio.

Respond automation
The Active toggle switch has been replaced with a check box.
ServiceNow System Logs data input
The Glide Syslog data input has been renamed ServiceNow System Logs data
input.

Changed in this release

Enrich automation
Introduced a new section And finally that contains two radio buttons that
replace the previous Continue running automations of this type toggle switch.
• Run other enrich alert automations continues running automations with the
same filter conditions.
• Don't run other enrich alert automations halts additional automations after
execution, except those owned by other assignment groups.

Investigate alerts using Now Assist

Investigate alerts using Now Assist, which now uses the Retrieval-Augmented
Generation (RAG) process to enhance alert investigation. This enhancement
enables the retrieval of highly relevant past incidents, providing accurate
context and actionable insights. Now Assist also notifies users of those involved
in past or present efforts to resolve similar issues, promoting collaboration and
reducing duplicated efforts.

Activation information

• ITOM Health is available with activation of the Event Management plugin

(com.glideapp.itom.snac). You must purchase a more comprehensive ITOM Health
package, ITOM Predictive AIOps, to enable working with Health Log Analytics. For details,
see Event Management setup .
• Install Service Operations Workspace (ITOM) by installing the AIOps Experience
[sn_sow_aiops] application from the ServiceNow Store. Visit the ServiceNow Store website
to view all the available apps and for information about submitting requests to the store.
For cumulative release notes information for all released apps, see the ServiceNow Store
version history release notes .
• Install Health Log Analytics by requesting it from the ServiceNow Store. Visit the ServiceNow
Store website to view all the available apps and for information about submitting requests
to the store. For cumulative release notes information for all released apps, see the
ServiceNow Store version history release notes .

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 Accessibility information
Support for reflow
The Service Dashboard and Log Viewer component was updated to support
reflow, which enables pages and content to be zoomed up to 400% through
your browser settings without loss of content or functionality. Additionally,
content can be enlarged without scrolling in two dimensions at a width
equivalent to 320 CSS pixels or a height equivalent to 256 CSS pixels.

This enhancement helps users with low vision or who have trouble seeing
web content in a browser due to monitor size, device type, poor lighting, or
other situations. Reflow can be turned off with a system property for instances,
experiences, and pages. See Reflow for Configurable Workspace for details.

Localization information
The current available languages for Health Log Analytics are US English, UK English, French,
German, Italian, Japanese, and Spanish. The default language is US English.

Related ServiceNow applications and features

ITOM Visibility
The ITOM Visibility product consists of Discovery , Service Mapping , Certificate
Inventory and Management, Service Graph Connectors, CMDB 360, and
Firewall Audits and Reporting . Discovery and Service Mapping provide a unified,
connected view of your entire IT network and the services that it supports.
ITOM Optimization
ITOM Optimization contains the Cloud Provisioning and Governance feature.
By using this feature, you can provision a private and public cloud infrastructure
and services to achieve consistent management and cost visibility.
Service Operations Workspace for ITSM
Service Operations Workspace ITSM and ITOM are integrated to streamline
incident and operations management. ITSM focuses on managing service
incidents, requests, and changes, while ITOM is responsible for operational tasks
like monitoring infrastructure, handling alerts, and maintaining system health.
Together, they provide a unified workspace that enables seamless collaboration
between service management and operations teams, improving efficiency in
resolving issues and maintaining service performance.

Agent Client Collector release notes

®
The ServiceNow Agent Client Collector application enables you to monitor the service
availability, performance, and infrastructure of your system. Agent Client Collector was
enhanced and updated in the Yokohama release.

Agent Client Collector highlights for the Yokohama release

• Agent Client Collector for Visibility: Starting in version 1.1.0, ACC for Visibility has been
renamed Agent Client Collector for Visibility - Content. CNO for Visibility has been
extracted from Agent Client Collector for Visibility - Content and is now a separate
application.
• Configure Agent Client Collector without a MID Server by using ITOM Cloud Services.

See Agent Client Collector for more information.

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 Important: Agent Client Collector is available in the ServiceNow Store. For details, see
the "Activation information" section of these release notes.

New in the Yokohama release

Scan your resource directories for file attributes

Starting in version 3.13.0, run a check to receive information on the directory file's
integrity, size, space, response time, and age.
Conserve MID Server resources by using the ITOM Cloud Service to install Agent Client
Collector
Starting in version 3.6.5, conserve MID Server resources for more persistent
features by using the ITOM Cloud Service to install Agent Client Collector. With
this installation, you don't need a MID Server in your system architecture.
Block event creation for non-existent entities
Starting in version 3.13.0, block the creation of events and alerts if the process
monitoring and log files don't exist in their indicated location.
Control how check results are sent
Starting in version 3.6.5, configure the circumstances when check results are sent.
Configure and receive notifications of agent key expiration
Starting in version 3.6.5, receive notifications that indicate when an agent
registration key is expiring.
Monitor network host availability
Starting in version 4.1.0, use a new check to verify network host availability.
Identify software running on Linux and Windows devices
Starting in version 4.1.0, identify the software that is running on your Linux and
Windows servers and devices by using file-based Discovery. File-based Discovery
enables you to maintain the records of your software licenses and helps you to
evaluate any threats from unwanted files.

Changed in this release

Explore metrics with Metric Explorer independent of Agent Client Collector Monitoring
Starting in version 4.1.0, view and monitor metric data with Metric Explorer, even
if you have not installed Agent Client Collector Monitoring.

Activation information
Agent Client Collector is available with activation of the Agent Client Collector Framework
plugin (sn_agent) and the Agent Client Collector Monitoring plugin (sn_itmon) in an instance
on which Event Management is installed.

Event Management release notes

®
The ServiceNow Event Management application helps you to identify health issues across
the datacenter on a single management console. Event Management provides alert
aggregation for discovered services, application services, and automated alert groups.
Event Management was enhanced and updated in the Yokohama release.

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 Event Management highlights for the Yokohama release

• Review Network Traffic-based alert grouping, which uses discovered TCP connections
together with ML Service Mapping to correlate alerts on host CIs that have network
traffic connections between them. This approach reduces noise, enhances visibility, and
accelerates response times by focusing on critical connections and dependencies.
• Starting with the February store release, benefit from the new alert grouping based on
Network Traffic correlation:
®
◦ Use Express List to investigate Network Traffic-based alert groups
◦ Review alert group analysis by Now Assist
◦ View connections between Network Traffic-based alerts in Link View.
• Empower your team with the new team_operator role, enabling team-level operators
to create and manage their own integrations, set up their own alert automations, and
enhancing control over alert management for their teams.
• Review relevant information in the Now Assist panel based on records selected in the
®
Express List .

See Event Management for more information.

New in the Yokohama release

Group alerts using Network Traffic-Based grouping

Group your alerts efficiently with Network Traffic-based alert grouping, which
uses discovered TCP connections together with ML Service Mapping to correlate
alerts on host CIs that have network traffic connections between them.
View links between alerts in Network Traffic-based alert groups
Once Network Traffic correlation is enabled, investigate Network Traffic alert
®
group details and visualize connections through Link View in Express List .
New role for team level operators
Enhance team-level control over alert management with the
evt_team_operator role. This role allows operators to manage Event
Management operations within their assigned team, including reading and
writing alerts, making configuration changes, and updating Alert Automation
and setting up new integrations in the Integrations Launchpad.

Changed in this release

Property name changes

Enable CMDB Correlation for Alert Aggregation ( CMDB groups)
(sa_analytics.agg.query_cmdb_correlation_enabled) has been renamed Enable
CMDB correlation.

Enable alert aggregation for CI-based Automated groups

(sa_analytics.specific_patterns_enabled) has been renamed Enable ML based
Automation correlation.

Enable alert aggregation for Text-based groups

(sa_analytics.text_based_group_enabled) has been renamed Enable Text based
correlation.

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 Use all CMDB relations for CMDB group correlation. This property impacts
both CMDB group correlation and Alert Similarity on the Alert form
(evt_mgmt.related_cis_get_all_relation_types) has been renamed Use all CMDB
relations for CMDB group correlation.

Pull connectors
Simplifying the setup for Out-of-the-Box (OOTB) event rules that come with the
pull connectors that have not yet been activated, deactivated, or modified, the
Apply additional matching rules option is now enabled by default. If a rule has
been previously applied, you must set this option manually.

Activation information
Event Management is available with activation of the Event Management plugin
(com.glideapp.itom.snac). For details, see Request Event Management .

Related ServiceNow applications and features

Metric Explorer
®
ServiceNow Agent Workspace for Metric Intelligence provides a central
interface that enables you to 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.

Health Log Analytics release notes

®
The ServiceNow Health Log Analytics application helps you predict IT issues before they
impact users by ingesting, analyzing, and correlating machine-generated log data in real
time. When Health Log Analytics detects a deviation from a normal pattern, it alerts you of a
possible issue. Health Log Analytics was enhanced and updated in the Yokohama release.

Health Log Analytics highlights for the Yokohama release

• Use the enhanced Splunk data input to ingest data from Splunk in a pre-processed,
structured format. You can also pull data from Splunk regularly using the new Splunk Polling
data input.
• Set up your log data connectors from the Integrations Launchpad, which provides a
unified interface for convenient integration with connectors that feed log data into your
instance.
• Streamline HLA data ingestion with tools for handling large log volumes by using dedicated
Cribl and Edge Delta data inputs.
• Take advantage of unlimited storage of tracked metrics and improved scalability for
anomaly detection in the enhanced MetricBase (Clotho) database, which HLA keeps
current by regularly deleting obsolete metrics.
• Generate a description of Health Log Analytics alerts using Now Assist.

See Health Log Analytics for more information.

Important: Health Log Analytics is available in the ServiceNow Store. For details, see
the "Activation information" section of these release notes.

New in the Yokohama release

Pull data from Splunk regularly using the Splunk Polling data input

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 Fetch data consistently over time by using the Splunk Polling data input, which
sends recurring queries (polls) to Splunk. Most configurations being handled
on the HLA side means you need minimal additional stakeholder involvement,
which enables swift integration with your existing Splunk setup. This enhancement
accelerates proofs of concept (POCs) and enables faster iterations using real
data, making your data workflows more efficient and productive.
Use your Splunk data input to ingest pre-processed data from Splunk
Ingest data from Splunk in a pre-processed, structured format using your existing
Splunk data input.
Integrate with log data connectors from the Integrations Launchpad
Take advantage of the Integrations Launchpad's unified interface for
convenient integration with log data connectors that feed raw log data from
external sources into your instance. You set up log data connectors for HLA
from the Event Management Integrations Launchpad in Service Operations
Workspace for ITOM. In this release, the Integrations Launchpad enables
integration with the following connectors: Elasticsearch, ServiceNow System
Logs, UDP, and TCP.
Use Cribl and Edge Delta data inputs to streamline HLA data ingestion with tools handling
large log volumes
Use dedicated data inputs to facilitate data ingestion from Cribl or Edge Delta
when using these tools to handle large volumes of log data from multiple sources
before sending it to HLA.

UI changes

ServiceNow System Logs data input

The Glide Syslog data input has been renamed to ServiceNow System Logs data
input.

Activation information
Install Health Log Analytics by requesting it from the ServiceNow Store. Visit the ServiceNow
Store website to view all the available apps and for information about submitting requests
to the store. For cumulative release notes information for all released apps, see the
ServiceNow Store version history release notes .

Localization information
The current available languages for Health Log Analytics are US English, UK English, French,
German, Italian, Japanese, and Spanish. The default language is US English.

Related ServiceNow applications and features

Event Management
The Event Management application uses events generated by Health Log
Analytics. When Health Log Analytics detects an anomaly in your log data, it
sends an event to Event Management. Event Management receives the event
and generates an alert based on event and alert management rules.
Agent Client Collector
Agent data inputs beginning in Health Log Analytics Version 21.0.1 - September
2021 use Agent Client Collector to stream logs to your ServiceNow instance.
MID Server
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 ®
Health Log Analytics uses the ServiceNow MID Server product to stream logs to
your ServiceNow instance.
Service Operations Workspace
Health Log Analytics generates alerts in the ServiceNow Service Operations
Workspace, a configurable workspace that provides a unified experience for
multiple IT Operations Management workflows.

Service Observability release notes

®
The ServiceNow Service Observability application helps operations teams triage and
manage incidents in a complex and distributed production system. Service Observability
combines telemetry and platform insights from multiple observability tools into a single
workflow in the Service Operations Workspace (SOW). Service Observability is a new
application in the Yokohama release.

Service Observability highlights for the Yokohama release

• Connect operators with subject matter experts (SMEs) using critical signals from existing
monitoring tools and the ServiceNow platform.
• Centralize critical signals and bridge workflows to help increase agility and reliability.
• Calculate the blast radius and help reduce mean time to resolution (MTTR) by viewing
changes to your application and the underlying infrastructure.

See Service Observability for more information.

Important: Service Observability is available in the ServiceNow Store. For details, see
the "Activation information" section of these release notes.

Service Observability features

Create and manage observability data mappings

Map services in the CMDB Workspace to the data from a connected
application performance monitoring (APM) data source. Service Observability
supports Dynatrace and New Relic. This mapping lets you view metrics from
deep within your system, like a database or host, that might be affecting a
service's health.
View overall service health
View rate, error, and duration (RED) metrics for a service on the updated
Overview page. You can also view related open alerts, incidents, and change
requests to help identify possible causes.
View service health metrics
When issues are found on the Overview page, use the new Observability tab to
view the extended health metrics for the service, along with host and database
metrics related to the service, based on the configured data mappings.

UI changes

New Overview tab in the SOW

After services are activated for the Overview tab in Service Observability, the
Service Details page in SOW now shows reliability metrics from Service Reliability
Management (SRM) as well as metrics from Service Observability.
New Observability tab in the SOW

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 The Observability tab on the Service Details page in SOW shows related metrics
from connected APM vendors.
Admin Center support for activating services and data sources
You can activate services to use in Service Observability and then connect and
map APM data sources to those services.

Activation information
Install Service Observability by requesting it from the ServiceNow Store. Visit the ServiceNow
Store website to view all the available apps and for information about submitting requests
to the store. For cumulative release notes information for all released apps, see the
ServiceNow Store version history release notes .

Additional requirements
For the best experience, an installed APM instance. Service Observability supports Dynatrace
or New Relic. An instance should be installed, and an API Key Credential for that instance
®
should be configured on the ServiceNow platform.

Related ServiceNow applications and features

Service Operations Workspace for ITOM

You can access Service Observability from the Service Details page of the SOW.
Service Reliability Management
You can view the reliability metrics of SRM in the same view as Service
Observability, giving you a holistic view of service health. Services that are
activated for Service Observability are also activated for SRM.

Service Reliability Management release notes

®
The ServiceNow Service Reliability Management (SRM) application helps your organization
respond, collaborate, track, and self-remediate when working on alerts and incidents. SRM
was enhanced and updated in the Yokohama release.

SRM highlights for the Yokohama release

• View and assess alerts in one place with Express List.

• Avoid duplicate Service Level Objectives (SLOs) with unique naming conventions for edited
SLOs.
• Efficiently manage change by implementing SLO-based change approval policies.
• Improve service management by assigning teams to Technical Service Offerings (TSOs).

See Service Reliability Management for more information.

Important: SRM is available in the ServiceNow Store. For details, see the "Activation
information" section of these release notes.

New in the Yokohama release

Enhance monitoring for distributed teams with Express List

Improve monitoring with Express List. Express List replaces the Alerts tab and helps
distributed SRM teams focus on the services, priorities, or alerts that matter to
them.
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 Track SLO update history
View and track SLO update history with new naming conventions. Edited SLOs
now receive unique names, such as Uptime (1) or Uptime (2), instead of keeping
their original names. This update improves clarity and helps you distinguish
between versions.
Add SLOs to change approval policies
Define change approval policies to approve updates or modifications in your
system. You can now add the following policy inputs, helping you integrate
critical information into the approval process:
• SLO with the lowest percentage of error budget remaining.
• SLO with the highest burn rate.

Assign teams to TSOs

Manage your services effectively by assigning teams to TSOs. TSOs, which are
specific components within a parent technical service, can now be used in the
SRM service list. Assigning SRM teams to TSOs helps decentralized teams focus on
the services they’re responsible for.

UI changes

Express List
The Express List icon ( is now in the navigation pane.
Integrations Launchpad

The Integrations Launchpad icon ( ) is now in the navigation pane.

Note:
While Integrations Launchpad is available, it isn't yet fully integrated into
SRM.

Removed in this release

The Alerts tab has been removed from the Reliability tasks page.

Activation information

Install SRM by requesting it from the ServiceNow Store. Visit the ServiceNow Store website
to view all the available apps and for information about submitting requests to the store. For
cumulative release notes information for all released apps, see the ServiceNow Store version
history release notes .

Related ServiceNow applications and features

Service Operations Workspace

Use SRM in Service Operations Workspace to manage SLOs alongside other IT
Operations Management workflows.
Alert automation in Service Operations Workspace
Work with alert automation to respond to alerts, improve service reliability, and
scale staff resources.

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 Synthetic monitoring release notes
®
The ServiceNow synthetic monitoring application in the Service Operations Workspace
(SOW) empowers organizations to proactively manage and enhance the performance and
availability of critical service endpoints. By simulating user transactions on HTTP endpoints,
this solution identifies performance bottlenecks, helps ensure up-time, and optimizes user
experiences. Synthetic monitoring is a new application in the Yokohama release.

Synthetic monitoring highlights for the Yokohama release

• View real-world performance data from your services without needing actual users,
catching issues before they're released to production.
• Get real-time notifications for performance degradations or outages before they impact
users.
• Visualize synthetic test results and share insights with stakeholders.

See Synthetic monitoring for more information.

Important: Synthetic monitoring is available in the ServiceNow Store. For details, see
the "Activation information" section of these release notes.

Synthetic monitoring features

Create a synthetic monitor

Create and manage synthetic tests to replicate end-user transactions for critical
service endpoints. Configure an alert to activate when a test fails, enabling you
to address issues before they impact users.
Identify system issues with synthetic monitoring
View the overview page for a monitor where you can:
• View the status of the monitor.
• View charts that display test success and response time.
• Visit related CIs that may be the start for investigating failed tests.
• View a historical log of synthetic test runs, including details and the response
body text.
• Export a list of tests for a monitor to share results.

UI changes

Overview and detail pages in SOW .

Create view and manage your synthetic monitors on the overview and detail
pages.

Activation information
Install Synthetic monitoring by requesting it from the ServiceNow Store. Visit the ServiceNow
Store website to view all the available apps and for information about submitting requests
to the store. For cumulative release notes information for all released apps, see the
ServiceNow Store version history release notes .

Additional requirements
You must have the following before you can use synthetic monitoring:
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 • At least one proxy agent configured on the Agent Client Collector. These agents should
be the ones you use to monitor the health and performance of the services to be
monitored. For more information about proxy agents, see Using proxy agents in Agent
Client Collector .
• Configuration items (CI) in the CMDB for the endpoints that you want to monitor.
• Configured credentials in the Credentials table. If your endpoints require authentication,
this item is required.

Related ServiceNow applications and features

Agent Client Collector

Synthetic monitoring uses a proxy agent on the Agent Client Collector to monitor
the health of service endpoints.
Service Operations Workspace
Access and use synthetic monitoring in Service Operations Workspace, a
configurable workspace that provides a unified experience for multiple IT
Operations Management workflows.

ITOM Optimization release notes

®
The ServiceNow ITOM Optimization application automates the cloud workflows that you use
to manage the cloud resources throughout their life cycles. You can also deploy certified
and enterprise-compliant clouds, get visibility into your costs, and manage other cloud
management processes. Cloud Provisioning and Governance was enhanced and updated
in the Yokohama release.

ITOM Optimization highlights for the Yokohama release

Legacy workflows have been upgraded and seamlessly migrated to the advanced Workflow
Studio to align with the latest standards and ensure modern compliance. Additionally, all
default (Out of Box) workflows have been redesigned to provide enhanced performance,
improved usability, and a more streamlined experience.

See ITOM Optimization for more information.

UI changes

The following UI changes are applicable for workflow migration:

• In the Resource Block > Operations > Steps, within the Add Operations
Steps dialog box, the Invoke Workflow option has been removed from the
Operation Type field.
• In the Resource Block > Operations > Steps, within the Add Operations
Steps dialog box, the Workflow check box has been removed from the Add
Operations Steps field.
• In the Cloud Catalog Items, under the Operation Implementation drop-down
list, the Workflow option has been removed.

Changed in this release

• Migration of legacy workflows to Workflow Studio flows or subflows.

• Policy Rule Actions now supports Workflow Studio subflows instead of legacy
workflows.
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 Removed in this release

• In the Resource Block > Operations > Steps, within the Add Operations Steps dialog box,
the Invoke Workflow option has been removed from the Operation Type field.
• In the Resource Block > Operations > Steps, within the Add Operations Steps dialog box,
the Workflow check box has been removed from the Add Operations Steps field.
• In the Cloud Catalog Items, under the Operation Implementation drop-down list, the
Workflow option has been removed.

Deprecations
These workflows have been deprecated:
• Retrieve cloud billing data
• Retrieve cloud billing month
• Cloud operation step workflow launcher

Note: See to learn more about the workflow migration.

For details, see the Application/Plugin Deprecation Process [KB0867184] article in the Now
Support Knowledge Base.

Related ServiceNow applications and features

®
The ServiceNow ITOM Cloud Accelerate provides the workflows to evaluate
the cloud readiness of your organization and enforce the cloud accelerate
guidelines.

Cloud Services Catalog is now a part of ITOM Cloud Accelerate to access

and manage cloud resources, and publish cloud offerings to a catalog, in a
simplified way.

Cloud Configuration Governance application provides a set of ready-to-

use policies that enable you to check the configuration settings of the cloud
resources in your organization identify configuration violations.

Cloud Action Library provides ready-to-use actions and subflows that enable
you to interact with the cloud resources of the organization.

Cloud Migration Assessment enables you to plan, organize, and track the
process of relocating your enterprise IT resources and workloads to cloud
platforms.

Cloud Discovery Workspace

Cloud Operations Workspace offers a comprehensive solution to manage the
cloud operations of your organization.
ITOM Visibility
The ITOM Visibility product consists of Discovery, Service Mapping and Tag
Governance. For more information, see Discovery , Service Mapping ,
Tag Governance , Certificate Inventory and Management, Service Graph
Connectors, CMDB 360, and Firewall Audits and Reporting. Discovery and
Service Mapping give you a unified, connected view of your entire IT network
and the services that it supports.

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 ITOM/OT SU Licensing and subscriptions
ITOM/OT SU Licensing enables you to view the total number of licenses assigned
to your applications.
Third-party products that integrate with the Cloud Service Catalog :
Extend the capabilities of ITOM Cloud Accelerate and its connectors by
integrating the following third-party products with it:
• Cloud Services
◦ Amazon Web Services
◦ Microsoft Azure
◦ Google Cloud Platform
◦ Terraform Opensource
• Ansible configuration management to radically automate the deployment
of catalog items, across platforms and cloud service providers, with job
templates.

ITOM Visibility release notes

®
The ServiceNow ITOM Visibility application provides a unified, connected view of your entire
IT infrastructure and the services that it supports. ITOM Visibility was enhanced and updated
in the Yokohama release.

ITOM Visibility highlights for the Yokohama release

• Discovery and Service Mapping Patterns: Gain enhanced visibility into your AWS cloud
services with 27 additional patterns starting with store version 1.25.0.
• Starting with store version 1.1.0, ACC for Visibility has been renamed Agent Client Collector
for Visibility - Content. The CNO for Visibility feature has been extracted from Agent Client
Collector for Visibility - Content and is now a separate application.
• Starting with Service Graph Connector for GCP store release 1.8, Service Graph Connector
for AWS store release 2.9, and Service Graph Connector for Microsoft Azure store release
1.11, you can use Service Graph Connectors to ingest data into the Configuration
Management Database (CMDB) from third-party sources.

See ITOM Visibility for more information.

Important: Discovery and Service Mapping Patterns is available in the ServiceNow

Store. For details, see the "Activation information" section of these release notes.

Important information for upgrading ITOM Visibility to Yokohama

3DES support is planned for permanent removal from the MID Server for MID Servers with SSH-
based Discovery or SSH-based integrations. For more information, see 3DES deprecation in
SSH from Xanadu [KB1644950] .

New in the Yokohama release

Discover additional AWS Services using Patterns

Starting with store version 1.25.0, Discovery and Service Mapping Patterns
discovers 27 additional AWS cloud services.
Automatically generate a Certificate Signing Request

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 Generate a Certificate Signing Request and a private key with the Employee
Center experience, starting with version 3.6.0 of Certificate Inventory and
Management.
Use Service Graph Connectors for extended discovery
Service Graph Connectors are a collection of predefined integrations that ingest
data into the Configuration Management Database (CMDB) from third-party
sources.
• Discover device details from Chromebook and ingest them into the CMDB by
using Service Graph Connector for Google Console store version 1.8.
• Discover data from public cloud instances and resources in AWS, Azure, and
GCP environments and ingest them into the CMDB by using Service Graph
Connector for Wiz.

Changed in this release

Name suggestions for application service candidates

Experience more accurate name suggestions for application service candidates
based on Service Fingerprints in Service Mapping Plus store version 1.15.0.
Limits in Service Mapping
Limits in Service Mapping prevent the disabling or deletion of jobs scheduled for
the Checkpoint Reaper or the Service Model's Blob Reaper.
Name update in Service Mapping

• Application Services in the navigation menu has been renamed Service

Instances.
• The label for the [cmdb_ci_service_auto] table has been changed from
Application Service to Service Instance.

Discovery status monitoring

Discovery schedules that have no status updates for over a defined number
of minutes are analyzed automatically by the Discovery Status Monitor job. By
default, this job applies to Discovery schedules that discover configuration items.

Activation information
ITOM Visibility is available with activation of the Discovery (com.snc.discovery) plugin and
the Service Mapping (com.snc.service-mapping) plugin, which require an ITOM Visibility
subscription. For details, see Request Discovery and Request Service Mapping . For full
ITOM Visibility functionality, install the latest ITOM Visibility out-of-band applications from the
ServiceNow Store. For cumulative release note information for all released apps, see the
ServiceNow Store version history release notes.

Related ITOM applications and features

ITOM Health
® ®
The ServiceNow ITOM Health product includes the ServiceNow Event
®
Management and ServiceNow Metric Intelligence applications, which help you
track and maintain the health of services in your organization.

Event Management gathers alerts from infrastructure events that both third-
®
party monitoring tools and the ServiceNow internal agent capture. Event
®
Management uses IT-related information that ServiceNow Discovery gathers
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 so it can map alerts to configuration items. Based on the collected information,
Event Management then provides dashboards that show a consolidated view of
all service-impact events.

The Agent Client Collector application enables you to do the following:

• Monitor your service availability.
• Examine the health and performance of your environment.
• Ensure that your infrastructure and its applications are running properly.

Agent Client Collector collects events and metrics. It runs in either a Windows or
Linux environment.

ITOM Optimization
ITOM Optimization provides automation for the cloud workflows used to
manage the cloud resources throughout their life cycle. It enables certified
and enterprise-compliant cloud deployment, cost visibility, and other cloud
management processes.
ITOM Licensing
ITOM SU Licensing has been rebranded as ITOM/OT SU Licensing. ITOM/OT SU
Licensing calculates and displays the usage of ITOM subscriptions based on
subscription units. It enables you to access a comprehensive overview of the
total number of licenses allocated to applications and configuration items (CIs),
while offering an advanced feature set that provides visibility into the specific
CIs covered by your licenses. You can view the subscription breakdown for ITOM
Health, ITOM Visibility, ITOM Optimization, and ITOM Cloud Accelerate. For more
details, see View which CIs have an ITOM license .

IT Service Management release notes

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

Benchmarks release notes

®
The ServiceNow Benchmarks application gives you instant visibility into your key
performance indicators (KPIs) and trends. Benchmarks was enhanced and updated in the
Yokohama release.

Benchmarks highlights for the Yokohama release

1. Experience the new Key Performance Indicator (KPI) for Now Assist under Productivity
moments per user of ITSM Benchmarks to understand the benefits of Now Assist features like
Knowledge Article generation.
2. Benchmark the all new HRSM indicator to help evaluate the performance in comparison to
your peers.

See Benchmarks for more information.

Important: Benchmarks is available in the ServiceNow Store. For details, see the
"Activation information" section of these release notes.

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 New in the Yokohama release

• The new KPI Knowledge Articles created using Now Assist is added to Productivity
moments. This primary indicator shows how many knowledge base articles are created
using Now Assist in a given period of time.
• Leverage benchmarking for HRSM indicators to evaluate your performance in comparison
to your peers.

Activation information
Benchmarks is a Now Platform feature that is active by default. The new Benchmarks
dashboard is automatically installed with Yokohama and is available from the ServiceNow
Store.

Related ServiceNow applications and features

Performance Analytics (Indicator data sources)

®
The ServiceNow Performance Analytics application is an in-platform solution
that enables organizations 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.
Success Dashboard
®
The ServiceNow Success Dashboard enables the leadership team and
®
process owners to gain insights into the performance of their ServiceNow IT
Service Management (ITSM) implementation using the KPIs defined by the Now
®
Platform .
Continual Improvement Management
®
Use the ServiceNow Continual Improvement Management application to
request improvement opportunities and implement phases and tasks to meet
performance goals, track progress, and measure success.
Strategic Portfolio Management
®
The ServiceNow Strategic Portfolio Management application enables you to
align work with business goals to deliver products and services in a way that
supports your strategic priorities.

Change Management release notes

®
The ServiceNow Change Management application provides a tool for managing the life
cycle of all changes in your organization, enabling rapid changes without compromising
stability and governance. Change Management was enhanced and updated in the
Yokohama release.

Change Management highlights for the Yokohama release

• Increase operational efficiency of tier 1 service desk agents with the dedicated
sn_service_desk_agent role.
• Require specified field details to be updated before transitioning the state of a change
request by converting existing optional fields to mandatory fields.
• Restrict unauthorized access to Change Management tables using deny ACLs.

See Change Management for more information.

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 New in the Yokohama release

User role for service desk agents

With the sn_service_desk_agent user role, increase operational efficiency by
streamlining the process of asking about, gathering, and verifying information,
as well as delivering quick resolutions. This role is designed for tier 1 service
desk agents and is accessible when the ITSM Roles plugin (com.snc.itsm.roles)
installed.

The sn_service_desk_agent role includes the following roles:

• sn_incident_write
• sn_problem_write
• sn_change_write
• sn_request_write
• tracked_file_reader

Additionally, with the installation of the ITSM Gen AI (com.sn.itsm.gen.ai)

plugin, the knowledge_user and now_assist_panel_user roles are integrated
within the sn_service_desk_agent role.
The sn_service_desk_agent user role can be used starting with Service
Operations Workspace version 6.1.
Change model Type field

A new Model option has been added to the change model Type field to help
users identify a change that is controlled by a change model. Model is the
default if a Type has not been set for the change request of a certain change
model.
No default Risk value for change requests
There is no longer a default value for the Risk field on the Change Request
table. The Risk value is set to -- None -- until the risk is evaluated for the change
request. This change ensures that no risk value is pre-assigned, allowing for a
more accurate assessment before advancing the change
Mandatory field transition condition

Ensure mandatory fields are completed before advancing through states for a
change request, as defined by the Change Model. This feature enables change
managers to mandate the completion of required fields before states can
progress according to the Change Model.
Deny-unless ACLs on core tables

Prevent unauthorized access to change_request and change_task tables using

deny-unless ACLs. The deny-unless ACLs restrict access on these tables for a non-
authenticated user to perform actions such as read, write, delete, or create.

This feature is available for new or zBoot customers with the installation of the
ITSM Enhanced Security Features (com.snc.itsm.enhanced_security) plugin.
Existing or upgrade customers must test and evaluate in their sub production
instance before installing the plugin and implementing the security change in
their production instance.

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 Removed in this release
Change Management workflows in Workflow Editor are deprecated and corresponding
flows are now available in Workflow Studio. Going forward you must use only flows for
Change Management. This also applies to new or zBoot users.

Activation information
Change Management is a Now Platform feature that is active by default.

DevOps Change Velocity release notes

®
The ServiceNow DevOps Change Velocity application improves visibility into your DevOps
data in a single system, automates and accelerates change processes, and helps you gain
insights to measure the performance of your DevOps environment. DevOps Change Velocity
was enhanced and updated in the Yokohama release.

DevOps Change Velocity highlights for the Yokohama release

• Integrate with the Harness orchestration tool to discover Harness pipelines and enable
change automation.
• Detect anomalies and issues in your DevOps Change Velocity instance using health scans.

See DevOps Change Velocity for more information.

Important: DevOps Change Velocity is available in the ServiceNow Store. For details,
see the "Activation information" section of these release notes.

Important information for upgrading DevOps Change Velocity to Yokohama

If you are a new customer or are using a zBoot instance and you want to create type-
based workflow change requests in DevOps Change Velocity, you must add the
com.snc.change_management.change_model.type_compatibility property and set it to
True. For more information, see Add a system property .

New in the Yokohama release

Harness integration
Discover Harness pipelines and configure real-time notifications to enable
change traceability and automation by integrating the Harness orchestration
tool with DevOps Change Velocity.
DevOps Health instance scan
Detect anomalies and issues in the instance by running or scheduling health
scans on your DevOps Change Velocity instance.

Changed in this release

Simplified onboarding of orchestration tools not supported in the base system

Integrate orchestration tools that aren’t supported in the base system by
leveraging a generic framework.
Custom fields for planning tool integration
Add custom fields into your planning tool integration to improve configurability
and access business-specific information, which facilitates more informed
decision-making.
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 Activation information
Activate DevOps Change Velocity by requesting it from the ServiceNow Store. Visit the
ServiceNow Store website to view all the available apps and for information about
submitting requests to the store. For cumulative release notes information for all released
apps, see the ServiceNow Store version history release notes .

Related ServiceNow applications and features

Performance Analytics
®
ServiceNow Performance Analytics is an in-platform process optimization
solution to create management dashboards, report on KPIs and metrics, and
answer key business questions. The application helps improve quality and
reduces the costs of service delivery.
Change Management
®
The ServiceNow Change Management application provides a systematic
approach to control the life cycle of all changes, facilitating beneficial changes
to be made with minimum disruption to IT services.
Agile Development
®
The ServiceNow Agile Development application helps you deliver software
projects more efficiently by managing and tracking software development life
cycles using an iterative, incremental, and flexible approach.
Risk Management
®
The ServiceNow Governance, Risk, and Compliance Risk Management
application helps you continuously monitor and identify high-impact risks,
improve your risk-based decision-making, and reduce reaction time effectively.
The application also provides structured workflows for the management of risk
assessments, risk indicators, and risk issues.

Digital End-User Experience release notes

®
The ServiceNow Digital End-User Experience (DEX) solution is a cloud-based tool providing
IT with comprehensive visibility and monitoring for user applications, networks, and devices.
The DEX suite includes Application & Device Health, which helps IT resolve device and
application issues proactively, and Desktop Assistant, which provides easy access to self-
service options. Digital End-User Experience was enhanced and updated in the Yokohama
release.

Digital End-User Experience highlights for the Yokohama release

• Monitor whether the devices across your organization are adhering to the established
application and policy metric compliance rules using the System compliance report.
• Identify high-performance devices and learn the correlation between your device
performance and overall system health by monitoring critical metrics, such as CPU usage,
in the System performance report.
• Monitor the multiple facets of the end-user network performance, including connection
details, connection stability and path metrics, and application network hops.
• Track the digital experience scores of the applications and devices that your employees
use with the Digital Experience Score dashboard.
• The Proactive Engagement application is integrated as part of the DEX suite of
applications and is installed along with DEX.

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 See Digital End-User Experience for more information.

Important: Digital End-User Experience is available in the ServiceNow Store. For

details, see the "Activation information" section of these release notes.

Important information for upgrading Digital End-User Experience to Yokohama

To upgrade your DEX Desktop Assistant, do the following:
1. Install the latest version of the Desktop Assistant in your instance.
2. With admin rights, re-install the Desktop Assistant on your local machine even if you have
the latest version.

New in the Yokohama release

Manage your system compliance report

Identify vulnerabilities and keep end-user devices secure and efficient by
confirming that they meet security policies and regulatory standards. The
Compliance report provides a comprehensive view of how well the end-user
devices are adhering to the security measures of your organization.
Monitor system performance
Identify high-performance devices by monitoring critical metrics, such as CPU
usage, memory consumption, disk activity, and input/output (IO) reading and
writing speeds. Monitoring system performance provides information about how
device performance impacts overall system health.
Monitor your user apps network
Monitor the advanced metrics like jitter, latency, and packet loss with a visual
representation of network hops. These metrics provide real-time insights into
network performance, helping to identify bottlenecks and areas for optimization
quickly.
Additional device metrics
Get insights into device health and performance using the newly added
device-level metrics. These metrics include memory usage, system time, energy
consumption, and page file size. They're available in the following pages under
Device health:
• Operating system
• System compliance metrics
• Windows power plan

Digital Experience Score

Measure and consolidate both quantitative and qualitative data to gain a
holistic view of the digital employee experience. The Digital Experience Score
dashboard (DEX Score) provides data-driven insights to improve your employees'
digital experience.

DEX Score compiles health metrics scores, user sentiment scores, and service
experience scores for applications and devices to calculate the overall digital
experience score.
Proactive Engagement
Inform employees by providing any self-help instructions or notifications by using
Desktop Assistant as the notification channel.
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 Explore what Proactive Engagement has to offer with new use cases as part
of the base system. The new use cases include poor Wi-Fi connectivity, device
crash, app crash, and disconnected Zscaler.

UI changes

DEX UI enhancements
Several user interface improvements have been made to help enhance usability
and make navigation more intuitive, leading to a better overall user experience.

Activation information
Install Digital End-User Experience by requesting it from the ServiceNow Store. Visit the
ServiceNow Store website to view all the available apps and for information about
submitting requests to the store. For cumulative release notes information for all released
apps, see the ServiceNow Store version history release notes .

Browser requirements
Enable the DEX browser extension for monitoring Web applications to collect various
operational or performance-based metrics on your system. For more information, see Enable
DEX browser extension for monitoring web/SaaS applications .

Localization information
Localization is applicable to DEX in all languages supported by the Now Platform.

Related ServiceNow applications and features

DEX for Service Desk Agents

As a Service Desk agent, view device metrics from within the platform by
navigating to the DEX Device health page. You can access the page from
the Core UI incident experience or from the Investigate tab Service Operations
Workspace (SOW).
Now Assist for IT Service Management (ITSM)
From Desktop Assistant, use generative AI to enhance your productivity and
efficiency through conversation and proactive experiences.
ITSM Virtual Agent
The ServiceNow Virtual Agent application enables you to scale your IT
organization, where technicians can address more challenging IT-related user
requests and incidents.
ITSM Success Dashboard
The ServiceNow ITSM Success Dashboard enables the leadership team and
process owners to gain insights into the performance of their ServiceNow IT
Service Management (ITSM) implementation using the KPIs defined by the Now
®
Platform .
Digital Experience Score
Using the DEX Score dashboard, monitor the digital experience scores of the
applications and devices that your employees are using. By exploring the
individual device and application experience scores, you can identify what is
working well for employees and what needs improvement.

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 Digital Portfolio Management release notes
®
The ServiceNow Digital Portfolio Management Workspace enables you to view and
manage the full life cycle of your services and applications. Digital Portfolio Management
was enhanced and updated in the Yokohama release.

Digital Portfolio Management highlights for the Yokohama release

• Updated the Digital Portfolio Management (DPM) Admin Center.

◦ Added a Troubleshoot tab to the DPM Admin Center landing page to help you
recalculate availability results and indicators for service offerings.
◦ Added the ability to configure the personal portfolio solution cards and to view
relationships of business applications and application services.
• Updated the key performance indicator (KPI) behavior so that you can drill down on time
series KPI information and use an Active flag to hide KPIs in a KPI group.
• Updated the DPM data model to improve visibility and reporting when an incident,
problem, or change is in the application service's Impacted services or Affected CIs
related list. The updated model rolls up the incidents, problems, and changes so that you
can see the impacts in related business applications (in the KPIs and Needs attention
panels).

See Digital Portfolio Management for more information.

Important: Digital Portfolio Management is available in the ServiceNow Store. For

details, see the "Activation information" section of these release notes.

New in the Yokohama release

Use the Admin Center in Digital Portfolio Management

Use the added Troubleshoot tab on the DPM Admin Center landing page to
help you recalculate availability results and indicators for service offerings. You
select a specific time period for the recalculation and then you can check the
progress in the event log.
Configure personal portfolio solution cards in the DPM Admin Center
Configure the fields that are displayed on the personal portfolio solution cards
in the DPM Workspace. Solution cards display information about the four main
types of solutions (service, service offering, business application, and application
service). This configuration determines the fields that are displayed on each
solution card.
View relationships of business applications and application services in the DPM Admin
Center
See all incidents, problems, and changes that are related to your business
applications and application services. You can view the data in these areas:
• The DPM Admin Center
• In the DPM Workspace, in the Needs attention panels and in the life-cycle tabs
that present key performance indicator (KPI) data.

KPI groups in Digital Portfolio Management

Added the ability to select the spark lines (time series chart) for a KPI indicator to
open its details.
Update KPIs in Digital Portfolio Management
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 Added an Active flag so that you can hide KPIs in a KPI group from the DPM
Workspace. The Active flag is available for all KPIs so that you can hide an
individual KPI even when it's part of a larger KPI group.
View application service details
Expanded the DPM data model so that when an incident, problem, or change
is in the application service's Impacted services or Affected CIs related list, the
updates roll up to the related business application. You can see the impacts
in the related business application's KPIs and Needs attention panels). For
more information, see Work with Needs attention panels in Digital Portfolio
Management .
Work with lists in Digital Portfolio Management
Use the updated logic in the list address bar to copy the link of any list item to
share that list with others. The list address includes a unique list ID for every list
item. This updated logic applies wherever lists are used in the DPM Workspace:
• In the list module (for both provided lists and created lists).
• In the DPM Admin Center.

Activation information
Install Digital Portfolio Management by requesting it from the ServiceNow Store. Visit the
ServiceNow Store website to view all the available apps and for information about
submitting requests to the store. For cumulative release notes information for all released
apps, see the ServiceNow Store version history release notes .

Related ServiceNow applications and features

Service Portfolio Management

®
Use the ServiceNow Service Portfolio Management application to set up and
manage your services and offerings, and then organize them in portfolios. In the
Digital Portfolio Management application, you can view the health and status of
those portfolios and track them in one centralized location.
Performance Analytics
®
Use ServiceNow Performance Analytics to create reports on key performance
indicators (KPIs) to monitor and analyze metrics.
Digital Portfolio Management related applications and data sources
Other related ServiceNow applications bring in data from your services, service
offerings, business applications, and application services for you to view all of
them in your unified workspace view. All the related applications are optional
and aren't required to use Digital Portfolio Management. This topic also offers
links to Knowledge Base articles with more data source information.
Service Builder
As you view service information in Digital Portfolio Management, you can create
®
and edit services and service offerings with quick access to the ServiceNow
Service Builder application.

Important: If you use Service Builder and plan to upgrade to the current
version of DPM, you must also upgrade to the current version of Service
Builder at the same time.

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 Incident Management release notes
®
The ServiceNow Incident Management application restores normal service operations while
minimizing the impact to business operations and maintaining quality. Incident Management
was enhanced and updated in the Yokohama release.

Incident Management highlights for the Yokohama release

• Increase the operational efficiency of the tier 1 service desk agents with the dedicated
sn_service_desk_agent role.
• Control whether an incident or major incident record link in an email notification redirects
you to the record in the classic UI16 interface or Service Operations Workspace (SOW).
• Enable agents with incident write access, callers, requesters, and Opened by end users
to reopen a resolved incident from the Incident Management classic UI16 form, SOW, or
Portal UIs.
• Restrict unauthorized access to incident-related tables using deny ACLs.
• Search for a configuration item (CI) in a list alphabetized by the CI name with an improved
search performance.

See Incident Management for more information.

New in the Yokohama release

User role for service desk agents

With the sn_service_desk_agent user role, increase the operational efficiency by
streamlining the process of asking about, gathering, and verifying information,
as well as delivering quick resolutions. This role is designed for tier 1 service
desk agents and is accessible when the ITSM Roles plugin (com.snc.itsm.roles)
installed.

The sn_service_desk_agent role includes the following user roles:

• sn_incident_write
• sn_problem_write
• sn_change_write
• sn_request_write
• tracked_file_reader

Additionally, with the installation of the ITSM Gen AI (com.sn.itsm.gen.ai) plugin,

the knowledge_user, and now_assist_panel_user roles are integrated within the
sn_service_desk_agent role.

The sn_service_desk_agent role can be used starting with SOW version 6.1.
Enhanced security model adoption for incident tables
Help prevent unauthorized access to incident-related tables using Deny-Unless
ACLs. A Deny-Unless authentication ACL restricts access for a non-authenticated
user, such as a public role user. Without access, the user can't perform any
actions on incident-related tables, including reading, writing, deleting, creating,
or accessing the report view.

This feature is activated automatically and applicable on the following incident-

related tables:

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 • kb_template_incident_kcs_articl
• kb_template_incident_kcs_template

Additionally, this feature is available on the following incident-related tables

of new or zBoot instances after installing the ITSM Enhanced Security Features
(com.snc.itsm.enhanced_security) plugin:
• incident
• incident_task
• task_ci
• task outage

The ITSM Enhanced Security Features (com.snc.itsm.enhanced_security) plugin

can be installed and activated by an admin via a support request. Existing
or upgrade users must test and evaluate the results in their non-production
instance, and then install the plugin and implement the security change in their
production instance.

For more information, see Deny-Unless ACL .

Changed in this release

Email redirection behavior for major incident email notification links

In major incident email notifications, you can now decide where the links
to a major incident record are redirected. Instead of a major incident
record automatically opening in the classic UI16 interface in Major Incident
Management, the record can be opened in SOW. The major incident record link
in an email notification opens in SOW only if the following conditions are met:
• The Redirect SOW Email notification (sow_email_notification_redirect)
property is set to true. Setting this property to true enables the email
redirection behavior for all tables including major incident.
• The Redirect SOW Email notification for Major Incident Management
(sn_major_inc_mgmt.sow_email_notification_redirect.mim) property is
set to true.
• You have the sn_sow_user role.

The ITSM Notifications Redirection (com.snc.itsm.notifications_redirection) plugin

is installed and activated automatically to support this behavior.
Email redirection behavior for incident email notification links
In incident email notifications, you can now decide where the links to an
incident record are redirected. Instead of an incident record automatically
opening in the classic UI16 interface in Incident Management, the record can
be opened in SOW. The incident record link in an email notification opens in
SOW only if you have the sn_sow_user role and any of the following conditions
are met:
• The Redirect SOW Email notification (sow_email_notification_redirect)
property is set to true. Setting this property to true enables the email
redirection behavior for all tables including incident.
• The Redirect SOW Email notification for Incident Management
(sow_email_notification_redirect.incident) property is set to
true. You can create this property if you want to enable or restrict

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 the email redirection behavior specifically for the incident table. This
property, if created and set, overrides the Redirect SOW Email notification
(sow_email_notification_redirect) base system property.

The ITSM Notifications Redirection (com.snc.itsm.notifications_redirection) plugin

is installed and activated automatically to support this behavior.
Incident and problem workflow changes
When a problem is fixed and the Share fix option is triggered, the event is added
to the Work notes (Private) field instead of the Additional comments (Customer
visible) field for the incident associated with the problem record.

This feature is available in the base system for the new customers. For existing or
upgrade customers, admin must set the Problem to incident work notes default
(sn_sow_inc.problem.to.incident.worknotes.default) system property to
true to enable the feature.
Changes in the reopening incident behavior
Enable the agents with incident write access, callers, requesters, or Opened by
end users to reopen a resolved incident. Both the caller and the requester can
view and use the Reopen option on the incident classic UI16 form and the Portal
UIs, such as Service Portal and Employee Service Center (ESC) portal.

An agent can view and use the Reopen option on the incident classic UI16 form
to reopen any incident that is assigned to them or to other agents. However, on
the Portal UI, an agent can only view and use the Reopen option to reopen an
incident if it’s assigned to them.
Sorting CIs in incident forms
The search performance of the available CIs for the Configuration item
field on an incident form is enhanced to promote a clean UI and quick
loading and sorting of the CIs. The search results that list the CIs are sorted
alphabetically by CI name instead of by CI class and then CI name. The
ref_ac_order_by=sys_class_name attribute is removed from the default attributes
on the cmdb_ci field of the Task [task] table, which increases the performance
of the field.

This change is applicable to new and existing users using the default attributes.
You can use the Override attributes option to restrict this change for any
required child tables that extend to the cmdb_ci field of the Task [task] table.

Activation information
Incident Management is a Now Platform feature that is active by default.

ITSM Mobile Agent release notes

®
The ServiceNow ITSM Mobile Agent app delivers base system, mobile-first experiences
designed for IT agents to triage, act on, and resolve incidents on the go. ITSM Mobile Agent
was enhanced and updated in the Yokohama release.

ITSM Mobile Agent highlights for the Yokohama release

Starting in the 9.1 release, you can do the following:
• Summarize the incident record and activity information when adding work notes to an
incident record or while reassigning an incident.
• Set different alert tones for incidents with different priority levels.

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 • Set the incident impact and urgency levels to set the incident priority level automatically.
• Redirect from the mobile web browser to the ITSM Mobile Agent app seamlessly when
opening and viewing different task records.

See ITSM Mobile Agent for more information.

Important: ITSM Mobile Agent is available in the ServiceNow Store. For details, see the
"Activation information" section of these release notes.

New in the Yokohama release

Summarize the incident record and activity information

When adding work notes to an incident record, use the GenAI task
summarization capabilities to summarize an incident record and activity
information, such as the issue details or actions taken.

You can also summarize the incident information when adding work notes when
reassigning the incident record. After an information summary is generated,
you can edit and add the information as work notes. This feature helps reduce
the effort required to draft work notes. The feature is available in the following
applets:
• My team applet
• Major incidents
• My work

To enable this feature in ITSM Mobile Agent, you must configure the Incident
summarization skill in Now Assist for ITSM.
Set alert tones for incident with different priority levels
Set alert tones for incident with different priority levels. The alert tone can notify
you of important actions so you can respond to them quickly.
Email notification redirection behavior
Redirect from the mobile web browser to the ITSM Mobile Agent app seamlessly
when opening and viewing different task records. This feature is applicable on
the following type of records:
• Incident
• Incident task
• Catalog task
• Change request
• Change task

When you select the record link from an email notification on a mobile device,
the link opens in the mobile web browser. A pop-up banner then prompts you
to view the record in the ITSM Mobile Agent app, which provides a fast and
intuitive way to access the records. This feature is applicable only if the following
conditions are met:

• The ITSM Mobile Agent application is installed on the mobile device.

• The Enable universal links (glide.sg.universal_links.enabled) system
property is set to true.

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 Set the incident impact, urgency, and priority levels
Automatically set the incident priority level by defining the impact and urgency
levels. This feature determines an incident priority level by maintaining uniform
synchronization and consistency between the priority, impact, and urgency
levels. When you edit the Impact and Urgency fields, you must add to the Work
notes field.

Activation information
Install ITSM Mobile Agent by requesting it from the ServiceNow Store. Visit the ServiceNow
Store website to view all the available apps and for information about submitting requests
to the store. For cumulative release notes information for all released apps, see the
ServiceNow Store version history release notes .

ITSM Predictive Intelligence Workbench release notes

®
The ServiceNow ITSM Predictive Intelligence Workbench application provides prebuilt use
case templates and guides you through your machine learning implementation to create
intelligent IT Service Management (ITSM) business processes. ITSM Predictive Intelligence
Workbench is deprecated starting with the Yokohama release.

Deprecations
Starting with the Yokohama release, ITSM Predictive Intelligence Workbench is deprecated
and is no longer deployed, enhanced, or supported. To get the latest experience
for this functionality, you must install the Task Intelligence for ITSM application plugin
(com.snc.itsm_ml_task). For details, see the Deprecation Process [KB0867184] article in the
Now Support Knowledge Base.

Now Assist for IT Service Management (ITSM) release notes

®
The ServiceNow Now Assist for IT Service Management (ITSM) application brings generative
AI to IT Service Management. Now Assist for IT Service Management (ITSM) was enhanced
and updated in the Yokohama release.

Now Assist for IT Service Management (ITSM) highlights for the Yokohama
release

• Manage change risk explanations effectively by copying an existing change risk

explanation skill and configuring it for your business needs.
• Deflect IT issues in the ServiceNow portal with AI-powered solutions.
• Automatically generate email reply recommendations.
• View a summary of incidents and change requests in an intuitive summarization interface.
• Track the status of common IT-related tasks by using the Now Assist application.

See Now Assist for IT Service Management (ITSM) for more information.

Important: Now Assist for IT Service Management (ITSM) is available in the ServiceNow
Store. For details, see the "Activation information" section of these release notes.

New in the Yokohama release

Using self service to deflect incidents in a ServiceNow portal by using Now Assist for IT
Service Management (ITSM)

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 Designed to reduce the number of incidents to be resolved by deflecting issues
with self-service.
Customizing a Now Assist for IT Service Management (ITSM) change risk skill
Efficiently explain the risk of a change request by adding custom input fields to
the following input tables:
• Change request
• Past similar change request
• Incident caused by change

Refining a change risk explanation response

Refine the explanation to a change risk by shortening or lengthening a response
by using Now Assist for IT Service Management (ITSM).
Risk Assessment as input to calculate a change risk
Use risk assessment values as an input to explain the risk of a change request.
Generating email reply recommendations by using Now Assist for IT Service Management
(ITSM)
Get recommendations for email responses that agents can review and send to
users. Agents can also get email template and content edit recommendations
from Now Assist for IT Service Management (ITSM).
Monitoring task status using pre-built LLM topics with Now Assist in ITSM Virtual Agent
Copy and customize an ITSM Virtual Agent core ITSM topic template to track the
status of a task by using Now Assist in ITSM Virtual Agent.

UI changes

New look and feel for the display of incident and change request summarizations
Get the summary of an incident or a change request by using the new and
more intuitive summarization user interface. The new interface is available in
Service Operations Workspace and in the Core UI.

Changed in this release

System property to display knowledge article templates

Display knowledge article templates that you can use to create articles by using
a system property. In earlier releases, the templates were displayed by default.

Activation information

Install Now Assist for ITSM by requesting it from ServiceNow Store. Visit the ServiceNow Store
website to view all the available apps and for information about submitting requests to the
store. For cumulative release notes information for all released apps, see the ServiceNow
Store version history release notes .

Additional requirements
The Now Assist for ITSM application requires an IT Service Management Pro Plus or Enterprise
Plus license.

Related ServiceNow applications and features

Now Assist
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 Help improve the productivity and efficiency in your organization, deliver better
self-service, recommend actions, provide answers, and empower your users to
search more effectively.
Now Assist Admin console
Use the Now Assist Admin console to provide you with quick and easy access to
the important information that you need to set up, configure, and monitor Now
Assist applications and features.
Now Assist panel
Use this conversational interface in Service Operations Workspace to summarize
a chat, an incident, or resolution notes so that you can get the context of this
information more quickly.
Now Assist skills
Use the Now Assist products to provide generative AI skills to meet the needs
of users in different workflows, including case or incident summarization, chat
summarization, resolution notes generation, and code generation.

On-Call Scheduling release notes

®
The ServiceNow On-Call Scheduling application helps you verify that dedicated support
team members are available to resolve issues when they occur. On-Call Scheduling was
enhanced and updated in the Yokohama release.

On-Call Scheduling highlights for the Yokohama release

Control whether an on-call schedule or shift record link in all major on-call email notifications
redirects you to Service Operations Workspace (SOW) or to the classic UI16 interface in On-
Call Scheduling.

See On-Call Scheduling for more information.

Changed in this release

Email redirection behavior for links in major on-call schedule email notification
In all major on-call schedule or shift email notifications, you can now decide
where the links to an on-call schedule or shift record are redirected. Instead
of an on-call schedule or shift record automatically opening in the classic UI16
interface in On-Call Scheduling, the record can be opened in SOW. The on-
call schedule or shift record link in an email notification opens in SOW only if the
following conditions are met:
• The Redirect SOW Email notification (sow_email_notification_redirect)
property is set to true.
• The Redirect SOW Email notification for On-call scheduling
(sow_email_notification_redirect.on_call) property is set to true.
• You have the sn_sow_user role.

The ITSM Notifications Redirection (com.snc.itsm.notifications_redirection) plugin

is installed and activated automatically to support this behavior.

Activation information
On-Call Scheduling is available with activation of the Now Platform On-Call Scheduling
plugin (com.snc.on_call_rotation). For details, see Activate On-Call Scheduling . Activating
this plugin activates the following third-party libraries:

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 • FullCalendar library
• DHTMLX scheduler

Note: The On-Call Scheduling (com.snc.on_call_rotation) plugin is active by default for

zBoot customers.

Related ServiceNow applications and features

Notify
In addition to emails, you can send on-call escalation notifications as SMS alerts
®
and voice calls. Engage on-call escalation in ServiceNow Notify conference
calls.
ITSM Mobile Agent
Access the upcoming shifts and time-off requests of team members in the
®
ServiceNow ITSM Mobile Agent app. Send On-Call Scheduling escalation
notifications as mobile push notifications.
Service Operations Workspace for ITSM
Identify available On-Call Scheduling members of a support group who can be
®
contacted to resolve an issue in ServiceNow Service Operations Workspace.

Problem Management release notes

®
The ServiceNow Problem Management application helps you identify the cause of errors
in the IT infrastructure that are reported as occurrences of related incidents. Problem
Management was enhanced and updated in the Yokohama release.

Problem Management highlights for the Yokohama release

• Increase operational efficiency of tier 1 service desk agents with the dedicated
sn_service_desk_agent role.
• Simplify the management of problems and problem tasks using Problem Management
models.

See Problem Management for more information.

New in the Yokohama release

User role for service desk agents

With the sn_service_desk_agent user role, increase operational efficiency by
streamlining the process of asking about, gathering, and verifying information,
as well as delivering quick resolutions. This role is designed for tier 1 service
desk agents and is accessible when the ITSM Roles plugin (com.snc.itsm.roles)
installed.

The sn_service_desk_agent role includes the following roles:

• sn_incident_write
• sn_problem_write
• sn_change_write
• sn_request_write
• tracked_file_reader

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 Additionally, with the installation of the ITSM Gen AI (com.sn.itsm.gen.ai)
plugin, the knowledge_user and now_assist_panel_user roles are integrated
within the sn_service_desk_agent role.
The sn_service_desk_agent user role can be used starting with Service
Operations Workspace version 6.1.
Problem Models for Streamlined Problem Management

Problem Management models are used to simplify management of problems

and problem tasks. These models provide an efficient way to configure state
transitions and define conditions to move from one state to another.

This functionality is enabled out of the base system for new or zBoot customers.

Activation information
Problem Management is a Now Platform feature that is active by default.

Request Management release notes

®
The ServiceNow Request Management application enables catalog items to be requested
and fulfilled based on defined flows. Request Management was enhanced and updated in
the Yokohama release.

Request Management highlights for the Yokohama release

• Improve customer satisfaction and operational efficiency with the sn_service_desk_agent

role, which is dedicated to the tier 1 service desk agents.
• Restrict unauthorized access to the Request Management tables using deny ACLs.
• Quickly determine whether a configuration item (CI) is available to be added to the
Configuration item field in the Requested item form by searching the an alphabetized list of
available CIs rather than having to first find the CI class list.

See Request Management for more information.

New in the Yokohama release

User role for service desk agents

Improve operational efficiency by providing level 1 or tier 1 service desk agents
with access to change, incident, problem, and request records by assigning the
sn_service_desk_agent user role.

Note:
The sn_service_desk_agent user role is available starting with Service
Operations Workspace version 6.1.

Enhanced security model adoption for Request Management

Prevent unauthorized access to request-related tables using deny ACLs. Non-
authenticated user cannot perform any actions such as read, write, delete,
create, or report view.

This feature is available for new or zBoot customers with the installation of the
ITSM Enhanced Security Features (com.snc.itsm.enhanced_security) plugin.
Existing or upgrade customers must test and evaluate in their sub-production
instance before installing the plugin and implementing the security change in
their production instance.
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 Changed in this release

Sorting configuration items in requested item forms

The list of configuration items (CIs) displayed for the Configuration item field in
the Requested item form is now displayed and sorted based on the CI names
in alphabetical order instead of sorting by CI class and then presenting the
CI names in alphabetical order within a class. This change means you can
determine whether a particular CI is available more quickly.

Activation information
Request Management is a Now Platform feature that is active by default.

Service Level Management release notes

®
The ServiceNow Service Level Management application helps to gather service
requirements, monitor, and report the quality and speed of the services provided. Service
Level Management was enhanced and updated in the Yokohama release.

Service Level Management highlights for the Yokohama release

Use Workflow Studio to build and automate the workflows for Service Level Management.

See Service Level Management for more information.

Removed in this release

The Service Level Management workflows in Workflow Editor are deprecated and
corresponding flows are now available in Workflow Studio. Going forward you must use only
flows for Service Level Management. This also applies to new or zBoot users.

Activation information
Service Level Management is a Now Platform feature that is active by default.

Service Operations Workspace for ITSM release notes

®
The ServiceNow Service Operations Workspace application is a configurable workspace
that provides a unified agent experience for multiple IT Service Management and IT
Operations Management capabilities. Service Operations Workspace for IT Service
Management was enhanced and updated in the Yokohama release.

Service Operations Workspace highlights for the Yokohama release

• Streamline task management and reduce response times by approving the request,
request item, catalog task, change request, and standard change proposal records
directly from Service Operations Workspace (SOW).
• Quickly find details helpful in resolving issues by using Recommended Actions and AI
Search for request items and catalog items.
• Enable agents with incident write access, callers, and end users who opened the incident
to reopen a resolved incident from the incident record page in Service Operations
Workspace.
• Configure response templates and incident management properties from the Service
Operations Workspace Admin Center.
• Configure and use DEX Desktop Assistant as a channel in all incident and major incident-
related communications.
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 See Service Operations Workspace for ITSM for more information.

Important: Service Operations Workspace is available in the ServiceNow Store. For

details, see the "Activation information" section of these release notes.

Important information for upgrading Service Operations Workspace to

Yokohama
Ensure that the following applications have compatible upgraded versions:
• Service Operations Workspace ITSM Applications application (sn_sow_itsm_cont)
• Service Operations Workspace ITOM Applications application (sn_sow_itom_cont)

For more information on compatible versions, see Version compatibility between Service
Operations Workspace for ITSM and Service Operations Workspace ITOM .

New in the Yokohama release

User role for service desk agents

Enable tier 1 service desk agents to quickly gather and verify information by
granting the sn_service_desk_agent role, which is accessible when the ITSM Roles
plugin (com.snc.itsm.roles) is installed.

The sn_service_desk_agent role can be used starting with Service Operations

Workspace version 6.1 with the Yokohama release.
Incident management configuration changes in the Service Operations Workspace
Admin Center
The Incident record of the Incident Management section in the Service
Operations Workspace Admin Center has the following enhancements:
• Configure and use response templates to quickly respond to incidents.
• Configure additional properties to control incident features such as auto-
closing incidents and copying or creating child incidents.

Reopen an incident in Service Operations Workspace

Enable agents with incident write access, callers, or end user who opened the
incident to reopen a resolved incident.
List page enhancements
The Service Operations Workspace list page has the following enhancements:
• Ability to assign the incident record to yourself if you’re the logged-in user or to
reassign it to another user or assignment group.
• An animated dot symbol that indicates whether a list has been customized.

Major incident management record page enhancements

Enhance incident and major incident-related communications including ad hoc
communications and major incident playbooks in SOW by adding DEX Desktop
Assistant as a channel.
Direct approvals in Service Operations Workspace
Service desk agent can approve records directly within the SOW without having
to navigate to the Core UI. By approving records from the SOW, you can reduce
response times, and ensure quick resolution of the tasks.

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 Automatically close an interaction in Service Operations Workspace
Interactions are now automatically closed when the associated incident is
resolved, streamlining the workflow and ensuring consistent status updates.
Enhanced side panel features

• Access the Recommended Actions and AI Search features from the

contextual side panel for request items and catalog tasks.
• Determine the order of the items in the contextual side panel.

The Recommended Actions and AI Search features are now available in the
contextual side panel for both request Items and catalog tasks.

Enable email redirection to SOW from SOW Admin Center

Stay within the SOW and work on your tasks more efficiently by enabling email
redirection. By enabling email redirection within the SOW Admin Center, you can
simplify communication management, enabling the users to stay within the SOW
and focus on their tasks without interruption.
Initiate a chat from Sidebar in Service Operations Workspace
Use Slack as a primary mode of communication from the Sidebar so you can
send direct messages to users without having to leave the SOW.
View the device health of user assets
DEX is integrated with SOW to monitor CIs or assets associated with SOW records
such as incidents and interactions to determine the health of devices. You can
view the device health information of the user's assets on the Record information
side panel of the incident and interactions record page. This feature is available
only if the DEX plugin [sn_dex] is installed and DEX monitoring is enabled for the
asset.
Using MRA Async for adding child incident, affected CIs, impacted services and assets
When adding a list containing more than 50 child incidents, affected CIs,
impacted services or assets from the Overview tab or Related records tab of an
incident or problem record, the Multiple Record Associator (MRA) component
batch processes in async and helps adding them in background thereby
increasing the overall performance of the system. This feature works only if
the number of items to be added is more than 50 as the async Threshold
configuration property is set to 50.
Viewing the device health of the user assets
View the device health information of the user's assets from the Assigned assets
section on the Record information side panel of the incident and interactions
record page. This helps in providing a quick resolution to the user. This feature
is available only if the DEX plugin [sn_dex] is installed and DEX monitoring is
enabled for the asset.
Guided tours for SOW
Learn about Service Operations Workspace for ITSM through a sequence of
interactive steps that guide you through a specific concept or process.

The following guided tours are available:

• Create an incident task
• Overview of the Interaction record in SOW

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 Changed in this release

Incident record page changes

The Incident record page has the following changes:
• The caller card is placed first on the Record information side panel for tier 1
agents.
• The origin card itself is no longer clickable to reduce usability issues with the
card and its clickable elements.

Reference field behavior changes in SOW

Selecting any reference field in SOW now displays only the recent selection
values instead of automatic searching and displaying the results of the field
values available in the system. This change increases the overall performance of
the reference fields. The ref_search_on_click UX page property must be set
to true to enable this change.
Viewing Assign to me option
Users with the incident_read role can no longer view the Assign to me option for
an incident record.
Email component issues on SOW Incident
Email components are now accurately displayed for SOW Incident when the
email is selected from the activity stream, stacked view, or email template is
applied.
Resetting filter conditions
Filter conditions are now reset when switched from one related list to another
related list.
Saving interaction record loads recent tasks
When a new interaction record is created and saved, the sidebar now loads
record Information instead of recent Tasks.
Problem Management state transitions
Sections that are configured to be expanded now automatically expand when
you transition to a new state, without requiring a page reload.

Activation information
Service Operations Workspace for ITSM is active by default and its default version is 7.0
in Yokohama. When you upgrade from any previous release to Yokohama from the
ServiceNow Store, Service Operations Workspace for ITSM 7.0 is automatically installed.

Related ServiceNow applications and features

Change Management
Control the life cycle of a change and implement the change with minimum
disruption to IT services.
Incident Management
Enable users to identify IT issues and log incidents through the Incident
Management system. Efficiently track, classify, and prioritize incidents to work
effectively toward their resolution.
Interaction Management

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 Respond to an incoming chat, phone, walk-up, or messaging interaction
quickly by using an interaction that provides a centralized location for all
communication channels.
Notify
Provide support for SMS and voice channels on the platform to communicate
with your team and customers.
On-Call Scheduling
Identify available on-call members of a support group who can be contacted to
resolve an issue.
Password Reset
®
The ServiceNow Password Reset application enforces strong and secure
passwords by enabling end users to reset or change their passwords either by
using the self-service process or by requesting the assistance of a service desk
agent.
Predictive Intelligence
Use machine-learning algorithms to provide dynamic and contextual
recommendations for resolving an incident.
Problem Management
Identify the root cause of recurring incidents or a major incident to help prevent
them from happening again.
Recommended Actions for ITSM in Service Operations Workspace
Get field recommendations and guidance in the side panel for the incident form
in Service Operations Workspace.
Request Management
Initiate a catalog request flow from a different IT Service Management flow, such
as an incident flow, by using catalog requests.
Service Level Management
Access incident service level agreement (SLA) information on the Service
Operations Workspace for ITSM landing page and incident record page.
Service Operations Workspace for ITOM
Configure your operator experience through a unified interface for multiple
®
ServiceNow IT Operations Management workflows.
Walk-up Experience
Manage walk-up interactions and queues effortlessly by using Service
Operations Workspace for ITSM.

Service Portfolio Management release notes

®
The ServiceNow Service Portfolio Management application enables you to plan, design,
build, and implement your services, service offerings, and service portfolios. Service Portfolio
Management was enhanced and updated in the Yokohama release.

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 Service Portfolio Management highlights for the Yokohama release

• Use the added options to edit and manage your service portfolios.
◦ Add life cycle fields to the taxonomy node records of your portfolios to align with the
Common Service Data Model (CSDM).
◦ Added more flexibility to remap taxonomy nodes. You can move an entire branch of a
taxonomy from one portfolio to another, including the automatic move of its child nodes.
◦ Reparent taxonomy nodes when you move them to a new location in a portfolio.
You can also add a new taxonomy node in the middle of an existing portfolio, either
between two nodes or between a node and a service.
• Recognize the updated label for technical services.

See Service Portfolio Management for more information.

New in the Yokohama release

Edit and manage service portfolios in Service Portfolio Management

Use the updated options to edit and manage your service portfolios:

• Manage the CSDM life cycle fields in Service Portfolio Management

• Remap service portfolio taxonomy nodes in Service Portfolio Management

Use Service Portfolio Management services

Recognize the updated label for technical services. The updated label aligns
with the CSDM, version 5.0. Even though the table name hasn't changed, the
services label is updated in the Service Portfolio Management application and in
all ServiceNow applications or workspace environments that display services. The
label for service offerings remains the same for all releases: Service offering in the
[service_offering] table.

Updated label for technical services

Label in Xanadu and Label in Yokohama and

Table name
prior releases later releases

[cmdb_ci_service_technical] Technical Service Technology

Management Service

Activation information
The Service Portfolio Management Core plugin [com.snc.service_portfolio_core] is available
by default for IT Service Management licensed customers. For more information, see Activate
Service Portfolio Management .

Related ServiceNow applications and features

Configuration Management
Service Portfolio Management — Core adds the Service Offering table
[service_offering] to the CSDM.
Service Catalog

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 ®
Service Portfolio Management integrates with the ServiceNow Service Catalog
at the service offering level of the application. You can choose services from an
existing catalog as well as initiating 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.
Service Builder
®
ServiceNow Service Builder provides a guided walk-through to help service and
portfolio owners create and edit services and service offerings.
Digital Portfolio Management
®
Add ServiceNow Digital Portfolio Management (DPM) from the ServiceNow
Store to view all your Service Portfolio Management data in one centralized
place. If you transition to the standard service portfolio structure as described in
Service Portfolio Management portfolios , then you can use key performance
indicator (KPI) groups in DPM to report on services, nodes, and portfolio
performance.

ITSM Success Dashboard release notes

®
The ServiceNow ITSM Success Dashboard application provides insights into the IT leadership
team and process owners that they can use to measure the performance of their
®
ServiceNow IT Service Management ITSM implementation. ITSM Success Dashboard was
enhanced and updated in the Yokohama release.

ITSM Success Dashboard highlights for the Yokohama release

Experience the all new KPIs introduced for the Now Assist under Productivity moments per
user in ITSM Success Dashboard to understand the benefits of using Now Assist features like
Change Summarization, Change Risk Explanation, and Knowledge Article generation.

See ITSM Success Dashboard indicators for more information.

Important: ITSM Success Dashboard is available in the ServiceNow Store. For details,
see the "Activation information" section of these release notes.

New in the Yokohama release

• The all new KPIs Successful Change Summarization - Now Assist and Successful Change
Risk Explanation - Now Assist are added to the Productivity moments. These new
contributing indicators help you understand the benefits of using change summarization
and change risk explanation through Now Assist.
• The Key Performance Indicator (KPI) Knowledge Articles created using Now Assist is added
to Productivity moments. This primary indicator shows how many knowledge base articles
are created using Now Assist in a given period.

Activation information
Install ITSM Success Dashboard by requesting it from the ServiceNow Store. Visit the
ServiceNow Store website to view all the available apps and for information about
submitting requests to the store. For cumulative release notes information for all released
apps, see the ServiceNow Store version history release notes .

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 Related ServiceNow applications and features

Benchmarks
®
The ServiceNow Benchmarks application provides instant visibility into your key
performance indicators (KPIs) and trends, as well as comparative insight relative
to industry averages of your peers and to the industry top performers.
Performance Analytics (Indicator data sources)
®
The ServiceNow Performance Analytics application is an in-platform solution
that enables organizations to
• Create management dashboards
• Report on KPIs and metrics
• Answer key business questions
• Help increase quality
• Reduce the costs of service delivery

HR Success Dashboard indicators

HR Success Dashboard indicators provide performance insights to the HR
leadership team and process owners. You can measure the performance of the
HR implementation using the different KPIs.

Workforce Optimization for ITSM release notes

®
The ServiceNow Workforce Optimization for ITSM application enables you to manage and
maintain the productivity of your workforce from a single location. Workforce Optimization for
ITSM was enhanced and updated in the Yokohama release.

Workforce Optimization for ITSM highlights for the Yokohama release

When you upgrade to the Yokohama release, get the enhanced security features by
installing the new plugin.

See Workforce Optimization for ITSM for more information.

Important: Workforce Optimization for ITSM is available in the ServiceNow Store. For
details, see the "Activation information" section of these release notes.

Important information for upgrading Workforce Optimization for ITSM to

Yokohama

Enhanced security to access Workforce Optimization for ITSM

When you upgrade to the Yokohama release, you have the option to turn
on enhanced security for the Workforce Optimization for ITSM application. To
get the enhanced security, you must contact Now Support to install the ITSM
Enhanced Security Features plugin (com.snc.itsm.enhanced_security). After
you install the plugin, you need the roles listed here to access the respective
features.

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 Features in Workforce Optimization for ITSM Role required for each user

Skill review
• Skill review manager
(sn_wfo_skillreview.manager)
• Skill review user
(sn_wfo_skillreview.user)

Work scheduler
• Work scheduler admin
(sn_wfo_work_sched.admin)
• Work scheduler manager
(sn_wfo_work_sched.manager)

Applaud
• Applaud admin (sn_applaud.admin)
• Applaud user (sn_applaud.user)

Activation information
Install the Workforce Optimization for ITSM plugin (sn_wfo_cfg_itsm) by requesting it from
the ServiceNow Store. For details, see Activate Workforce Optimization for ITSM Visit
the ServiceNow Store website to view all the available apps and for information about
submitting requests to the store. For cumulative release notes information for all released
apps, see the ServiceNow Store version history release notes .

Related ServiceNow applications and features

Advanced Work Assignment

®
Use ServiceNow Advanced Work Assignment to assign work items
automatically to your agents by their availability, capacity, and skills.
Coaching
®
Use ServiceNow Coaching to monitor and improve the performance of your
employees. You can evaluate their skills and get them the training that they
need for skill growth.
Learning Posts
Empower your employees by providing them with learning when they need it by
using an omni-channel learning experience.
Performance Analytics (Indicator data sources)
®
Use ServiceNow Performance Analytics to create reports on Key Performance
Indicators (KPIs) to monitor and analyze metrics.
Predictive Intelligence
®
Use ServiceNow Predictive Intelligence to recommend the skills for agents that
are based on the work that they’ve completed.
Process Mining
Analyze business processes and optimize them quickly.
Service Operations Workspace for ITSM

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 Improve your ITSM agent experience and manage your IT fulfillment volume
more efficiently by using Service Operations Workspace. Manage your schedule
and complete training by using Workforce Optimization for ITSM in the Service
Operations Workspace.
Skills Management
Assess the skills that your organization needs, identify gaps, and plan for the
hiring and training of your teams.
Surveys
Create, send, and collect responses for basic surveys. If installed, you can also
®
use the Survey widget to set up a survey within the ServiceNow Service Portal.

Manufacturing Commercial Operations release notes

®
The ServiceNow Manufacturing Commercial Operations application enables you
to manage the end-to-end life cycle of your products, subscriptions, and services.
Manufacturing Commercial Operations was enhanced and updated in the Yokohama
release.

Manufacturing Commercial Operations highlights for the Yokohama release

• Capture invoice disputes or invoice lines within a single case to unify tracking and
resolution with the order-to-cash Case Management for Invoice Operations application.
• Manage and track the progress of the case by creating case tasks for team members, or
assigning case lines to agents.
• Generate quote PDFs that outline product and pricing details for customer review using
Quote PDF generation.
• Enable manufacturers, customers, suppliers, channels, and partners to connect and
track services directly between instances without configuring and maintaining custom
integrations.
• Enable B2B customers to configure products and place orders via an uptake of the Sales
and Order Management self-service order placement feature.
• Transform emails into interactions rather than cases with email interactions.

See Exploring Manufacturing Commercial Operations for more information.

Important: Manufacturing Commercial Operations is available in the ServiceNow

Store. For details, see the "Activation information" section of these release notes.

New in the Yokohama release

Capture invoice disputes on case lines with Invoice Exceptions

Capture invoice disputes in or invoice lines on a single case to unify tracking and
resolution, and streamline order exceptions by handling many changes per case
via case lines with order-to-cash Case Management for Invoice Operations
application.
Create quote PDFs from customer-approved quotes with integration with quote PDF
generation
Generate quote PDFs that outline product and pricing details for customer
review using quote PDF generation.
Support multiple line items on a case to track requests on the Business Portal

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 Capture and track requests for multiple items on the Business Portal. Case line
items, case tasks, and case line tasks all appear on the case page.
Enable copy of catalog items from Service Catalog to Remote Catalog in Service
Bridge
Eliminate duplication of effort in Remote Catalog creation and maintenance
by enabling the copy of standard portal catalog items to the Service Bridge
Remote Catalog, eliminating the need to manually recreate Service Catalog
items in the Service Bridge Remote Catalog.
View products from the catalog and place orders directly through the SOM self-service
portal
Enable B2B customers to configure products and place orders via an uptake of
the Sales and Order Management self-service order placement portal.

Activation information
Install Manufacturing applications by requesting them from the ServiceNow Store. For details
on installing the applications, see Configuring Manufacturing Commercial Operations . Visit
the ServiceNow Store website to view all the available apps and for information about
submitting requests to the store. For cumulative release notes information for all released
apps, see the ServiceNow Store version history release notes .

Related ServiceNow applications and features

Quote Management
Quote Management is an application used to create and manage product
and service quotes. In the context of Sales and Order Management, quotes can
be created from the Opportunity Management application or quotes can be
created separately, depending on your configuration.
Field Service Management
The ServiceNow Field Service Management application enables you to manage
work orders and related tasks, resources, skills, assets, and locations.
Service Bridge
®
ServiceNow Service Bridge connects multiple ServiceNow instances to provide
seamless support and service experiences across the ecosystem, from enterprise
customers to suppliers and system integrators. Service Bridge provides a
frictionless experience that makes it easy to collaborate and process requests
while giving users the convenience of working in their own ServiceNow instance
Strategic Portfolio Management
Align work with strategy to deliver products and services in a way that
supports your business goals and priorities. The ServiceNow Strategic Portfolio
Management (SPM) application enables you to use digital transformation to
drive customer value.

Mobile Platform release notes

®
The ServiceNow Mobile Platform application enables you to access your ServiceNow
instance from anywhere. Mobile Platform was enhanced and updated in the Yokohama
release.

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 Mobile Platform highlights for the Yokohama release

• Write and refine text with the Now Assist Context Menu.
• Use enhanced capabilities within the input form screen.

See Mobile Platform for more information.

New in the Yokohama release

Now Assist Context Menu

Write and edit text natively from within your mobile app using the Now Assist
Context Menu. Refine your selected text by asking Now Assist to shorten it, make
it more elaborate, or change the tone, and so on. Now Assist Context Menu is
supported for the Task Summarization skill for input form screens.
Single instance login
Customers with a single instance can bypass the instance selection page
and navigate users directly to the login screen. This process shortens the login
process.
Display a customized page before user login
Configure your own branded landing page to appear before users log in to
their ServiceNow mobile apps. The branded landing page can contain a login
button or deep link that redirects users to an area of a ServiceNow mobile app.
For example, a municipality can add a button to open a ticket, which navigates
®
the user to complete a record in the Now Mobile app.

This feature is available to customers using a single instance, and is supported for
both Mobile Publishing apps.
Define attachment sources available to users
Control the types of attachments used from a phone's gallery, camera, or file
system. This capability confirms that images can’t be reused or are AI-generated
images. This feature is supported for all attachment locations, including: activity
stream, functions with type “attachment”, input form screen with field type
“attachment”, Mobile App Bridge, and Cabrillo JS uploads.
Add annotations to uploaded images
Edit and annotate uploaded images within ServiceNow mobile apps. Markup
options include adding text, drawing, and highlighting areas. This feature is
supported for all attachment locations, including: activity stream, functions with
type “attachments”, input form screen with field type “attachment”, Mobile App
Bridge, and Cabrillo JS uploads.
Mobile App Builder live mobile previews
See your mobile content change in real-time with live previews for most mobile
components. The mobile interface changes according to what component
you have selected, and updates when you add, change, or remove UI-based
elements.

UI changes

Mobile App Builder

Use the following enhancements added to Mobile App Builder:

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 • Live component preview enables admins to view their mobile app changes in
real-time.
• Use Mobile App Builder to transform your web forms into native mobile
experiences with the guided flow when you create a new mobile record
screen.
• The right-hand panel is now visible when a record is opened in a preview
browser tab.
• Component recommendations available for additional record types.

Changed in this release

Input form screen enhancement and changes

Use the following enhancements added to the input form screen:
• Selecting input values directly within the input form screen, either from a list
or from a group of chips. Now users don’t need to navigate to a separate
dedicated screen for value selection, when using the inline choice chips
layout. You can also define the number of input values to display on an input
form screen section.
• Ability to add images, plain text, and rich text within specific inputs. These
added descriptive elements provide more context to your users and give a
clearer idea of what is required for certain inputs. For example, an image can
accompany a checklist to ensure that a piece of hardware is wired correctly.
• Provide users with the ability to perform actions in relation to the displayed
input parameter, while working directly on an input form screen. The available
actions are: navigate to another screen, add an attachment from the gallery
or camera, and add a comment to a field. Users submit these added actions
either when saving their progress or completing the input form screen.
• Save input form screen data before it's submitted. Users with access to the
same record can see each other's changes either when saving their progress
or completing the input form screen.
• Interact and switch between other navigation tabs while also working on the
input form screen.
• Sections are no longer displayed if they don’t contain any input fields.

Additional number attributes for input form screens

Use the following number attributes in your input form screens:
• Use the CustomErrorMessage attribute to specify an error message when a UI
rule condition is met.
• Use the SkipValidationWhenHidden attribute to skip validation on hidden
inputs.

Enable barcode scanning with an external scanner

Configure barcode scanning with an external scanner without denying access
to the camera for the entire mobile app.
Mobile Publishing enhancements and changes

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 • Enabled Android deep links for multiple instances.
• Enhanced validation for transparent images used in branded apps.
• Support for public-facing screens in branded mobile apps. Admins can
configure URLs that link to public-facing web pages. These web pages are
displayed to end users without needing to log in to the mobile app.

Activation information
®
ServiceNow mobile Mobile Platform is a Now Platform feature that is active by default.

Accessibility information
The following accessibility updates are available in Mobile Card Builder:
• Updated alternative text on key images to better support users who rely on screen readers.
• Enhanced the focus indicator on the Mobile Card Builder home page to improve
navigation for users relying on keyboards or Assistive Technology (AT).
• Improved accessible names to provide clear and descriptive labels for interactive
elements to support screen readers and other AT.

Now Assist release notes

Now Assist product enhancements and updates in the Yokohama release.

Now Assist brings generative AI capabilities to the Now Platform. With Now Assist, you can
improve the productivity and efficiency in your organization, deliver better self-service,
recommend actions and provide answers, and empower your users to search more
effectively.

AI Governance release notes

®
The ServiceNow AI Governance application provides a centralized workspace for AI
Stewards to manage and monitor AI within the enterprise. The AI Inventory, based on a
®
unified AI asset data model on the Now Platform along with associated governance
business processes are available in this workspace. The AI Governance is a new application
in the Yokohama release.

Important: AI Governance is available in the ServiceNow Store. For details, see the
"Activation information" section of these release notes.

AI Governance highlights for the Yokohama release

• ◦ Create an AI Steward role.

◦ Use the AI Asset inventory to catalog AI related artifacts.
◦ Use the AI Skills Approvals to review and approval flows.
◦ Create a AI Governance Workspace.

AI Governance features

AI Governance

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 • AI Steward role - Facilitate and coordinate governance activities between
innovation, legal, security, risk and compliance teams.
• AI Asset inventory - Unified data model on the Now Platform to catalog AI
Model, datasets, prompts, and other related artifacts including Now Assist and
AI leveraging Generative AI Controller.
• AI Skills Approvals - Review and approval flows for Now Assist Skills and other
related assets like AI Models and AI datasets deployed through Now Assist or
Generative AI Controller.
• AI Governance Workspace - Intuitive workspace to surface governance tasks,
reports, inventory, and insights.

Activation information
The AI Governance application is installed as part of the Generative AI Controller.

Browser requirements
The AI Governance application supports all the browsers.

Accessibility information
The AI Governance application supports all the platform accessibility features.

Localization information
The AI Governance application is localized.

Now Assist release notes

®
The ServiceNow Now Assist experience brings generative AI to your organization. You can
improve productivity and efficiency by delivering better self-service, recommending actions,
delivering answers, and providing your users with AI Search. Now Assist was enhanced and
updated in the Yokohama release.

Now Assist highlights for the Yokohama release

• Customize ServiceNow skills with new prompts or providers in Now Assist Skill Kit to suit your
specific business needs.
• Give users the option to use voice to interact with the Now Assist panel by enabling the
Voice Input setting.
• Experience the new Conversational Q&A option in the Now Assist panel to achieve
enhanced and accurate query resolution.
• Generate a record summary, share or copy the summary, and provide feedback by using
the Summarize option in the Now Assist context menu.
• Customize and choose between the casual, formal, or sympathetic tone by using the Now
Assist context menu.

See Now Assist for more information.

For more Platform Now Assist feature release notes, see the following topics:
• AI Search release notes
• Document Intelligence release notes

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 • Now Assist Skill Kit release notes
•

Important: After purchasing a generative AI product, you can install it from

ServiceNow Store. For details, see the "Activation information" section of these release
notes.

Important information for upgrading Now Assist to Yokohama

If you customized UI actions or other items that are associated with Now Assist skills, ensure
that your customized code is updated with the new skill releases. Otherwise, certain functions
may not work as expected.

If you run into issues when you're upgrading a Now Assist product, see KB1637452: Issues and
mitigation for Now Assist (Generative AI) Applications and Plugin updates . You may need to
log in to view the article.

New in the Yokohama release

Customize ServiceNow skills in Now Assist Skill Kit to tailor skills to meet your specific
business requirements.
Clone the skills provided by ServiceNow in Now Assist applications by using the
Now Assist Skill Kit so that you can edit the prompt or change the AI service
provider. By editing the prompt, you can choose the additional inputs to be
considered by the large language model (LLM) and arrange the formatting and
content of the LLM response. After the skill is edited, you can activate the edited
skill in the Now Assist Admin console to enable it.
Enable voice input for Now Assist panel.
Enable the Voice Input setting for the Now Assist panel in the Now Assist Admin
console. This setting gives users a voice-to-text input option to access the skills in
the Now Assist panel in any supported language. After it is enabled, the option is
available in individual user accessibility preferences.
Set your data overflow processing preferences to control your data
Set your data overflow processing preferences to control your data. By default,
all Now Assist network traffic is managed within ServiceNow datacenters, but
during periods of high traffic, the traffic is bursted to Microsoft Azure datacenters.
You can choose whether you want to opt out of cloud bursting from the Now
Assist Admin console data overflow processing settings.
Use multi-turn Q&A in the Now Assist panel
Ask questions and get relevant answers directly in the Now Assist panel. The
system remembers your previous questions for easy follow-ups and pulls answers
from multiple sources to give the best results. You can select the source name in
the response to access the full knowledge article for more details.
Use dashboard and visualization export in the Now Assist panel
Export Platform Analytics dashboards and data visualizations through
conversations. You can select from several output formats, and download or
email the files.
Summarize with Now Assist context menu
Generate summaries by using the Now Assist context menu for Core UI and
Workspace. You can also expand or collapse the summary card, regenerate
summary, copy and share the summary, or provide feedback.

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 Email recommendations by Now Assist context menu
Select and choose the tone of your content with the change tone feature. You
can select from the casual, formal, or sympathetic tone.

UI changes

Now Assist data sharing opt-out moved to Data sharing and processing tab.
The opt-out button in the data sharing card from the Now Assist Admin Account
page has moved to the Settings page on the Data sharing and processing tab.
Now Assist context menu

The new Now Assist context menu icon ( ) was updated with an enhanced
animation.

Changed in this release

Email recommendation
The Seismic email client is enabled by default on Core UI with the activation
of Email recommendation . This client provides the Generative AI application
features for creating email responses, draft management, and template
management.
Now Assist panel response
With the carousel experience removed, the Now Assist panel now generates a
synthesized response for any user inquiry. This response includes content from
knowledge articles, flows & actions, skills, and links to those articles, instead of just
Now Assist panel skills.

Activation information
Now Assist features are available with activation of any Now Assist plugin from ServiceNow
Store. The following plugins are available:
• Now Assist for Accounts Payable Operations (APO)
• Now Assist for Configuration Management Database (CMDB)
• Now Assist for Creator
• Now Assist for Customer Service Management (CSM)
• Now Assist for Enterprise Architecture (EA)
• Now Assist for Field Service Management (FSM)
• Now Assist for Financial Services Operations (FSO)
• Now Assist for Health and Safety
• Now Assist for HR Service Delivery (HRSD)
• Now Assist for Integrated Risk Management (IRM)
• Now Assist for IT Operations Management (ITOM)
• Now Assist for IT Service Management (ITSM)
• Now Assist for Legal Service Delivery (LSD)
• Now Assist for Public Sector Digital Services (PSDS)
• Now Assist for Security Incident Response
• Now Assist for Service Graph Connectors (SGC)
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 • Now Assist for Software Asset Management (SAM)
• Now Assist for Supplier Lifecycle Operations (SLO)
• Now Assist for Sourcing and Procurement Operations (SPO)
• Now Assist for Strategic Portfolio Management (SPM)
• Now Assist for Telecommunications, Media and Technology (TMT)
• Now Assist for Workplace Service Delivery (WSD)

Additional requirements
The Next Experience UI Framework must be enabled before you can use the Now Assist
panel.

Browser requirements
Now Assist supports various browsers, including Google Chrome and Microsoft Edge. Now
Assist isn’t supported in Microsoft Internet Explorer.

Accessibility information
Voice Input for Now Assist
Administrators can enable an optional voice input setting for the Now Assist
panel in the Now Assist Admin console. This feature gives users a voice-to-
text input option to access the Now Assist skills in the panel in any supported
language. For more information, see Enable voice input for Now Assist panel .

Once enabled, the Enable voice input for the Now Assist panel option will
be available in individual user accessibility preferences. See Configure Next
Experience accessibility preferences for more information.

Voice-to-text input can help users with mobility impairments access generative
AI skills without using a keyboard. This feature can also be useful to blind or low-
vision users, neurodivergent users, non-native language speakers, or mobile users
on the go, such as field service agents.

Localization information
Now Assist supports Dynamic Translation for Yokohama.

Related ServiceNow applications and features

Agent Chat
®
ServiceNow Agent Chat provides various features that agents and requesters
can use to streamline the agent and end-user chat experience. Agent Chat also
provides features that managers can use to monitor and assist agents.
AI Search
®
The ServiceNow AI Search application provides a consumer-grade search
engine for Service Portal, Now Mobile, and Virtual Agent. Intelligent query
features help you quickly find the answers you need.
Document Intelligence
®
The ServiceNow Document Intelligence (DocIntel) application is an artificial
intelligence (AI) solution that enables any organization to automate and

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 accelerate the process of extracting data from documents. That data can easily
be integrated into larger automation workflows to save time and resources.
Dynamic Translation
®
The ServiceNow Dynamic Translation application enables you to dynamically
translate text entered in an application or in a chat window for a seamless
localization experience.
Generative AI Controller
®
The ServiceNow Generative AI Controller lets you integrate third-party large
language models (LLMs) with your workflows.
Knowledge Management
®
The ServiceNow Knowledge Management application enables the sharing
of information in knowledge bases. These knowledge bases contain articles
that provide users with information such as self-help, troubleshooting, and task
resolution.
Workspace UI
®
ServiceNow Workspace is a graphical user interface that puts multiple tools
on one page, including the tools that agents use to find, research, and resolve
issues.

Now Assist in AI Search release notes

®
The ServiceNow Now Assist in AI Search application combines the power of search with
the Now LLM Service generative AI model to provide actionable AI-generated or AI-
selected answers in user searches. Now Assist in AI Search was enhanced and updated in the
Yokohama release.

Now Assist in AI Search highlights for the Yokohama release

Improve incident deflection for portal users by configuring record producers to display
actionable and relevant Genius Results suggestions during submission of cases, incidents,
problems, and similar tasks.

See Now Assist in AI Search for more information.

Important: Now Assist in AI Search is available in the ServiceNow Store. For details, see
the "Activation information" section of these release notes.

Activation information
Now Assist in AI Search is installed when you install any of the following licensed applications
from the ServiceNow Store.
• Now Assist for Accounts Payable Operations (APO)
• Now Assist for Configuration Management Database (CMDB)
• Now Assist for Customer Service Management (CSM)
• Now Assist for Field Service Management (FSM)
• Now Assist for Financial Services Operations (FSO)
• Now Assist for Health and Safety
• Now Assist for HR Service Delivery (HRSD)
• Now Assist for IT Operations Management (ITOM)
• Now Assist for IT Service Management (ITSM)
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 • Now Assist for Legal Service Delivery (LSD)
• Now Assist for Public Sector Digital Services (PSDS)
• Now Assist for Security Incident Response
• Now Assist for Service Graph Connectors (SGC)
• Now Assist for Sourcing and Procurement Operations (SPO)
• Now Assist for Strategic Portfolio Management (SPM)
• Now Assist for Supplier Lifecycle Operations (SLO)
• Now Assist for Telecommunications, Media and Technology (TMT)

Visit the ServiceNow Store website to view all the available apps and for information about
submitting requests to the store. For cumulative release notes information for all released
apps, see the ServiceNow Store version history release notes .

Browser requirements
Now Assist in AI Search supports various browsers, including Google Chrome and Microsoft
Edge. For more information, see Browser support.

Localization information

Now Assist in AI Search supports Dynamic Translation in Now Assist Genius Results. For details,
see Dynamic Translation for Now Assist Q&A Genius Results and Dynamic Translation for
Now Assist Actions Genius Results .

Related ServiceNow applications and features

Now Assist
ServiceNow Now Assist uses generative AI that is designed to enhance user
productivity and efficiency through conversation and proactive experiences.
AI Search
The ServiceNow AI Search application provides a consumer-grade search
®
engine for ServiceNow Service Portal, ServiceNow Now Mobile , and
ServiceNow Virtual Agent. Intelligent query features help you quickly find the
answers you need.

Now Assist for Creator release notes

®
The ServiceNow Now Assist for Creator application includes generative AI skills that can
make developing on the Now Platform more efficient. Now Assist for Creator was enhanced
and updated in the Yokohama release.

Now Assist for Creator highlights for the Yokohama release

• Enable your users to create applications by using the Now Assist for app generation skill
even if they don't have the admin role.
• Use the improved application preview before generating an application by using the Now
Assist for app generation skill.
• Enable your RPA Desktop Design Studio users to create and edit automations and
activities, and extend automation logic flow with Now Assist for RPA Hub.
• Enable your ServiceNow Studio users to generate a summary of an app.

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 • Use the Quick Actions button in the Now Assist for Code enabled script editor to edit code
and add comments.

• Use the prompt modal in inline or floating mode with Now Assist for Code.

See Now Assist for Creator for more information.

Important: Now Assist for Creator is available in ServiceNow Store. For details, see the
"Activation information" section of these release notes.

New in the Yokohama release

Create applications in ServiceNow Studio by using Now Assist with the guided app
creator role
Enable your users with the guided app creator role (in addition to users with the
admin role) to create applications with the Now Assist for app generation skill.
Create and edit automations and activities and extend automation logic flow in RPA
Desktop Design Studio by using Now Assist

Use the Robotic Process Automation (RPA) bot generation skill in RPA Desktop
Design Studio to create and edit automations and activities through short
text instructions and preview options. This feature helps you to accelerate
automation development because new and existing users can develop and
build faster automations.

Enhance the automation logic by using the Build automation option, starting
from components or from an empty design surface that is based on text
instructions.
Summarize an app in ServiceNow Studio
Use the new Now Assist for app summary generation skill to quickly generate a
summary of an app. You can then copy the summary to the app description,
and use the summaries to find duplicate or redundant apps.

UI changes
Find files faster when previewing an application in the Now Assist for app generation
skill
Filter the app files list and narrow the search when previewing an application
that is created with the Now Assist for app generation skill.
Enhanced visibility of apps created by the Now Assist for app generation skill
On the ServiceNow Studio home page, apps that are generated by AI display
the AI indicator.

Changed in this release

More easily identify changes when previewing and updating applications

When previewing an application, any requested changes made by the Now
Assist for app generation skill are listed when the preview pane loads.
Edit applications without having to change the scope manually
When editing applications, the Now Assist for app generation skill now changes
the scope that you’re working in to the scope of the application automatically.
More easily query Analytics Generation
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 Analytics Generation now uses a semantic filter instead of Natural Language
Query (NLQ), resulting in less rigid requirements for queries.

Activation information
Install Now Assist for Creator by requesting it from ServiceNow Store. Visit the ServiceNow
Store website to view all the available apps and for information about submitting requests
to the store. For cumulative release notes information for all released apps, see the
ServiceNow Store version history release notes .

Related ServiceNow applications and features

App Engine Studio

®
ServiceNow App Engine Studio (AES) is a development tool for creators of
varying skill levels to build applications that meet the immediate needs of your
organization.
Integration Hub
®
Automate integration tasks using ServiceNow components for ServiceNow
Workflow Studio, or develop custom integrations. A separate subscription is
required.
Integration Hub available spokes
Activate spokes to enhance your Workflow Studio experience with integration-
specific content. Use prebuilt flows and actions to automate your integrations or
create your own integration automation.
MID Server
The Management, Instrumentation, and Discovery (MID) Server is a Java
application that runs as a Windows service or UNIX daemon on a server in your
®
local network. The ServiceNow MID Server enables communication and the
movement of data between a ServiceNow instance and external applications,
data sources, and services.
Now Assist
Use AI recommendations to select the next component in your flow. The system
generates recommendations based on the current position in the flow and the
flow component names listed before.
Process Automation Designer
®
ServiceNow Playbooks enables process owners to author cross-enterprise
workflows and create a single, unified process. You can also use Playbooks to
provide end users with a simplified, task-oriented view of your process.
Robotic Process Automation (RPA) Hub
®
Use the ServiceNow Robotic Process Automation (RPA) Hub to enable end-
to-end automation for your organization. With a combination of UI interactions,
element-based automations, and APIs that interact between the various
business applications, you can emulate user actions and eliminate mundane
and repetitive human activities.

Now Assist for Customer Service Management (CSM) release notes

®
The ServiceNow Now Assist for CSM application brings generative AI to Customer Service
Management (CSM). You can improve productivity and efficiency by delivering better self-
service, recommending actions, and delivering answers. Now Assist for CSM was enhanced
and updated in the Yokohama release.

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 Now Assist for CSM highlights for the Yokohama release

• Use the Now LLM scheduling assistance when booking an appointment through Virtual
Agent. You can use this scheduling assistance to schedule, reschedule, and cancel an
appointment.
• Help requesters find solutions by using genius results to reduce the number of cases
created and decrease the effort needed by agents to close them.
• Use the Now Assist panel global skill search to ask questions and fetch answers from
knowledge articles.

See Now Assist for Customer Service Management (CSM) for more information.

Important: Now Assist for CSM is available in ServiceNow Store. For details, see the
"Activation information" section of these release notes.

New in the Yokohama release

Conversational search in Now Assist panel with results from knowledge base articles
Ask questions directly within the Now Assist panel. If the answer is found in the
knowledge bases (KBs), the answer is shown with the source information. If the
answer isn't available in the KB search, you’re redirected to the global search
experience for further assistance.
Now Assist in Virtual Agent-Scheduling Assistant via GenAI
Use the enhanced scheduling assistant with Now LLM capabilities to make it
more conversational, enabling users to easily schedule, reschedule, and cancel
appointments.
Now Assist in portal case form
Guide requesters through a self-service flow to find solutions to their problems by
using genius results. You can reduce the number of cases created and decrease
the effort required by your agents to close open cases.

Changed in this release

Email reply recommendations enhancements

Refined the AI-generated reply recommendation to create the best response for
users by applying tone changes in the Now Assist context menu. Additional tone
options, including casual, formal, and sympathetic, are available.
Chat reply recommendation enhancements
Added the chat reply recommendation enhancements to respond in a
conversational tone and get feature parity in the Now Assist Admin console:
• Refined the AI-generated reply recommendation to create the best answer
for your users by applying tone changes in the Now Assist context menu.
Additional tone options, including casual, formal, and sympathetic, are
available.
• Added parity with the chat summarization Now Assist Admin console
capabilities. The Now Assist Admin console can specify the portal and
channels for chat reply recommendations and assign additional support roles.

Case summarization enhancement

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 Detailed feedback option is now available for negative feedback in the
generated case summary.

Activation information
Now Assist features are available with activation of the Now Assist for CSM plugin. For more
information, see Install Now Assist plugins .

Starting with Vancouver Patch 4, Now Assist for CSM is supported.

Additional requirements
The Now Assist for CSM application requires a Customer Service Management Pro Plus or
Enterprise Plus license.

Related ServiceNow applications and features

Now Assist
Help improve the productivity and efficiency in your organization, deliver better
self-service, recommend actions, provide answers, and empower your users to
search more effectively.
Now Assist Admin console
Use the Now Assist Admin console to provide you with quick and easy access to
the important information that you need to set up, configure, and monitor Now
Assist applications and features.
Now Assist panel
Use this conversational interface in CSM Configurable Workspace to summarize
a chat, a case, or resolution notes so that you can get the context of this
information more quickly.
Now Assist skills
Use the Now Assist products to provide generative AI skills to meet the needs
of users in different workflows, including case or incident summarization, chat
summarization, resolution notes generation, and code generation.

Now Assist in Document Intelligence release notes

®
The ServiceNow Now Assist in Document Intelligence application uses generative AI to
extract information from documents and provide answers to predefined questions. Now Assist
in Document Intelligence was enhanced and updated in the Yokohama release.

Now Assist in Document Intelligence highlights for the Yokohama release

• Speed up your document processing workflows and quickly extract the text and tables
from your documents by using Now Assist.
• Save time looking for the information that you need in a document and quickly find the
answers to predefined questions by using Now Assist.

See Now Assist in Document Intelligence for more information.

Important: Now Assist in Document Intelligence is available in ServiceNow Store. For

details, see the "Activation information" section of these release notes.

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 New in the Now Assist in Document Intelligence release

Document extraction
Extract data from documents by using large language models (LLMs) to provide
recommended field values.
Document Q&A
Use generative AI to find the answers to predefined questions in a document.
Setting up use cases for Now Assist in Document Intelligence
Set up Document Intelligence use cases to enable agents to use the document
extraction and document Q&A skills.

Activation information
Now Assist features are available with activation of any Now Assist plugin from ServiceNow
Store. The following plugins are available:
• Now Assist for Accounts Payable Operations (APO)
• Now Assist for Configuration Management Database (CMDB)
• Now Assist for Creator
• Now Assist for Customer Service Management (CSM)
• Now Assist for Enterprise Architecture (EA)
• Now Assist for Field Service Management (FSM)
• Now Assist for Financial Services Operations (FSO)
• Now Assist for Health and Safety
• Now Assist for HR Service Delivery (HRSD)
• Now Assist for Integrated Risk Management (IRM)
• Now Assist for IT Operations Management (ITOM)
• Now Assist for IT Service Management (ITSM)
• Now Assist for Legal Service Delivery (LSD)
• Now Assist for Public Sector Digital Services (PSDS)
• Now Assist for Security Incident Response
• Now Assist for Service Graph Connectors (SGC)
• Now Assist for Software Asset Management (SAM)
• Now Assist for Supplier Lifecycle Operations (SLO)
• Now Assist for Sourcing and Procurement Operations (SPO)
• Now Assist for Strategic Portfolio Management (SPM)
• Now Assist for Telecommunications, Media and Technology (TMT)
• Now Assist for Workplace Service Delivery (WSD)

For more information, see Configuring Now Assist in Document Intelligence .

Additional requirements
Now Assist in Document Intelligence requires the Document Intelligence application
(sn_docintel) and a license for at least one Now Assist product.
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 Related ServiceNow applications and features

Document Intelligence
Use Document Intelligence to streamline the extraction and classification of
data from a variety of documents. Document Intelligence is designed to work
with existing automated systems, making operations more efficient and saving
effort.
Now Assist
Improve the productivity and efficiency in your organization, deliver better
self-service, recommend actions, provide answers, and empower your users to
search more effectively.
Now Assist Skill Kit
Use the generative AI skills in Now Assist products to meet the needs of
users in different workflows, including case or incident summarization, chat
summarization, resolution notes generation, and code generation.
Now Assist in Contract Management
Use Now Assist in Contract Management to analyze contracts for non-
standard and missing clauses, and extract information from signed contracts to
automatically add in the contract repository.

Now Assist for Enterprise Architecture (EA) release notes

®
The ServiceNow Now Assist for Enterprise Architecture (EA) application introduces
generative AI skills into the Enterprise Architecture Workspace. You can summarize
Architectural Decision Records (ADR) in the Enterprise Architecture Workspace. Now Assist for
Enterprise Architecture (EA) is a new application in the Yokohama release.

Now Assist for Enterprise Architecture (EA) highlights for the Yokohama release

• Generate a summary of Architectural Decision Records (ADR) in the Enterprise Architecture

Workspace.
• Request a business application or a digital integration using the Now Assist in Virtual Agent.

See Now Assist for Enterprise Architecture (EA) for more information.

Important: Now Assist for Enterprise Architecture (EA) is available in the ServiceNow
Store. For details, see the "Activation information" section of these release notes.

Now Assist for Enterprise Architecture (EA) features

Now Assist for Enterprise Architecture (EA)

®
• Use the ServiceNow Now Assist for Enterprise Architecture (EA) application to
summarize Architectural Decision Records (ADR) in the Enterprise Architecture
Workspace. Use the Architectural Decision Records (ADR) to explain your
infrastructure. ADR is a type of artifact that helps you to understand the
background of a specific architectural decision.
• Register a business application and a digital integration with an interactive
generative AI experience using the Now Assist in Virtual Agent. For more
information, see Now Assist for Enterprise Architecture (EA) .

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Activation information
Now Assist features are available with activation of the Now Assist for Enterprise Architecture
(EA) plugin. The Now Assist for Enterprise Architecture (EA) application requires an Enterprise
Architecture Pro plus license. For more information, see Install Now Assist plugins .

Related ServiceNow applications and features

Now Assist
Help improve productivity and efficiency in your organization, deliver better
self-service, recommend actions, provide answers, and empower your users to
search more effectively.
Now Assist Admin console
The Now Assist Admin console provides you with quick and easy access to the
important information that you must set up, configure, and monitor in Now Assist
applications and features.
Now Assist panel
Use the Now Assist panel to interact with and get assistance from generative AI.
Now Assist skills
Now Assist products provide generative AI skills that are tailored to meet the
needs of users in different workflows, including content summarization in Docs.

Now Assist for Financial Services Operations (FSO) release notes

®
The ServiceNow Now Assist for Financial Services Operations (FSO) application brings
generative AI to Financial Services Operations. Create summaries from case records so
that agents can quickly view the key details. Use generative AI skills and Virtual Agent to
automate questionnaire intake from your customers and create card dispute cases. Now
Assist for FSO was enhanced and updated in the Yokohama release.

Now Assist for FSO highlights for the Yokohama release

• Streamline the card dispute submission process for cardholders with the introduction of the
dispute intake flow by using Now Assist in Virtual Agent.
• Use a conversational, natural language interface that makes data collection more
engaging and less tedious compared to a traditional form.
• Increase efficiency by inferring information from the customer’s responses in the
conversation.

See Now Assist for Financial Services Operations (FSO) for more information.

Important: Now Assist for FSO is available in ServiceNow Store. For details, see the
"Activation information" section of these release notes.

New in the Yokohama release

Disputes intake via Virtual Agent

Provide an intuitive dialogue-based channel experience for your customers
to submit details on a dispute case. Dispute intake via Virtual Agent leverages
questions that are required by the card processing networks. Now LLM rephrases
these questions in a conversational format and infers the answers for the
unanswered questions from customer responses.

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 Activation information

Install Now Assist for FSO by requesting it from ServiceNow Store. Visit the ServiceNow Store
website to view all the available apps and for information about submitting requests to the
store. For cumulative release notes information for all released apps, see the ServiceNow
Store version history release notes .

Additional requirements
The Now Assist for FSO application requires a Financial Services Operations Professional Plus or
Enterprise Plus license.

Related ServiceNow applications and features

Now Assist
®
The ServiceNow Now Assist application uses generative AI that is designed to
enhance user productivity and efficiency through conversation and proactive
experiences.
Now Assist in Virtual Agent
®
The ServiceNow Now Assist in Virtual Agent enhances productivity and
empowers customers with a self-service interface for submitting a card dispute.

Now Assist for HR Service Delivery (HRSD) release notes

®
The ServiceNow Now Assist for HR Service Delivery (HRSD) application enables agents
to summarize case information, generate resolution notes, and summarize the chat
information for an interaction. Your agents can understand the chat and case context and
propose quicker resolutions to your customers. Now Assist for HR Service Delivery (HRSD) was
enhanced and updated in the Yokohama release.

Now Assist for HR Service Delivery (HRSD) highlights for the Yokohama release

• Use the new Virtual Agent topics to place employee requests in the Human Capital
Management (HCM) system.
• Use Knowledge Graph to create personalized knowledge models in the form of
Knowledge Graph schemas.
• Create Journey Accelerator plans by using Now Assist for HRSD in Journey designer.

See Now Assist for HR Service Delivery (HRSD) for more information.

Important: Now Assist for HRSD is available in the ServiceNow Store. For details, see
the "Activation information" section of these release notes.

New in the Yokohama release

Now Assist for HRSD Virtual Agent topics

Use the Now Assist for HR Service Delivery (HRSD) Virtual Agent topics to place
employee requests in the HCM system. Examples of requests are when an
employee requests time off or updates their personal details.
Use Knowledge Graph in Now Assist for HRSD
Create and manage personalized knowledge models as Knowledge Graph
schemas that are represented as nodes, edges, and their properties. Virtual

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 Agent uses the assigned Knowledge Graph schema to resolve employee
requests and queries.
Create a journey using Now Assist
Create Journey Accelerator plans by entering prompts to Virtual Agent without
having to manually create lists and forms.

Activation information

Install Now Assist for HRSD by requesting it from ServiceNow Store. Visit the ServiceNow Store
website to view all the available apps and for information about submitting requests to the
store. For cumulative release notes information for all released apps, see the ServiceNow
Store version history release notes .

Related ServiceNow applications and features

Agent Workspace for HR Case Management (Configurable)

The Agent Workspace for HR Case Management application enables you to
interact with employees, respond to inquiries, and resolve issues quickly.
Journey designer
The Journey designer application enables managers and employees to create
and track journeys. Journeys include transition plans, such as promotions,
offboarding, onboarding, and role changes for employees.

Now Assist for IT Service Management (ITSM) release notes

®
The ServiceNow Now Assist for IT Service Management (ITSM) application brings generative
AI to IT Service Management. Now Assist for IT Service Management (ITSM) was enhanced
and updated in the Yokohama release.

Now Assist for IT Service Management (ITSM) highlights for the Yokohama
release

• Manage change risk explanations effectively by copying an existing change risk

explanation skill and configuring it for your business needs.
• Deflect IT issues in the ServiceNow portal with AI-powered solutions.
• Automatically generate email reply recommendations.
• View a summary of incidents and change requests in an intuitive summarization interface.
• Track the status of common IT-related tasks by using the Now Assist application.

See Now Assist for IT Service Management (ITSM) for more information.

Important: Now Assist for IT Service Management (ITSM) is available in the ServiceNow
Store. For details, see the "Activation information" section of these release notes.

New in the Yokohama release

Using self service to deflect incidents in a ServiceNow portal by using Now Assist for IT
Service Management (ITSM)
Designed to reduce the number of incidents to be resolved by deflecting issues
with self-service.
Customizing a Now Assist for IT Service Management (ITSM) change risk skill

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 Efficiently explain the risk of a change request by adding custom input fields to
the following input tables:
• Change request
• Past similar change request
• Incident caused by change

Refining a change risk explanation response

Refine the explanation to a change risk by shortening or lengthening a response
by using Now Assist for IT Service Management (ITSM).
Risk Assessment as input to calculate a change risk
Use risk assessment values as an input to explain the risk of a change request.
Generating email reply recommendations by using Now Assist for IT Service Management
(ITSM)
Get recommendations for email responses that agents can review and send to
users. Agents can also get email template and content edit recommendations
from Now Assist for IT Service Management (ITSM).
Monitoring task status using pre-built LLM topics with Now Assist in ITSM Virtual Agent
Copy and customize an ITSM Virtual Agent core ITSM topic template to track the
status of a task by using Now Assist in ITSM Virtual Agent.

UI changes

New look and feel for the display of incident and change request summarizations
Get the summary of an incident or a change request by using the new and
more intuitive summarization user interface. The new interface is available in
Service Operations Workspace and in the Core UI.

Changed in this release

System property to display knowledge article templates

Display knowledge article templates that you can use to create articles by using
a system property. In earlier releases, the templates were displayed by default.

Activation information

Install Now Assist for ITSM by requesting it from ServiceNow Store. Visit the ServiceNow Store
website to view all the available apps and for information about submitting requests to the
store. For cumulative release notes information for all released apps, see the ServiceNow
Store version history release notes .

Additional requirements
The Now Assist for ITSM application requires an IT Service Management Pro Plus or Enterprise
Plus license.

Related ServiceNow applications and features

Now Assist
Help improve the productivity and efficiency in your organization, deliver better
self-service, recommend actions, provide answers, and empower your users to
search more effectively.
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 Now Assist Admin console
Use the Now Assist Admin console to provide you with quick and easy access to
the important information that you need to set up, configure, and monitor Now
Assist applications and features.
Now Assist panel
Use this conversational interface in Service Operations Workspace to summarize
a chat, an incident, or resolution notes so that you can get the context of this
information more quickly.
Now Assist skills
Use the Now Assist products to provide generative AI skills to meet the needs
of users in different workflows, including case or incident summarization, chat
summarization, resolution notes generation, and code generation.

Now Assist for Security Incident Response release notes

®
The ServiceNow Now Assist for Security Incident Response application can help security
analysts resolve security incidents faster with intelligent workflows and generative AI skills. Now
Assist for Security Incident Response was enhanced and updated in the Yokohama release.

Now Assist for Security Incident Response highlights for the Yokohama release

• Can help expedite the triaging of security incidents with long activity streams by reviewing
work notes and contextual information quickly in a concise, easy-to-read format.
• Automatically generate closure (Resolution) notes for security incidents using generative AI.
• Generate recommended actions to resolve security incidents.
• Generate a post-incident analysis.
• Generate correlation insights to help you connect current incidents to past events. Identify
affected users, configuration items (CIs), or observables (IP addresses and file hashes) from
existing incidents to help you triage new security incidents.

See Now Assist for Security Incident Response for more information.

Important: Now Assist for Security Incident Response is available in the ServiceNow
Store. For details, see the "Activation information" section of these release notes.

Important information for upgrading Now Assist for Security Incident Response
to Yokohama
Starting with version 2.0.1, the name of the Now Assist for Security Operations application
® ®
in the ServiceNow Store and in your Now Platform instance has changed to Now Assist
for Security Incident Response. You must upgrade to version 2.0.1 to access the following
features:
• Generate resolution notes in the Now Assist Context Menu.
• Generate correlation insights for Security Incident Investigation in the Now Assist Panel.

New in the Yokohama release

Generate correlation insights

Generate correlation insights to connect current security incidents to past
events. Identify the affected users, configuration items (CI)s, or observables (IP
addresses and file hashes) from existing incidents and records to help you more

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 quickly triage your new security incidents. Correlation insights is supported in the
workspace, the classic UI, and from the Now Assist Panel.
Enhancements to closure (resolution) notes and post incident analysis generation
You can generate resolution notes from the Close the security incident modal
or the Now Assist Context Menu on a security incident record (SIR). You can also
generate them from the Now Assist Panel. If you choose the Now Assist Context
Menu, you have the following options to help you refine the generated text:
• Shorten - Select text to remove details.
• Elaborate - Generate more details about the context of a security incident.

Note: Generating resolution notes is supported in the workspace and the

classic UI. Generating a post incident analysis is supported from the Close
the security incident modal in the workspace.

UI changes

Now Assist for Security Incident Response application name change

®
The Now Assist for Security Operations application in the ServiceNow Store
®
and in your Now Platform instance has changed to the Now Assist for Security
Incident Response application starting with version 2.0.1.

Activation information
Install Now Assist for Security Incident Response by requesting it from the ServiceNow Store.
Visit the ServiceNow Store website to view all the available apps and for information about
submitting requests to the store. For cumulative release notes information for all released
apps, see the ServiceNow Store version history release notes .

Now Assist for Service Graph Connectors (SGC) release notes

®
The ServiceNow Now Assist for Service Graph Connectors (SGC) application is designed to
leverage generative AI capabilities and resolve issues within Service Graph Connectors. Now
Assist for SGC is a new application in the Yokohama release.

Now Assist for SGC highlights for the Yokohama release

• Diagnose the errors that occur within Service Graph Connectors.

• Use the recommendations provided to help resolve the issues.

See Now Assist for Service Graph Connectors (SGC) for more information.

Important: Now Assist for SGC is available in ServiceNow Store. For details, see the
"Activation information" section of these release notes.

Now Assist for SGC features

Diagnose a Service Graph Connector issue by using Now Assist

Diagnose a failed import set that is associated with a Service Graph Connector
and get a summary of the errors with the recommendations to resolve the issues.

Activation information

Install Now Assist for SGC by requesting it from ServiceNow Store. Visit the ServiceNow Store
website to view all the available apps and for information about submitting requests to the
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 store. For cumulative release notes information for all released apps, see the ServiceNow
Store version history release notes .

Now LLM Service is currently the only provider for this Now Assist skill.

Related ServiceNow applications and features

Service Graph Connectors

Use a Service Graph Connector to import and integrate third-party data into
CMDB and non-CMDB tables.

Now Assist Skill Kit release notes

®
The ServiceNow Now Assist Skill Kit application enables AI developers to create custom skills
and to have greater flexibility with Now Assist's generative AI capabilities. Now Assist Skill Kit
was enhanced and updated in the Yokohama release.

Now Assist Skill Kit highlights for the Yokohama release

• Users can create synthetic data in Now Assist Data Kit.

• Generated synthetic data can be saved as a dataset.
• Add and manage tools of a custom skill, visually in the new Tools editor, including
conditional execution of tools.
• Customize ServiceNow skills with new prompts or providers in Now Assist Skill Kit to suit your
specific business needs.

See Now Assist Skill Kit for more information.

Important: Now Assist Skill Kit is available in the ServiceNow Store. For details, see the
"Activation information" section of these release notes.

Important information for upgrading Now Assist Skill Kit to Yokohama

If you customized UI actions or other items that are associated with Now Assist skills, ensure
that your customized code is updated with the new skill releases. Otherwise, certain functions
may not work as expected.

If you run into issues when you're upgrading a Now Assist product, see KB1637452: Issues and
mitigation for Now Assist (Generative AI) Applications and Plugin updates . You may need to
log in to view the article.

New in the Yokohama release

Customize ServiceNow skills in Now Assist Skill Kit to tailor skills to meet your specific
business requirements.
Eligible skills provided in ServiceNow Now Assist applications can be cloned
in Now Assist Skill Kit so that you can edit the prompt or change the AI service
provider. Editing the prompt enables you to arrange the formatting and content
of the large language model (LLM) response. After the skill is edited, activate the
edited skill in the Now Assist Admin console to enable it.
Add and manage tools visually in the new Tools editor, including decision branching, to
execute different tools for your skill.

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 Adding decision branches between tools enables you to define the conditions
that must be met for a tool to run. If no conditions are met, the default branch's
step is executed.

UI changes

Now Assist Skill Kit add tools function moved to Tool editor tab.
The ability to add and edit tools for Now Assist Skill Kit previously appeared on the
Prompt editor tab. It now appears on the Tool editor tab.

Activation information
Now Assist features are available with activation of any Now Assist plugin from the
ServiceNow Store. The following plugins are available:
• Now Assist for Accounts Payable Operations (APO)
• Now Assist for Configuration Management Database (CMDB)
• Now Assist for Creator
• Now Assist for Customer Service Management (CSM)
• Now Assist for Enterprise Architecture (EA)
• Now Assist for Field Service Management (FSM)
• Now Assist for Financial Services Operations (FSO)
• Now Assist for Health and Safety
• Now Assist for HR Service Delivery (HRSD)
• Now Assist for Integrated Risk Management (IRM)
• Now Assist for IT Operations Management (ITOM)
• Now Assist for IT Service Management (ITSM)
• Now Assist for Legal Service Delivery (LSD)
• Now Assist for Public Sector Digital Services (PSDS)
• Now Assist for Security Incident Response
• Now Assist for Service Graph Connectors (SGC)
• Now Assist for Software Asset Management (SAM)
• Now Assist for Supplier Lifecycle Operations (SLO)
• Now Assist for Sourcing and Procurement Operations (SPO)
• Now Assist for Strategic Portfolio Management (SPM)
• Now Assist for Telecommunications, Media and Technology (TMT)
• Now Assist for Workplace Service Delivery (WSD)

Additional requirements
The Next Experience UI Framework must be enabled to use the Now Assist panel.

Browser requirements
Now Assist supports various browsers, including Google Chrome and Microsoft Edge. Now
Assist isn’t supported in Microsoft Internet Explorer.

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 Accessibility information
Admins can enable an optional Voice Input setting for the Now Assist panel that enables
users to interact with the panel using their voice or in voice assist mode.

Localization information
Now Assist supports Dynamic Translation for Yokohama.

Now Assist for Source-to-Pay Operations release notes

®
The ServiceNow Now Assist for Source-to-Pay Operations application includes generative AI
skills that can make developing on the Now Platform more efficient. Now Assist for Source-to-
Pay Operations was enhanced and updated in the Yokohama release.

Now Assist for Source-to-Pay Operations highlights for the Yokohama release

• Now Assist for Sourcing and Procurement Operations (SPO) supports enhanced AI search
and the Retrieval-augmented generation (RAG) framework to recommend suppliers and
products through semantic search and contextual filters, enhancing recommendations
with criteria like preferred suppliers and previous purchases.
• Now Assist for Supplier Lifecycle Operations (SLO) supports a conversational intake that
helps suppliers to view and update supply information through a conversational flow.
• Now Assist for Accounts Payable Operations (APO) supports a conversational intake to
complete self-service tasks, such as submit a request or track a request status.

See Now Assist for Source-to-Pay Operations for more information.

New in the Yokohama release

Now Assist for Supplier Lifecycle Operations (SLO)

With the Now Assist for SLO application, supplier contacts can leverage
contextual generative AI by using Now Assist for SLO skills in a Virtual Agent chat
to complete such self-service tasks as updating the bank details, location details,
or profile details.
Now Assist for Accounts Payable Operations (APO)
With the Now Assist for APO application, AP fulfillers can leverage generative AI
capabilities to chat with live agents, submit a request, and track its status.

UI changes
Use the Now Assist for Sourcing and Procurement Operations (SPO) skills in a Virtual Agent
chat
Requesters can leverage contextual generative AI by using the Now Assist for
SPO in a Virtual Agent chat to complete self-service tasks, such as purchasing
products.

Activation information
Install Now Assist for Source-to-Pay Operations by requesting it from ServiceNow Store. Visit
the ServiceNow Store website to view all the available apps and for information about
submitting requests to the store. For cumulative release notes information for all released
apps, see the ServiceNow Store version history release notes .

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 Now Assist for Strategic Portfolio Management (SPM) release notes
®
The ServiceNow Now Assist for Strategic Portfolio Management (SPM) application introduces
generative AI skills into Strategic Portfolio Management. You can summarize feedback
or content in Docs, create stories for epics, generate concise project summaries, create
demands through conversations, and quickly gain insights into projects. Now Assist for
Strategic Portfolio Management (SPM) is updated in the Yokohama release.

Now Assist for SPM highlights for the Yokohama release

• Use story recommendations from Now Assist to break down your epics in Enterprise Agile
Planning (EAP).
• Use a decorative loader to elevate visual interest during content loading in Strategic
Planning.

See Now Assist for Strategic Portfolio Management (SPM) for more information.

New in the Yokohama release

Generate stories from epics using Now Assist for EAP

Break down your epics into stories by using the Story generation skill from the
Now Assist panel in the EAP workspace. By using the available epic details, Now
Assist provides story recommendations for your epic. You can let Now Assist
generate stories by using its initial recommendations or you can choose to split or
combine the story recommendations before prompting Now Assist to create the
stories.
Elevate Now Assist UI experience
Use a decorative loader while the content loads to indicate the ongoing
activity.

UI changes

UI enhancements
The following UI enhancements were made:
• Added hover animation for the Now Assist icon.
• Added a loader for the Now Assist side panel for a more engaging loading
experience.
• Renamed the Project Gen AI Docs skill to the Project Doc Summarization and
Actions (Project Workspace) skill.
• Renamed the Planning item Gen AI Docs skill to the Planning Item Doc
Summarization and Actions (Strategic Planning) skill.
• Renamed the EAP Teams Gen AI Docs skill to the EAP Doc Summarization and
Actions (Enterprise Agile Planning) skill.

Activation information
Now Assist features are available with activation of the Now Assist for Strategic Portfolio
Management (SPM) plugin. The Now Assist for SPM application requires a Strategic Portfolio
Management (SPM) Pro plus license. For more information, see Install Now Assist plugins .

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 Related ServiceNow applications and features

Now Assist
®
ServiceNow Now Assist uses generative AI to help improve the productivity and
efficiency in your organization, deliver better self-service, recommend actions,
provide answers, and empower your users to search more effectively.
Now Assist Admin console
The Now Assist Admin console provides you with quick and easy access to the
important information that you need to set up, configure, and monitor Now Assist
applications and features.
Now Assist panel
Use this conversational interface in the EAP workspace to get story
recommendations, split or combine stories, and create stories for your epics with
the help of generative AI.
Now Assist skills
Now Assist products provide generative AI skills that are tailored to meet the
needs of users in different workflows, including feedback summarization, content
summarization in Docs, demand creation, and epic to story generation.

Now Assist for Telecommunications, Media and Technology (TMT) release notes
®
The ServiceNow Now Assist for TMT application brings generative AI to the Proactive Service
Experience Workflows, Account Lifecycle Events, and Service Bridge. You can improve
productivity and efficiency by delivering better self-service, recommending actions, and
delivering answers. Now Assist for TMT was enhanced and updated in the Yokohama release.

Now Assist for TMT highlights for the Yokohama release

• Summarize onboarding cases, engagements, and touchpoints by using generative AI.

• Enhance test summarization with metric descriptions and contextual notes.
• Consolidate the information from multiple similar cases into a knowledge article.
• Dynamically configure prompts for case summarization.
• Automate transformation mapping between provider and consumer instances in Service
Bridge.

See Now Assist for Telecommunications, Media and Technology (TMT) for more information.

Important: Now Assist for Telecommunications, Media and Technology (TMT) is

available in the ServiceNow Store. For details, see the "Activation information" section of
these release notes.

New in the Yokohama release

Dynamic prompt configuration

Use the Now Assist for Telecommunications, Media and Technology (TMT)
application to provide concise, context-driven summaries that are specific to
each case. Your agents can ensure that critical case details are captured and
can provide personalized and informed resolutions.
Enhanced test summarization
Use AI-generated test summaries that include the metric descriptions and
contextual notes from cases. Your agents can focus on high-priority issues
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 and make better informed decisions that enhance the product quality and
performance.
Resolution notes generation
Generate resolution notes and then shorten or elaborate the content by using
the Now Assist context menu in the resolution notes field of the case form in both
Core UI and Workspace.
Knowledge article generation
Select and gather insights and data from multiple similar cases to create an
article by using Now Assist for TMT. Use the icon, which is accessible as an
inline capability to create and refine knowledge articles.
Account onboarding case summarization
Generate a concise account onboarding case summary that enables your
agents to get a quick overview of the case details.
Engagement summarization
Generate a high-level summary with a list of the key items about an
engagement.
Touchpoint summarization
Generate a quick summary of the various touchpoints in the engagement
life cycle. Your agents can get a quick summary of all meetings and emails
exchanged between the different stakeholders and any follow-up activities.
Transform mapping assist Service Bridge
While using the Service Bridge for providers application, use the Transform
Mapping Assist feature to generate transform mappings between provider
and consumer tables automatically. This skill enables you to streamline the
transformation mapping process by reducing errors and improving overall
efficiency.

Activation information
Now Assist features are available with activation of the Now Assist for CSM plugin. For more
information, see Install Now Assist plugins .

Related ServiceNow applications and features

Now Assist
Help improve the productivity and efficiency in your organization, deliver better
self-service, recommend actions, provide answers, and empower your users to
search more effectively.
Now Assist Admin console
Use the Now Assist Admin console to provide you with quick and easy access to
the important information that you need to set up, configure, and monitor Now
Assist applications and features.
Now Assist panel
Use this conversational interface in CSM Configurable Workspace to summarize
a chat, a case, or resolution notes so that you can get the context of this
information more quickly.
Now Assist skills

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 Use the Now Assist products to provide generative AI skills to meet the needs
of users in different workflows, including case or incident summarization, chat
summarization, resolution notes generation, and code generation.

Generative AI Controller release notes

®
The ServiceNow Generative AI Controller application enables you to use generative AI
capabilities with third-party large language model (LLM) providers on the Now Platform. You
can reduce complexity and enhance the user experience in your organization by generating
and summarizing content, analyzing user sentiment, and writing unique prompts. Generative
AI Controller was enhanced and updated in the Yokohama release.

Generative AI Controller highlights for the Yokohama release

Protect your users by configuring settings for anonymization of personally identifiable
information (PII) with the Data Privacy application.

See Generative AI Controller for more information.

Important: Generative AI Controller is available in the ServiceNow Store. For details,

see the "Activation information" section of these release notes.

Important information for upgrading Generative AI Controller to Yokohama

Generative AI Controller is installed and updated when you install or update any Now Assist
application. If you have issues installing or updating applications, see this knowledge article
for steps that may address your issue. Otherwise, you can make a Support case.

Changed in this release

Configure Data Privacy and Data Discovery to protect the personally identifying
information (PII) of your users.
Generative AI Controller has changed to use the Data Privacy application
instead of the Sensitive Data Handler to help anonymize PII. The process for
choosing what gets anonymized and how has shifted to different tables and
forms that your administrator must configure for your organization.

Deprecations
The dependency on Sensitive Data Handler has been removed. Regular expressions that are
configured with Sensitive Data Handler are applied to the Data Privacy application with a fix
script when you upgrade to Yokohama.

Activation information
Generative AI Controller is a Now Platform feature that is available with activation of a Now
Assist application. For details, see Installing Generative AI Controller and Install Now Assist
plugins .

Related ServiceNow applications and features

Agent Chat
®
The ServiceNow Agent Chat provides various features that agents and
requesters can use to streamline the agent and end-user chat experience.
Agent Chat also provides features that managers can use to monitor and assist
agents.

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 AI Search
®
The ServiceNow AI Search application provides a consumer-grade search
®
engine for Service Portal, Now Mobile , and Virtual Agent. Intelligent query
features help you quickly find the answers that you need.
Customer Service Management
®
The ServiceNow Customer Service Management (CSM) application enables
you to provide the service and support that your external customers need. For
example, your customers can communicate and get the help through the web,
email, chat, telephone, and social media.
Dynamic Translation
®
The ServiceNow Dynamic Translation application enables you to dynamically
translate text entered in an application or in a chat window for a seamless
localization experience.
Field Service Management
®
The ServiceNow Field Service Management application enables you to
manage work orders and related tasks, resources, skills, assets, and locations.
Use this application to dispatch work order tasks and agents to the customer
location for performing any kind of field work, such as install, repair, or maintain
equipment.
Generative AI Controller
®
The ServiceNow Generative AI Controller lets you integrate third-party large
language models (LLMs) with your workflows.
HR Service Delivery
®
The ServiceNow HR Service Delivery application gives your employees the
service experience that they deserve. By providing employees with a single
place to manage their work needs while shielding them from back-end
complexity, you can deliver a great experience to meet the demands of a
current-day workforce.
Knowledge Management
®
The ServiceNow Knowledge Management (KM) application enables the
sharing of information in the Knowledge Base. A Knowledge Base contains
articles that provide users with information such as self-help, troubleshooting, and
task resolution.
ITOM Health
® ®
The ServiceNow ITOM Health product includes the ServiceNow Event
®
Management and ServiceNow Metric Intelligence applications, which help you
track and maintain the health of services in your organization.
IT Service Management
®
The ServiceNow IT Service Management (ITSM) solution provides scalable
workflows to manage and deliver IT services to your users all through a single
cloud-based platform. The ITSM solution can help increase your agents'
productivity, resolve issues quickly, and improve user satisfaction.
Security Operations
The Now Assist for Security Operations application permits security analysts to
resolve security incidents faster with generative AI skills. Analysts and managers
can condense long activity streams on security incidents into concise, easy-
to-read summaries and automatically generate closure notes. Now Assist for
Security Operations is a new application in the Xanadu release.

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 Workflow Studio
®
ServiceNow Workflow Studio enables you to integrate workflow authoring,
configuring, and monitoring into a single page experience.
Workspace UI
®
ServiceNow Workspace is a graphical user interface that puts multiple tools
on one page, including the tools that agents use to find, research, and resolve
issues.

Now Platform administration release notes

®
Now Platform administration product enhancements and updates in the Yokohama
release.

Use Now Platform administration features to address the business needs of your organization.
Administration features are active by default on all instances.

AI Search release notes

®
The ServiceNow AI Search application provides a consumer-grade search experience for
Now Platform users. AI Search was enhanced and updated in the Yokohama release.

AI Search highlights for the Yokohama release

• Restrict index size and increase search performance with guardrails that limit the number of
Task and Alert table records indexed for search
• Customize the semantic vector search experience by configuring semantic indexing
settings for your indexed sources
• Improve the focus of search results by excluding search sources in a search profile from
being used to generate search results or Genius Result answers
• Expand search recall by indexing content from knowledge blocks
• Highlight important search results by boosting relevancy for results that match synonyms in
a synonym dictionary

See AI Search for more information.

Important information for upgrading AI Search to Yokohama

When you upgrade to Yokohama from an earlier release, make knowledge block content
searchable by reindexing all your indexed sources that include knowledge articles. For
details on reindexing, see Perform a full table index or reindex for a single indexed source or
Perform a full table index or reindex for multiple indexed sources .

New in the Yokohama release

Limit the number of Task and Alert records indexed with indexed source guardrails
Index guardrail settings restrict index size and increase search performance by
limiting the number of Task and Alert table records indexed for search.
Exclude search sources in a search profile from search result or Genius Result
generation
Tune your search results by configuring search source exclusion settings in your
search profiles. You can exclude a search source from being used to generate
regular search results, Genius Result answers, or both. When excluding a search

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 source's records from Genius Result answer generation, you can also choose to
exclude its attachments.
Knowledge block content indexing
When you index knowledge articles for search, AI Search now includes content
from knowledge blocks to improve search recall. Administrators can disable
indexing of knowledge block content if desired.
Boost relevancy for search results that match synonyms from a synonym dictionary
Define synonyms in a synonym dictionary and configure a result improvement
rule to apply relevancy boosts (positive or negative) to search results that match
any of those synonyms.
Customize semantic indexing settings for indexed sources
Customize semantic indexing settings for your indexed sources.
Fuzzy numeric search
Find records by their Number using numeric search terms like 23583, with no
need to match alphabetical prefixes or leading zeroes.

Deprecations
Starting with the Now Assist in AI Search 8.0 release, the External Content Q&A Genius Results
feature is being prepared for future deprecation. It will continue to be supported until it
is deprecated. For details, see the Deprecation Process [KB0867184] article in the Now
Support Knowledge Base.

Activation information
AI Search is a Now Platform feature that is active by default.

Browser requirements
AI Search doesn’t support Internet Explorer.

Localization information
AI Search supports international languages. For details of language support by feature, see
Internationalization support for AI Search .

Related ServiceNow applications and features

Advanced AI Search Management Tools

The Advanced AI Search Management Tools application adds new functionality
to AI Search:
• Administrators can review dashboards with metrics, trends, and reports relating
to AI Search usage and configuration.
• Administrators can test searches with the Search Preview UI to understand
users' search results.
• Administrators with High Security access can bypass search source and
content security filters in the Search Preview UI to see how these filters affect
users' search results.

Now Assist in AI Search

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 The Now Assist in AI Search application combines the power of search with
the Now LLM generative AI model to answer questions in user searches with
actionable AI-generated answers from relevant Knowledge articles.
Knowledge Management
®
Administrators can activate the ServiceNow Knowledge Management
Advanced plugin to install the FAQ [kb_template_faq] table. AI Search can
return records in this table as Q&A Genius Result answers for common user
search questions.

Now Platform core feature release notes

®
The ServiceNow Now Platform core features provide functionalities to applications and
other parts of the Now Platform. The Now Platform core features were enhanced and
updated in the Yokohama release.

Now Platform core feature highlights for the Yokohama release

• Simplify and build queries with fewer conditions by leveraging hierarchical relationships in a
condition builder.
• Streamline how you access help content on the system events and job scheduling
dashboard by accessing the appropriate help content in each tab.
• Insert, update, and delete data in an external data source from a remote table.

See Administer the Now Platform for more information.

New in the Yokohama release

Hierarchical queries
Simplify and build queries with fewer conditions in a condition builder using
existing hierarchical data in a table. You can also define new hierarchical
relationships between records that are in the same table.
Add dynamic attributes to a dynamic category
Add individual attributes or a group of attributes to a dynamic category.
Reference a dynamic attribute or a list of dynamic attributes
Build a dependency between a dynamic attribute store field and either a
dynamic attribute or a list of dynamic attributes.
Edit data in remote tables on an instance
Insert, update, and delete data in an external data source from a remote table
on an instance when you enable editing for the table. Customize the script
definitions that enable you to insert, update, or delete data from a remote table.

Changed in this release

Updated Access Control Lists (ACLs) for Transaction tables and Session Management
tables
The ACLs for a number of Transaction Management tables and Session
Management tables have been updated to enhance security using a
combination of Deny and Allow ACLs. All new ACLs have a security attribute.
You must have the security attribute to add to the role list of an ACL. For more
information, see Configuring an ACL rule , Deny-Unless ACL , and Allow ACL .

The updated Transaction Management tables include:

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 • syslog
• syslog_ajax
• syslog_email
• syslog_transaction
• syslog_script

The updated Session Management tables include:

• sys_audit
• sys_security_acl
• sys_user_auth
• sys_user_session

Configuring plugins for the TinyMCE HTML editor

The Accessibility Checker (a11ychecker) plugin is now available in the TinyMCE
HTML editor. The plugin identifies WCAG and Section 508 accessibility violations
and provides an auto-repair feature where applicable. To configure the plugin,
see Change the TinyMCE HTML editor plugins . Additional configurations to the
accessibility rules, like changing the WCAG level and HTML versions can also be
done via TinyMCEconfigscript script.
Field types supported in a configurable workspace
The following field types are now supported for use in a configurable workspace:
• Documentation_field
• Domain_path
• HTML_Script
• Long
• Longint
• multi_small
• Order index
• Radio

For more information, see Field types .

Specify the tables that a REST API access policy restricts
Specify the tables that a Table REST API access policy applies to on the API
Access Policy form.
Use ISO currency codes with the FX Currency field type
Use three-digit ISO 4217 currency codes from the Numeric code field on the
Currency [fx_currency] table with fields of the FX Currency field type.
Sorting according to the session language
Configure whether string values in columns are sorted according to the user's
session language or English.
Columnstore index type
Optimize data storage and retrieval by creating a columnstore index. This index
type is available with RaptorDB Professional.

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 Activation information
The Now Platform core features are active by default.

Data Management release notes

®
The ServiceNow Data Management capabilities enable you to manage the growth of
data in your instance. Data Management capabilities were enhanced and updated in the
Yokohama release.

Data Management highlights for the Yokohama release

• View insights into storage consumption on your instance and implement data
management policies directly from the Data Management Console.
• Automatically delete older or unwanted records with improved table cleaner scalability.

See Data Management for more information.

Important information for upgrading Data Management to Yokohama

A data management policy record is automatically created for each table that is
configured with an archive rule or a table cleaner rule prior to the upgrade.

New in the Yokohama release

Data Management Console

View a summary of storage consumption on your instance and manage the
growth of data directly from the Data Management Console.
Table cleaner scalability improvements
Automatically delete older or unwanted records at scale.

Changed in this release

Data Management Console

You can now access data usage on your instance by navigating to All > System
Data Management > Data Management Console.

Activation information
Data Management is a Now Platform feature that is active by default.

Dynamic Translation release notes

®
The ServiceNow Dynamic Translation application enables translation of user-generated text
by using third-party translation service providers. Dynamic Translation was enhanced and
updated in the Yokohama release.

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 Dynamic Translation highlights for the Yokohama release

• Preserve text, such as product names or technical terms, during machine translation with
the Exclusion Framework feature.
• The APIs used by default translator configurations are upgraded to v4. If you want to use v4
APIs with customized translator configurations, you must migrate them manually.
• The spoke for IBM Watson Translator Service for IBM Cloud
(com.glide.ibm_translation_spoke) is removed.

See Dynamic Translation for more information.

New in the Yokohama release

Exclusion Framework in Dynamic Translation

Preserve text such as product names or technical terms during machine
translation. With Exclusion Framework, you can specify words and patterns that
shouldn't be translated.
The APIs used by default Translator Configurations are upgraded to v4
The APIs used by default translator configurations are automatically upgraded to
v4. If you want to use v4 APIs with customized translator configurations, you must
migrate them manually. The previous v3 is still supported.

Removed in this release

The spoke for IBM Watson Translator Service for IBM Cloud (com.glide.ibm_translation_spoke)
is no longer available because IBM has withdrawn this translation service. For more
information, see IBM Watson Language Translator Service spoke .

Related ServiceNow applications and features

Localization Framework
Using configurable workflows, the Localization Framework application
standardizes and enhances the process of translating artifacts across the
platform.

Notifications release notes

®
The ServiceNow Notifications application enables you to create, manage, and send
custom notifications in workflows for important events, actions, and alerts. Notifications was
enhanced and updated in the Yokohama release.

Notifications highlights for the Yokohama release

• Use the new email notifications dashboard with key metrics.

• Use filter notifications that are based on categories, delivery channels, subscriptions, and
digests for notification preferences.
• Use the enhanced assignment group, advanced condition, and mandatory notifications
for a provider framework.
• Use the standard forms for custom notification preferences and delivery channels.

See Notifications for more information.

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 New in the Yokohama release

Email notifications dashboard

Use the new notifications dashboard with key metrics. This dashboard is available
to administrators by default. You can configure this dashboard to enable access
to other users.

UI changes

Advanced filters options for notification preferences

Added categories, delivery channels, active or inactive notifications,
subscriptions, and digest-enabled filter options for notification preferences.
Standard forms
Enabled standardized forms across custom notification preferences and delivery
channels.
Assignment group field
Extended the provider framework to add support for assignment groups.
Advanced condition field
Extended the provider framework to add an advanced condition.

Changed in this release

Advanced filters in notification preferences

Use notifications filters for categories, delivery channels, active or inactive
notifications, subscriptions, and digest enabled notifications.
Support for assignment group
Send provider notifications for assignment groups and to users that are part of
groups stored in sys_user_group table.
Advanced condition for provider framework
Use an advanced condition to send a notification that is based on the current
email record, changing field values, or system properties.
Mandatory notifications for provider framework
Make critical notifications mandatory for the provider framework.
Email bounce
Prevent resending bounced emails to the addresses that are known to generate
bounces.

Activation information
Notifications is a Now Platform feature that is active by default.

Now Assist in AI Search release notes

®
The ServiceNow Now Assist in AI Search application combines the power of search with
the Now LLM Service generative AI model to provide actionable AI-generated or AI-
selected answers in user searches. Now Assist in AI Search was enhanced and updated in the
Yokohama release.

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 Now Assist in AI Search highlights for the Yokohama release
Improve incident deflection for portal users by configuring record producers to display
actionable and relevant Genius Results suggestions during submission of cases, incidents,
problems, and similar tasks.

See Now Assist in AI Search for more information.

Important: Now Assist in AI Search is available in the ServiceNow Store. For details, see
the "Activation information" section of these release notes.

Activation information
Now Assist in AI Search is installed when you install any of the following licensed applications
from the ServiceNow Store.
• Now Assist for Accounts Payable Operations (APO)
• Now Assist for Configuration Management Database (CMDB)
• Now Assist for Customer Service Management (CSM)
• Now Assist for Field Service Management (FSM)
• Now Assist for Financial Services Operations (FSO)
• Now Assist for Health and Safety
• Now Assist for HR Service Delivery (HRSD)
• Now Assist for IT Operations Management (ITOM)
• Now Assist for IT Service Management (ITSM)
• Now Assist for Legal Service Delivery (LSD)
• Now Assist for Public Sector Digital Services (PSDS)
• Now Assist for Security Incident Response
• Now Assist for Service Graph Connectors (SGC)
• Now Assist for Sourcing and Procurement Operations (SPO)
• Now Assist for Strategic Portfolio Management (SPM)
• Now Assist for Supplier Lifecycle Operations (SLO)
• Now Assist for Telecommunications, Media and Technology (TMT)

Visit the ServiceNow Store website to view all the available apps and for information about
submitting requests to the store. For cumulative release notes information for all released
apps, see the ServiceNow Store version history release notes .

Browser requirements
Now Assist in AI Search supports various browsers, including Google Chrome and Microsoft
Edge. For more information, see Browser support.

Localization information

Now Assist in AI Search supports Dynamic Translation in Now Assist Genius Results. For details,
see Dynamic Translation for Now Assist Q&A Genius Results and Dynamic Translation for
Now Assist Actions Genius Results .

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 Related ServiceNow applications and features

Now Assist
ServiceNow Now Assist uses generative AI that is designed to enhance user
productivity and efficiency through conversation and proactive experiences.
AI Search
The ServiceNow AI Search application provides a consumer-grade search
®
engine for ServiceNow Service Portal, ServiceNow Now Mobile , and
ServiceNow Virtual Agent. Intelligent query features help you quickly find the
answers you need.

Subscription Management release notes

®
The ServiceNow Subscription Management application enables you to manage your
subscriptions proactively and monitor subscription usage on your instances. Subscription
Management was enhanced and updated in the Yokohama release.

Subscription Management highlights for the Yokohama release

• View subscription allocations according to the number of active users.

• Select all recommended groups when allocating subscriptions.
• Manage subscriptions in an on-premise installation.
• Learn why specific subscriptions are recommended when mapping custom tables and
applications.

See Subscription Management for more information.

New in the Yokohama release

Subscription allocation counts according to active users

View the total number of active users in a product subscription. Only active
users count toward the subscription allocation totals that appear throughout
Subscription Management.
Allocate subscriptions to all recommended groups
Select all recommended groups when allocating subscriptions.
Support for on-premise installation
Manage subscription usage using Subscription Management on-premise.
Recommended subscription reasoning
Determine why a subscription is recommended by Subscription Management
when mapping custom tables or custom applications.

Changed in this release

Allocation charts reflect only active users

The Allocation summary and Allocation history charts on the subscription
details page reflect only subscriptions allocated to active users for each month
following the upgrade.
Auditing App Engine V1 usage

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 The App Engine Usage dashboard has been restored. For details on auditing
App Engine V1 usage, see the Auditing App Engine v1 [KB0999383] article in
the Now Support Knowledge Base.

Removed in this release

• The Custom tables chart has been removed from the subscription details page.

Activation information
Subscription Management is a Now Platform feature that is active by default.

System Update Sets release notes

®
The ServiceNow System Update Sets application enables administrators to group a series
of changes into a named set and then move them as a unit to other systems for testing or
deployment. System Update Sets was enhanced and updated in the Yokohama release.

System Update Sets highlights for the Yokohama release

• Add specific apps/versions as an app installation instruction in an update set.

• Actions and subflows are available for update set operations, such as create, complete,
retrieve, preview, and commit.

See System update sets for more information.

Changed in this release

Application installations
You can add specific applications or versions as an app installation and
configure to track them in an update set.

Activation information
System Update Sets is a Now Platform feature that is active by default.

Upgrade Center release notes

®
The ServiceNow Upgrade Center application helps you plan and manage your upgrades.
Upgrade Center was enhanced and updated in the Yokohama release.

Upgrade Center highlights for the Yokohama release

• Explore the different release versions available to you in the Upgrade Preview module.
• Use the Upgrade Preview module to gain insights about the upgrade experience without
actually upgrading your instance.
• Monitor the status of any ongoing upgrade and view the summary of your latest upgrade
in the Upgrade Monitor module.
• View all your past upgrades in the Upgrade History module.
• Accelerate your upgrades using the Upgrade Plan feature.

See Upgrade Center for more information.

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 New in the Yokohama release

Upgrade Preview enhancements

Enhance your upgrade preview experience with the new Application Upgrade
Preview and Predicted Schema Changes cards. You can also monitor the status
of the preview process from the Upgrade Preview page.
Upgrade Management Console experience
Use the new Upgrade Management Console experience to access all the
relevant information and tools required for a cohesive upgrade on your
instance.

Changed in this release

Upgrade Plan enhancements

Experience a seamless upgrade on your instance with the Upgrade
Plan, offering the option to either include or bypass skipped records and
customizations during its building.

Activation information
Upgrade Center is a Now Platform feature that is active by default.

Now Platform capabilities release notes

®
Now Platform capabilities were enhancements and updates in the Yokohama 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

®
The ServiceNow Advanced Work Assignment (AWA) application automatically assigns work
items to your agents based on their availability, capacity, and optionally, skills. Advanced
Work Assignment was enhanced and updated in the Yokohama release.

Advanced Work Assignment highlights for the Yokohama release

• Run assignments on different nodes or cadences for different service channels to improve
the AWA application's performance and resilience.
• Provide wrap-up codes or notes for interactions or segments that the agent is involved in at
the end of a call.

See Advanced Work Assignment for more information.

New in the Yokohama release

Service channels
Run AWA assignments on different nodes or cadences for different service
channels to improve performance and resilience.
Using Advanced Work Assignment
Enable agents with the ability to provide wrap-up codes or notes for interactions
or segments that the agent was involved in.

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 Activation information
Advanced Work Assignment is a Now Platform feature that is available with activation of
the Glide Advanced Work Assignment plugin (com.glide.awa). For details, see Activate
Advanced Work Assignment .

To use the External routing functionality on your instance, you must activate the External
Routing Support plugin (com.glide.awa-external).

Browser requirements
Advanced Work Assignment doesn’t support mobile devices, Internet Explorer, or Microsoft
Edge. Instead, use Microsoft Edge - Chromium or one of the other supported browsers that
are listed in Browser support.

Related ServiceNow applications and features

Now Assist
®
The ServiceNow Now Assist application uses generative AI that is designed to
enhance user productivity and efficiency through conversation and proactive
experiences.
Workspace UI
®
The ServiceNow Workspace application provides agents, case managers, help
desk professionals, and managers with tools to help answer customer questions
and to resolve customer problems.

Automated Test Framework release notes

®
The ServiceNow Automated Test Framework enables you to create and run automated
tests to confirm that your modified instance works 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. Automated Test Framework was enhanced and updated in the Yokohama release.

Automated Test Framework highlights for the Yokohama release

• Reduce upgrade and development time by replacing manual testing with automated
testing.
• Design tests once and reuse them in different contexts and with different test data sets.
• Keep test instances clean by rolling back test data and changes made after each test run.
• Create and schedule test suites to organize and run tests in batches.
• Reduce test design time by copying quick start tests and test suites. You can also create
custom test steps to expand test coverage.

See Automated Test Framework (ATF) for more information.

Important: ATF Test Generator and Cloud Runner is available in the ServiceNow Store.
For details, see the "Activation information" section of these release notes.

Important information for upgrading Automated Test Framework to Yokohama

®
Copy and customize quick start tests provided by the Now Platform 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 produce a pass result only when you run them on a base system without any
customizations and with the default demo data that is 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. For more information, see Available quick start tests by
application or feature .

New in the Yokohama release

Reusable tests
Reduce duplication of tests while invoked in several other tests by creating
reusable tests, enabling test design to be more modular, reducing the effort
and time while duplicating tests to manage a large number of tests across your
instance. You can access the reusable tests from the new Reusable Test test
step category. Use the Reusable Input Variables and Reusable Output Variables
related lists to define data passing from one test step to another.
Reusable Tests category
Reuse the test records created in the Reusable Test table from the new Reusable
Test test step category. By default, the test records show up in the Reusable Test
test step category, unless you define the record in a custom category in the
Category field.

Activation information
Automated Test Framework is a Now Platform feature that is active by default.

Note: By default, the system property that is used to run automated tests is turned off
to help 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. For more information, 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. For more information, see Available quick start tests by application or feature .

Set the sn_atf.runner.enabled property to True to activate the content pack for the ATF
Test Generator and Cloud Runner store application.

Browser requirements
Automated Test Framework supports running tests only 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. For more information, 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 components. Review
any existing custom UI test steps that were added from a desktop browser instead.

Configuration Management Database (CMDB) release notes

®
The ServiceNow CMDB application stores data about the infrastructure of your organization.
CMDB was enhanced and updated in the Yokohama release.

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 CMDB highlights for the Yokohama release

• Manually create a configuration item (CI) in CMDB Workspace that is verified by the
Identification and Reconciliation Engine (IRE) and is unique within CMDB. Creating a CI
using the IRE identification rules helps maintain the integrity of CMDB.
• Use the Now Assist for CMDB CI summarization skill to see a comprehensive summary for a
CI, with details such as discovery and related incidents, directly on the configuration item
(CI) form. Use the Manage duplicate CIs skill for step-by-step guidance on how to use de-
duplication templates to de-duplicate CIs.
• View the various counts, such as the number of CIs and the number of CI types, for the CIs
that are connected to the home node in Unified Map.
• Apply filters that were previously available only to the coverage charts in the CMDB 360
dashboard in CMDB Workspace to all charts in the Discovery sources tile.
• Use a condition builder or a custom script to restrict the list of de-duplication tasks that are
assigned to a de-duplication template when you're de-duplicating CIs.
• Benefit from accessibility improvements to create a configurable workspace that supports
Web Content Accessibility Guidelines (WCAG) 2.1 Level AA conformance.

See Configuration Management for more information.

New in the Yokohama release

Now Assist for Configuration Management Database (CMDB)

Use the Now Assist for CMDB CI summarization and Manage duplicate CIs skills.
The CI summarization skill summarizes the key details for CIs, such as discovery
and incident details, directly on the CI forms. The Manage duplicate CIs skill
guides you step by step on how to use the de-duplication templates to help
maintain the health and integrity of CMDB.
Viewing a summary of Unified Map contents in the Overview panel

Use the new Overview panel to show the summary data for a map that
is associated with the home node, including the counts and types of CIs,
connections, and discovery sources.
Configuring Unified Map — Admin settings

Configure general Unified Map settings for the workspace on your instance. Only
a user with the sn_cmdb_admin role can configure these settings.
Quick start tests for CMDB

After upgrades and deployments of new applications or integrations, run quick

start tests to verify that CMDB works as expected. If you customized CMDB, copy
the quick start tests and configure them for your customizations.

Changed in this release

CMDB Workspace v6.3

• Apply the filters that were previously available only to the coverage charts
to all charts in the Discovery sources tile in the CMDB 360 dashboard. For
example, you can filter out non-CMDB tables or include records only from
principal classes. For more information, see CMDB 360 experience in CMDB
Workspace .

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 • Use a condition builder or a custom script to narrow down the list of de-
duplication tasks that are assigned to a template. For more information, see
Create a de-duplication template .
• Use the new Allow empty field values option to allow or disallow certification
of empty value fields when creating a certification policy type in CMDB Data
Manager. For more information, see Create a CMDB Data Manager policy in
CMDB Workspace .

CMDB Workspace v6.4

You can now use dot-walking when setting assignments for the User Field or User
Group Field options for CMDB Data Manager policies (such as Certification).
Also, when converting legacy certification schedules into Data Manager
Certification policies, existing dot-walking settings are preserved. For more
information, see Create a CMDB Data Manager policy in CMDB Workspace .
CMDB Workspace v7.4

• Manually create a CI in CMDB Workspace that is compliant with its class

identification rule, other class requirements, and tested for uniqueness in
CMDB. Creating a CI using all those verification processes helps ensure that
the CI is valid and maintains the integrity of CMDB. For more information, see
Create a CI manually in CMDB Workspace .

• Set the CMDB Health dashboard to use the legacy methods to calculate the
completeness, correctness, and compliance KPIs. That legacy calculation
method relies on settings of proportional weights of metrics within the
aggregated score of KPIs and was used up until the Washington DC release.
By default, those weights aren’t used in the calculations of KPI scores.

Also, the CMDB Health dashboard now shows the overall score, which by
default, is a simple average of the aggregated scores of the completeness,
correctness, and compliance KPIs.

Update to the Walk stage reports on the CSDM Data Foundations dashboard
The Technical Service Offerings with Support Group or Change Group report
now includes data that meets the sys_class _name = offering parameter.
Table label changes

• The label for the cmdb_ci_service_auto table is now Service Instance instead
of Application Service.
• The label for the cmdb_ci_service_technical table is now Technology
management service instead of Technical service.

Class descriptions showing in the user interface

Descriptions for base system classes are now integrated into CI Class Manager
and appear in the Description field, on the Basic Info page for a class.
Reflow for configurable workspace
The CMDB configurable workspace supports reflow, which enables pages and
content to be zoomed up to 400% through your browser settings without loss of
content or functionality.

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 Deprecations

• CMDB Data manager on Core UI is now deprecated and no longer supported or available
for new activation. CMDB Workspace provides the latest experience for this functionality.
For more information, see CMDB Data Manager experience in CMDB Workspace .

Activation information
CMDB is a Now Platform feature that is active by default.

Accessibility information
Accessibility improvements
Accessibility improvements were completed to create a configurable
workspace that supports WCAG 2.1 Level AA conformance.
Reflow

The Configurable Workspace supports reflow, which enables pages and content
to be zoomed up to 400% through your browser settings without loss of content
or functionality. Additionally, content can be enlarged without scrolling in
two dimensions at a width equivalent to 320 CSS pixels or a height equivalent
to 256 CSS pixels. Page layouts are transformed into a vertical, stacked view
automatically when users increase browser zoom to 400%.

This enhancement helps users with low vision or who have trouble seeing
web content in a browser due to monitor size, device type, poor lighting, or
other situations. Reflow can be turned off with a system property for instances,
experiences, and pages. See Reflow for Configurable Workspace for details.

Related ServiceNow applications and features

Common Service Data Model (CSDM)

Common Service Data Model (CSDM) provides prescriptive guidelines for service
modeling within CMDB and is the standard for all ServiceNow products that
use CMDB. CSDM provides a framework for mapping data from your IT services
and other products to the CMDB. Following the CSDM framework helps ensure
that the required data for your ServiceNow application maps correctly to the
appropriate CMDB tables.
Service Graph Connectors
®
Use predefined ServiceNow Service Graph connectors to import data from
third-party applications, such as Microsoft SCCM, into your CMDB. In addition,
you can use the IntegrationHub ETL store app to create and manage custom
ETL transform maps so that you can integrate third-party data into the CMDB
without compromising its integrity.
CMDB Workspace
Use the CMDB Workspace store app to search, explore, and gain insights into
the CMDB. The CMDB Workspace is a store app that provides a central place for
working with the CMDB. In the CMDB Workspace you can examine the health
and recent activity related to CMDB, and access various CMDB dashboards and
tools to support the tasks in your organization.

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 Document Services release notes
®
The ServiceNow Document Services application provides a broad range of services that
are related to document management, such as creating, maintaining, and converting
documents, as well as integrating with third parties like Microsoft SharePoint. Document
Services was enhanced and updated in the Yokohama release.

Document Services highlights for the Yokohama release

Improved PDF generation that includes accessibility support.

See Document Services for more information.

Important: Multi Provider Document Services Framework is available in the

ServiceNow Store. For details, see the "Activation information" section of these release
notes.

UI changes

Pop-up window
Added a pop-up window for list and form export with a check box that enables
you to export an individual record or a list of records into a PDF format. The PDF
includes accessibility support.

Changed in this release

PDF generation and accessibility

Export a collection of records or a single record into a PDF format. New system
property was added for better accessibility.
Workflow migration for Managed Documents
Improved usability, low code accessibility, and feature parity due to the newly
configured workflows.

Activation information
Document Services is a Now Platform feature that is active by default.

Document Management is available with activation of the Document Management plugin

(com.snc.platform_document_management). For more details, see Activate Document
Management .

Multi Provider Document Services Framework Install Multi Provider Document Services
Framework by requesting it from the ServiceNow Store. Visit the ServiceNow Store website
to view all the available apps and for information about submitting requests to the store. For
cumulative release notes information for all released apps, see the ServiceNow Store version
history release notes .

Accessibility information
Added accessibility support for PDF document generation. PDF accessibility tags are now
available to help users who rely on screen readers to navigate, understand, and interact
with these generated PDF documents. For more information, see PDF generation and
accessibility .

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 MID Server release notes
®
The ServiceNow MID Server application enables communication and data transfers
between a ServiceNow instance and external applications, data sources, and services. MID
Server was enhanced and updated in the Yokohama release.

MID Server highlights for the Yokohama release

• MID Server supports and requires a minimum JRE version 17. The MID Server is bundled with
version 17.0.12 and the minimum JRE version supported is 17.0.10.
• The MID Server can now be installed on Windows hosts directly as a LocalSystem or non-
admin user with Start and Stop permissions.

See MID Server for more information.

Important information for upgrading MID Server to Yokohama

For the latest MID Server system requirements, see MID Server system requirements . The
minimum JRE version supported is 17.0.10 and the recommended version is 17.0.12.

If you have installed your own JRE, the upgrade process takes the following actions to verify
that the MID Server uses a supported JRE:
• If a MID Server is using an unsupported version of the JRE when it upgrades, the upgrade
process displays a warning message with the minimum and recommended JRE version.
• If a supported JRE is running on the MID Server host, the upgraded MID Server uses that
version.

All MID Server host machines require access to the download site at install.service-
now.com to enable auto-upgrades. For additional details, read how the system manages MID
Server upgrades .

Only one Windows MID Server service is permitted according to the executable path.
Upgraded Windows MID Servers that have multiple services pointing to the same installation
folder can’t start. See MID Server fails to start for more information.

For more information about MID Server upgrades, see the following topics:
• MID Server pre-upgrade check : Describes how the AutoUpgrade monitor tests the ability
of the MID Server to upgrade on your system before the actual upgrade.
• Upgrade the MID Server manually : Describes how to upgrade your MID Servers manually.

Changed in this release

MID Server supports and requires a minimum JRE version 17

The MID Server is compiled using Java 17 and is incompatible with any Java
version below 17 for runtime execution. The MID Server is bundled with version
17.0.12 and the minimum JRE version supported is 17.0.10. See the MID Server
JRE Minimum Version Requirement Update to JRE 17 Starting from Yokohama
Release [KB1704368] article in the Now Support Knowledge Base for information
about required procedures before upgrading the instance.
Improvements when manually installing a MID Server on Windows

The MID Server can now be installed on Windows hosts directly as a LocalSystem
or non-admin user with Start and Stop permissions.

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 Removed in this release

• When upgrading to the Yokohama release, 3DES will be permanently removed from MID
Server to improve security. See 3DES deprecation in SSH from Xanadu [KB1644950] for
more information.

Activation information
MID Server is a Now Platform feature that is active by default.

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 based on their
configured capabilities and assigned IP ranges.
Orchestration

Orchestration uses the MID Server to do work on internal and external

systems. Orchestration selects MID Servers based on their capabilities and the
applications that they’re 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.
Health Log Analytics
Health Log Analytics uses the MID Server to collect log data streaming into your
instance and helps you identify the root cause of issues.

Notify release notes

®
The ServiceNow Notify application provides support for SMS and voice channels on the
®
Now Platform to communicate with customers. Notify was enhanced and updated in the
Yokohama release.

Notify highlights for the Yokohama release

• Enhanced security for all client-callable script includes by enabling switching off the
sandbox mode.
• Enhanced security access for Notify tables.

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 See Notify for more information.

New in the Yokohama release

Deny-Unless ACL
Enhance the security of Notify tables by restricting access for non-authenticated
users through Deny ACLs.
Enhanced security for client-callable script includes
Enhanced security for all client-callable script includes by introducing the ability
to switch off the sandbox mode, providing greater control and protection
against unauthorized script execution for Notify tables.

Activation information
Notify is a Now Platform feature that is active by default.

Password Reset release notes

®
The ServiceNow Password Reset application enables you to set up your end users to reset
and change their passwords either using self-service or with the help of a service desk agent.
Password Reset was enhanced and updated in the Yokohama release.

Password Reset highlights for the Yokohama release

• Enhanced security for all client-callable script includes by switching off the sandbox mode.
• Enhanced security access for Password Reset tables.

See Password Reset for more information.

New in the Yokohama release

Deny ACLs for Password Reset Access

Enhance the security of Password Reset related tables by restricting access to
non-authenticated users through Deny ACLs.

Removed in this release

Password Reset workflows are deprecated and have been replaced by flows in the base
system for most users. zBoot users must still use the Password Reset flows.

Activation information
Password Reset is a Now Platform feature that is active by default.

Hermes Messaging Service release notes

®
The ServiceNow Hermes Messaging Service application enables you to integrate your
®
Apache Kafka environment with your ServiceNow instance. Hermes Messaging Service was
enhanced and updated in the Yokohama release.

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 Hermes Messaging Service highlights for the Yokohama release

• View the audit history for all topic operations.

• Scan and inspect topic messages using keywords or regular expressions.
• Monitor the health of Hermes components over time.

See Hermes Messaging Service for more information.

New in the Yokohama release

Topic audit history

Track changes made to a Hermes topic by viewing the topic's audit information.
Search for messages in a topic
Filter messages in a topic using keywords or regular expressions in the Hermes
Messaging Service topic inspector.
Improved diagnostics
Monitor the health of Hermes components over time.

Activation information
Hermes Messaging Service is a Now Platform feature that is available with activation of the
ServiceNow Stream Connect Installer (com.glide.hub.stream_connect.installer) plugin or
installation of the Log Export Service application. For details, see Hermes Messaging Service
activation .

Related ServiceNow applications and features

Using Stream Connect for Apache Kafka

Produce Apache Kafka messages from your ServiceNow instance using
Workflow Studio, and then consume the messages in an external application.
You can also produce Apache Kafka messages from an external application
and then consume the messages in your ServiceNow instance using a variety of
consumers with Stream Connect.
Exploring Log Export Service (LES)
Export log data securely to your external data lake for reporting, auditing, or
regulatory purposes using Hermes Messaging Service with the Log Export Service.
Instance Data Replication
Improve the performance and processing efficiency of Instance Data
Replication by upgrading the replication sets that you created prior to the
Washington DC release to use Hermes Messaging Service.

Knowledge Management release notes

®
The ServiceNow Knowledge Management application enables you to share knowledge
articles that provide users with information for self-help, troubleshooting, and task resolution.
Knowledge Management was enhanced and updated in the Yokohama release.

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 Knowledge Management highlights for the Yokohama release

• Identify and resolve accessibility-related issues during Knowledge article generation

through a new accessibility checker button in the TinyMCE toolbar.
• Enhance the creation and management of knowledge base through features in the
Knowledge Management advanced plugin such as article versioning, article subscriptions,
article templates, and an article quality index.

See Knowledge Management for more information.

UI changes

Editing functions for knowledge articles in the HTML editor

Identify and resolve accessibility related issues during Knowledge article
generation through a new accessibility checker button in the TinyMCE toolbar.

Activation information
Knowledge Management is a Now Platform feature that is active by default.

Accessibility information
Accessibility checker in the TinyMCE toolbar enables you to identify and resolve accessibility
related issues when creating a Knowledge article. See Accessibility checker in the toolbar
for more information.

Related ServiceNow applications and features

CSM Configurable Workspace

® ®
ServiceNow CSM Configurable Workspace and ServiceNow CSM Agent
Workspace enable customer service agents to read knowledge articles
attached to their cases and gain additional information that helps them resolve
cases more efficiently.
Field Service Management
Enable field service agents to read knowledge articles that are attached to their
work order tasks while they’re offline through the Now Mobile Agent app. For
more information, see Access the information you need using the Now Mobile
Agent application .
Communities
Harvest knowledge information from posts on a Community site. Create
structured knowledge articles from unstructured discussions around a question.
Problem Management
Create structured knowledge articles from information generated from a
problem form that could be useful to solve similar issues.
Incident Management
Resolve issues by searching for knowledge articles from an incident. Flag issues
with articles, edit articles from incidents, and report knowledge gaps while
resolving an incident. Formalize tacit knowledge by creating articles from an
incident using article templates.
Employee Service Management

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 Use knowledge blocks with HR Knowledge Management to simplify both HR
knowledge authoring for writers and knowledge consumption for readers.
Enable an HR agent to identify cases that have insufficient knowledge
coverage and to report knowledge gaps using the Demand Insights for HR
Cases dashboard. For more information, see Demand Insights for HR Cases
dashboard .

Instance Data Replication release notes

®
The ServiceNow Instance Data Replication (IDR) application simplifies the data replication
process between instances. Instance Data Replication was enhanced and updated in the
Yokohama release.

Instance Data Replication highlights for the Yokohama release

• Replicate data that's frequently updated in large tables on your instance by scheduling
data replication.
• Queue multiple seeding requests from your producer instance.
• Reseed missing or mismatched records automatically when creating a data comparison
request.

See Instance Data Replication for more information.

Important information for upgrading Instance Data Replication to Yokohama

Improve the performance and processing efficiency of Instance Data Replication (IDR) by
upgrading your replication sets to V2, which uses Hermes Messaging Service. For details, see
Upgrading legacy replication sets to V2 in Instance Data Replication .

Log rotation is automatically enabled for the Replication Payload Error

[idr_replication_payload_error] table after the upgrade. By default, the log rotation schedule
is comprised of seven shards, with five days for each shard. All log entries in this table created
before the upgrade are automatically truncated.

New in the Yokohama release

Scheduled seeding
Replicate data from a producer to a consumer at scheduled times each day.
Multiple seeding requests
Run concurrent seeding requests across multiple replication sets, with up to one
active request per set.
Automatically seed missing or mismatched records
Automatically seed missing or mismatched records when you create a data
comparison request.

Changed in this release

Seeding request improvements

In V2 replication sets, the number of records in a seeding request is now
unlimited.
Data comparison improvements
In V2 replication sets, the number of records in comparison or reseeding counts is
now unlimited.
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 Reseed missing attachments
Attachments are now included in data comparison requests.
Seeding performance improvements
Seeding throughput and message queue efficiency has been optimized in IDR.

Deprecations
Legacy replication sets are planned for deprecation by the Zurich release. To continue
replicating data in Zurich, you must upgrade all legacy replication sets to V2. For details
on upgrading legacy replication sets to V2 before the upgrade, see Upgrading legacy
replication sets to V2 in Instance Data Replication .

Activation information
Instance Data Replication is a Now Platform feature that is available with activation of the
IDR (com.glide.idr) plugin, which requires a separate subscription. For details, see Request an
Instance Data Replication subscription .

Related ServiceNow applications and features

Hermes Messaging Service

Hermes Messaging Service is a multi-tenant, multi-cluster data transport and
queuing service built on Apache Kafka that enables your instance to reliably
produce and consume large volumes of Kafka events.

Now Assist for Service Graph Connectors (SGC) release notes

®
The ServiceNow Now Assist for Service Graph Connectors (SGC) application is designed to
leverage generative AI capabilities and resolve issues within Service Graph Connectors. Now
Assist for SGC is a new application in the Yokohama release.

Now Assist for SGC highlights for the Yokohama release

• Diagnose the errors that occur within Service Graph Connectors.

• Use the recommendations provided to help resolve the issues.

See Now Assist for Service Graph Connectors (SGC) for more information.

Important: Now Assist for SGC is available in ServiceNow Store. For details, see the
"Activation information" section of these release notes.

Now Assist for SGC features

Diagnose a Service Graph Connector issue by using Now Assist

Diagnose a failed import set that is associated with a Service Graph Connector
and get a summary of the errors with the recommendations to resolve the issues.

Activation information

Install Now Assist for SGC by requesting it from ServiceNow Store. Visit the ServiceNow Store
website to view all the available apps and for information about submitting requests to the
store. For cumulative release notes information for all released apps, see the ServiceNow
Store version history release notes .

Now LLM Service is currently the only provider for this Now Assist skill.
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 Related ServiceNow applications and features

Service Graph Connectors

Use a Service Graph Connector to import and integrate third-party data into
CMDB and non-CMDB tables.

Service Catalog release notes

®
The ServiceNow Service Catalog application provides a requester view of the available
services and products offered by the departments within your organization. Service Catalog
was enhanced and updated in the Yokohama release.

Service Catalog highlights for the Yokohama release

Enable your users to experience the flexibility of using supported languages when creating or
editing catalog items in Catalog Builder.

See Service Catalog for more information.

New in the Yokohama release

Use non-English language for creating or editing catalog items

Enable your users to use supported languages when creating or editing catalog
items. A non-English language user can create or edit a catalog item in their
language that is supported in Catalog Builder. For example, if a Spanish
language user logs in to Catalog Builder and creates or edits an item, the
Spanish version of the item is created or updated.

Activation information
Service Catalog is a Now Platform feature that is active by default.

Related ServiceNow applications and features

Now Assist in Catalog Builder

®
Use ServiceNow Now Assist in Catalog Builder to create catalog items of your
choice in Catalog Builder by giving text inputs.
Catalog Conversational Coverage
®
ServiceNow Catalog Conversational Coverage provides a dashboard to view
a high-level overview of the conversational and non-conversational catalog
items.

Now Platform security release notes

®
Now Platform security product enhancements and updates in the Yokohama release.
®
Use the Now Platform security to secure the instance, encrypt your data, authenticate users,
and view your current compliance levels based on application security standards.

Authentication release notes

®
The ServiceNow Authentication application supports many authentication mechanisms that
enable you to validate the identity of users. Authentication was enhanced and updated in
the Yokohama release.

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 Authentication highlights for the Yokohama release

• Use Continuous Authentication to require step-up authentication or re-authentication to

the users before allowing access to sensitive or high-privilege information.
• Multi-factor Authentication (MFA) is enforced by default for all non-SSO login to
®
ServiceNow .
• Use the Authorization code, resource owner password credential, SAML bearer, and JWT
bearer OAuth grant types of OAuth for outbound integration requests through the MID
Server.

See Authentication for more information.

New in the Yokohama release

Continuous Authentication
Use Continuous Authentication to require step-up authentication or re-
authentication to the users before allowing access to sensitive or high-privilege
information.
OAuth Grant Types for MID Server
Use the Authorization code, resource owner password credential, SAML bearer,
and JWT bearer OAuth grant types of OAuth for outbound integration requests
through the MID Server. Personal Auth is also supported through the MID server.
MID Servers facilitate communication and data movement between a single
®
ServiceNow instance and external applications, data sources, and services.

Changed in this release

Multi-factor authentication (MFA) enforcement

MFA is mandated and is enforced to all the non-SSO login users accessing
®
ServiceNow .

Activation information
Authentication is a Now Platform product that is active by default.

Related ServiceNow applications and features

Secure your instance

Platform Security is built into all levels of the Now Platform. Implement the security
features that are appropriate for your organization. Manage failed logins and
encrypted password protection, access control rules, and audit logs.

Encryption Key Management release notes

®
The ServiceNow Encryption Key Management application protects your data by using
encryption, tightly controlled key access, National Institute of Standards and Technology
(NIST) 800-57-based key life-cycle management, and FIPS 140-2-L3 key protection. Encryption
Key Management was enhanced and updated in the Yokohama release.

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 Encryption Key Management highlights for the Yokohama release

• Column Level Encryption has been rebranded and redesigned to now be called Field
Encryption.
• Use Access Observer to help plan for and troubleshoot Field Encryption implementations.
• Edge Encryption administrators can use the new process to migrate from Edge Encryption
to Field Encryption.

See Key Management Framework for more information.

Important information for upgrading to Yokohama

• The GlideEncrypter API uses the three-key Triple Data Encryption Standard (3DES)
encryption standard which NIST 800-131A Rev 2 has recommended against using after
2023. The following changes are taking place in the Yokohama release in preparation for a
full deprecation of GlideEncrypter/3DES in the future.
◦ New Yokohama instances can’t use GlideEncrypter. All base system scripts have been
changed to use alternative encryption processes.
◦ if you’re upgrading your Yokohama instances, you can still use 3DES, but you can also
disable 3DES usage with a system property.
◦ Learn more about 3DES deprecation in KB1704481 .

New in the Yokohama release

Column Level Encryption is now Field Encryption

Column Level Encryption has been rebranded to Field Encryption Starter (FES),
while Column Level Encryption Enterprise is now Field Encryption Enterprise (FEE).
Access observer
Use access observer to understand the people and processes that access data
on your instance.
Improved migration process from Edge Encryption to Field Encryption
Use the new process for migration from Edge Encryption to Field Encryption
(formerly Column Level Encryption). This improved workflow ensures that your
data migrates from Edge Encryption to Field encryption without spending time in
an unencrypted state.

Activation information
The Platform Encryption subscription bundle is a group commercial entitlement that includes
Field Encryption Enterprise and Cloud Encryption.

Field Encryption Enterprise is the unlimited license of Field Encryption. The Enterprise plugin is
available with the activation of the com.glide.now.platform.encryption plugin. For details,
see Encryption and Key Management subscription bundle .

Related ServiceNow applications and features

Encryption and Key Management

Encryption is a cryptographic procedure that converts plain text into cipher text,
which helps prevent anyone but the intended recipient from reading that data.

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 Key Management Framework
The Key Management Framework lets you fully customize and manage how
cryptographic operations are performed on your instance.
Code Signing
Code Signing creates digital signatures for the data, which are later checked
to confirm the authenticity and integrity of the data. Code Signing is a module
licensed as a component of Vault.
Edge Encryption
Edge Encryption encrypts sensitive data on your company premises before
sending it over the internet to your instance (encrypted in flight), where it
remains encrypted at rest.
Cloud Encryption with Key Management
Cloud Encryption offers encrypted storage for the database by using block
encryption, with enhanced key management. Cloud Encryption is available
with the Platform Encryption subscription bundle and the ServiceNow Vault
subscription bundle.

Identity release notes

®
The ServiceNow Identity application supports identity mechanisms that enable you to
validate the identity of users. Identity was enhanced and updated in the Yokohama release.

Identity highlights for the Yokohama release

®
• Use the Access Insights module in the ServiceNow Access Analyzer V4 tool to get access
insights of your users, while comparing the user access.
• Assign the AA_Admin role to the users to access and administer the Access Analyzer.

See Identity for more information.

New in the Yokohama release

Access Insights
®
Use the Access Insights module in the ServiceNow Access Analyzer V4 tool to
get access insights about role or group entitlements that are assigned to the user
at a peer-level (meaning at the same organization, department, and Manager),
while comparing the user access.

Important: Access Insights (Access Analyzer V4) is available in the

ServiceNow Store. For more information, visit ServiceNow Store.

Changed in this release

Access Analyzer
Assign the AA_Admin role to the users to access and administer the Access
Analyzer.

Important: Access Insights (Access Analyzer V4) is available in the ServiceNow Store.
For more information, visit ServiceNow Store.

Activation information
Identity is a Now Platform product that is active by default.
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 Related ServiceNow applications and features

Secure your instance

Platform Security is built into all levels of the Now Platform. Implement the security
features that are appropriate for your organization. Manage failed logins and
encrypted password protection, access control rules, and audit logs.

Code Signing release notes

The Code Signing application validates scripts and code that runs on your instance. Code
Signing was enhanced and updated in the Yokohama release.

Code Signing highlights for the Yokohama release

Use Code Signing Guardrails to improve checks during the signing process to create more
secure workflows.

See Code Signing for more information.

Changed in this release

Enhancements to the guardrails check

The Code Signing Guardrails check has been improved to enhance signature
verification, resulting in more secure workflows. In addition, multiple optimizations
have been implemented to improve the performance benchmarks of the
Guardrails scan, and log files now feature a more intuitive naming convention,
which simplifies file identification within your system.
Generate update sets with a maximum size of 10,000 records
Code Signing now enforces limits on large update sets to improve the user
experience. The maximum size for an update set is 10,000 records.
Naming updates for trusted and production instances
The trusted non-production instance has been renamed to trusted instance, and
the protected production instance has been renamed to production instance.
These naming updates have been made to better align with customer usage.

Activation information
Code Signing is a Now Platform product that is active by default.

Related ServiceNow applications and features

Encryption and Key Management

Encryption is a cryptographic procedure that converts plain text into cipher text,
which helps prevent anyone but the intended recipient from reading that data.
Key Management Framework
The Key Management Framework lets you fully customize and manage how
cryptographic operations are performed on your instance.
Edge Encryption
Edge Encryption encrypts sensitive data on your company premises before
sending it over the internet to your instance (encrypted in flight), where it
remains encrypted at rest.
Cloud Encryption with Key Management

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 Cloud Encryption offers encrypted storage for the database by using block
encryption, with enhanced key management. Cloud Encryption is available with
the Platform Encryption subscription bundle.

Data Privacy release notes

®
The ServiceNow Data Privacy application enables you to classify sensitive data, remove
personally identifiable information (PII) from user data in a production instance, and
anonymize data in production and non-production instances. Data Privacy was enhanced
and updated in the Yokohama release.

Data Privacy highlights for the Yokohama release

• Leverage Now Assist in Data Privacy to discover unconventional patterns of sensitive data.
• Sanitize sensitive data from Now Assist prompts without impacting response.
• Discover sensitive data from attachments using enhanced Data Discovery jobs.

See Platform Privacy for more information.

Important: Data Privacy is available in the ServiceNow Store. For details, see the
"Activation information" section of these release notes.

Important information for upgrading Data Privacy to Yokohama

Licensing changes enable you to install Data Discovery, Data Discovery APIs, Data
Anonymization, and Data Privacy APIs without an entitlement, but you must have an
entitlement to run a job.

New in the Yokohama release

Now Assist for Data Privacy

Use Now Assist for sensitive data discovery on data that doesn’t follow a pattern
like name, address, and more.
Configuring Now Assist for Data Privacy
Sanitize sensitive data entered in Now Assist prompts to prevent leakage without
impacting the response.
Discover sensitive data from attachments.
Discover and report on sensitive data from attachments.

Activation information
Data Privacy is available with activation of the Data Privacy Plugin (sn_dp_store_app). For
details, see Activate data privacy .

Domain Separation release notes

®
The ServiceNow Domain Separation application enables you to separate data, processes,
and administrative tasks into logically defined domains. Domain Separation was enhanced
and updated in the Yokohama release.

Domain Separation highlights for the Yokohama release

Enable domain separation in live environments by using the Post-Production Domain
Separation Activation Utility.

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 See Domain separation for service providers for more information.

Important: Domain Separation is available in ServiceNow Store. For details, see the
"Activation information" section of these release notes.

New in the Yokohama release

Post-Production Domain Separation Activation Utility

Begin using domain separation on a live environment with the guided Post-
Production Domain Separation Activation Utility.

Activation information
Domain Separation is a Now Platform feature that is available with activation of the
com.glide.domain.activation_utility. For details, see Domain separation plugin .

Access Management release notes

®
The ServiceNow Access Management includes access control lists (ACLs), security
attributes, contextual security manager, data filtration, and many more controls. These
tools provide finer control and improved security for managing data access. Access
Management was enhanced and updated in the Yokohama release.

Access Management highlights for the Yokohama release

• Security Data Filters help control access to sensitive data and ensure that only authorized
users can view records, regardless of how the data is accessed.
• Related Record Access enables more consistent control over what records users are able
to access between related tables.

See Access Control List Rules for more information.

New in the Yokohama release

Security data filters

Security data filters allow restriction of access to records based on security
attribute related assertions. Security Data Filters are applied before the query is
executed, so that data you restrict access to never leaves the database.
Related record access
Related Record Access better defines access relationships between two tables
with related records, ensuring consistent access behavior for users.

Activation information
Access Management is a Now Platform feature that is active by default.

Now Platform user interface release notes

®
Now Platform user interface product enhancements and updates in the Yokohama release.

These release notes describe product enhancements for core platform functionality in user
interfaces, such as lists and forms.

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 Adoption Services release notes
®
The ServiceNow Adoption Services is a suite of solutions, both products and features, that
provide user support and critical information when a user needs it most. Adoption Services
was enhanced and updated in the Yokohama release.

Adoption Services highlights for the Yokohama release

• Experience the Guided Tours in dark and light themes.

• Execute Guided Tours from any scoped application route.
• Explore the What's New feature that's available in Help Center for all experiences.
• Use the new Help Center UI features that provide a more enhanced experience.
• Explore the enhanced Guided Setup that support running it multiple times.

See Adoption services for more information.

Important: Adoption Services is available in ServiceNow Store. For details, see the
"Activation information" section of these release notes.

UI changes

Help Center
The Help Center panel is now attachable and detachable from the header. You
can also drag and resize it after you detach it. This feature is available with a
keyboard, for accessibility support.
Guided tours
Guided Tours is now accessible in dark and light themes. This capability now
inherits any theme-based color and scheme that you select.

Changed in this release

Help Center
Navigate to What's New within the Help Center panel across all experiences,
including Core UI. Starting in the Yokohama release, configuration support for this
new feature is available in classic and custom pages.

This feature isn’t supported for non-Polaris users.

Embedded Help
Import non-English content without overriding the last uploaded language
content.

Create, edit, or delete Guided Tours from any scoped application including Now
Platform.

Guided Setup
You can now run the Guided Setup player or builder multiple times.

Select the multi-run feature while you’re configuring and executing the tasks
multiple times.

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 Activation information
Adoption Services is a Now Platform feature that is provided with the plugins, by default. You
don’t need to activate this feature.

Next Experience release notes

®
The ServiceNow Next Experience application delivers an intuitive, personalized experience
that enables your organization to drive productivity, improve engagement, and inspire
®
learning with the Now Platform . Next Experience was enhanced and updated in the
Yokohama release.

Next Experience highlights for the Yokohama release

• Create personalized keyboard shortcuts to streamline your workflow and boost

productivity.
• Track the filters that you apply to your Workspace lists within the History menu. Each time
you change your filter, the History menu displays a separate entry.
• Quickly locate and adjust your user preferences by using the new streamlined search
function.
• User preference icons now adopt your theme colors.

See Next Experience UI for more information.

New in the Yokohama release

Fuzzy search results returned within the Unified Navigation menus

Find relevant search results even with shortened text by using the fuzzy results
filter, which ranks results based on their similarity to your search query. Adjust the
minimum accuracy score to help fine-tune filter behavior.
Customizing the Next Experience keyboard shortcuts
Assign specific actions to unique key combinations to quickly execute tasks. See
the Accessibility information section for details.
Activity stream user preference available
Enable the activity stream to automatically expand all activities from within the
Workspace user preference group.
Next Experience keyboard shortcuts
Use a new keyboard shortcut to open and close the Now Assist panel and
another keyboard shortcut to enable Now Assist voice input mode.

UI changes

Enable keyboard focus on truncated text user preference

The "Enable keyboard focus on truncated text" user preference has been
updated to "Enable keyboard focus on text that displays a tooltip."
Improved keyboard shortcut modal
The keyboard shortcut menu has improved usability in the following ways:

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 • The modal now includes two columns that include the keyboard shortcut and
a description with a scrollable list of available shortcuts on the viewed page.
• A search field enables you to search for shortcuts that are relevant to the
page you’re viewing.
• A Close button enables you to easily close the modal.

Changed in this release

Next Experience user preferences

The new user preference panel provides a more efficient, streamlined way for
you to work. Use the new search bar to locate your preferences. A wider modal
displays all preference groups and when you select a group, all the individual
preferences that are related to it appear in the same window.

Activation information
Next Experience is a Now Platform feature that is active by default when the user loads
or upgrades to the Yokohama release. If there are known problems with turning on Next
Experience on an instance, an opt-out system property can be created prior to upgrade.

Theme Builder comes with the Next Experience and is active by default..

Browser requirements
The Yokohama release doesn't support Internet Explorer 11. The iOS version of Firefox is also
not supported.

Accessibility information

Customize Next Experience keyboard shortcuts

Create your own keyboard shortcuts for frequently used actions.
Next Experience keyboard shortcuts
Keyboard shortcuts categorized: Keyboard shortcuts for each page are now
organized into categories: Page Action, Page Navigation, Global Navigation,
and General.

New keyboard shortcuts: Two new Next Experience keyboard shortcuts are
available, one shortcut to open and close the Now Assist panel and another to
enable voice input for Now Assist.

Accessibility improvements for keyboard interactions: Use the right and left
arrow keys to expand and collapse rows.

Configure Next Experience accessibility preferences

Voice input for Now Assist

A new user preference activates voice-to-text input in the Now Assist panel. With
this feature, you can use your voice to access Now Assist skills in the Now Assist
panel in any supported language.

This preference appears only if your system administrator has enabled the voice
input for the Now Assist feature for your instance. For more information, see
Enable voice input for Now Assist panel .

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 Once your system administrator has enabled voice input for your instance, the
"Enable voice input for the Now Assist panel" user preference is displayed.

Service Portal release notes

®
The ServiceNow Service Portal application enables you to build mobile-friendly self-
service experiences for your customers and employees with an easy-to-use, modular portal
framework. Service Portal was enhanced and updated in the Yokohama release.

Service Portal highlights for the Yokohama release

• Analyze the performance of portal pages and their widgets.

• Compare cloned widgets with the base widget from which they were cloned.
• Use ECMAScript 2021 (ES12) JavaScript mode in widget server scripts.
• Enable early single sign-on (SSO) redirection.
• Specify the user roles that apply to a page route map.

See Service Portal for more information.

New in the Yokohama release

Analyze the performance of portal pages and their widgets

Set benchmarks against which to analyze the performance of a portal page.
Identify widgets on the page that don't meet the performance benchmarks and
view details about their performance.
Compare a cloned widget with its base widget
Compare cloned widgets with the base widget from which they were cloned.
View differences between the code of the cloned widget and the base widget
highlighted in the code comparator.

Changed in this release

Use ECMAScript 2021 (ES12) JavaScript mode in server scripts for widgets

Use features supported in the ECMAScript 2021 (ES12) JavaScript mode in server-
side scripts for widgets by selecting Turn on ECMAScript 2021 (ES12) mode from
the widget record or Widget Editor. For information about features supported
in the ECMAScript 2021 (ES12) JavaScript mode, see JavaScript engine feature
support .
Define roles for page route maps
Control which users are redirected to a new page based on a page route map.
Specify the user roles to apply in the Page Route Map form.
Improved redirection for single sign-on (SSO) authentication

Improved the experience of logging in to portals that use single sign-on (SSO)
authentication by redirecting to the SSO Identify Provider (IdP) login page
without trying to load the portal page first.
Enforce providing comments when rejecting requests
Require approvers to provide comments when rejecting a request from the
Approvals widget. Administrators can enable requiring comments from the
widget instance options.
Check cross-scope privileges to a table with the Form widget
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 Validate access to tables from which the Form widget fetches data. The Form
widget checks for the necessary cross-scope privileges to a table by default.

Activation information
Service Portal is a Now Platform feature that is active by default.

Browser requirements
The Yokohama release doesn't support Internet Explorer 11.

The iOS version of Firefox doesn’t support Service Portal pages.

For more information about Service Portal browser support, see Browser support.

Related ServiceNow applications and features

Sitemap Generator
Define and automatically generate XML sitemaps to improve the search engine
optimization (SEO) of your public portal pages.
AI Search
The ServiceNow AI Search application provides search capabilities for Service
Portal, Now Mobile, and Virtual Agent.
User Experience Analytics
After you enable User Experience Analytics for Service Portal, you can view
detailed key performance indicator (KPI) data on a dashboard and on list views.
Authentication
Validate the identity of users who access an instance and allow them to use
features that match their role or job function. You can allow portal users to log in
without a password by enabling PIV/CAC card authentication.

Theme Builder release notes

®
The ServiceNow Theme Builder application enables you to tailor the visual experience for
your users, helping to update the look and feel to be more like your brand. Theme Builder
was enhanced and updated in the Yokohama release.

Theme Builder highlights for the Yokohama release

• Edit and style the Unified Navigation component to better suit your brand.
• Double-click any component to quickly access the Component Editor where you can
make individual style edits.

See Exploring themes in Next Experience for more information.

Important: Theme Builder is available by default starting in the Yokohama release

and upgrades are available in ServiceNow Store. For details, see the "Activation
information" section of these release notes.

New in the Yokohama release

Align with your brand by using the Unified Navigation component

Customize the Unified Navigation component from within Theme Builder by using
the following new features:
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 • Quickly view how the Unified Navigation component will look in your theme by
using the Preview pane.
• Use the Component Configuration menu to view any shared styling between
subcomponents.
• View the background color of your subcomponent and see how it renders in
relation to the Unified Navigation component by using the updated canvas
color feature.

Use the double-click feature to quickly access the Component Editor

Double-click a component tile to access the Component Editor where you can
continue to make style adjustments to subcomponents, variants, or interactions.

UI changes

Navigation updated
The Return to component overview link within the Component Editor is replaced
with breadcrumb-style navigation for a more contextual navigation experience.
Component Editor button replaced
The Go to Component Editor button is now labeled either Style variants, Style
subcomponents, or Style interactions depending on the selected component.
The Component Editor behaves in the same way despite this UI change.
Component Editor Interactions States panel updated
The Interaction States panel within the Component Editor now refers to either
Interactions or Subcomponents.

Activation information
Starting with the Yokohama release, Theme Builder is included as a core plugin with the Next
Experience application and is available by default. You can update to the latest version of
Theme Builder from ServiceNow Store.

Related ServiceNow applications and features

Build apps using App Engine Studio

®
Use ServiceNow App Engine Studio for developing rich web applications to
store information, automate business processes, and solve business problems.
UI Builder
®
Use ServiceNow App Engine Studio to build pages for workspaces that are
generated with App Engine Studio or custom web experiences by using Next
Experience Components and custom web components.

Workspace release notes

®
The ServiceNow Workspace application provides agents, case managers, help desk
professionals, and managers with tools to answer customer questions and resolve customer
problems. Workspace was enhanced and updated in the Yokohama release.

Workspace highlights for the Yokohama release

• Navigate form templates with larger cards, sorting preferences, and favorites.
• Add collapsible content to email templates and attach a display to knowledge base links.

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 • Leverage the latest workspace features for email composer in the Core UI.
• Use lists that have additional condition builder fields, infinite scroll, live updates, and saved
temporary lists.
• Provide role-based access control for viewing and editing tables in the Activity stream.

See Workspace UI for more information.

New in the Yokohama release

Configure keyboard shortcut for response templates

Use a keyboard shortcut to add response templates to journal fields within a
form.
Create collapsible content for email templates
Hide email content behind an ellipsis in email templates.
Configure the email composer in Core UI
Access the latest Workspace features for email composer in the Core UI.

UI changes
Favorite form templates
See your favorite form templates that you use most often in the Templates list.
Larger form template cards
Larger form template cards provide you with the entire labels for form templates
in the Templates list without selecting them.
Sorting preferences for form templates
Sort form templates in the Templates list by the last used templates or in
alphabetical order.
Preview the relevant templates in the email composer
Preview relevant email templates, response templates, and quick messages that
are listed in the email composer's Apply templates modal.
View a total count of drafts in the email composer
A badge on the View drafts icon displays the total count of your drafts that are
available in the email composer.
Preview all drafts available in the email composer
Preview all drafts that are available in the email composer's View drafts modal
instead of your three most recent drafts.
Time elapsed in the Activity stream
Timestamps in the Activity stream provide more clarity on the amount of time
that has elapsed by reflecting the format for timestamps in the Core UI.
Compose text area expands with changes
The Compose text area expands dynamically to fit the parent container in the
side-by-side view and modeless dialog.
Customize the multi-record associator
Resize the multi-record associator and adjust the number of rows that are shown
per page in the multi-record associator.
Download all attachments
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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Create a zip file and download all attachments in the Attachments list.
Download multiple attachments at once
Select multiple attachments to download from the Attachments list at once.
Reopen special handling notes
Reopen special handling notes after they have been dismissed without
refreshing the page or closing and reopening the record.
Indicator for personalized lists
A dot was added to the Update Personalized List icon as an indicator that the
current list shows the personalized columns instead of the column defaults.
Progress bar for Percent complete list field
When you add a Percent completefield to a list, a progress bar displays next to
the percentage.
Condition builder integrated into list
Condition builder opens above the list as an integrated part of the list
experience instead of opening as a modal.
Open column search row with icon
The Show column search row icon enables you to display a row to search
columns in a list instead of using the Column options menu.

Changed in this release

Context-based suggestions with @mentions

Receive suggestions for users with access to the record when using @ mentions.
Expand all tiles in the Activity stream
Set a user preference to keep all tiles in the Activity stream expanded across
cases and user sessions.
Access control security model for the Activity stream
Data filters and access rules provide role-based access control for viewing and
editing tables in the Activity stream.
Multiple records added from the multi-record associator load in the background
Work on a record while the multiple records that were selected from the multi-
record associator are added in the background.
Attach display text to knowledge base links in the email composer
Manage your email's appearance by attaching display text to knowledge base
links.
Infinite scroll for lists
Scroll infinitely through lists without pagination.
Live updates for lists
View live updates on lists without refreshing the list page.
Temporary lists available in the list menu
Temporarily access personalized lists that are sent to you as links within the My
Lists menu.
Filter for hierarchy in condition builder
The is within hierarchy field in the condition builder enables you to filter your list
within a hierarchy instead of only direct reports.
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 Activation information
Workspace is a Now Platform feature that is active by default.

Browser requirements
Workspace doesn’t support mobile devices, Internet Explorer, or Microsoft Edge. Instead, use
Microsoft Edge-Chromium or one of the other supported browsers that are listed in Browser
support.

Operational Technology release notes

Operational Technology has new and updated features in the Yokohama release.

Industrial Process Manager release notes

®
The ServiceNow Industrial Process Manager application enables your teams to map and
visualize the industrial equipment models and associated production processes at individual
facilities. Industrial Process Manager was enhanced and updated in the Yokohama release.

Industrial Process Manager highlights for the Yokohama release

• Organize your Operational Technology (OT) device data by capturing the mapped
equipment model entity for an OT device.
• View the relationships between devices and other configuration items (CIs) with the Unified
Map experience in the Industrial Workspace.

See Industrial Process Manager for more information.

Important: Industrial Process Manager is available in the ServiceNow Store. For details,
see the "Activation information" section of these release notes.

New in the Yokohama release

Capture the mapped equipment model entity for your OT devices

Organize your OT device data efficiently by adding the primary equipment
model entity for your OT devices. You can also automatically update the primary
equipment model entity for your existing devices.
Use the Unified Map experience in the Industrial Workspace
View the relationships between OT devices and other CIs with the Unified Map
experience. You can also view related items, such as OT incidents and change
requests.
Map discovery detected devices using the Automated Mapping Across Zone-based IP
Network Groups (AMAZING) feature
Map Discovery detected devices that have an IP address on their Network
Adapter record using the AMAZING feature.

UI changes

Mapped equipment model entity column

The Mapped equipment model entity column was added to the Industrial
Workspace list views for OT devices.
Mapped OT Devices list

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 The Mapped OT Devices list is now available in the Industrial Workspace list view
so you can view the mapping between an equipment model entity and an OT
device.
ISA Hierarchy search bar
A search bar was added to the ISA Hierarchy in the Industrial Workspace so you
can search for equipment model entity names.
View OT Unified Map button
The View OT Unified Map button was added to the Equipment model entity
record in the Industrial Workspace to access the Unified Map.
View OT Unified Map button
The View OT Unified Map button was added to OT incident records, OT change
request records, and remediation task records to access the Unified Map
associated with the opened record.
Industrial Process Health icon

The Industrial Process Health icon ( ) was added to OT incident records, OT

change request records, and remediation task records to access the Unified
Map in the record side panel.

Activation information
Install Industrial Process Manager by requesting it from the ServiceNow Store. Visit the
ServiceNow Store website to view all the available apps and for information about
submitting requests to the store. For cumulative release notes information for all released
apps, see the ServiceNow Store version history release notes .

Related ServiceNow applications and features

Operational Technology Manager

The ServiceNow Operational Technology Manager enables you to aggregate
OT device data from multiple sources so that you can build the foundational
data relationships used in the Industrial solution.

Operational Technology Change Management release notes

®
The ServiceNow Operational Technology Change Management application enables
engineers to implement changes to Operational Technology (OT) devices and production
processes. Operational Technology Change Management was enhanced and updated in
the Yokohama release.

Operational Technology Change Management highlights for the Yokohama

release
In an OT change request record in the Industrial Workspace, use new related lists to create
an OT incident record related to the OT change request, or link an existing OT incident record
to the OT change request.

See Operational Technology Change Management for more information.

Important: Operational Technology Change Management is available in the

ServiceNow Store. For details, see the "Activation information" section of these release
notes.

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 UI changes

Incidents Fixed by Change related list

The Incidents Fixed by Change related list was added to the OT change request
record in the Industrial Workspace. You can use this related list to create an OT
incident or link an existing OT incident that has been fixed by the OT change
request.
Incidents Caused by Change related list
The Incidents Caused by Change related list was added to the OT change
request record in the Industrial Workspace. You can use this related list to create
an OT incident or link an existing OT incident that is needed because of the OT
change request.

Activation information
Install Operational Technology Change Management by requesting it from the ServiceNow
Store. Visit the ServiceNow Store website to view all the available apps and for information
about submitting requests to the store. For cumulative release notes information for all
released apps, see the ServiceNow Store version history release notes .

Related ServiceNow applications and features

IT Service Management
When integrated with Operational Technology Change Management, the
ServiceNow IT Service Management application enables engineers to resolve OT
device and production process issues.
Industrial Process Manager
Use the ServiceNow Industrial Process Manager application to create the ISA-95
Equipment Model data foundation that is required for the ServiceNow Industrial
solution, enabling you to create your own version of the equipment models in
each of your industrial solution sites.

Operational Technology Incident Management release notes

®
The ServiceNow Operational Technology Incident Management application enables
engineers to resolve Operational Technology (OT) device and production process issues.
Operational Technology Incident Management was enhanced and updated in the
Yokohama release.

Operational Technology Incident Management highlights for the Yokohama

release
Relate an OT incident to an OT change request by creating the incident from the change
record in the Industrial Workspace.

See Operational Technology Incident Management for more information.

Important: Operational Technology Incident Management is available in the

ServiceNow Store. For details, see the "Activation information" section of these release
notes.

New in the Yokohama release

Create an OT incident from an OT change request

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 Create an OT incident related to an OT change request directly from the OT
change record in the Industrial Workspace.

Activation information
Install Operational Technology Incident Management by requesting it from the ServiceNow
Store. Visit the ServiceNow Store website to view all the available apps and for information
about submitting requests to the store. For cumulative release notes information for all
released apps, see the ServiceNow Store version history release notes .

Related ServiceNow applications and features

IT Service Management
When integrated with Operational Technology Incident Management, the
ServiceNow IT Service Management application enables engineers to resolve OT
device and production process issues.
Industrial Process Manager
Use the ServiceNow Industrial Process Manager application to create the ISA-95
Equipment Model data foundation that is required for the ServiceNow Industrial
solution, enabling you to create your own version of the equipment models in
each of your industrial solution sites.

Operational Technology Manager release notes

®
The ServiceNow Operational Technology Manager application enables you to aggregate
Operational Technology (OT) device data from multiple sources so that you can build the
foundational data relationships in the Industrial solution. Operational Technology Manager
was enhanced and updated in the Yokohama release.

Operational Technology Manager highlights for the Yokohama release

• Track your OT device data with the new Operational Technology Visibility dashboard.
• Group OT devices using CMDB groups to support non-CMDB tables that must be converted
from IT to OT.
• Use the Configuration Management Database (CMDB) (CMDB) OT class model updates
and UI enhancements.
• Help import and classify your OT device data with the updates and UI enhancements for
the Pre-import OT Worksheet Entry Review (POWER) tool.

See Operational Technology Manager for more information.

Important: Operational Technology Manager is available in the ServiceNow Store. For

details, see the "Activation information" section of these release notes.

New in the Yokohama release

Operational Technology Visibility dashboard

Track your OT data across different sites with the Operational Technology
Visibility dashboard available in the Industrial Workspace.
Automatic conversion of IT to OT devices using CMDB groups
Use CMDB groups to group IT configuration items (CIs) based on additional
information, such as software installed, so that you can convert the CIs to OT
devices.
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 Mapped equipment model entity for your OT devices
Identify the equipment model entity that your OT devices are mapped to in the
Industrial Workspace and help group your device data by equipment model
entity.
Important actions configuration on the OT Action-Oriented Landing Page
Configure the OT Action-Oriented Landing Page by using the Sort items field for
your important actions.
CMDB OT class model updates
Use an enhanced OT user experience and make additional configurations with
the following CMDB OT class model updates:
• Product Instance Identifier was added as an identifier for the OT Identification
Rule.
• The OT backup management model was added to help you store multiple
backups against a configuration item.
• Firmware Installation [cmdb_firmware_install], Key Value [cmdb_key_value],
and Software Instance [cmdb_software_instance] tables were added as a
related entry for OT classes.
• The ire_criterion_attribute attribute was added to the OT Entity
[cmdb_ot_entity] table to act as a criterion attribute for an OT entity-related
entry.
• Optional conditions to filter the records during identification and reconciliation
were added to the OT identification rules.
• The OT Class Mapping Template [ot_class_mapping_template] table was
introduced to capture class mappings used for Service Graph Connectors.
• Required conditions were added under Advanced Configuration that must be
met for lookup identification rules.
• Industrial printer (industrial_printer) was added as an OT device type.

Pre-import OT Worksheet Entry Review (POWER) tool updates

Import OT devices with distributed Microsoft Excel spreadsheets to help manage
your OT system and its devices. The POWER tool includes the following new
features:
• Firmware Installation records can be created when a firmware version is
available.
• OT entity update issues can be resolved through the Service Graph Connector
for Microsoft Excel.
• The new Industrial Core plugin (com.sn_ot_core) is required for class mapping
when using the Service Graph Connector for Microsoft Excel.

UI changes

Request chart in the OT Action-Oriented Landing Page

A chart for OT requests was added to the OT Action-Oriented Landing Page so
you can track your requests in the Industrial Workspace.
Sort items field in the OT Action-Oriented Landing Page
The Sort items field was added to the OT Action-Oriented Landing Page under
the Important Actions section.

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 Mapped Equipment Model Entity column
The Mapped Equipment Model Entity column was added to the Industrial
Workspace and Now Platform list views for OT devices. Use this column to identify
the equipment model entity an OT device is mapped to.
Dashboard Library icon

The Dashboard Library icon ( ) was added to the Industrial Workspace and
contains the available dashboards for Operational Technology, including the
Operational Technology Visibility dashboard.
Site filter on the Operational Technology Visibility dashboard
A site filter was added to the Operational Technology Visibility in the Industrial
Workspace so you can filter the displayed data by a chosen site.

Changed in this release

OT Devices tab data

The following data available in the OT Devices tab of the OT Manager
dashboard has been moved to the Operational Technology Visibility dashboard.
• New OT devices discovered
• Inactive OT devices
• OT Devices overview
◦ Total CMDB OT devices
◦ Unclassed OT devices
◦ Unassigned OT devices
◦ Unmapped OT devices
• OT devices by category
◦ Supervisory systems
◦ Control systems
◦ Field devices
◦ Computers and servers
◦ Network Gear
◦ Industrial IoT
• OT devices by Purdue level
• OT devices by type (Top Level)
• OT devices by manufacturer (Top Level)
• OT devices by criticality

Deprecations

• The OT Manager dashboard is no longer available in the Industrial Workspace.

• Starting with the Yokohama release, Service Graph Connector for Microsoft Defender for
IoT (On-premises Management Console) is being prepared for future deprecation. It will be
hidden and no longer activated on new instances but will continue to be supported.

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 Activation information
Install Operational Technology Manager by requesting it from the ServiceNow Store. Visit
the ServiceNow Store website to view all the available apps and for information about
submitting requests to the store. For cumulative release notes information for all released
apps, see the ServiceNow Store version history release notes .

Related ServiceNow applications and features

CMDB CI Class Models

The Operational Technology Manager application automatically installs the
latest version of the Operational Technology (OT) extension classes, available in
the CMDB CI Class Models application in the ServiceNow Store.

Operational Technology Vulnerability Response release notes

®
The ServiceNow Operational Technology Vulnerability Response application enables you to
prioritize Operational Technology (OT) vulnerabilities at a site level. Operational Technology
Vulnerability Response was enhanced and updated in the Yokohama release.

Operational Technology Vulnerability Response highlights for the Yokohama

release

• Assess the vulnerabilities for the firmware of the OT assets with Hardware Vulnerability
Assessment.
• View solutions or details of a vulnerable item (VIT) with enhanced UI options.
• Manage your vulnerable items and Operational Technology Vulnerability Response data
with the enhanced OTVR (PA) dashboard in the Industrial Workspace.
• View the risk score of your OT devices at each level of the equipment model with the OT
Vulnerability Risk Rollup dashboard.

See Operational Technology Vulnerability Response for more information.

Important: Operational Technology Vulnerability Response is available in the

ServiceNow Store. For details, see the "Activation information" section of these release
notes.

New in the Yokohama release

Hardware Vulnerability Assessment menu in the Industrial Workspace

Automatically and periodically assess the OT device firmware vulnerabilities that
are in your inventory and create vulnerable items against the impacted assets
(CI).
Risk scores on the OT Vulnerability Risk Rollup dashboard
View a table of risk scores for your OT devices at each level of the equipment
model with the OT Vulnerability Risk Rollup dashboard.
Enhanced OTVR (PA) dashboard experience
View and manage all of your OT vulnerability data and data visualizations
in a centralized location with the enhanced OTVR (PA) dashboard, which is
accessible on the Dashboard Library page.

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 UI changes

Dashboard Library icon

The Dashboard Library icon ( ) was added to the Industrial Workspace and
contains the available dashboards for Operational Technology, including the
OTVR (PA) dashboard.
Site filter on the OTVR (PA) dashboard and the OT Vulnerability Risk Rollup dashboard
A site filter was added to both the OTVR (PA) dashboard and the OT
Vulnerability Risk Rollup dashboard in the Industrial Workspace so you can filter
the displayed data by a chosen site.
Vulnerability Solutions section in the List menu of Industrial Workspace

A new Vulnerability Solutions section was added in the List menu ( ) of the
Industrial Workspace. In the Solutions section, you can view the solutions for the
enlisted VITs.
Overview tab for a vulnerable item
The Overview tab in a VIT provides important information about the VIT, such as
State, Risk Rating, Risk Score, Associated Vulnerability, and more.

Changed in this release

OT Vulnerabilities tab data

The following data that was available in the OT Vulnerabilities tab of the OT
Manager dashboard has been moved to the OTVR (PA) dashboard:
• Total OT Vulnerable Items
• New OT Vulnerable Items
• OT Unassigned Vulnerable Items
• OT Vulnerable Items by State
• OT Vulnerable Items by Risk Rating

Deprecations

• The OT Vulnerabilities tab is no longer available on the OT Manager dashboard in the

Industrial Workspace.
• Starting with the Yokohama release, Vulnerability Response Integration with Microsoft
Defender for IoT (On-premises Management Console) integration is being prepared for
future deprecation. It will be hidden and no longer activated on new instances but will
continue to be supported.

Activation information
Install Operational Technology Vulnerability Response by requesting it from the ServiceNow
Store. Visit the ServiceNow Store website to view all the available apps and for information
about submitting requests to the store. For cumulative release notes information for all
released apps, see the ServiceNow Store version history release notes .

Related ServiceNow applications and features

CMDB CI Class Models

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 The CMDB CI Class Models application adds class models that extend the CMDB
class hierarchy, including class descriptions, identification rules, identifier entries,
and dependent relationships.
Vulnerability Response
When integrated with Operational Technology Vulnerability Response, the
ServiceNow Vulnerability Response application aids you with prioritizing and
resolving OT vulnerabilities based on process criticality.
Operational Technology Manager
The ServiceNow Operational Technology Manager application enables you
to aggregate OT device data from multiple sources so that you can build the
foundational data relationships used in the Industrial solution.
Industrial Process Manager
®
Use the ServiceNow Industrial Process Manager application to create the ISA-95
Equipment Model data foundation that is required for the Industrial solution,
enabling you to create your own version of the equipment models in each of
your industrial solution sites.

Service Graph Connector Integration for Claroty CTD release notes

®
The ServiceNow Service Graph Connector Integration for Claroty CTD application
automates the import of detected devices and Claroty CTD sites. Service Graph Connector
Integration for Claroty CTD was enhanced and updated in the Yokohama release.

Service Graph Connector Integration for Claroty CTD highlights for the
Yokohama release
Clean the serial record entries from the Source [sys_object_source] table using a fix script.

See Service Graph Connector Integration for Claroty CTD for more information.

Important: Service Graph Connector Integration for Claroty CTD is available in the
ServiceNow Store. For details, see the "Activation information" section of these release
notes.

New in the Yokohama release

Clean up serial number data

Clean up the serial number [cmdb_serial_number] records imported into the
Source [sys_object_source] table from the Service Graph Connector Integration
for Claroty CTD with a fixed script. This script establishes that a null pointer
exception doesn't occur when the serial number and MAC address are the
same. The script runs automatically when the plugin is upgraded.

Activation information
Install Service Graph Connector Integration for Claroty CTD by requesting it from the
ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for
information about submitting requests to the store. For cumulative release notes information
for all released apps, see the ServiceNow Store version history release notes .

Related ServiceNow applications and features

CMDB CI Class Models store app

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 Operational Technology classes are imported with the Configuration
Management Database (CMDB) configuration item (CI) classes.
Operational Technology Manager
®
Integrate Claroty CTD with the ServiceNow Operational Technology Manager
application to import detected devices and Claroty CTD sites, including sensors
and NIDS appliances.

Platform Analytics release notes

Platform Analytics has new and updated features in the Yokohama release.

Platform Analytics experience release notes

®
The ServiceNow Platform Analytics experience provides a single center for consuming the
data from all Platform Analytics products. Platform Analytics experience was enhanced and
updated in the Yokohama release.

Platform Analytics experience highlights for the Yokohama release

• Effortlessly create bold, meaningful data graphics by and refining the results in an AI-
powered conversational interface.
• Speed up the process of turning insights into actions with dynamic new features like
suggested performance targets and more powerful data filtering.
• Share data insights more broadly with enhanced Microsoft PowerPoint support.

See Platform Analytics experience for more information.

Important information for upgrading the Platform Analytics experience to

Yokohama
If you had previously migrated your analytics assets to Platform Analytics, assets that were in
compatibility mode but are newly supported in Yokohama are migrated automatically.

New in the Yokohama release

Generate data visualizations conversationally

Generate Platform Analytics artifacts from conversational interactions using
Analytics Generation. Analytics Generation is part of the Now Assist for Creator
application.
Implement filters in groups
Create filter groups with shared apply, clear, and reset buttons. Filters in a group
appear in their own container. Grouping filters reduces the number of calls and
improves performance compared to cascading filters for big data use cases.
Show the distribution of data in box plot data visualizations
Show the median and lower and upper quartiles of numeric data along with
outliers by using box plots. You can also compare the distribution of different
groups of this data.
Target suggestion cards
Be notified of missing target values and review dates for indicators. If you have
target Insights active for your dashboard, Target suggestion cards alert you to
the missing values and provide an easy way to fix them.

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 UI changes

Migration center flow UX improved

• A confirmation modal is displayed when Start moving or Activate is selected.

• Bulk migration can be retriggered after source artifacts are changed.
• The creation of new analytics artifacts can be blocked when bulk migration
starts.

Percent information added to tooltips

Tooltips in geomap, vertical and horizontal bar, heatmap, and bubble
visualizations now include percentages when applicable.

Changed in this release

Migrate more features to Platform Analytics from the Core UI

Migration scripts are improved to support more features. All migration script
improvements are applied automatically on upgrade to content that was
previously migrated in compatibility mode.
• Data table configurations are migrated from the Core UI to Platform Analytics
data visualizations.
• Dashboard groups are migrated to dashboard categories.
• Pareto charts are migrated.
• List component border changes are migrated.
• Follow/unfollow filter settings are migrated for Lists.

Use more Core UI features in Platform Analytics

Several data visualizations have been enhanced to match the capacities in
Core UI reports and widgets. The migration script supports these enhancements.
Each of these enhancements has an entry in the release notes with links to the
product documentation.
• Use the new Box plot data visualization.
• Configure Follow filters per metric on bar or time series visualizations with
multiple metrics.
• Sort values by name, report range, and element order on time series
visualizations of table data.
• Choose an aggregate or separate view of breakdown elements on time series
visualizations of indicator data.
• Select dates from business calendars on time series visualizations.

Trend by Business calendars in time series data visualizations

Business calendars are a Trend by option for table data sources on time series
visualizations. (Core UI feature gap)
Use a Fiscal calendar in date filters
If your instance has Fiscal calendars installed, you can choose relative data
ranges from that calendar.
Export dashboards and data visualizations to PDF and PPT

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 Export dashboards and data visualizations to PDF or Microsoft PowerPoint files at
will or on a schedule.
Show breakdown elements separately on time series visualizations of indicators
Show multiple elements in the chart separately rather than as an aggregate
value by turning on the Show filter as separate series option. (Core UI feature
gap)
Lock editing on dashboards
Ensure that only one person can have a dashboard open for editing at one
time through the edit lock on dashboards. If you are locked out of editing a
dashboard, you see who the current editor is.
Access indicator record or scoresheet from KPI Details
Navigate either to the record of the indicator you are exploring or its scoresheet
through KPI Details. Appropriate roles are required.
Hide axes for bar visualizations
Control the display of axes on bar charts. On horizontal bar charts, you can hide
the y-axis. On vertical bar charts, you can hide the x-axis.
Cache indicator scorecard data
Indicator scorecards now support data caching.
Group by elements more efficiently in data visualizations
Specify the maximum number of elements in a Group By you want to retrieve
through the Max number of groups option. Previously, all elements from the
database were retrieved and then sorted.
Prefetch dashboard layout
If you have a dashboard component on a page in your own workspace,
improve performance by using a preset to configure a data broker that pre-
fetches static JavaScript, such as layout.
Call multiple visualizations together
For a technical dashboard, if you have multiple data visualizations of the same
type calling the same data source, configure a data resource to make a single
call for all of them.
Improvements to time-series visualizations

• Simplify identifying specific values on line, spline, area, or step charts through
the Show markers option, which displays a symbol at each data point.
• Sort by name, report range, group bucket, and element order. (Core UI
feature gap)

Improvements for visualizations that show multiple metrics

• In time series visualizations, provide viewers an alternative group by, where the
viewer chooses the group-by value at runtime, for up to 3 data sources. (Core
UI feature gap)
• Set whether individual metrics follow filter components on the page or
dashboard in both bar and time series visualizations. (Core UI feature gap)

Activation information
The Platform Analytics experience is active by default. However, some additional steps might
be required.
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 • To use indicator data sources, you might need to activate Performance Analytics.
• To use Process Mining with the Platform Analytics experience, you might need to activate
Process Mining.

Accessibility information
Dashboard overview and Filter components now support Reflow at 400% zoom.

Related ServiceNow applications and features

Performance Analytics (Indicator data sources)

®
The ServiceNow Performance Analytics application is an in-platform process
optimization solution. It enables organizations to set, track, and analyze progress
toward goals. Performance Analytics provides the indicator data sources which
Platform Analytics data visualizations can display
User Experience Analytics
This application provides dashboard views for monitoring usage analytics of
your Next Experience web applications as well as Virtual Agent, ServiceNow
mobile, and Service Portal applications. User Experience Analytics provides a
data source which data visualizations can display.
Process Mining
Process Mining helps analysts and process owners quickly analyze and optimize
their business processes. Use Process Mining with Platform Analytics insights to
optimize your indicator data sources.

User Experience Analytics release notes

®
The ServiceNow User Experience Analytics application enables you to monitor usage
analytics of Next Experience web applications as well as Virtual Agent, ServiceNow mobile,
and Service Portal applications. User Experience Analytics was enhanced and updated in
the Yokohama release.

User Experience Analytics highlights for the Yokohama release

• Access analytics more quickly across tracked ServiceNow applications in the redesigned
UI.
• Add and use new custom user properties more easily in the application. This requires older
custom properties to be reconfigured under the new setup.
• Advanced querying capabilities including user segmentation across all usage data and
filtering of events by event property.

See User Experience Analytics for more information.

Important information for upgrading the User Experience Analytics to

Yokohama

• The User Experience Analytics module is moved under Platform Analytics.

• Custom user properties must be reconfigured.
• The User Experience Analytics UI and navigation structure are reworked.

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 New in the Yokohama release
Added filtering capability to all analytics pages
Analytics pages have various filter options to help segment data including
Date range, User type, and Country. Other filters appropriate to each page are
available.
Configurable user properties
Filter usage data by custom user groups across all User Experience Analytics
pages. Custom user properties can also be added to User details pages. User
roles and department are available by default. Other user-related fields can be
added to User Experience Analytics.
Granular event filtering
Filter event data using event properties to provide more specific and actionable
insights into your data.
User information added to events
The number of unique users who performed an action visible next to the total
occurrences of the event.

UI changes
Primary User Experience Analytics navigation has moved under the All menu.

• User Experience Analytics experience moved under Platform Analytics

module.
• User Experience Analytics administrative functions moved under the Platform
Analytics Administration > UX Analytics settings module.

Updated navigation within User Experience Analytics

Navigation to Analytics pages simplified to Analytics and Data Foundation
sections for each application.
New layout
The previous navigation has been replaced with a more unified, cleaner look
and feel which enables you to understand the usage, user experience, and user
satisfaction with your application.
Improved Funnels UI
The UI has improved readability and navigation.

Changed in this release

New custom user property configuration
An easy way to configure which user-related fields are available to use as filters
and in user details. Configured user properties are available for all applications.
Previously created custom user properties are no longer supported and must be
recreated in the new UI.
Longer user history
Detailed data for users and sessions extended to two years.
Optimized the way metrics are calculated
Percent time on app and Average duration per page calculations changed
compared to the application view in Xanadu or prior releases. Percentage time
on app was Percentage time on site in Xanadu or prior releases.
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 Client page load and Full page load aggregated in the same visualization
All performance metrics associated with Client, Network, Page Load, and Server
time are aggregated together.

Removed in this release

• Automatic actions in the mobile app, including tap and swap.

• Filtering by crashed/offline sessions in mobile applications.
• Option to tag/favorite for users/sessions.
• Geographic map view of sessions.
• Users flow
• Insights

Activation information
User Experience Analytics is a Now Platform feature that is activated by default.

Additional requirements
Customer must use ADC v3 to access the new User Experience Analytics experience.
Customers on ADC v2 will have access to the Xanadu version of User Experience Analytics.

Accessibility information
User Experience Analytics supports the Web Content Accessibility Guidelines (WCAG) 2.1 AA
accessibility standard except for these aspects:
• Voiceover for navigation paths
• Color patterns for time series and pie visualizations
• Data table for time series and pie visualizations

Related ServiceNow applications and features

Platform Analytics experience
Distribute and consume Platform Analytics through data visualizations and
dashboards with optional filters. Explore KPIs and receive insights into significant
events in the data.

Process Mining release notes

®
The ServiceNow Process Mining application enables analysts and process owners to view
their business processes, analyze them, and make decisions that improve their processes.
Process Mining was enhanced and updated in the Yokohama release.

Process Mining highlights for the Yokohama release

• Now Assist based work notes analysis

• Process configuration builder introduced
• Content pack importer introduced for process configurations
• Process Mining evaluation project available for HR and CSM
• Access control (ACL) rules updated
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 See Process Mining for more information.

Important: Process Mining is available in the ServiceNow Store. For details, see the
"Activation information" section of these release notes.

New in the Yokohama release

Now Assist based work notes analysis

Work notes analysis is now enhanced using Now Assist to understand the
operational reasons behind activity transitions by examining the work notes and
comments recorded around the time of these transitions.
Process configuration builder introduced
Configure and view the process configurations efficiently by using the new
comprehensive Process configuration builder. It is a guided setup to configure
and view the process configurations.
Content pack importer introduced for process configurations
Import and customize the content pack process configuration templates to
activate new features. Content pack process configuration templates are now
read-only.
Process Mining evaluation project available for HR and CSM
Ability to try out the sample mining and limited features available for HR and
CSM without an entitlement. For the advanced features, you can purchase a
license.
Access control (ACL) rules updated
The ACL rules have been updated for broader visibility on the try-out version
while also increasing the security.
• No Process Mining role is required to access a shared project and to generate
Platform Analytics insights for some tables.
• Some breakdown filters or activity definitions are blocked for certain users
based on the column access.

Process Mining performance improved

The following improvements boost Process Mining performance and lead to

quicker insights:

• Introduced lazy loading of improvement opportunities and variants for faster

workspace loading.
• Introduced applying a transition filter before mining to reduce scope of data
and speed up the mining process.
• Improved Process Mining workbench load time.

Transition filters enhanced

The enhanced transition filters now provide more flexibility and precision in
filtering the process map by providing the following:

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 • Ability to use OR clause on steps to create a more complex and nuanced
criteria for process transitions.
• Include predicates like "is empty" and "is not empty" allowing for more refined
control over the conditions under which transitions occur, ensuring that
workflows are both comprehensive and adaptable to a variety of scenarios.
• Ability to select more than one value with a single click that contains a specific
text.

Enhanced the Process Mining engine

Key updates include:
• Defining integer fields as activity definitions.
• Grouping journal fields to identify how quickly an agent reacted to an
assigned case.
• Defining the order of simultaneous activities on the graph.

Additional breakdown capacity for Process Mining on external data

Ability to import a maximum of 10 breakdown fields enabling to segment and
analyze specific subsets of the external process data using Process Mining.
API for accessing Process Mining data
Create, mine, and access Process Mining data via an API
(ProcessMiningIntegrationAPI). For more information, see the API
documentation.

UI changes

Usability improvements introduced

A few improvements are introduced for ease of usability.
• View the improvement opportunities on the Summary and Insights page as a
card view or list view.
• Rename the scheduled tasks that help to identify and view a specific result.

Activation information
Process Mining is available with activation of the sn_po plugin. For details, see Activating
Process Mining .

Related ServiceNow applications and features

Platform Analytics experience

Platform Analytics experience provides a single center for consuming the data
from all Platform Analytics products. Use Process Mining with Platform Analytics
insights to optimize your indicator data sources.

Public Sector Digital Services release notes

®
The ServiceNow Public Sector Digital Services application enables government agencies
to provide citizens, businesses, and other agencies with important services such as public
records, licenses, permits, and social services. Public Sector Digital Services was enhanced
and updated in the Yokohama release.

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 Public Sector Digital Services highlights for the Yokohama release

• Utilize the Chat summarization skill, powered by Now LLM, to auto-generate chat
summaries for customer-agent interactions in the Now Assist for Public Sector Digital
Services (PSDS) application.

See Public Sector Digital Services for more information.

Important: Public Sector Digital Services is available in the ServiceNow Store. For
details, see the "Activation information" section of these release notes.

Important information for upgrading Public Sector Digital Services to Yokohama

After the upgrade, certain public sector menus and menu items in the CSM Configurable
Workspace revert to their original CSM label names. You can relabel these items for public
sector use by updating the labels for the Customer, Accounts, and Service Organizations UX
list category records. For more details on relabeling, navigate to All > Constituent Service >
Administration > Guided Setup, and select Configurable Workspace for Public Sector Digital
Services > Customize Workspace Labels Manually.

New in the Yokohama release

Post-chat summarization in Now Assist for Public Sector Digital Services (PSDS)
Condense chat records into short summaries using the chat summarization skill in
the Now Assist for PSDS application. Agents can use the chat summarization skill
to generate chat records for a case, auto-populate the chat summary into the
Interaction section of the case record, and obtain a summary of the main points
discussed during the chat, helping them propose a case resolution. The Now
Assist for PSDS application brings generative AI chat summarization to Public
Sector Digital Services.

Changed in this release

Product Model Implementation for all PSDS case types

The Constituent Service Dashboard has been migrated to Next Experience
®
Platform Analytics. Next Experience is a Now Platform feature that is active
by default when the user loads or upgrades to the Yokohama release. The
dashboard migration to Next Experience enables you to visualize historical and
real-time process statistics in role-based dashboards, which enable individual
stakeholders to make informed decisions. The new dashboard can be accessed
by navigating to All > Platform Analytics > Library > Dashboards.

Activation information
Install Public Sector Digital Services applications by requesting them from the ServiceNow
Store. For details on installing the applications, see Configuring Public Sector Digital Services .
Visit the ServiceNow Store website to view all the available apps and for information about
submitting requests to the store. For cumulative release notes information for all released
apps, see the ServiceNow Store version history release notes .

Related ServiceNow applications and features

Customer Service Management

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 The Customer Service Management application enables customer service
organizations and service operations to collaborate and resolve customer
problems.
CSM Configurable Workspace
The CSM Configurable Workspace application provides government agents
with the tools to research information, respond to questions from the public, and
resolve cases.
Now Assist
The Now Assist application uses generative AI that is designed to enhance user
productivity and efficiency through conversation and proactive experiences.

Retail release notes

Retail has new and updated features in the Yokohama release.

Retail Core release notes

®
The ServiceNow Retail Core application empowers frontline managers and associates to
seamlessly manage day-to-day store operations by automating tasks, resolving issues quickly
with self-service, and freeing up time to better serve customers. Retail Core was enhanced
and updated in the Yokohama release.

Retail Core highlights for the Yokohama release

Use the Retail Portal for an optimized and streamlined portal experience within your retail
organization.

See Retail Core for more information.

Important: Retail Core is available in the ServiceNow Store. For details, see the
"Activation information" section of these release notes.

New in the Yokohama release

Retail Portal
Use the new Retail Portal experience to use self-service tools, view cases, and
gain visibility into metrics for your retail organizations.

Activation information

Install Retail Core by requesting it from the ServiceNow Store. Visit the ServiceNow Store
website to view all the available apps and for information about submitting requests to the
store. For cumulative release notes information for all released apps, see the ServiceNow
Store version history release notes .

Related ServiceNow applications and features

Customer Service Management

®
The ServiceNow Customer Service Management (CSM) application
provides the foundation for the Retail Core application. You can leverage
®
the functionality of the ServiceNow Customer Service Management (CSM)
application to provide support to customers as well as retail sites, and customize
it to benefit your retail organization most effectively.
Field Service Management

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 ®
The ServiceNow Field Service Management application aligns with Retail Core
by providing some capabilities, such as work orders, for use within each specific
retail location that uses the Retail Core application, enabling greater flexibility
with how to leverage the support request use cases of your retail organization.
For field service use cases that involve dispatching and technicians, leverage
Field Service Management.
Retail Task Management
®
The ServiceNow Retail Task Management Core application optimizes the
planning, organizing, and assigning of tasks to staff in your retail environment.

Retail Task Management Core release notes

®
The ServiceNow Retail Task Management Core application optimizes the planning,
organizing, and assigning of tasks to staff in retail environments. Retail Task Management
Core is a new application in the Yokohama release.

Retail Task Management Core highlights for the Yokohama release

• Assign work from HQ to multiple retail locations at once with the multi-store case generator.
• View assigned tasks in the retail portal alongside other requests.
• Track completion status across multiple locations assigned the same item.

See Retail Task Management for more information.

Important: Retail Task Management Core is available in the ServiceNow Store. For
details, see the "Activation information" section of these release notes.

Retail Task Management Core features

Retail multi-store case

Use the multi-store case generator to assign work from HQ to multiple retail
locations simultaneously. View and track these cases in the retail portal
alongside other requests, monitoring completion status across all assigned
locations.

Activation information
Install Retail Task Management Core by requesting it from the ServiceNow Store. Visit
the ServiceNow Store website to view all the available apps and for information about
submitting requests to the store. For cumulative release notes information for all released
apps, see the ServiceNow Store version history release notes .

Related ServiceNow applications and features

Retail Core
®
The ServiceNow Retail Core application empowers managers and associates
to manage daily retail operations by automating tasks and resolving issues
quickly with self-service, freeing up time to serve customers. It enables seamless
two-way communication and visibility between stores and HQ, delivering a
great customer experience while enhancing staff productivity and reducing
costs. Retail Core provides the Retail Portal functionality used in Retail Task
Management Core.

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 Sales and Order Management release notes
®
ServiceNow Sales and Order Management Sales and Order Management is a set of new
and updated applications and features in the Yokohama release. These applications enable
you to manage the product sales life cycle in your organization, including leads, pre-sales
opportunities, sales quote generation, order capture, order fulfillment, and post-sales order
changes and renewals.

Note: Sales and Order Management includes workflows for Customer Lifecycle
Operations (Customer Life Cycle Management) and Customer Contracts and
Entitlements. For details on these features in the Yokohama release, see the following
Customer Service Management (CSM) release notes.
• Data Management release notes (Customer Life Cycle Management)
• Customer Contracts and Entitlements release notes

Also, agents can use the Case Management for Order Operations application to
display order cases and order case line items in CSM Configurable Workspace. The
Case lines and workflows application provides the ability to reference multiple order line
items on a case record.

Lead Management release notes

®
The ServiceNow Lead Management application enables your sales development
representatives to create and manage leads. Lead Management was enhanced and
updated in the Yokohama release.

Lead Management highlights for the Yokohama release

• REST APIs enable seamless integration of lead management with external applications and
provide other capabilities.
• REST APIs enable customers to create, update, and retrieve leads and lead line items from
the ServiceNow instance.

See Lead Management for more information.

Important: Lead Management is available in the ServiceNow Store. For details, see
the "Activation information" section of these release notes.

New in Yokohama release

REST APIs for Lead Management

REST APIs provide the following capabilities:
• Integrate lead management with external applications and websites.
• Create and modify leads and lead line items from applications like marketing
automation systems.
• Retrieve leads and lead line items from your ServiceNow instance.

Activation information
Install Lead Management by requesting it from the ServiceNow Store. Visit the ServiceNow
Store website to view all the available apps and for information about submitting requests
to the store. For cumulative release notes information for all released apps, see the
ServiceNow Store version history release notes .

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 Related ServiceNow applications and features

Customer Service Management

®
The Opportunity Management application uses the ServiceNow Customer
Service Management account, consumer, and product inventory data model.
Customer service agents have full visibility into opportunities that have been
created using Opportunity Management.
Opportunity Management
®
The ServiceNow Opportunity Management application provides your sales
agents and account executives with product recommendations for customers
based on a needs analysis. You can seamlessly convert sales opportunities to
quotes when the customer is ready.
Product Catalog Management
The Product Catalog Management feature in Sales and Order Management
enables catalog administrators to create product catalogs with categories that
enable agents to easily find products and services to add to opportunities.

Opportunity Management release notes

®
The ServiceNow Opportunity Management application enables your sales agents and
account executives to create and manage opportunities that identify and track the
potential sales for your customers. Opportunity Management was enhanced and updated in
the Yokohama release.

Opportunity Management highlights for the Yokohama release

Enable customers to view the roll-up amount in the Kanban View.

See Opportunity Management for more information.

Important: Opportunity Management is available in the ServiceNow Store. For details,

see the "Activation information" section of these release notes.

New in the Yokohama release

View the roll-up amount in the Opportunity Kanban View

Enables customers to view the roll-up amount that is automatically calculated in
the base currency for all opportunity stages in the Kanban View.

Activation information
Install Opportunity Management by requesting it from ServiceNow Store.

Related ServiceNow applications and features

Customer Service Management

®
The Opportunity Management application uses the ServiceNow Customer
Service Management account, consumer, and product inventory data model.
Customer service agents have full visibility into opportunities that have been
created using Opportunity Management.
Quote Management
®
The ServiceNow Quote Management application enables your sales agents
to generate and manage sales quotes for your customers. You can seamlessly
convert sales opportunities to quotes when the customer is ready.
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 Product Catalog Management
The Product Catalog Management feature in Sales and Order Management
enables your catalog administrators to create products catalogs with categories
that enable agents to navigate and find products and services to add to
opportunities.
Pricing Management
The Pricing Management feature in Sales and Order Management enables your
pricing administrators to set the pricing for products and services that are used in
the various Sales and Order Management applications.

Order Management release notes

®
The ServiceNow Order Management application enables you to capture, manage,
and fulfill product and service orders from enterprise customers.Order Management was
enhanced and updated in the Yokohama release.

Order Management highlights for the Yokohama release

• Enable customers to view the product catalog and create orders by using the Business
Portal.
• Create cases for multiple invoices or for specific invoice lines.
• Provide metrics that help sales agents and sales managers track and analyze the revenue
impact of subscriptions.

See Order Management for more information.

Important: Order Management is available in the ServiceNow Store. For details, see
the "Activation information" section of these release notes.

New in the Yokohama release

Business Portal for Order Management

Use the Business Portal to view product catalogs, select product options, and
place orders. Customers can also view their order status using the Business Portal.
Cases for multiple invoices
Create cases for multiple invoices or for specific invoice lines. Agents can
reference multiple invoices or invoice lines as case line items on an invoice case
record. By using case line items, agents can track multiple issues for the same
invoice case and resolve the issues in each case line item independently before
resolving and closing the order case. This application is a feature of Customer
Service Management and the Order to Cash Operations functionality for Order
Management.
Add subscription pricing to an order
Add subscription start dates and end dates for subscription items such as
warranties and service agreements. Sales agents can also add the term,
unit adjustment, and a variety of recurring prices to an order. The revenue
(subscription pricing) fields are automatically calculated.

Deprecations
The table fields listed in the following table are no longer supported.

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 Table name Fields

Order (sn_ind_tmt_orm_order) Total monthly recurring price, Total annual recurring

price
Order line item Cumulative monthly recurring price, Cumulative
(sn_ind_tmt_orm_order_line_item) annual recurring price
Order line item Total recurring price
(sn_csm_om_order_line_item)

Activation information
Install Order Management by requesting it from the ServiceNow Store.

Visit the ServiceNow Store website to view all the available apps and for information about
submitting requests to the store. For cumulative release notes information for all released
apps, see the ServiceNow Store version history release notes .

Related ServiceNow applications and features

Customer Service Management

The Sales Agreement Management application uses the Customer Service
Management account, consumer, and product inventory data model.
Customer service agents have full visibility into quotes created using Quote
Management.
Opportunity Management
The Opportunity Management application provides your sales agents and
account executives with product recommendations for customers based on a
needs analysis. You can seamlessly convert sales opportunities to quotes when
the customer is ready.
Product Catalog Management
The Product Catalog Management feature in Sales and Order Management
enables your catalog administrators to create product catalogs with pricing that
enable agents to find and add products and services to sales quotes.
Pricing Management
The Pricing Management feature in Sales and Order Management enables your
pricing administrators to set pricing for products and services that are used in
quotes. Pricing administrators also set the controls that enable your sales agents
to adjust pricing for complex product offers in quotes.
Quote Management
The Quote Management application enables your sales agents to generate and
manage sales quotes for your customers.

Product Catalog Management and Pricing Management release notes

® ®
The ServiceNow Sales and Order Management applications include the ServiceNow
®
Product Catalog Management and ServiceNow Pricing Management features, which
enable you to create and manage the product offerings, catalogs, pricing, and discounting
strategies used in your organization. These foundational features were enhanced and
updated in the Yokohama release.

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Product Catalog Management and Pricing Management highlights for the
Yokohama release

• Give sales agents a list of recommended product offerings that can be added to
complement or supplement products in quotes.
• Enable pricing admins to set pricing adjustments based on the quantity of product
offerings in a quote or order.

See Product Catalog Management and Pricing Management for more information.

New in the Yokohama release

Product Catalog Management features
Product offering recommendations
Provide sales agents with offer recommendations for upselling or cross-
selling additional products in quotes. Product catalog admins create the
offer recommendations for sellable products. Sales agents can view the
recommendations when adding products to quotes from the product catalog or
when reviewing the lines items for a quote.
Product catalog and Product Configurator in the Business Portal for Order
Management
Enable customers to view the product catalog and order products using the
Product Configurator in the Business Portal for Order Management.

UI changes

Needs analysis in CSM Configurable Workspace

Starting with the Yokohama release, the options for configuring a needs analysis
are available in the List view of the CSM Configurable Workspace and can be
found by navigating to Needs.

Changed in this release

Pricing Management changes
Volume-based pricing
Set volume discounts for product offerings based on the product quantity.

Activation information
The Product Catalog Management and Pricing Management features are included with
each store application and don’t need activation. Depending on your entitlements, you can
install the Product and Pricing Rules application for pricing and product eligibility matrices
and the Product Configurator feature from the ServiceNow Store. Visit the ServiceNow Store
website to view all the available apps and for information about submitting requests to the
store. For cumulative release notes information for all released apps, see the ServiceNow
Store version history release notes .

Quote Management
®
The ServiceNow Quote Management application enables your sales agents to generate
and manage sales quotes for your customers. Quote Management was enhanced and
updated in the Yokohama release.

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 Quote Management highlights for the Yokohama release

• Enable agents to create PDF documents from a quote using the ServiceNow PDF
generator.
• Use the hierarchical list view to view parent and child relationships within quote lines.
• Provide agents with offer recommendations to upsell or cross-sell products that
complement products in quotes.

See Quote Management for more information.

New in the Yokohama release

Quote PDF documents generation

Generate a quote PDF document. Quote PDF documents can have designated
signers and be emailed to customers for signatures through DocuSign. Customers
can also create PDF templates that reflect customer branding and logos.
Hierarchical quote line list view
View quote lines as a hierarchical list. Agents can then view parent and child
relationships for quote line items.
Product offer recommendations for quotes
Enable your agents to get product offer recommendations that complement or
supplement existing products within quote.

Activation information
Install Quote Management by requesting it from the ServiceNow Store.

To add DocuSign plugin to the Quote Management PDF document function, use the
DocuSign eSignature Spoke plugin (sn_docusign_spoke).

Visit the ServiceNow Store website to view all the available apps and for information about
submitting requests to the store. For cumulative release notes information for all released
apps, see the ServiceNow Store version history release notes .

Related ServiceNow applications and features

Customer Service Management

The Sales Agreement Management application uses the Customer Service
Management account, consumer, and product inventory data model.
Customer service agents have full visibility into quotes created using Quote
Management.
Opportunity Management
The Opportunity Management application provides your sales agents and
account executives with product recommendations for customers based on a
needs analysis. You can seamlessly convert sales opportunities to quotes when
the customer is ready.
Product Catalog Management
The Product Catalog Management feature in Sales and Order Management
enables your catalog administrators to create product catalogs with pricing that
enable agents to find and add products and services to sales quotes.
Pricing Management
© 2024 ServiceNow, Inc. All rights reserved.
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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 The Pricing Management feature in Sales and Order Management enables your
pricing administrators to set pricing for products and services that are used in
quotes. Pricing administrators also set the controls that enable your sales agents
to adjust pricing for complex product offers in quotes.
Order Management
Order and fulfillment agents can use Order Management to fulfill customer
orders created from the Sales Agreement Management application.

Sales Agreement Management release notes

®
The ServiceNow Sales Agreement Management application enables you to capture the
scope and conditions from a quote for future sales transactions over a specified period
between a buyer and a seller. Sales Agreement Management was enhanced and updated
in the Yokohama release.

Sales Agreement Management highlights for the Yokohama release

• Rest APIs enables customers to synch sales agreements with external systems.
• Monitor the progress of sales agreement creation from quotes.

See Sales Agreement Management for more information.

Important: Sales Agreement Management is available in the ServiceNow Store. For

details, see the "Activation information" section of these release notes.

New in Yokohama release

REST APIs for Sales Agreement Management

Enables importing, exporting, and synching sales agreements with external
systems.
Request Tracker on Sales Agreement Management
Enables agents to monitor the progress of sales agreement creation from quotes.

Related ServiceNow applications and features

Customer Service Management

®
The Sales Agreement Management application uses the ServiceNow Customer
Service Management account, consumer, and product inventory data model.
Customer service agents have full visibility into quotes created using Quote
Management.
Opportunity Management
®
The ServiceNow Opportunity Management application provides your sales
agents and account executives with product recommendations for customers
based on a needs analysis. You can seamlessly convert sales opportunities to
quotes when the customer is ready.
Product Catalog Management
The Product Catalog Management feature in Sales and Order Management
enables your catalog administrators to create product catalogs with pricing that
enable agents to find and add products and services to sales quotes.
Pricing Management

© 2024 ServiceNow, Inc. All rights reserved.

293
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.
 The Pricing Management feature in Sales and Order Management enables your
pricing administrators to set pricing for products and services that are used in
quotes. Pricing administrators also set the controls that enable your sales agents
to adjust pricing for complex product offers in quotes.
Order Management
®
Order and fulfillment agents can use ServiceNow Order Management to fulfill
customer orders created from the Sales Agreement Management application.

Security Operations release notes

Security Operations has new and updated features in the Yokohama release.

Application Vulnerability Response release notes

®
The ServiceNow Application Vulnerability Response application brings security and IT
together to enable you to remediate your most critical vulnerabilities more quickly and
®
efficiently. Application Vulnerability Response is included as part of the ServiceNow
Vulnerability Response application. Application Vulnerability Response was enhanced and
updated in the Yokohama release.

Application Vulnerability Response highlights for the Yokohama release

• Monitor your penetration test requests and findings, as well as your team's overall progress
in the Penetration Test Workspace.
• Reevaluate the risk score, assignments, remediation target date, exceptions, and
remediation task for a specific set of application vulnerable items in the Vulnerability
Manager Workspace.
• Integrate with supported third-party scanners to import vulnerability data.
• Compare application vulnerability-related data and determine if application vulnerabilities
are found in an application.
• Prioritize, remediate, and manage application vulnerable items (AVIT)s. Each application
vulnerability represents a vulnerability entry in the Common Weakness Enumeration (CWE)
or third-party libraries.
• With the sn_vul.app_sec_manager role, create application remediation tasks manually in
the Vulnerability Manager Workspace.
• With the sn_vul.app_security_champion role, create application remediation tasks
manually in the IT Remediation Workspace.

See Application Vulnerability Response for more information.

Important: Application Vulnerability Response is available in the ServiceNow Store.

For details, see the "Activation information" section of these release notes.

Important information for upgrading Application Vulnerability Response to

Yokohama

• For information about the new features of Vulnerability Response, see Vulnerability
Response release notes.
• For more information about the released versions of the Application Vulnerability Response
application as well as the third-party and ServiceNow applications that are compatible
with the Xanadu release, see the Vulnerability Response Compatibility Matrix and Release
Schema Changes [KB0856498] article in the Now Support Knowledge Base.

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 New in the Yokohama release
Create application remediation tasks manually in the Vulnerability Manager
Workspace
With the sn_vul.app_sec_manager role, you can create application remediation
tasks manually by selecting some or all the records in the Application vulnerable
items’ lists in the Vulnerability Manager Workspace. These records are grouped
into one or more remediation tasks according to the grouping criteria selected
while creating application remediation tasks.
Create application remediation tasks manually in the IT Remediation Workspace
With the sn_vul.app_security_champion role, you can create application
remediation tasks manually by selecting desired records in the Application
vulnerable items’ lists in the IT Remediation Workspace. These records are
grouped into one or more remediation tasks according to the grouping criteria
selected while creating application remediation tasks.
Penetration Test Workspace

Monitor your penetration test requests and findings as well as your team's
overall progress in the Penetration Test Workspace. Prioritize tests that need
your attention, track findings, and view assignments with the following data
visualizations on the dashboard:

• Important items.
• Penetration test requests that are critical and by state.
• Reported findings.
• Overall remediation progress based on assignment.

Enhancements to Penetration Test Assessment Requests

Along with Full Penetration, Focused, and Re-test, the following assessment types
are included for Penetration Test Assessment Requests forms in the Penetration
Test Workspace:
• Emergency Release - Supports emergency releases that are required for rapid
software updates to address critical issues like security vulnerabilities.
• Bug Bounty Program - Rewards ethical hackers to find and report security
vulnerabilities.
• Release Approvals - Ensure that all necessary checks are completed before
deploying new software.
• One-off reviews - Assess specific projects outside regular development and
release cycles to evaluate performance and implement improvements.
• Executive Interest - Report on senior management's engagement and support
for critical projects within the organization.

Enhancements to the Release Approval and Release Notes fields help you
ensure quality and security for your pen test findings.

The following states have been added to the Release approval field:
• Not Applicable (Default).
• Approved.
• Denied.

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 You can add details to justify your release approvals in the Release notes field.
Associate CWEs for manual AVIT creation from Penetration Test Assessment Requests
On the Penetration test findings tab on Penetration Test Assessment Requests,
you have the option to associate Common Weakness Enumerations (CWE)s
or Common Vulnerabilities and Exposures (CVE)s in the Vulnerability field for
manually created AVITs.
Create change requests in Application Vulnerability Response
Users with the sn_vul.app_sec_manager and sn_vul.app_sec_champion roles
as well as users with the sn_vul.app_developer role who have the ITIL role can
create change requests from remediation tasks in the Application Vulnerability
Response application. Create change requests to expedite your investigation for
application vulnerabilities (AVIT)s that require manual intervention.
• Create change requests with prepopulated information for scanned
applications that are classified as configuration items (CI)s.
• The change request workflow in Application Vulnerability Response is similar
to the workflow supported in Vulnerability Response. For more information
about the Vulnerability Response change request workflow, see Change
management for Vulnerability Response .

Note: Change requests are supported for Application Vulnerability

Response only if the discovered application is associated with a
configuration item (CI). You must set Product model to False in the Use
Product Model [sn_vul.use_product_model] system property to associate a
discovered application with a CI.

Enhancements to the Software Bill of Materials Workspace

• You can delete multiple BOM entity records and their related components
with bulk edit from the Software Bill of Materials SBOM SBOM Workspace.
• Any Application Vulnerable Items (AVIT)s that are associated with deleted
BOM entities automatically transition to Closed.

View risk score details of a vulnerable items in the Work notes section
Starting with v25.0.3 of Application Vulnerability Response, the system property
sn_sec_cmn.risk_score_changes_add_worknotes is inactive by default. If
you enable it, only then you can see all the changes related to the risk score of
an application vulnerable item in the Work notes section. Additionally, the work
notes are updated only if there’s a change in the risk score.

Activation information
Install Application Vulnerability Response by requesting it from the ServiceNow Store.
Application Vulnerability Response is included as a part of the Vulnerability Response
application. The Software Bill of Materials applications require a separate subscription. Visit
the ServiceNow Store website to view all the available apps and for information about
submitting requests to the store. For cumulative release notes information for all released
apps, see the ServiceNow Store version history release notes .

Configuration Compliance release notes

®
The ServiceNow Configuration Compliance application enables you to prioritize and
remediate the most critical configuration-related vulnerabilities in your environment quickly
and efficiently. Configuration Compliance was enhanced and updated in the Yokohama
release.
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 Configuration Compliance highlights for the Yokohama release

• With the sn_vulc.admin role, create remediation tasks manually in the Vulnerability
Manager Workspace.
• With the sn_vulc.remediation_owner role, create remediation tasks manually in the IT
Remediation Workspace.

See Configuration Compliance for more information.

Important: Configuration Compliance is available in the ServiceNow Store. For details,

see the "Activation information" section of these release notes.

New in the Yokohama release

Create remediation tasks manually in the Vulnerability Manager Workspace

With the sn_vulc.admin role, you can create remediation tasks manually by
selecting some or all the records in the Configuration Test Results' lists in the
Vulnerability Manager Workspace. These records are grouped into one or more
remediation tasks according to the grouping criteria selected while creating
remediation tasks.
Create remediation tasks manually in the IT Remediation Workspace
With the sn_vulc.remediation_owner role, you can create remediation tasks
manually by selecting desired records in the Configuration Test Results’ lists in
the IT Remediation Workspace. These records are grouped into one or more
remediation tasks according to the grouping criteria selected while creating
remediation tasks.
View risk score details of a test result in the Work notes section
Starting with v15.2.1 of Configuration Compliance, the system property
sn_sec_cmn.risk_score_changes_add_worknotes is inactive by default. If
you enable it, only then you can see all the changes related to the risk score of
a test result in the Work notes section. Additionally, the work notes are updated
only if there’s a change in the risk score.
Quick Start Tests for Configuration Compliance

After upgrades and deployments of new applications or integrations, run quick

start tests to verify that Configuration Compliance works as expected. If you
customized Configuration Compliance, copy the quick start tests and configure
them for your customizations.

Activation information
Install Configuration Compliance by requesting it from the ServiceNow Store. Visit the
ServiceNow Store website to view all the available apps and for information about
submitting requests to the store. For cumulative release notes information for all released
apps, see the ServiceNow Store version history release notes .

Container Vulnerability Response release notes

®
The ServiceNow Container Vulnerability Response application brings security and IT together
to enable you to remediate your most critical vulnerabilities more quickly and efficiently.
Container Vulnerability Response was enhanced and updated in the Yokohama release.

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 Container Vulnerability Response highlights for the Yokohama release

• With the sn_vul_container.vulnerability_analyst or sn_vul_container.vulnerability_admin role,

create container remediation tasks manually in the Vulnerability Manager Workspace.
• With the role sn_vul_container.remediation_owner, create container remediation tasks
manually in the IT Remediation Workspace.

See Container Vulnerability Response for more information.

Important: Container Vulnerability Response is available in the ServiceNow Store. For

details, see the "Activation information" section of these release notes.

New in the Yokohama release

Create container remediation tasks manually in the Vulnerability Manager Workspace

With the sn_vul_container.vulnerability_analyst or
sn_vul_container.vulnerability_admin role, you can create container remediation
tasks manually by selecting some or all the records in the Container vulnerable
items lists in the Vulnerability Manager Workspace. These records are grouped
into one or more remediation tasks according to the grouping criteria selected
while creating container remediation tasks.
Create container remediation tasks manually in the IT Remediation Workspace
With the role sn_vul_container.remediation_owner, you can create container
remediation tasks manually by selecting some or all the records in the Container
vulnerable items’ lists in the IT Remediation Workspace. These records are
grouped into one or more remediation tasks according to the grouping criteria
selected while creating container remediation tasks.
Configure container vulnerable items (CVITs) granularity using Registry and data source
Starting with v2.12.2 of Container Vulnerability Response, you can configure
the granularity of container vulnerable items (CVITs) using Registry information
and data sources. Depending on the chosen data source, you can view either
image or kubernetes information related to a CVIT record.
Additional columns in the container vulnerable items (CVITs) table
Starting with v2.12.2 of Container Vulnerability Response, you can see the
precise date and time when a CVIT was first discovered, last opened, resolved,
and last found, ensuring clarity and accounting for different time zones.
View risk score details of a container vulnerable item in the Work Notes section
Starting with v2.12.2 of Container Vulnerability Response, the system property
sn_sec_cmn.risk_score_changes_add_worknotes is inactive by default. If
you enable it, only then you can see all the changes related to the risk score of a
container vulnerable item in the Work notes section. Additionally, the work notes
are updated only if there’s a change in the risk score.

Activation information
Install Container Vulnerability Response by requesting it from the ServiceNow Store. Visit
the ServiceNow Store website to view all the available apps and for information about
submitting requests to the store. For cumulative release notes information for all released
apps, see the ServiceNow Store version history release notes .

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 Now Assist for Security Incident Response release notes
®
The ServiceNow Now Assist for Security Incident Response application can help security
analysts resolve security incidents faster with intelligent workflows and generative AI skills. Now
Assist for Security Incident Response was enhanced and updated in the Yokohama release.

Now Assist for Security Incident Response highlights for the Yokohama release

• Can help expedite the triaging of security incidents with long activity streams by reviewing
work notes and contextual information quickly in a concise, easy-to-read format.
• Automatically generate closure (Resolution) notes for security incidents using generative AI.
• Generate recommended actions to resolve security incidents.
• Generate a post-incident analysis.
• Generate correlation insights to help you connect current incidents to past events. Identify
affected users, configuration items (CIs), or observables (IP addresses and file hashes) from
existing incidents to help you triage new security incidents.

See Now Assist for Security Incident Response for more information.

Important: Now Assist for Security Incident Response is available in the ServiceNow
Store. For details, see the "Activation information" section of these release notes.

Important information for upgrading Now Assist for Security Incident Response
to Yokohama
Starting with version 2.0.1, the name of the Now Assist for Security Operations application
® ®
in the ServiceNow Store and in your Now Platform instance has changed to Now Assist
for Security Incident Response. You must upgrade to version 2.0.1 to access the following
features:
• Generate resolution notes in the Now Assist Context Menu.
• Generate correlation insights for Security Incident Investigation in the Now Assist Panel.

New in the Yokohama release

Generate correlation insights

Generate correlation insights to connect current security incidents to past
events. Identify the affected users, configuration items (CI)s, or observables (IP
addresses and file hashes) from existing incidents and records to help you more
quickly triage your new security incidents. Correlation insights is supported in the
workspace, the classic UI, and from the Now Assist Panel.
Enhancements to closure (resolution) notes and post incident analysis generation
You can generate resolution notes from the Close the security incident modal
or the Now Assist Context Menu on a security incident record (SIR). You can also
generate them from the Now Assist Panel. If you choose the Now Assist Context
Menu, you have the following options to help you refine the generated text:
• Shorten - Select text to remove details.
• Elaborate - Generate more details about the context of a security incident.

Note: Generating resolution notes is supported in the workspace and the

classic UI. Generating a post incident analysis is supported from the Close
the security incident modal in the workspace.
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 UI changes

Now Assist for Security Incident Response application name change

®
The Now Assist for Security Operations application in the ServiceNow Store
®
and in your Now Platform instance has changed to the Now Assist for Security
Incident Response application starting with version 2.0.1.

Activation information
Install Now Assist for Security Incident Response by requesting it from the ServiceNow Store.
Visit the ServiceNow Store website to view all the available apps and for information about
submitting requests to the store. For cumulative release notes information for all released
apps, see the ServiceNow Store version history release notes .

Security Incident Response release notes

®
The ServiceNow Security Incident Response (SIR) application helps your organization
connect security and IT teams, respond faster and efficiently to threats, and view your
organization's security posture. Security Incident Response was enhanced and updated in
the Yokohama release.

Security Incident Response highlights for the Yokohama release

• Create and customize report templates to generate incident summary or executive

summary relevant to the security incidents.
• Collaborate with customers and peer agents to resolve security incidents over a call.
• Interlink existing security incidents to malicious observables, configuration items and similar
security incidents.
• Import data to automatically create security incidents for email events that are not
captured by Targeted Attack Protection (TAP) products.

See Security Incident Response for more information.

Important: Security Incident Response is available in the ServiceNow Store. For details,
see the "Activation information" section of these release notes.

New in the Yokohama release

Configure Report Templates in Security Incident Response

As an admin, create report templates that can be used to generate an incident
summary or an executive summary for analysis and sharing.

As an analyst, use the templates to generate analyst summary or executive

summary reports for a SIR incident that can be shared over email.
Security Incident Response Conference Call
Initiate conference calls using communication channels such as Microsoft
Teams, Cisco Webex or Zoom with customers and peer agents to resolve security
incidents over a call by using the SIR conference call feature.
View incident details with a relationship graph
Interlink existing security incidents to malicious observables, configuration
items (such as affected users and affected systems), and similar open security
incidents to understand and resolve a security incident by using a relationship
graph.
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 Data Loss Prevention Incident Response Analyst Workspace
Preview the evidence file of the incident from either the DLP analyst workspace
or the DLP end user workspace.

UI changes

Start a Sidebar chat in Security Incident Response

The Discuss option has been renamed Start Chat and moved under the
Collaborate option.

Changed in this release

Security Operations

Integration Name Integration Changes

Security Incident Response Workflow was migrated to Workflow

integrations Studio in the following sections:
• Get Log Data Flow
• Get WildFire Data Enrichment Flow
• Get started with the Microsoft
Exchange On-Premises integration
• Microsoft Exchange - Perform Email
Search and Deletion flow
• Integration architecture and
external systems connection for
the Microsoft Exchange Online
integration
• Get AutoFocus Session Info
Enrichment Flow

Security Incident Response Workflow was migrated to Workflow

Orchestration Studio in the section Run procdump
flow .
Security Operations common Workflow was migrated to Workflow
functionality Studio in the following sections.
• Integration capabilities
• Security Operations Integration-
Block Request capability
• Security Operations Integration-
Email Search and Delete
capability
• Security Operations Integration-
Enrich CI capability
• Security Operations Integration-
Enrich Observable capability
• Security Operations Integration- Get
Network Statistics capability
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 Integration Name Integration Changes

• Security Operations Integration- Get

Running Processes capability
• Security Operations Integration-
Isolate Host capability
• Security Operations Integration-
Publish to Watchlist capability
• Security Operations Integration-
Sightings Search capability
• Security Operations Integration -
Threat Lookup capability
• Change the order of flow
execution

Other additional Security Incident Response setup tasks

View security incidents with read access and update security incidents with write
access without any defined security role.

Activation information
Install Security Incident Response by requesting it from the ServiceNow Store. Visit the
ServiceNow Store website to view all the available apps and for information about
submitting requests to the store. For cumulative release notes information for all released
apps, see the ServiceNow Store version history release notes .
Security Operations common functionality
The Security Support Common plugin is activated when any of the plugins for the
main Security Operations applications (Security Incident Response, Vulnerability
Response, Threat Intelligence, or Configuration Compliance) are activated.

Related ServiceNow applications and features

Vulnerability Response
Vulnerability Response is part of the Security Operations application suite.
Together, these applications connect security to your IT department, increase
the speed and efficiency of your response, and give you a definitive view of
your security posture.
Threat Intelligence
®
The ServiceNow Threat Intelligence application enables you to find indicators
of compromise (IoC) and enrich security incidents with threat intelligence data.

Security Posture Control release notes

®
The ServiceNow Security Posture Control application provides cybersecurity teams with
visibility into security tool coverage gaps and deviations from security tool configuration
for their enterprise assets. Security Posture Control was enhanced and updated in the
Yokohama release.

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 Security Posture Control highlights for the Yokohama release

• Identify how security tools such as endpoint protection (EDR) and web application
firewall (WAF) are configured in your environment. Determine what adversary tactics and
™
techniques from the MITRE-ATT&CK Knowledge Base are mitigated on your assets.
• Imported mitigation controls are mapped to vulnerabilities so that your vulnerability
managers can automatically reduce risk scores for vulnerable items.
• Use the policies included with the application or custom policies that you create to monitor
your assets for overall security tool coverage, compliance with internal configuration
standards, critical combinations of security gaps and vulnerabilities, and possible internet
exposure.
• Search for assets based on queries that you create for data from a wide variety of
supported API integrations (service graph connectors) or ServiceNow products.
• Create custom insights and monitor important metrics from a dashboard. Report on your
overall security posture to IT, IT and security managers, and other key stakeholders.
• Identify priority vulnerabilities and drive resolution through insights from Security Posture
Control and risk calculators and remediation target rules in the Vulnerability Response
application.

See Security Posture Control for more information.

Important: Security Posture Control is available in the ServiceNow Store. For details,
see the "Activation information" section of these release notes.

Important information for upgrading Security Posture Control to Yokohama

For a complete list of the applications that are required to implement Security Posture
Control, see Install Security Posture Control .

New in the Yokohama release

SentinelOne integration for mitigation controls monitoring

You can import SentinelOne mitigation controls data with this integration to help
you detect which mitigation controls are on your assets. Use this integration with
the asset and software data that you import with the SentinelOne Service Graph
Connector to help you monitor your security tool coverage on your enterprise
assets.
Service Graph Connector for Netskope (2.0)
This product pulls in asset inventory data for hardware and software from the
Netskope database into the ServiceNow Configuration Management Database
(CMDB) application.

Activation information
Install Security Posture Control by requesting it from the ServiceNow Store. Visit the
ServiceNow Store website to view all the available apps and for information about
submitting requests to the store. For cumulative release notes information for all released
apps, see the ServiceNow Store version history release notes .

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 Threat Intelligence Security Center release notes
®
The ServiceNow Threat Intelligence Security Center application empowers your organization
to connect security and IT teams so you can respond faster and more efficiently to threats.
Threat Intelligence Security Center was enhanced and updated in the Yokohama release.

Threat Intelligence Security Center highlights for the Yokohama release

• Import Threat Intelligence data from Threat Intelligence Security Center (TISC) into Splunk to
monitor and enrich alerts.
• Import observables from TISC, enrich incidents with related entity details, and export linked
entities from Sentinel incident to TISC.

See Threat Intelligence Security Center for more information.

Important: Threat Intelligence Security Center is available in the ServiceNow Store. For
details, see the "Activation information" section of these release notes.

New in the Yokohama release

TISC add-on for Splunk overview

Seamlessly import the latest threat intelligence from TISC into Splunk for
monitoring and enriching alerts through TISC and Splunk integration.
TISC - Microsoft Sentinel integration
Import observables from TISC to the Sentinel Workspace, enrich Sentinel
incidents, and export observables from Sentinel to TISC.

Activation information
Install Threat Intelligence Security Center by requesting it from the ServiceNow Store. Visit
the ServiceNow Store website to view all the available apps and for information about
submitting requests to the store. For cumulative release notes information for all released
apps, see the ServiceNow Store version history release notes .
Security Operations common functionality
The Security Support Common plugin is activated when any of the plugins for the
main Security Operations applications (Security Incident Response, Vulnerability
Response, Threat Intelligence, or Configuration Compliance) are activated.

Related ServiceNow applications and features

Threat Intelligence
The ServiceNow Threat Intelligence application displays indicators of
compromise (IoC) and enables you to enrich security incidents with threat
intelligence data.

Vulnerability Response release notes

®
The ServiceNow Vulnerability Response application brings security and IT together to enable
you to remediate your most critical vulnerabilities more quickly and efficiently. Vulnerability
Response was enhanced and updated in the Yokohama release.

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 Vulnerability Response highlights for the Yokohama release

• With the sn_vul.vulnerability_analyst or sn_vul.vulnerability_admin role, create host

remediation tasks manually in the Vulnerability Manager Workspace.
• With the sn_vul.remediation_owner role, create host remediation tasks manually in the IT
Remediation Workspace.

See Vulnerability Response for more information.

Important: Vulnerability Response is available in the ServiceNow Store. For details, see
the "Activation information" section of these release notes.

New in the Yokohama release

Create host remediation tasks manually in the Vulnerability Manager Workspace

With the sn_vul.vulnerability_analyst or sn_vul.vulnerability_admin role, you can
create host remediation tasks manually by selecting some or all the records in
the Host vulnerable items’ lists in the Vulnerability Manager Workspace. These
records are grouped into one or more remediation tasks according to the
grouping criteria selected while creating host remediation tasks.
Create host remediation tasks manually in the IT Remediation Workspace

With the sn_vul.remediation_owner role, you can create host remediation

tasks manually by selecting desired records in the Host vulnerable items’ lists in
the IT Remediation Workspace. These records are grouped into one or more
remediation tasks according to the grouping criteria selected while creating
host remediation tasks.
Assess vulnerability exposure by publisher
Starting with v5.0 of Vulnerability Exposure Assessment, a publisher-based
assessment is introduced that enables you to assess the vulnerability impact
by vendor. For example, Microsoft, and Red Hat. By focusing on recently
disclosed vulnerabilities from critical vendors, you can prioritize remediation and
proactively address threats, improving your overall security posture.
View risk score details of a vulnerable item in the Work notes section
Starting with v25.0.3 of Vulnerability Response, the system property
sn_sec_cmn.risk_score_changes_add_worknotes is inactive by default. If
you enable it, only then you can see all the changes related to the risk score
of a vulnerable item in the Work notes section. Additionally, the work notes are
updated only if there’s a change in the risk score.
Quick Start Tests for Vulnerability Response

After upgrades and deployments of new applications or integrations, run

quick start tests to verify that Vulnerability Response works as expected. If you
customized Vulnerability Response, copy the quick start tests and configure
them for your customizations.

Activation information
Install Vulnerability Response by requesting it from the ServiceNow Store. Visit the ServiceNow
Store website to view all the available apps and for information about submitting requests
to the store. For cumulative release notes information for all released apps, see the
ServiceNow Store version history release notes .

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 Vulnerability Response integrations release notes
®
Third-party integrations with the ServiceNow Vulnerability Response application help enrich
your vulnerability data. The ServiceNow applications and third-party integrations that are
compatible with the Vulnerability Response application were enhanced and updated in the
Yokohama release.

Vulnerability Response highlights for the Yokohama release

• The Tenable.io CI lookup rules prioritize and populate the non-empty network interface
values (FDQN, IPV4, and MacAddress) for a discovered item.

See Vulnerability Response integrations for more information.

Important: Vulnerability Response is available in the ServiceNow Store. For details, see
the "Activation information" section of these release notes.

Important information for upgrading Vulnerability Response to Yokohama

• For more information about the released versions of the Vulnerability Response application
as well as the third-party and ServiceNow applications that are compatible with the
Yokohama release, see the Vulnerability Response Compatibility Matrix and Release
Schema Changes [KB0856498] article in the Now Support Knowledge Base.
• For information about the new features of Vulnerability Response, see Vulnerability
Response release notes.

New in the Yokohama release

Tenable.io CI lookup rules prioritize the non-empty network interface values (FDQN, IPV4,
and MacAddress) for a discovered item
The Tenable.io CI lookup rules prioritize and populate the non-empty network
interface values (FDQN, IPV4, and MacAddress) over the regular FDQN, IPV4,
and MacAddress values for a discovered item.

Activation information
Install Vulnerability Response by requesting it from the ServiceNow Store. Visit the ServiceNow
Store website to view all the available apps and for information about submitting requests
to the store. For cumulative release notes information for all released apps, see the
ServiceNow Store version history release notes .

Source-to-Pay Operations release notes

Source-to-Pay Operations has new and updated features in the Yokohama release.

Accounts Payable Operations release notes

®
The ServiceNow Accounts Payable Operations application enables Accounts Payable
specialists to analyze and process invoice cases. The Accounts Payable Operations was
enhanced and updated in the Yokohama release.

Accounts Payable Operations highlights for the Yokohama release

• Supplier contacts can be assigned with multiple suppliers.

• Agents can manually change the state of a closed invoice inquiry case from Awaiting
requester information to Work in progress.
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 • Missing tax information invoice exception has been added.
• Invoice ingestion APIs have been enhanced to support integration with third-party OCR
solutions.
• Determine an accurate date format during invoice extraction in Document Intelligence.

Important: Accounts Payable Operations is available in the ServiceNow Store. For

details, see the "Activation information" section of these release notes.

Important information for upgrading Accounts Payable Operations to

Yokohama
If you’re upgrading from a previous release, you must configure the reference field in the Tax
Code [sn_fin_tax_code] table. The exception engine validates the invoice using the tax code
and raises exceptions if necessary.

New in the Yokohama release

Using Supplier Collaboration Portal in APO

In the supplier collaboration portal home page, the supplier contact can choose
to view invoice and inquiry cases associated with their account.

Changed in this release

Using Invoice Case Management

• When an invoice inquiry case task is closed, rather than the task remaining in
the Awaiting requester information state, agents can manually change the
case state to work in progress.

Invoice Processing use case

While extracting invoices through Document Intelligence, if invoices contain
ambiguous dates (01-02-2024), platform admins can manually configure the
invoice date field as month followed by date or vice versa.

Activation information
Install Accounts Payable Operations by requesting it from the ServiceNow Store. Visit
the ServiceNow Store website to view all the available apps and for information about
submitting requests to the store. For cumulative release notes information for all released
apps, see the ServiceNow Store version history release notes .

Localization information
Accounts Payable Operations supports multiple languages. The current DocIntel model is
trained to extract invoices in the English language only. If you want to process an invoice in
the multiple languages supported by DocIntel, you must train the DocIntel model.

Sourcing and Procurement Operations release notes

®
The ServiceNow Sourcing and Procurement Operations application enables you to search
punchout products, track procurement requests, browse punchout and native catalog
items, and complete checkout with accurate product category and unit mappings.
Sourcing and Procurement Operations was enhanced and updated in the Yokohama
release.

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 Sourcing and Procurement Operations highlights for the Yokohama release

• Search for punchout products and view results on the Supplier site catalog tab in
Employee Center.
• Easily track products and services from ordering to fulfillment using procurement record IDs
or keywords.
• Access both punchout and native catalog products from Categories or Suppliers on the
Shopping Hub home page.
• Map third-party product categories and units of measure for accurate checkout and
purchase order details.

See Sourcing and Procurement Operations for more information.

Important: Sourcing and Procurement Operations is available in the ServiceNow

Store. For details, see the "Activation information" section of these release notes.

New in the Yokohama release

Search for punchout products in Employee Center

In Employee Center, you can search for punchout products directly using the AI
search bar. After you search for a product, matching items from the third-party
supplier's catalog are displayed on the Supplier Site Catalog tab.
Unified request tracking in Shopping Hub
From My Purchases in Shopping Hub, you can search purchased products or
services using the original or associated procurement record IDs, tracking details
from order to fulfillment. Additionally, you can use keywords or the first three
letters of a procurement record type to search for and view your purchases.
Browse punchout and native catalog items from the Categories and Suppliers lists in
Shopping Hub
In Shopping Hub, you can view both the punchout products and the natively
available products from the Categories or the Suppliers list on the Shopping Hub
home page.
Mapping Product Categories and Units of Measure for Seamless Checkout in Shopping
Hub
You can map the product categories and units of measure for third-party
products to the corresponding model categories. This capability ensures that
during checkout, Shopping Hub accurately considers and displays the product
category for the purchase order lines (POL) and purchase requisition lines (PRL)
based on your predefined mappings.
Submit an edit receipt request from Shopping Hub
Shoppers can submit edit receipt requests from Shopping Hub to correct
discrepancies in accepted receipts, ensuring accurate updates to purchase
orders, purchase order lines, and received quantities.
Process an edit receipt request in playbook
Fulfillers can review the edit receipt requests and either confirm or reject them.
If the request is valid, they can process the request using the Edit a Receipt
playbook in the Source-to-Pay Workspace.

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 Activation information
Install Sourcing and Procurement Operations by requesting it from the ServiceNow Store.
Visit the ServiceNow Store website to view all the available apps and for information about
submitting requests to the store. For cumulative release notes information for all released
apps, see the ServiceNow Store version history release notes .

Supplier Lifecycle Operations release notes

®
The ServiceNow Supplier Lifecycle Operations application enables you to quickly onboard
and collaborate with suppliers, manage supplier relationships, monitor risk, compliance, and
performance across the supplier life cycle. Supplier Lifecycle Operations was enhanced and
updated in the Yokohama release.

Supplier Lifecycle Operations highlights for the Yokohama release

• View the summarized details of supply-related records to keep the supplier managers and
fulfillers informed about their progress and action items.
• Manage supplier relationship and performance to optimize the value and quality of the
products and services delivered by suppliers.
• Exchange supplier data accurately with external ERP systems using additional fields in the
inbound and outbound tables.
• View supplier details such as supplier products, contracts, purchase orders, and invoices
directly from the Source-to-Pay Workspace and the Supplier Collaboration Portal.
• Support for many-to-many (M2M) mapping between supplier contact and suppliers: A
single supplier contact can be the contact for multiple suppliers, if the suppliers share a
parent-subsidiary relationship.

See Supplier Lifecycle Operations for more information.

Important: Supplier Lifecycle Operations is available in the ServiceNow Store. For

details, see the "Activation information" section of these release notes.

New in the Yokohama release

Now Assist for Supplier Lifecycle Operations (SLO)

With the Now Assist for Supplier Lifecycle Operations (SLO) application, supplier
managers and fulfillers can summarize the details of supply-related records to
keep them informed about their progress and action items.
Supplier Relationship and Performance Management

• Manage supplier relationship and performance to optimize the value and

quality of the products and services delivered by suppliers.
• Establish clear expectations and criteria for measuring supplier performance,
monitor and assess their performance against those criteria, provide feedback
and recognition, and implement corrective actions and improvement plans
when needed.

Deprecations

Source-to-Pay Workspace

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 Supplier Manager Workspace is being prepared for future deprecation. It will be
hidden and no longer be activated on new instances. Source-to-Pay Workspace
provides the latest experience for this functionality.

Activation information
Install Supplier Lifecycle Operations by requesting it from the ServiceNow Store. Visit the
ServiceNow Store website to view all the available apps and for information about
submitting requests to the store. For cumulative release notes information for all released
apps, see the ServiceNow Store version history release notes .

Strategic Portfolio Management release notes

Strategic Portfolio Management (formerly IT Business Management) has new and updated
features in the Yokohama release.

Collaborative Work Management release notes

®
The ServiceNow Collaborative Work Management (CWM) application provides a central
hub to plan, visualize, and collaborate on work with team members across your organization.
CWM was enhanced and updated in the Yokohama release.

Collaborative Work Management highlights for the Yokohama release

• Quickly identify task assignees without access to your Space and manage sharing
permissions accordingly.
• Improve collaboration efficiency by sharing the exact view of your Board or specific page
of your Doc when sharing a URL with others.
• Collaborate in real-time on Docs with multiple editors.
• Access task details and Doc pages directly from an email notification.
• Benefit from accessibility improvements to create a configurable workspace that supports
Web Content Accessibility Guidelines (WCAG) 2.1 Level AA conformance.

See Collaborative Work Management for more information.

Important: Collaborative Work Management is available in the ServiceNow Store. For

details, see the "Activation information" section of these release notes.

New in the Yokohama release

Requesting access to a Space or Board from its URL

• CWM users can quickly request access to a Space or Board through the
Request access button, which sends an actionable email request to Space
owners and editors.
• Space owners can approve or reject the request directly from the email
without having to open the CWM workspace.

Requesting to elevate user access role to Editor

Easily send a request to Space owners and editors to request elevating your
role to Editor by selecting the Viewing mode indicator in the Board header that
indicates that you have only the Viewer role.
Managing access in the Share permissions modal

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 Easily identify users who already have access to your Space and the users who
requested access using the following two sections in the Share permissions
modal.
• People with Access section: Manage the access level of existing collaborators
to Editor, Viewer, or Owner, or remove them from the Space.
• Pending Access section: Review requests from users and choose to grant or
deny them access to your Space.

Managing Space permissions for task assignees and other users

Identify task assignees who don’t have access to the workspace through a
lock icon next to the user name. This icon is visible in the List view of the Board
in the columns of type People such as Assigned to, Additional Assignee, and
Assignment group.

You can either use the workspace prompt to grant assignees Viewer access or
choose to manage their access level later from the Share permissions modal.
Share task details with Task URLs

Provide direct access to a specific CWM Task record to share with team
members and stakeholders by copying its URL. The task opens in the side panel
in the context of the Board that it belongs to, eliminating the need to search
through multiple items on the Board.
Real-time collaboration in Docs

Edit a Doc page concurrently with multiple other editors. Colored cursors denote
the current location of editors on the page. You can choose to show or hide
these indicators.
Improved user experience for Board views

Avoid accidentally losing unsaved Board view edits when you try to navigate
away from the Board or refresh the browser tab by responding to a displayed
workspace prompt.

UI changes

Numbering on automation cards

Instead of record numbers, Board automation cards show a sequential list

numbering of 1, 2, 3, and so on. Error messages use these list numbers so you can
easily identify an existing automation from the list of available automations for
the Board.

Changed in this release

Improved user experience for copying links of Boards

Ensure that your team sees the same data as you while sharing links of your
Boards through the Copy link action, which now accesses the linked workspace
showing the view in which the Board is displayed to you regardless of the user's
view settings.
Redirection to the CWM task from notification emails
Access task details when you open a task from an assignment email from CWM
in a new browser tab in the context of its Board rather than being directed to the
workspace home page.
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 Redirection to the specific doc pages from notification emails
Access the specific Doc page that you are @-mentioned in by selecting View
Doc in the notification email, eliminating the need to look through multiple
pages in the Doc.
Reflow for Configurable Workspace

The CWM workspace supports reflow, which enables pages and content to
be zoomed up to 400% through your browser settings without loss of content or
functionality.

Activation information
Install Collaborative Work Management by requesting it from the ServiceNow Store. Visit
the ServiceNow Store website to view all the available apps and for information about
submitting requests to the store. For cumulative release notes information for all released
apps, see the ServiceNow Store version history release notes .

Accessibility information
Accessibility improvements

Accessibility improvements were completed to create a configurable

workspace that supports WCAG 2.1 Level AA conformance.
Reflow

The CWM Configurable Workspace supports reflow, which enables pages and
content to be zoomed up to 400% through your browser settings without loss of
content or functionality. Additionally, content can be enlarged without scrolling
in two dimensions at a width equivalent to 320 CSS pixels or a height equivalent
to 256 CSS pixels. Page layouts are transformed into a vertical, stacked view
automatically when users increase browser zoom to 400%.

This enhancement helps users with low vision or who have trouble seeing
web content in a browser due to monitor size, device type, poor lighting, or
other situations. Reflow can be turned off with a system property for instances,
experiences, and pages.

See Reflow for Configurable Workspace for details.

Related ServiceNow applications and features

Strategic Planning
Prioritize, roadmap, and track work when using traditional, Agile, or hybrid
®
methodologies with ServiceNow Strategic Planning. Align strategy to execution
by defining and tracking goals across your organization. Strategic Planning is
available with an SPM Professional license.
Portfolio Planning
Enhance management of your traditional project and product delivery
®
approach with ServiceNow Portfolio Planning. Effectively plan, track, and
manage work for projects and demands using a centralized workspace. Portfolio
Planning is available with an SPM Standard license.

Data Separation release notes

®
The ServiceNow Data Separation application enables organizations to restrict access to
sensitive data based on a lens hierarchy and its leaf node.
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 Deprecations
Starting with the Yokohama release, Data Separation is being prepared for future
deprecation and it will be hidden. For details, see the Deprecation Process [KB0867184]
article in the Now Support Knowledge Base. Alternatively, you can define data filters along
with other configurations to restrict access to sensitive data (enable data separation). For
details on how to enable data separation for different use cases using data filters and ACLs,
see the Managing data separation using data filters and ACLs [KB0558290] article in the
Now SupportKnowledge Base.

Now Assist for Strategic Portfolio Management (SPM) release notes

®
The ServiceNow Now Assist for Strategic Portfolio Management (SPM) application introduces
generative AI skills into Strategic Portfolio Management. You can summarize feedback
or content in Docs, create stories for epics, generate concise project summaries, create
demands through conversations, and quickly gain insights into projects. Now Assist for
Strategic Portfolio Management (SPM) is updated in the Yokohama release.

Now Assist for SPM highlights for the Yokohama release

• Use story recommendations from Now Assist to break down your epics in Enterprise Agile
Planning (EAP).
• Use a decorative loader to elevate visual interest during content loading in Strategic
Planning.

See Now Assist for Strategic Portfolio Management (SPM) for more information.

New in the Yokohama release

Generate stories from epics using Now Assist for EAP

Break down your epics into stories by using the Story generation skill from the
Now Assist panel in the EAP workspace. By using the available epic details, Now
Assist provides story recommendations for your epic. You can let Now Assist
generate stories by using its initial recommendations or you can choose to split or
combine the story recommendations before prompting Now Assist to create the
stories.
Elevate Now Assist UI experience
Use a decorative loader while the content loads to indicate the ongoing
activity.

UI changes

UI enhancements
The following UI enhancements were made:
• Added hover animation for the Now Assist icon.
• Added a loader for the Now Assist side panel for a more engaging loading
experience.
• Renamed the Project Gen AI Docs skill to the Project Doc Summarization and
Actions (Project Workspace) skill.

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 • Renamed the Planning item Gen AI Docs skill to the Planning Item Doc
Summarization and Actions (Strategic Planning) skill.
• Renamed the EAP Teams Gen AI Docs skill to the EAP Doc Summarization and
Actions (Enterprise Agile Planning) skill.

Activation information
Now Assist features are available with activation of the Now Assist for Strategic Portfolio
Management (SPM) plugin. The Now Assist for SPM application requires a Strategic Portfolio
Management (SPM) Pro plus license. For more information, see Install Now Assist plugins .

Related ServiceNow applications and features

Now Assist
®
ServiceNow Now Assist uses generative AI to help improve the productivity and
efficiency in your organization, deliver better self-service, recommend actions,
provide answers, and empower your users to search more effectively.
Now Assist Admin console
The Now Assist Admin console provides you with quick and easy access to the
important information that you need to set up, configure, and monitor Now Assist
applications and features.
Now Assist panel
Use this conversational interface in the EAP workspace to get story
recommendations, split or combine stories, and create stories for your epics with
the help of generative AI.
Now Assist skills
Now Assist products provide generative AI skills that are tailored to meet the
needs of users in different workflows, including feedback summarization, content
summarization in Docs, demand creation, and epic to story generation.

Portfolio Planning release notes

®
The ServiceNow Portfolio Planning application helps you enhance traditional product and
portfolio management by visualizing the alignment of work with organizational objectives.
Portfolio Planning was enhanced and updated in the Yokohama release.

Portfolio Planning highlights for the Yokohama release

View the rolled-up financial costs and benefits data of your planning items in the new
Financials tab in the Planning page.

See Portfolio Planning for more information.

Important: Portfolio Planning is available in the ServiceNow Store. For details, see the
"Activation information" section of these release notes.

New in the Yokohama release

View financial data of your planning items at portfolio level

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 • View the rolled-up financial costs and benefits data of your planning items
Epics, Demands, and Projects at the portfolio level for different time scales and
ranges.
• View the Budget, Planned, Variance, Actuals, and Remaining Estimates of the
financials costs by expense type or cost type.
• View Forecasts, Actuals, and Variance of monetary benefits.

UI changes

Financials UI changes

• New Financials tab in the Planning page.

• The name of the ETC field is changed to Remaining Estimates.
• The name of the EAC field is changed to Forecast.
• The name of the Actuals to date field is changed to Actuals.

Changed in this release

Changes in Financials
Changed the name of the following fields for Financials.
• ETC is changed to Remaining Estimates.
• EAC is changed to Forecast.
• Actuals to date is changed to Actuals.

Activation information
Install Portfolio Planning by requesting it from the ServiceNow Store. Visit the ServiceNow
Store website to view all the available apps and for information about submitting requests
to the store. For cumulative release notes information for all released apps, see the
ServiceNow Store version history release notes .

Related ServiceNow applications and features

Strategic Planning
Prioritize, roadmap, and track work when using traditional, agile, or hybrid
®
methodologies with ServiceNow Strategic Planning. Align strategy to execution
by defining and tracking goals across your organization.

Project Portfolio Management release notes

®
The ServiceNow Project Portfolio Management application enables you to create and
manage a wide range of planning items ranging from a few small tasks to large portfolios
of projects. Project Portfolio Management was enhanced and updated in the Yokohama
release.

Project Portfolio Management highlights for the Yokohama release

• Move your old status reports to a new tool to maintain a consistent reporting process.
• Secure your projects with confidentiality settings to safeguard all confidential data.
• Build a checklist for your project tasks to track the task activities for completion.

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 For more information, see the Project Workspace release notes.

New in the Yokohama release

Migrate old status reports to new reporting tool

Import your old status reports to a new status report tool for a consistent and
organized reporting system.
Apply confidentiality settings to your projects
Secure sensitive projects by applying confidentiality settings to your projects and
make sure only authorized users can access confidential data and sub-projects.
Use checklist for project tasks
Create a checklist for your project tasks to track the list of activities to be
completed for a task.

Activation information
Project Portfolio Management is available with activation of the PPM Standard
(com.snc.financial_planning_pmo) plugin. For more information on activation, see Activate
PPM Standard ( Project Portfolio Management ) .

Install Strategic Spend Tracking for PPM by requesting it from the ServiceNow Store. Visit
the ServiceNow Store website to view all the available apps and for information about
submitting requests to the store. For cumulative release notes information for all released
apps, see the ServiceNow Store version history release notes .

Related ServiceNow applications and features

Project Workspace
See the Project Workspace documentation for more details about using
®
ServiceNow Workspace in Next Experience.

Project Workspace release notes

®
The ServiceNow Project Workspace application provides an intuitive user experience that
enables project managers to plan and manage their projects. Project Workspace was
enhanced and updated in the Yokohama release.

Project Workspace highlights for the Yokohama release

• Import your old status reports to a new status report tool and optimize your reporting
process.
• Create a checklist in a project task to track items that must be completed in the task.
• Benefit from accessibility improvements to create a configurable workspace that supports
Web Content Accessibility Guidelines (WCAG) 2.1 Level AA conformance.

See Project Workspace for more information.

New in the Yokohama release

View the status report in Project Workspace

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 • You can't edit the status report, but you can change the system property to
enable editing.
• Import your old status reports to a new status report tool for a consistent and
organized reporting system.

Configuring security for a project in Project Workspace

• Apply confidentiality settings to safeguard sensitive projects and ensure only

authorized users can access confidential data and sub-projects.
• When a project is marked confidential in one workspace, such as Project
Management or Strategic Portfolio Workspace, these settings automatically
extend across all associated workspaces, maintaining consistent protection.
• To promote security, at least one user must be assigned access to any
confidential project. Otherwise, the system helps prevent saving, enforcing
strict access control throughout the project life cycle.

Project task checklists

• Create a checklist for your project tasks and manage a list of activities or steps
to be completed for a task.
• As an Administrator, you can add or remove checklists as needed.

View the roll-up financial values for project tasks at parent project level
View and manage the cost plans and expense lines recorded on a project task
level on the parent project.

UI changes

Financials UI changes

• New Financials tab in the planning view.

• Name of ETC field is changed to Remaining Estimates.
• Name of EAC field is changed to Forecast.
• Name of Actuals to date is changed to Actuals.

Changed in this release

Reflow for Configurable Workspace

The configurable workspace supports reflow, which enables pages and content
to be zoomed up to 400% through your browser settings without loss of content
or functionality.

Activation information
Install Project Workspace by requesting it from the ServiceNow Store. Visit the ServiceNow
Store website to view all the available apps and for information about submitting requests
to the store. For cumulative release notes information for all released apps, see the
ServiceNow Store version history release notes .

Accessibility information
Accessibility improvements
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 Accessibility improvements were completed to create a configurable
workspace that supports WCAG 2.1 Level AA conformance.
Reflow

The Configurable Workspace supports reflow, which enables pages and content
to be zoomed up to 400% through your browser settings without loss of content
or functionality. Additionally, content can be enlarged without scrolling in
two dimensions at a width equivalent to 320 CSS pixels or a height equivalent
to 256 CSS pixels. Page layouts are transformed into a vertical, stacked view
automatically when users increase browser zoom to 400%.

This enhancement helps users with low vision or who have trouble seeing
web content in a browser due to monitor size, device type, poor lighting, or
other situations. Reflow can be turned off with a system property for instances,
experiences, and pages.

See Reflow for Configurable Workspace for details.

Related ServiceNow applications and features

Portfolio Management
Use a simplified, team-oriented approach to Project Management and IT
development by combining several individual applications.

Resource Management Workspace release notes

®
The ServiceNow Resource Management Workspace application provides resource
managers with a more efficient way to work with a dedicated workspace to view and
manage resource assignments. Resource Management Workspace was enhanced and
updated in the Yokohama release.

Resource Management Workspace highlights for the Yokohama release

• Access the new heatmap modal to view the resource status, remaining capacity, and
utilization efforts of resource allocation.
• Access the new Name, Notes, and Ready for review fields in the create New Resource
Assignment modal.
• Access the resource assignments and the parent resource assignment from the resource
board.

See Resource Management Workspace for more information.

Important: Resource Management Workspace is available in the ServiceNow Store.

For details, see the "Activation information" section of these release notes.

New in the Yokohama release

Using Resource Management Workspace

• View the Resource status, Remaining capacity, and Utilization columns to

the allocation heatmap modal to help resource managers to view detailed
insights and the total efforts for Approved and Pending tasks.
• Use the Total row to the heatmap modal to view the aggregate utilization for
approved and pending tasks.

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 • Capture additional details required to the Project manager or Resource
manager while creating New Resource Assignment and New Operational
Assignment using the following new fields.
◦ Name
◦ Ready for review
◦ Notes
• Access the assigned resource assignments or the parent resource assignment
directly from the resource board view.

UI changes

Using Resource Management Workspace

Added the following details in the resource allocation heatmap view.
• The Resource status column to view Approved and Pending assignments.
• The Remaining capacity column to view the remaining or over-allocated
efforts.
• The Utilization column to view the total efforts of approved and pending tasks.

Create resource assignments and operation resource assignments in Resource

Management Workspace

• Added the following fields to create resource assignment form.

◦ The Name field provides a custom or identifiable name for resource
assignment.
◦ The Ready for review list to confirm if a resource assignment is ready for a
Resource manager's review for allocation.
◦ The Notes field to add any additional notes while creating a resource
assignment.
• Added the following fields in the row context menu of resource assignments in
the top tray.
◦ The Open Resource Assignment field to view and edit a specific assigned
assignment.
◦ The Open Parent Resource Assignment field to view and edit the parent
assignment.

Changed in this release

New resource heatmap view

The resource allocation heatmap view provides more relevant information such
as resource status, remaining capacity, and utilization of resources which helps
resource managers to plan efficiently and allocate the resources based on their
availability, bandwidth, and work requirements.

Activation information
Install Resource Management Workspace by requesting it from the ServiceNow Store. Visit
the ServiceNow Store website to view all the available apps and for information about
submitting requests to the store. For cumulative release notes information for all released
apps, see the ServiceNow Store version history release notes .
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 Related ServiceNow applications and features

Using Capacity Planning in Strategic Planning

Capacity Planning gives you insights about resource availability, allocation
details, availability, and operational work assignments. Resource Managers can
use this information to approve requested resource assignments and allocate
work.

Strategic Planning release notes

®
The ServiceNow Strategic Planning application helps you accomplish end-to-end planning
using a single workspace. Strategic Planning was enhanced and updated in the Yokohama
release.

Strategic Planning highlights for the Yokohama release

• Align with the business strategy by using the Digital Product lens to plan, prioritize, and
roadmap work for digital products.
• Reduce time and effort by using story recommendations from Now Assist to break down
your epics in Enterprise Agile Planning (EAP).
• Collaborate in real-time on Docs with multiple editors.
• View the rolled-up financial costs and benefits data of your planning items in the new
Financials tab in the Planning page.

See Strategic Planning for more information.

Important: Strategic Planning is available in the ServiceNow Store. For details, see the
"Activation information" section of these release notes.

New in the Yokohama release

Plan efficiently with additional pre-defined lenses

Using the Digital Product lens, portfolio managers can plan, prioritize, and
roadmap the work in the Strategic Planning Workspace based on the digital
products by aligning with the business strategy.

The lens is supported with the work items, epic, and product idea. With the
Digital Product lens, you can also do high-level planning using the Product
Enhancement entity. By default, the Product Enhancement entity is enabled for
high-level planning.
Generate stories from epics using Now Assist for EAP

Break down epics into stories using the Now Assist Epics to Story generation
skill in the EAP workspace. Using the available epic details, Now Assist provides
story recommendations for your epic. You can let Now Assist generate stories
using its initial recommendations or you can choose to split or combine the story
recommendations before prompting Now Assist to create the stories.
View financial data of your planning items at portfolio level

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 • View the rolled-up financial costs and benefits data of your planning items
Epics, Demands, and Projects at the portfolio level for different time scales and
ranges.
• View the Budget, Planned, Variance, Actuals, and Remaining Estimates of the
financials costs by expense type or cost type.
• View the Forecasts, Actuals, and Variance of monetary benefits.

Real-time collaboration for EAP Docs

Edit a Doc page concurrently with multiple other editors. Colored cursors denote
the current location of editors on the page. You can choose to show or hide
these indicators.

The real-time collaboration feature for Docs is also available for planning items
in Strategic Planning workspace. See Docs for planning items in Strategic
Planning .

UI changes

Financials UI changes

• New Financials tab in the Planning page.

• The name of the ETC field is changed to Remaining Estimates.
• The name of the EAC field is changed to Forecast.
• The name of the Actuals to date field is changed to Actuals.

Changed in this release

Changes in Financials
Changed the name of the following fields for Financials.
• ETC is changed to Remaining Estimates.
• EAC is changed to Forecast.
• Actuals to date is changed to Actuals.

Changes in planning item forms

The dates in the Planned start date and Planned end date fields are editable
for all planning item types other than Demand and Project planning item types.
Also, the State field is editable for EAP planning items and its child items.

Activation information
Install Strategic Planning by requesting it from the ServiceNow Store. Visit the ServiceNow
Store website to view all the available apps and for information about submitting requests
to the store. For cumulative release notes information for all released apps, see the
ServiceNow Store version history release notes .

Related ServiceNow applications and features

Now Assist for Strategic Portfolio Management (SPM)

Now Assist lets you use generative AI skills in multiple SPM apps. With Now Assist
for SPM, summarize product feedback, create stories for epics, generate concise

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 project summaries, rephrase content for Docs, create demands through a
conversational experience, and quickly gain insights into projects.
Digital Product Release Workspace
ServiceNow Digital Product Release Workspace helps product managers track
the planning items associated with the product enhancements that are defined
in the Strategic Planning Workspace using the Digital Product lens.

Telecommunications, Media, and Technology release notes

®
ServiceNow Telecommunications, Media, and Technology has new and updated
applications and features in the Yokohama release.

Telecommunications products and applications

The Telecommunications industry solution includes the following applications:
• Telecommunications Service Management connects your entire telecommunications
operations, from network to customer, with one platform to deliver proactive care and
maximize the availability and quality of service. It includes the following applications:
◦ Service Bridge
◦ Proactive Service Experience Workflows
◦ Account Lifecycle Events
◦ Customer Service Problem Management
• Sales and Order Management for Telecommunications. See Sales and Order Management
release notes.
• Telecommunications Network Inventory
• Telecommunications Service Operations Management
• Strategic Portfolio Management for Telecom
• Field Service Management for Telecommunications
• Now Assist for Telecommunications, Media and Technology (TMT)

Technology products and applications

The Technology industry solution includes the following applications:

• Technology Service Management connects your entire technology operations, from

network to customer, with one platform to deliver proactive care and maximize the
availability and quality of service. It includes the following applications:
◦ Service Bridge
◦ Proactive Service Experience Workflows
◦ Account Lifecycle Events
◦ Technology Product Support Case
• Sales and Order Management for Technology Providers. See Sales and Order
Management release notes.
• Now Assist for Telecommunications, Media and Technology (TMT)

Account Lifecycle Events release notes

®
The ServiceNow Account Lifecycle Events application helps you to streamline your
onboarding process, define and track objectives and outcomes, identify and mitigate risks,

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 and increase renewal rates. Account Lifecycle Events was enhanced and updated in the
Yokohama release.

Account Lifecycle Events highlights for the Yokohama release

• Define, measure, and track the overall health of an engagement and monitor risk signals
and issues.
• Manage all customer interactions in a single place and organize them with the touchpoint
calendar.
• Create templates to define common success objectives and outcomes and associate
them with a product.
• Use Now Assist for Telecommunications, Media and Technology (TMT) to summarize
account onboarding cases, engagements, and touchpoints.
• Integrate your ServiceNow instance with external Customer Relationship Management
(CRM) platforms during the engagement life cycle.

See Account Lifecycle Events for more information.

Important: Account Lifecycle Events is available in the ServiceNow Store. For details,
see the "Activation information" section of these release notes.

New in the Yokohama release

Health framework
Define the key business and operational indicators and their impact on the
overall health of an engagement. You can provide insights that help identify the
trends and determine if the engagement is stable.
Risk framework
Centralize, track, and monitor the relational risks so that you can reduce
customer turnover. You can identify risk signals and create repeatable
remediation plans.
Success blueprint builder
Create standardized objectives and outcomes for an engagement. Your
customer success managers can prioritize the requirements and identify the
outcomes that provide the maximum customer impact.
Success initiative roadmap
Create a timeline view of the success initiatives and view the status, timing, and
priority of these activities.
Touchpoints enhancements
Use a touchpoint to track and manage your customer interactions through
meetings and emails. With the touchpoint planner, you can help to ensure that
all customer interactions and related activities are taking place on time with
expected results.
Case summarization for onboarding cases, engagements, and touchpoints
Use generative AI to get a high-level summary of the status of your
engagements, onboarding cases, and touchpoints.

UI changes

Success portfolio
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 The Success portfolio dashboard provides visibility into the overall health of a
customer success manager's portfolio. With this dashboard, you can view the
health of an engagement, individual indicators, health and risk trends, and
touchpoints.
Engagement page enhancements
Use the engagement home page to see a high-level overview of an
engagement. You can also view the current health score, identify issues, and
monitor objectives and outcomes.
Data import enhancements
Optimize the onboarding process by importing and publishing a large amount of
data and resolve any errors or issues quickly.

Activation information
Install Account Lifecycle Events by requesting it from ServiceNow Store. Visit the ServiceNow
Store website to view all the available apps and for information about submitting requests
to the store. For cumulative release notes information for all released apps, see the
ServiceNow Store version history release notes .

Related ServiceNow applications and features

Customer Service Management

The Customer Service Management application enables you to automate your
onboarding and case monitoring processes and provides service agents with
visibility into the customer systems and tools that you need to deliver proactive
services to your customers.

Now Assist for Telecommunications, Media and Technology (TMT) release notes
®
The ServiceNow Now Assist for TMT application brings generative AI to the Proactive Service
Experience Workflows, Account Lifecycle Events, and Service Bridge. You can improve
productivity and efficiency by delivering better self-service, recommending actions, and
delivering answers. Now Assist for TMT was enhanced and updated in the Yokohama release.

Now Assist for TMT highlights for the Yokohama release

• Summarize onboarding cases, engagements, and touchpoints by using generative AI.

• Enhance test summarization with metric descriptions and contextual notes.
• Consolidate the information from multiple similar cases into a knowledge article.
• Dynamically configure prompts for case summarization.
• Automate transformation mapping between provider and consumer instances in Service
Bridge.

See Now Assist for Telecommunications, Media and Technology (TMT) for more information.

Important: Now Assist for Telecommunications, Media and Technology (TMT) is

available in the ServiceNow Store. For details, see the "Activation information" section of
these release notes.

New in the Yokohama release

Dynamic prompt configuration

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 Use the Now Assist for Telecommunications, Media and Technology (TMT)
application to provide concise, context-driven summaries that are specific to
each case. Your agents can ensure that critical case details are captured and
can provide personalized and informed resolutions.
Enhanced test summarization
Use AI-generated test summaries that include the metric descriptions and
contextual notes from cases. Your agents can focus on high-priority issues
and make better informed decisions that enhance the product quality and
performance.
Resolution notes generation
Generate resolution notes and then shorten or elaborate the content by using
the Now Assist context menu in the resolution notes field of the case form in both
Core UI and Workspace.
Knowledge article generation
Select and gather insights and data from multiple similar cases to create an
article by using Now Assist for TMT. Use the icon, which is accessible as an
inline capability to create and refine knowledge articles.
Account onboarding case summarization
Generate a concise account onboarding case summary that enables your
agents to get a quick overview of the case details.
Engagement summarization
Generate a high-level summary with a list of the key items about an
engagement.
Touchpoint summarization
Generate a quick summary of the various touchpoints in the engagement
life cycle. Your agents can get a quick summary of all meetings and emails
exchanged between the different stakeholders and any follow-up activities.
Transform mapping assist Service Bridge
While using the Service Bridge for providers application, use the Transform
Mapping Assist feature to generate transform mappings between provider
and consumer tables automatically. This skill enables you to streamline the
transformation mapping process by reducing errors and improving overall
efficiency.

Activation information
Now Assist features are available with activation of the Now Assist for CSM plugin. For more
information, see Install Now Assist plugins .

Related ServiceNow applications and features

Now Assist
Help improve the productivity and efficiency in your organization, deliver better
self-service, recommend actions, provide answers, and empower your users to
search more effectively.
Now Assist Admin console
Use the Now Assist Admin console to provide you with quick and easy access to
the important information that you need to set up, configure, and monitor Now
Assist applications and features.

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 Now Assist panel
Use this conversational interface in CSM Configurable Workspace to summarize
a chat, a case, or resolution notes so that you can get the context of this
information more quickly.
Now Assist skills
Use the Now Assist products to provide generative AI skills to meet the needs
of users in different workflows, including case or incident summarization, chat
summarization, resolution notes generation, and code generation.

Proactive Service Experience Workflows

®
The ServiceNow Proactive Service Experience Workflows helps your technical support teams
identify your impacted customers, communicate directly with them, escalate a case if
needed, and auto-generate cases for faster issue resolution. Proactive Service Experience
Workflows was enhanced and updated in the Yokohama release.

Proactive Service Experience Workflows highlights for the Yokohama release

• Identify the right case type from an incident in the Proactive Service Experience Workflows.
Consumer information can be seen on the incidents in the Proactive Service Experience
Workflows.
• Diagnose the issue in the troubleshoot stage in the Technology Product Support Case
playbook. Create the resolution task manually to solve the issue.
• Submit the outbound service test run requests to various external systems by integrating the
application with the external southbound systems in the Technology Product Support Case.
• Create a service problem case to report an issue about the service from the Customer
Service Portal. Record generation capability through the playbooks for customer service
problem management. Modify the service information in the case highlights card through
the playbook.
• Create roles for customer service problem management so that agents and customers
can create service problem cases.

See Proactive Service Experience Workflows and Now Assist for Telecommunications, Media
and Technology (TMT) for more information.

New in the Yokohama release

Redirection to the right case type

Create a proactive case from an incident in the Proactive Service Experience
Workflows.
Technology Product Support Case playbook stages and activities
Diagnose the issue in the troubleshoot stage in the Technology Product Support
Case playbook. Create the resolution task to solve the issue.
Integrating Technology Product Support Case with southbound external systems
In the Technology Product Support Case, you can submit outbound service test
run requests to various external systems by integrating the application with the
external southbound systems.
Create a service problem case from the workspace
Create a service problem case for a customer raised issue so that an agent
can work on it and resolve the service-related problem. Record generation
capability via playbooks for customer service problem management.
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 Create a service problem case from the Customer Service Portal
Create a service problem case to report an issue about the service from the
Customer Service Portal.
Summarize a service problem case using Now Assist for Telecommunications, Media and
Technology (TMT)
Use the Now Assist for Telecommunications, Media and Technology (TMT) to
provide concise, context-driven summaries specific to each case. This feature
enables agents to confirm that critical case details are captured, and enable
them to provide personalized and informed resolutions.
Generate the resolution notes for a service problem case using Now Assist for
Telecommunications, Media and Technology (TMT)
Generate resolution notes and then shorten or elaborate the content using the
Now Assist context menu in the resolution notes field of the case form, in both the
Core UI (UI16) and Workspace.
Generate a knowledge article for a service problem case using Now Assist for
Telecommunications, Media and Technology (TMT)
You can now select and gather insights and data from multiple similar cases to
draft an article by using Now Assist for TMT. You can revise the content in existing
Knowledge articles by using the Now Assist icon ( ), which is accessible as an
inline capability, and create and refine Knowledge articles.
Summarize test for a technology product support case using Now Assist for
Telecommunications, Media and Technology (TMT)
Generate the test run summary for a technology product support case record to
understand the context of test outcomes and the root cause of the problem.
Components installed with Customer Service Problem Management
Create roles for customer service problem management so that agents and
customers can create service problem cases.

Activation information
®
Install Proactive Service Experience Workflows by requesting it from the ServiceNow Store.

Related ServiceNow applications and features

Field Service Management

®
The ServiceNow Field Service Management application helps organizations
manage work tasks performed on location. Match tasks to agents based on
skills, geographic territory assignments, and available inventory. Agents can
record details on assigned tasks like completion status, travel time to jobs, and
time spent.
Incident Management
®
ServiceNow Incident Management restores normal service operation while
minimizing impact to business operations and maintaining quality. You can
record an incident and track it through the entire incident life cycle until service
is restored and the issue is resolved.
Change Management
®
The ServiceNow Change Management application provides a systematic
approach to control the life cycle of all changes, facilitating beneficial changes
to be made with minimum disruption to the business operations.

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 Process Mining
®
ServiceNow Process Mining helps analysts and process owners quickly analyze
and optimize their business processes. Create automated business process
flows from your data that enable you to monitor and more quickly discover
inefficiencies in your processes.

Service Bridge release notes

®
The ServiceNow Service Bridge application enables providers and consumers to connect
and track services directly between instances without having to configure and maintain
custom integrations. Service Bridge was enhanced and updated in the Yokohama release.

Service Bridge highlights for the Yokohama release

• Providers can now include client and UI policy scripts in remote record producers, which
consumers can review and approve.
• Providers can now copy local catalog items to Service Bridge as remote record producers
either in bulk or individually.
• Providers can simplify and streamline choice-based transform mapping with ServiceNow
Now Assist.
• Consumers can now add variables to remote record producers for use in consumer pre-
flows.

See Service Bridge for more information.

Important: Service Bridge is available in the ServiceNow Store. For details, see the
"Activation information" section of these release notes.
®
Important information for upgrading ServiceNow to Yokohama

• When using Service Bridge for Providers and Service Bridge for Consumers in a single
instance, you must upgrade both applications simultaneously to the same version to
maintain compatibility.
• The Service Bridge Global Script Include is automatically installed or updated when you
install the Service Bridge application on the following platform versions:
◦ Washington DC Patch 9
◦ Xanadu Patch 4
◦ Yokohama
• Service Bridge 2.x.x, which was first released with the Xanadu release, does not support
migration of Service Bridge (Legacy) versions. If you are using a Service Bridge (Legacy)
version, before you upgrade to the Yokohama release, you must follow instructions in the
Service Bridge for Providers (Legacy) - Migration Utility [KB1499823] article in the Now
Support Knowledge Base to migrate your configuration data.
• If you are upgrading from Service Bridge version 1.x.x , follow the steps in Upgrade Guide
- Service Bridge for Providers and Consumers application (v2.x.x release) [KB1700387]) to
migrate your Service Bridge applications.
• Due to the introduction of mismatched version support, new entitlements cannot be
activated until both the consumers and providers upgrade to Service Bridge version 2.x.x.
Older active entitlements will continue to work but new ones cannot be activated.

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 New in the Yokohama release

Remote Catalog Item Client Scripts

Provider: Perform more complex tasks and gain better control over the
completeness and correctness of catalog requests from the consumer by
including catalog client scripts, UI Policy scripts, and other common scripts that
consumers can choose to include for Remote Catalog items.
Copy From Service Catalog Item to Remote Catalog Item
Providers: Eliminate the need to re-create catalog items manually in the Service
Bridge remote catalog by copying single and multiple catalog items through
the UI to remote record producers that can be synchronized to the consumer
instance.
Transform Mapping Assist
Providers: Streamline the transformation mapping process and reduce errors
by generating transform mappings between provider and consumer tables
automatically using the Transform Mapping Assist feature that leverages the
NOW large language model (LLM).
Consumer Variable Sets
Consumers: Manage requested content and flow better by adding additional
variables to add customization to your remote record producers.

Activation information
Install Service Bridge by requesting it from the ServiceNow Store.
Visit the ServiceNow Store website to view all the available apps and for information about
submitting requests to the store. For cumulative release notes information for all released
apps, see the ServiceNow Store version history release notes .

Related ServiceNow applications and features

Sales and Order Management

The Sales and Order Management applications enable you to manage the
product sales life cycle in your organization, including pre-sales opportunities,
sales quote generation, order capture, order fulfillment, and post-sales
engagement.
HR Service Delivery
Improve the employee service experience by automating HR interactions
and providing a single platform for all HR services. Replace manual and siloed
processes with cross-functional digital workflows for increased efficiency. Align
business goals with employee needs, including onboarding, career growth, and
other transitions.

Strategic Portfolio Management for Telecom release notes

®
The ServiceNow Strategic Portfolio Management for Telecom is a product that inherits all
features of Strategic Portfolio Management with the addition of two templates for Fiber
Rollout and 5G Projects. Strategic Portfolio Management for Telecommunications is a new
application in the Yokohama release.

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Strategic Portfolio Management for Telecom highlights for the Yokohama
release

• Use templates to customize requirements for your Fiber Rollout and 5G projects.
• Address challenges that manual processes cause by using customized templates.

See Strategic Portfolio Management for Telecom for more information.

Important: Strategic Portfolio Management for Telecommunications is available in

ServiceNow Store. For details, see the "Activation information" section of these release
notes.

Strategic Portfolio Management for Telecom features

Fiber rollout project template

Bring scalability and adaptability to network expansion efforts by enabling
organizations to customize them for various deployment scenarios. These
templates reduce planning and execution costs through standardized,
repeatable workflows while ensuring compliance with regulatory and
operational standards.
5G project template
Accelerate time-to-market by providing pre-configured workflows that simplify
complex network deployment processes. The template enhances operational
efficiency by streamlining tasks, reducing redundancies, and minimizing errors.
It also improves team collaboration by providing clear visibility into timelines,
resource allocation, and milestones, aligning stakeholders around shared goals.

Activation information
Install Strategic Portfolio Management for Telecom by requesting it from ServiceNow Store.
Visit the ServiceNow Store website to view all the available apps and for information about
submitting requests to the store. For cumulative release notes information for all released
apps, see the ServiceNow Store version history release notes .

Related ServiceNow applications and features

Strategic Portfolio Management

Strategic Portfolio Management helps you align work to strategy, enabling
you to optimize business outcomes and respond rapidly to change so that you
deliver more value.

Telecommunications Network Inventory release notes

®
The ServiceNow Telecommunications Network Inventory application enables a network
planner to model the physical, logical, or virtual network and perform design and assign
services based on those network models. Telecommunications Network Inventory was
enhanced and updated in the Yokohama release.

Telecommunications Network Inventory highlights for the Yokohama release

• View the geographical location and the details of your network site
• Design and assign a configuration item using a playbook and add custom states to a
Change model.

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 • Define a logical composite to track and manage its CI.
• Import and export your collection of models and templates in JSON format.
• Enable Deny ACL to ensure the compliance with the enhanced security model.

See Telecommunications Network Inventory for more information.

Important: Telecommunications Network Inventory is available in the ServiceNow

Store. For details, see the "Activation information" section of these release notes.

Important information for upgrading Telecommunications Network Inventory to

Yokohama
The Yokohama release needs the Xanadu platform version to support the Design and Assign
playbook feature.

New in the Yokohama release

Design and assign your network services

Create and configure playbooks for design and assign a configuration item. The
Design and Assign playbook provides step-by-step guidance for designing a
network service. Use the playbook to complete guided activities to instantiate a
network inventory record.
Design and Assign function for logical connections
Use the Design and Assign playbook to instantiate a logical connection and
its associated connection elements. Once each activity completes, view the
circuit map to visualize the logical connection elements.
Visualization of map
Use the Network site map to view the geographical location of your network
sites and the information such as site details, connectivity, and capacity.
Creating an inventory template for a logical composite
Instantiate a logical composite record and associated equipment and racks
using a logical composite template.
Add an equipment or rack to logical composite
Add equipment or rack to a logical composite using a change model.
Remove an equipment or rack from logical composite
Remove a rack or equipment from a logical composite using a change model.
Create an equipment record by using design and assign
Create a change request for an equipment record from the All Equipment list
view using the Create equipment UI action.
Import models and templates in JSON format
Create an import request to import your collection of models and templates in
JSON format.
Export hierarchy of models and templates
Export the hierarchy and all related records of a model or inventory template in
JSON format.
Create xNF and xNF instances

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 The xNF and xNF instances records are added in the Inventory menu and
retained the Services menu for application services.
Create a telephone infrastructure
Supports all types of telephone numbers.

Activation information
Install Telecommunications Network Inventory by requesting it from the ServiceNow Store. For
details about the installation procedure, see Install Telecommunications Network Inventory .

Related ServiceNow applications and features

Configuration Management Database (CMDB)

With the Configuration Management Database (CMDB) application, build
logical representations of assets, services, and the relationships between them
that comprises the infrastructure of your organization. Details about these
components are stored in the CMDB, which you can use to monitor the following
infrastructure, helping promote integrity, stability, and continuous service
operation.

Telecommunications Service Operations Management (TSOM) release notes

®
The ServiceNow Telecommunications Service Operations Management (TSOM) application
enables you to monitor the health of your networks and services so that you can prevent
potential downtime. Telecommunications Service Operations Management (TSOM) was
enhanced and updated in the Yokohama release by adding a new capability called TSOM
Visibility, which includes Telecom Discovery and Reconciliation functionality.

Telecommunications Service Operations Management (TSOM) highlights for the

Yokohama release

• Perform deep network discovery of your networks via the Simple Network Management
Protocol (SNMP) and command-line interface (CLI) by using Pattern-based Discovery.
• Integrate with the Nokia Altiplano Service Graph Connector to discover the access
network.
• Handle Discrepancy Identification and Reconciliation between your discovered and
inventoried data.

See Telecommunications Service Operations Management for more information.

Important: Telecommunications Service Operations Management (TSOM) is available

in ServiceNow Store. For details, see the "Activation information" section of these release
notes.

Important information for upgrading Telecommunications Service Operations

Management (TSOM) to Yokohama
After installing Telecommunications Service Operations Management TSOM, any customized
IRE identification rules applied to interface cards, slots, sub-slots and network interfaces may
be affected. You must review and validate the rules to ensure proper functionality.

New in the Yokohama release

Pattern-based direct discovery using CLI and SNMP

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 Use pattern-based direct discovery to do the following tasks:
• Support deep network discovery of your physical network elements by using
CLI and SNMP.
• Enable pattern-based discovery for any network elements that support SNMP
standard MIBs.
• Provide a framework to enable custom Management Information Base (MIB)-
based discovery.
• Enable both scheduled and quick discovery of standalone network elements.
• Support the following Cisco and Juniper routers and switches:
◦ Cisco ASR1K
◦ Cisco 7613
◦ Cisco Nexus 9000
◦ Cisco Nexus 3548
◦ Juniper Mx80
◦ Juniper MX104
◦ Juniper MX240
◦ Juniper MX480

Nokia Altiplano SGC integration

With Nokia Altiplano SGC integration, you can:
• Support discovery of physical Gigabit Passive Optical Network (GPON)
network information by integrating with the Nokia Altiplano Service Graph
Connector.
• Enable scheduled and on-demand discovery.
• Support the multi-instance integration of the Nokia Altiplano Service Graph
Connector.

Discrepancy identification and reconciliation

Identify the discrepancies between your inventoried and discovered data in the
following cases:

• ◦ Model mismatch.
◦ Model relationship mismatch.
◦ Entities not discovered in the current run but discovered in the previous run.
◦ Slots-occupied discrepancy.
◦ Most recent discovery not updated.
◦ Incorrect number of relationships.
• Support a framework to automatically create tasks for reconciling
discrepancies.

Activation information
Install Telecommunications Service Operations Management by requesting it from
ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for

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 information about submitting requests to the store. For cumulative release notes information
for all released apps, see the ServiceNow Store version history release notes .

Related ServiceNow applications and features

Event Management
The Event Management application helps you to identify health issues across
the datacenter on a single management console. It provides alert aggregation
and root cause analysis (RCA) for discovered services, application services,
and automated alert groups. Event Management is available as a separate
®
subscription from the rest of the Now Platform .

Release notes summaries for Yokohama features

Consolidated release notes information for new and updated Yokohama features.

Learn about specific themes for multiple Yokohama products

®
In the Yokohama 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 aggregates all browser requirements for
features that were introduced or updated in Yokohama.

Changes to plugins in the Yokohama release

This table lists the existing plugins that were deprecated, planned for deprecation, renamed,
or changed in some way.

• Planned for deprecation: In preparation for the future deprecation. The application is
being prepared for future deprecation. The plugin will be hidden and no longer available
for activation but will continue to be supported. For details, see the Deprecation Process
[KB0867184] article in the Now Support knowledge base.
• Deprecated: The application is no longer deployed, enhanced, or supported. For details,
see the Deprecation Process [KB0867184] article in the Now Support knowledge base.
• Maintenance mode: The application will have no new enhancements or activations but
will have continued support.

Deprecated plugins
This table lists the existing plugins that were deprecated in Yokohama and Xanadu.

Plugin Status Description Details

Cloud Provisioning and Deprecated in Integrate Cloud Install the Cloud

Governance: Google Cloud Yokohama Management Provisioning and
Connector [sn_cmp_gcp] Google Cloud Governance:
Connector Terraform
scoped Connector
application with application from
CMP the ServiceNow
Store and review
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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Plugin Status Description Details
the Cloud
Provisioning and
Governance:
Terraform
Connector
documentation.
Conversational Integration Deprecated in Interact with There is no
with Google Business Messages Yokohama requesters on the replacement for
[sn_gbm_adapter] Google Business this application.
Messages app.
CTI Demo Data for HRSD Deprecated in Provides CTI Install the
[sn_hr_cti_demo] Yokohama Softphone ServiceNow Voice
application demo for HR Service
data for HRSD. Delivery (HRSD)
application.
Customer Service Deprecated in — There is no
Management IoT Demo Yokohama replacement for
[com.snc.csm.iot.demo] this plugin.
Employee Campaigns for Deprecated in Enables you to There is no
Workplace from Facebook Yokohama package your replacement for
content into this application.
[sn_fb_wp_campaigns] a campaign If you are using
and publish the this application,
content to groups you have the
on Workplace option to maintain
from Facebook. the unsupported
application as
custom code.
IBM Watson Language Deprecated in In ServiceNow's As an alternative,
Translator Service Spoke Yokohama Dynamic customers can
[com.glide.ibm_translation_spoke] Translation create accounts
app, this spoke with other third-
connected party translation
to the third- services such
party machine as Google or
translation service Microsoft Azure
provided by IBM
Watson
HR Agent Workspace Deprecated in Use the HR Service Install and
Xanadu Delivery Agent configure
[com.sn_hr_agent_workspace] Workspace to the HRSD
interact with Configurable
employees, Agent Workspace
respond to for Case
inquiries, and Management.
resolve issues For guidance, see
quickly. Agent Workspace
for HR Case
Management
(Configurable)
and this

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Plugin Status Description Details
Community
Article .
HR Service Delivery v1.0 Deprecated in Unlocks enterprise Migrate to the
(Legacy) Xanadu productivity Human Resources
and give your Core v2.0 scoped
[com.snc.hr.core.cms, employees application
com.snc.hr.core, the service [com.sn_hr_core].
com.snc.hr.hr_connect, experience they
con.snc.hr.pa, deserve.
com.snc.hr.service_portal]

FSM Agent Classic Workspace Deprecated in — Install and

Xanadu configure the
[com.snc.agent_workspace.fsm] Field Service
Dispatcher
workspace. For
guidance, see
Configuring
Dispatcher
Workspace .
HR Agent Mobile Deprecated in — No replacement.
Xanadu If you are using
[com.sn_hr_mobile_agent] this plugin, you
have the option
to maintain the
unsupported
plugin as custom
code.
Instance Security Center Deprecated in Monitors the Install ServiceNow
Xanadu compliance Security Center on
[sn_isc_core, sn_isc_nlu, level of instance the ServiceNow
sn_isc_va] security controls, Store. For
view security guidance, see
event monitoring Security Center .
metrics, and
configure and
maintain instance
security settings
all from within the
Instance Security
Center.
Field Service Map Deprecated in Displays the Install and
Xanadu dispatch map for configure the
[com.snc.fsm_map] viewing agents, Field Service
tasks, and agent Dispatcher
routes. workspace. For
guidance, see
Configuring
Dispatcher
Workspace .
Cloud Discovery setup using Deprecated in Enables you to Install Cloud
classic Cloud Discovery Xanadu set up Cloud Operations

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Plugin Status Description Details
Discovery for Workspace
performing cloud (COW) on the
discovery and ServiceNow Store.
using Cloud
Provisioning and
Governance
for managing
discovered cloud
resources.
Cloud Spend Dashboard Deprecated in Helps you view all Install the Asset
Xanadu cloud spend on a Executive
[sn_sam_cld_spend] single dashboard, Workspace on the
including ServiceNow Store.
software,
platform, and
infrastructure.
Global Reporting Initiative Deprecated in Offers ESG Install the
(GRI) Content Accelerator for Xanadu frameworks such ESG Content
ESG as authority Accelerator
documents and application from
[com.sn_esg_gri] citations and the ServiceNow
provides the Store. For
related metric guidance, see
definitions. ESG content
accelerator .
RPA Sample Template Deprecated in RPA templates Install RPA Hub
[com.sn_rpa_template] Xanadu are prebuilt version 9.0.0 or
automations that later from the
enable customers ServiceNow Store.
to kickstart their
• Download
RPA initiatives.
and install RPA
Desktop Design
Studio using the
guidance in the
documentation.
• You can access
the templates
(referred to
as sample
automations)
within the
RPA Desktop
Design Studio
home page.
Open RPA
Desktop Design
Studio and
on the Home
page, select
“Automation
Projects” to
view a list

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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.
 Plugin Status Description Details
of sample
automations.
For more
information,
see the
documentation.

Sustainability Accounting Deprecated in The SASB Install the

Standards Board (SASB) Xanadu Accelerator is ESG Content
Content Accelerator for ESG designed for Accelerator
use with the ESG application from
[com.sn_esg_sasb] Management the ServiceNow
and Reporting Store. For
application guidance, see
to enable ESG content
customers to accelerator .
easily adopt the
SASB framework to
produce their ESG
disclosures.
Service Bridge for Deprecated in Allows providers to
• Install the
Providers (Legacy) Xanadu publish catalogs
Service Bridge
[com.sn_nowebonding_provider] for customers and
for Providers
receive and fulfill
application
customer service
from the
requests.
ServiceNow
Store and
review the
documentation.
• Follow the
guidance in
KB1499823 to:
Migrate your
configurations
Have your
consumers
install the new
Service Bridge
for Consumers
application
from the
ServiceNow
store. Test the
new application
with your
consumers.
Once it has
been validated,
remove the
entitlements
for the Service
Bridge (Legacy)
content and
© 2024 ServiceNow, Inc. All rights reserved.
338
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.
 Plugin Status Description Details
entitle the
content for
Service Bridge
for Providers.

Service Bridge (Legacy) Deprecated in Allows customers

• Install the
[com.sn_nowebonding] Xanadu to submit service
Service Bridge
requests to their
for Consumers
provider and
application
monitor these
from the
requests.
ServiceNow
Store and
review the
documentation.
• Reach out to
your Service
Bridge Provider
to coordinate
the migration
to the new
Service Bridge
application.
They’ll need
to coordinate
the migration
with you along
with any testing.
Once ready,
they’ll send you
a registration
link to connect
the new
application.

Jenkins plug-in for ServiceNow Deprecated in The ServiceNow Install all future
DevOps Xanadu DevOps plugin releases of this
extends the application
default behaviors directly from the
of Jenkins, Jenkins store .
and provides
a mechanism
to control job
executions via
the ServiceNow
Change
Management
application.
Human Resources Scoped Deprecated in Provides a —
App: Parental Journey Xanadu prepackaged
[com.sn_hr_parental_journey] configuration
for parental
leaves of absence

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Plugin Status Description Details
(LOAs) in an HR
organization.
Parental LOAs
include maternity,
paternity, or
adoption leave.
Human Resources Scoped Deprecated in Allows you to —
App: Data Migration Xanadu migrate HR tables
[sn_hr_migration] and roles from the
non-scoped to the
scoped version of
HR.
Service Graph Connector for Deprecated in Provides Install the Service
Extra Hop Xanadu capabilities to Graph Connector
pull data from for ExtraHop
[com.snc.cmdb.extrahop_integration] the ExtraHop Reveal(x)
application into application on the
your ServiceNow ServiceNow Store.
instance. This application
is owned by
ExtraHop.

Plugins planned for deprecation

This table lists the existing plugins that were planned for deprecation in a future release.

Plugin Status Description Details

Customer Service Planned for Load demo data Install the

CTI Demo Data deprecation in for CTI Softphone. ServiceNow
[com.snc.customerservice_cti_demo]
the A release Voice with
Amazon Connect
application
and all its
dependencies
from the
ServiceNow
Store and review
the Integrate
ServiceNow Voice
with Amazon
Connect
documentation.
Data Filtration Planned for Controls the Migrate to the
[com.glide.data_filtration] deprecation in access to tables Security Data Filter
the A release and records plugin, which is
based on subject active by default
attributes when on all instances
performing read on the Yokohama
queries. release or later.
Data Separation [sn_ds] Planned for The ServiceNow Use Data Filters
deprecation in Data Separation and access
the A release application helps control lists (ACLs)
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 Plugin Status Description Details
organizations to configure data
restrict access separation for
to sensitive data your use cases.
based on a lens For details on
hierarchy and its how to enable
leaf node. data separation
for different use
cases using data
filters and ACLs,
see the Managing
data separation
using data
filters and ACLs
[KB0558290]
article in the
Now Support
Knowledge Base.
Gremlin Spoke Simulate outages Install the Spoke
[sn_gremlin_spoke] Planned for and manage Generator
deprecation attacks using application from
December 2030 or Gremlin instance the ServiceNow
contract term end from your Store, import API
date (whichever is instance. documentation
earlier) for Gremlin, and
use it to create
actions/custom
spokes.
Legal Simple Contracts Planned for Enables Install the
[sn_lg_contracts] deprecation in employees to Contract
the A release submit legal Management Pro
requests for application from
getting legal the ServiceNow
support and Store.
guidance for
contracts.
Microsoft Teams Spoke for Planned for Configure Install the
ServiceNow IntegrationHub deprecation May the actions Microsoft Teams
[sn.ms_teams.ah] 2031 or contract that a process Graph Spoke
term end date analyst can use application from
(whichever is when creating the ServiceNow
earlier) configurations Store and review
to automate the Migration
sending messages Guide: Microsoft
about alerts to a Teams Spoke
Microsoft Teams for ServiceNow
channel. Integration Hub to
Microsoft Teams
Graph Spoke
[KB1650148]
article in the
Now Support
Knowledge Base.

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 Plugin Status Description Details

Password Reset Planned for Password reset Install the

Orchestration Add-on deprecation in add-on to Password Reset
[com.glideapp.password_reset.addon.orchestration]
the A release enable the use integration
of ServiceNow for Microsoft
Orchestration. Active Directory
Includes support application from
for Active the ServiceNow
Directory and Store and review
remote SOAP- the Integrate
based credential Password Reset
systems. with your Active
Directory service
documentation.
Patient Support Services Planned for Streamlines There is no
[sn_patientservice] deprecation the patient replacement for
November 2028 or onboarding, this application.
contract term end education, and
date (whichever is engagement for
earlier) various patient
support services
such as discount
plans, adherence
programs, opioid,
and diabetes
management.
Performance Analytics - Planned for Provides Test the migrated
Content Pack - GRC: Audit deprecation in Performance GRC: Audit
Management [sn_audit_pa] the A release Analytics reports Management
for the GRC Audit Core UI analytics
Management assets in Platform
application. Analytics.
Performance Analytics Planned for Provides Test the migrated
- Content Pack - deprecation in Performance GRC: Policy and
GRC: Policy and the A release Analytics reports Compliance
Compliance Management for the GRC Policy Management
[sn_compliance_pa] and Compliance Core UI analytics
Management assets in Platform
application. Analytics.
Performance Analytics - Planned for Provides Test the migrated
Content Pack - GRC: Risk deprecation in Performance GRC: Risk
Management [sn_risk_pa] the A release Analytics reports Management
for the GRC Risk Core UI analytics
Management assets in Platform
application. Analytics.
Pre-Visit Management Planned for Streamlines There is no
[sn_previsit] deprecation the scheduling replacement for
October 2029 or process of this application.
contract term end procedure
date (whichever is requests for
earlier) patients and
increases
visibility to pre-
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342
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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Plugin Status Description Details
authorization
approvals prior
to scheduled
procedures.
Redox Electronic Planned for Enable There is no
Health Record Spoke deprecation in communications replacement for
[sn_redox_spoke] the A release with your this application.
customers using
the Redox
platform from
your ServiceNow
instance.
Redox Inbound Integration Planned for Use the real-time There is no
[sn_redox] deprecation in bidirectional replacement for
the A release data exchange this application.
with external
healthcare
systems via the
Redox platform.
Security Incident Response UI Planned for Provides an Install Security
[com.app_secops_ui] deprecation in enhanced user Incident Response
the A release interface for version 13.4.5
monitoring and or higher from
resolving threats to the ServiceNow
an organization’s Store and review
security. the Security
Activation of Incident Response
this plugin on Workspace
production documentation.
instances may
require a separate
license. Contact
ServiceNow for
details.
Service Graph Connector Planned for Integrate There is no
for Microsoft Defender for IoT deprecation in Microsoft replacement for
(On-premises Management the A release Defender for IoT this application.
Console) [sn_msftd4iotsgc] (On-premises
Management
Console) with
the ServiceNow
Operational
Technology
Manager
application
to automate
import of sensor
appliances,
OT devices,
and network
connections.

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343
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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Plugin Status Description Details

SharePoint Online Planned for Offers a Install the

Search Connector deprecation in consumer- External Content
[com.snc.sharepoint_online] the A release grade search Connectors
configuration to ServiceNow
manage your application from
information the ServiceNow
resources. Store.
Vaccine Administration Planned for Enables There is no
Management [sn_vaccine_sm] deprecation governments replacement for
October 2029 or and healthcare this application.
contract term end providers to
date (whichever is deliver vaccines,
earlier) on a deadline
and with finite
resources.
Vulnerability Response Planned for Use the There is no
Integration with Microsoft deprecation in Vulnerability replacement for
Defender for IoT (On-premises the A release Response this application.
Management Console) for Microsoft
[sn_msftd4iotvr] Defender for IoT
(On-premises
Management
Console)
application to
track, prioritize,
and resolve
vulnerabilities on
devices used in
the production
process.

Renamed and changed plugins

This table lists the existing plugins that were renamed or changed in Yokohama or Xanadu.

Plugin Status Description Details

ERP Data Hub Renamed in ERP Canvas This product used

[sn_erp_integration] Yokohama (Enterprise to be named ERP
Resource Canvas, then
Planning) enables was changed to
you to retrieve ERP Data Hub,
and update ERP and iswash now
data from the returning to ERP
system of record, Canvas.
such as SAP.
Smart Assessment Connected Renamed in Connected Renamed to
[sn_smart_assessment_connected]
Yokohama component Smart Assessment
for assessment Connected
instance. [sn_smart_assessment_conn]
Smart Assessment Designer [sn- Renamed in Connected Renamed to
smart-assessment-builder] Yokohama component Smart Assessment

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Plugin Status Description Details
for assessment Designer
designer. [sn_smart_asmt_desg]
Application Portfolio Renamed in This plugin Renamed
Management Core Xanadu contains core to Enterprise
[com.snc.apm_core] functionality Architecture Core
for Enterprise [com.snc.apm_core]
Architecture
available out
of the box by
default.
Read only roles for Application Renamed in The plugin Renamed to
Portfolio Management Xanadu provides read-only Read only roles
[com.snc.apm_read_roles] roles for Enterprise for Enterprise
Architecture. Architecture
[com.snc.apm_read_roles]
Application Portfolio Renamed in This plugin Renamed
Management - TRM Xanadu includes TRM to Enterprise
[com.snc.apm_trm] lifecycles for Architecture - TRM
Enterprise [com.snc.apm_trm]
Architecture.
Performance Analytics - Renamed in Enterprise Renamed to
Content Pack - Application Xanadu Architecture Performance
Portfolio Management dashboards Analytics -
[com.snc.pa.apm] developed using Content Pack
Performance - Enterprise
analytics Architecture
premium. [com.snc.pa.apm]
Performance Analytics - Renamed in Provides Renamed to
Content Pack - Application Xanadu integration Performance
Portfolio Management and of Enterprise Analytics -
Change Management Architecture Content Pack
[com.snc.pa.apm.change_request] with Change - Enterprise
Management, Architecture
which includes and Change
performance Management
analytics [com.snc.pa.apm.change_reques
dashboards
of business
applications
associated with
Change requests.
Performance Analytics - Renamed in Provides Renamed to
Content Pack - Application Xanadu integration Performance
Portfolio Management and of Enterprise Analytics -
Problem Management Architecture Content Pack
[com.snc.pa.apm.problem] with Problem - Enterprise
Management, Architecture
which includes and Problem
performance Management
analytics [com.snc.pa.apm.problem]
dashboards

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345
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.
 Plugin Status Description Details
of business
applications.
Application Portfolio Renamed in Provides modeling Renamed to
Management Digital Xanadu and flow for Digital Integration
Integration Management managing digital Management
[com.snc.apm_digital_integration] integrations plugin
between business [com.snc.apm_di]
applications.
Application Portfolio Renamed in This plugin Renamed
Management - Xanadu provides to Enterprise
Predictive Intelligence Predictive Architecture
[com.snc.apm.predictive_intelligence] Intelligence - Predictive
Solutions for Intelligence
Enterprise [com.snc.apm.predictive_intelligen
Architecture. It
helps in prediction
by applying
algorithms
like similarity
on business
applications-
related data.
Application Portfolio Renamed in The plugin Renamed
Management - ATF Tests Xanadu provides ATF test to Enterprise
[com.snc.apm.atf] cases and test Architecture
suites that can be - ATF Tests
run on Enterprise [com.snc.apm.atf]
Architecture.
Application Portfolio Renamed in The plugin helps Renamed
Management [com.snc.apm] Xanadu enterprises have to Enterprise
visibility into Architecture
their Business [com.snc.apm]
Applications
Inventory,
rationalize Business
Applications,
provide business
context, and
determine
business value
of each Business
Application. It
also helps with
understanding of
the technology
(Software and
Hardware)
components
of Business
Applications,
capture the
organizations
Information Assets
© 2024 ServiceNow, Inc. All rights reserved.
346
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.
 Plugin Status Description Details
and Business
Applications
use of those
Information Assets.

Plugins in maintenance mode

This table lists the existing plugins that are in maintenance mode.

Plugin Status Description Details

Advanced Work Assignment Maintenance Activating —

for CSM mode only. Customer Service
(com.sn_customerservice)
[com.sn_csm.awa] plugin will activate
this plugin.
CMS User Interface - Service Maintenance All Content —
Management Core mode only. Management
System items
[com.snc.service_management.core.cms] (blocks, pages,
and menus) used
to reference core
IT self-service
applications are
packaged in this
plugin. It is also the
core foundation
for all Service
Management
applications.
Content Management Maintenance — —
mode only.
[com.glide.cms]

Content Management Maintenance An extension —

Extended Types mode only. to Content
Management that
[com.glide.cms.types] adds iFrames and
Flash frames.

Use Service
Portal for new
development
instead of CMS.
Service Portal is an
alternative to CMS
with a refined user
experience, and is
active by default
in the base
system. For more
information, see
Service Portal
and Content

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347
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.
 Plugin Status Description Details
Management and
Service Portal .

Content Management IFrame Maintenance — —

Type mode only.

[com.glide.cms.type.iframe]

Content Management Flash Maintenance — —

Type mode only.

[com.glide.cms.type.flash]

CSM Account Hierarchy Maintenance — —

mode only.
[com.snc.sn_csm_account_hierarchy]

CSM Lookup and Verify Maintenance — —

mode only.
[com.snc.sn_csm_lookup_verify]

CSM Workspace - Maintenance — —

Components mode only.

[com.csm_workspace_components]

Facilities Move Management Maintenance Enables single Transition to

mode only. user move Workplace
[com.snc.facilities_service_automation.move] functionality as Service Delivery.
Planned for well as Enterprise
deprecation in Move and
March 2025 or move planning
subscription term functionality.
end.

Facilities Service Management Maintenance — —

CMS Portal mode only.

[com.snc.facilities_service_automation.cms]

Facilities Service Management Maintenance Manages —

Mobile mode only. facilities service
management
[com.snc.facilities_service_automation_m] mobile
components.
Field Service Management Maintenance Lets you launch —
CMS Portal mode only. Field Service
Automation and
[com.snc.work_management.cms] other service
management
applications from
a single CMS
page.
Human Resources Application: Maintenance Provides case —
Core CMS mode only. and knowledge
management
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348
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.
 Plugin Status Description Details
for HR.
[com.snc.hr.core.cms] Standardizes the
documentation,
interaction, and
fulfillment of
employee inquires
and requests while
having visibility
into the quantity
and type of cases
coming in.
Lookup and Verify Maintenance — —
mode only.
[com.snc.sn_lookup_and_verify_config]

Service Catalog CMS Extension Maintenance Provides the —

mode only. ability to define
[com.glideapp.servicecatalog.cms] the catalog
experience within
CMS.

Release notes for upgrading from Washington DC

When you upgrade from the Washington DC release, understand the fixes in each release
version, notable changes for the user interface, browser support, plugin updates, and each
feature's upgrade and migration tasks if applicable.

Upgrading from Washington DC to Yokohama

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Changes to plugins
from Washington
DC to Yokohama

List of new, changed,

renamed, and
deprecated plugins

Accessibility and Available patches Browser support

conformance and hotfixes

Supported browser
Accessibility conformance Release notes versions and additional
reports based for fixed issues requirements for
on the voluntary specific products
product accessibility
template (VPAT)

Changes to plugins from Washington DC to Yokohama

Before you upgrade from Washington DC to Yokohama, read the release notes for
information about new plugins and existing plugins that were deprecated, renamed, or
changed in some way.

Xanadu and Washington DC plugin changes

See Xanadu plugin changes for more information.

See Washington DC plugin changes for more information.

Deprecated plugins from Washington DC to Yokohama

This table lists the existing plugins that were deprecated in Washington DC, Xanadu, or
Yokohama.

Plugin Status Description Details

Badge Reader Integration for Deprecated in Improve Walk- Review the

Walk-up Experience (Removed Washington DC up Experience guidance for
from com.snc.badge_reader) user satisfaction building a
by using the customer badge
Badge Reader reader client.
Integration

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350
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.
 Plugin Status Description Details
application
at your on-site
walk-up queue
locations.
Central Dispatch Deprecated in Provides both Install and
[com.snc.central_dispatch] Washington DC a list and configure the
calendar view of Dispatcher
unassigned tasks. Workspace plugin
(com.snc.uib.fsm_dispatcher_work
Cloud Discovery setup using Deprecated in Enables you to Install Cloud
classic Cloud Discovery Xanadu set up Cloud Operations
Discovery for Workspace
performing cloud (COW) on the
discovery and ServiceNow Store.
using Cloud
Provisioning and
Governance
for managing
discovered cloud
resources.
Cloud Native Operations Deprecated in Use Cloud Native Install the Agent
[sn_k8s] Washington DC Operations Client Collector
to perform for Visibility (ACC-
continuous V) application
discovery and from the
monitoring of ServiceNow Store
the Kubernetes and review the
platforms. documentation.
Cloud Provisioning and Deprecated in Integrate Cloud Install the Cloud
Governance: Google Cloud Yokohama Management Provisioning and
Connector [sn_cmp_gcp] Google Cloud Governance:
Connector Terraform
scoped Connector
application with application from
CMP the ServiceNow
Store and review
the Cloud
Provisioning and
Governance:
Terraform
Connector
documentation.
Cloud Spend Dashboard Deprecated in Helps you view all Install the Asset
Xanadu cloud spend on a Executive
[sn_sam_cld_spend] single dashboard, Workspace on the
including ServiceNow Store.
software,
platform, and
infrastructure.
Conversational Integration Deprecated in Interact with There is no
with Google Business Messages Yokohama requesters on the replacement for
[sn_gbm_adapter] this application.
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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.
 Plugin Status Description Details
Google Business
Messages app.
CSM Agent Workspace Deprecated in CSM Agent Install the CSM
[com.snc.agent_workspace.csm]Washington DC Workspace Configurable
enables you Workspace
to integrate application from
Customer Service the ServiceNow
Management with Store.
other applications.
CTI Demo Data for HRSD Deprecated in Provides CTI Install the
[sn_hr_cti_demo] Yokohama Softphone ServiceNow Voice
application demo for HR Service
data for HRSD. Delivery (HRSD)
application.
Customer Service Deprecated in The Customer Install the Order
Management for Orders Washington DC Service Management
[com.snc.csm.order] Management for store application.
Orders feature
adds support for
orders and order
line items to the
Customer Service
Management
application.
Customer Service Deprecated in — There is no
Management IoT Demo Yokohama replacement for
[com.snc.csm.iot.demo] this plugin.
Employee Campaigns for Deprecated in Enables you to No replacement.
Workplace from Facebook Xanadu package your If you are using
content into this application,
[com.snc.sn_fb_wp_campaigns] a campaign you have the
and publish the option to maintain
content to groups the unsupported
on Workplace application as
from Facebook. custom code.
Employee Campaigns for Deprecated in Enables you to There is no
Workplace from Facebook Yokohama package your replacement for
content into this application.
[sn_fb_wp_campaigns] a campaign If you are using
and publish the this application,
content to groups you have the
on Workplace option to maintain
from Facebook. the unsupported
application as
custom code.
Field Service Map Deprecated in Displays the Install and
Xanadu dispatch map for configure the
[com.snc.fsm_map] viewing agents, Field Service
tasks, and agent Dispatcher
routes. workspace. For
guidance, see
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352
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.
 Plugin Status Description Details
Configuring
Dispatcher
Workspace .
FSM Agent Classic Workspace Deprecated in — Install and
Xanadu configure the
[com.snc.agent_workspace.fsm] Field Service
Dispatcher
workspace. For
guidance, see
Configuring
Dispatcher
Workspace .
Global Reporting Initiative Deprecated in Offers ESG Install the
(GRI) Content Accelerator for Xanadu frameworks such ESG Content
ESG as authority Accelerator
documents and application from
[com.sn_esg_gri] citations and the ServiceNow
provides the Store. For
related metric guidance, see
definitions. ESG content
accelerator .
HR Agent Mobile Deprecated in — No replacement.
Xanadu If you are using
[com.sn_hr_mobile_agent] this plugin, you
have the option
to maintain the
unsupported
plugin as custom
code.
HR Agent Workspace Deprecated in Use the HR Service Install and
Xanadu Delivery Agent configure
[com.sn_hr_agent_workspace] Workspace to the HRSD
interact with Configurable
employees, Agent Workspace
respond to for Case
inquiries, and Management.
resolve issues For guidance, see
quickly. Agent Workspace
for HR Case
Management
(Configurable)
and this
Community
Article .
HR Service Delivery v1.0 Deprecated in Unlocks enterprise Migrate to the
(Legacy) Xanadu productivity Human Resources
and give your Core v2.0 scoped
[com.snc.hr.core.cms, employees application
com.snc.hr.core, the service [com.sn_hr_core].
com.snc.hr.hr_connect, experience they
con.snc.hr.pa, deserve.
com.snc.hr.service_portal]

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353
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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Plugin Status Description Details

HTML Processor [n/a] Deprecated in Review KB1119956

Washington DC for steps to
disable this
feature on your
instance.
Human Resources Scoped Deprecated in Allows you to —
App: Data Migration Xanadu migrate HR tables
[sn_hr_migration] and roles from the
non-scoped to the
scoped version of
HR.
Human Resources Scoped Deprecated in Provides a —
App: Parental Journey Xanadu prepackaged
[com.sn_hr_parental_journey] configuration
for parental
leaves of absence
(LOAs) in an HR
organization.
Parental LOAs
include maternity,
paternity, or
adoption leave.
IBM Watson Language Deprecated in In ServiceNow's As an alternative,
Translator Service Spoke Yokohama Dynamic customers can
[com.glide.ibm_translation_spoke] Translation create accounts
app, this spoke with other third-
connected party translation
to the third- services such
party machine as Google or
translation service Microsoft Azure
provided by IBM
Watson
IE11 Support for Virtual Agent Support ended for
the IE11 browser.
[com.glide.cs.chatbot,
com.glide.cs.chatbot.lite]

Instance Security Center Deprecated in Monitors the Install ServiceNow

Xanadu compliance Security Center on
[sn_isc_core, sn_isc_nlu, level of instance the ServiceNow
sn_isc_va] security controls, Store. For
view security guidance, see .
event monitoring
metrics, and
configure and
maintain instance
security settings
all from within the
Instance Security
Center.
Item Designer Deprecated in The Service The Catalog
[com.glideapp.servicecatalog.item_designer]
Washington DC Catalog item Builder plugin

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354
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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Plugin Status Description Details
designer enables is activated
non-administrators by default on
to create, all instances
maintain, and (com.glideapp.servicecatalog.cat
publish catalog
items. It uses a
structured design
and publishing
process to ensure
consistency of
usage.
ITSM Agent Workspace and Deprecated in Improve your Install the Service
CMDB Agent Workspace Washington DC ITSM agent Operations
[com.snc.agent_workspace.itsm, experience and Workspace for
com.snc.agent_workspace.itsm.landing_page, manage your IT ITSM application
com.snc.agent_workspace.itsm.landing_page_premium,
fulfillment volume from the
com.cmdb-workspace] more efficiently ServiceNow Store.
using ITSM Agent
Workspace.
Jenkins plug-in for ServiceNow Deprecated in The ServiceNow Install all future
DevOps Xanadu DevOps plugin releases of this
extends the application
default behaviors directly from the
of Jenkins, Jenkins store .
and provides
a mechanism
to control job
executions via
the ServiceNow
Change
Management
application.
Journey Accelerator v4.0.3 Deprecated in Helps to create Migrate to
and below [com.sn_ja] Washington DC templates for replacement
plans and to-do Journey Designer
tasks. Managers application.
then use the Journey designer
templates will automatically
to create install Journey
and publish Accelerator
customized plans v5.0+ which is the
for key employee supported version
transitions. with Journey
Managers, designer.
employees,
and mentors
can access the
plans from the
Employee Center
(EC).
Mobile Studio [com.glide.sg- Deprecated in Use Mobile Studio Transition to
studio] Washington DC to create and replacement
modify mobile
© 2024 ServiceNow, Inc. All rights reserved.
355
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.
 Plugin Status Description Details
components Mobile App
for use in any of Builder.
the ServiceNow
mobile apps.
Operator Workspace and Deprecated in Install the Service
CMDB Agent Workspace Washington DC Operations
[com.itom-noc-app, com.oi- Workspace for
scoped-app, com.sn-em-ai- ITOM application
action, com.sn-em-hidden- from the
component com.sn-em- ServiceNow Store.
ai-overview, com.sn-em-
metric, com.sn_log_viewer
com.cmdb-workspace]
Product Model and Deprecated in Enables self- Install the
Catalog Items Relationship Washington DC service for Customer Service
[com.snc.product_catalog_relationship] customers to Case Types plugin
request services (com.snc.csm_case_types)
on products and use the
by creating service definition
relationships feature.
between product
models and
catalog items.
RPA Sample Template Deprecated in RPA templates Install RPA Hub
[com.sn_rpa_template] Xanadu are prebuilt version 9.0.0 or
automations that later from the
enable customers ServiceNow Store.
to kickstart their
• Download
RPA initiatives.
and install RPA
Desktop Design
Studio using the
guidance in the
documentation.
• You can access
the templates
(referred to
as sample
automations)
within the
RPA Desktop
Design Studio
home page.
Open RPA
Desktop Design
Studio and
on the Home
page, select
“Automation
Projects” to
view a list
of sample
automations.

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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.
 Plugin Status Description Details
For more
information,
see the
documentation.

Service Bridge (Legacy) Deprecated in Allows customers

• Install the
[com.sn_nowebonding] Xanadu to submit service
Service Bridge
requests to their
for Consumers
provider and
application
monitor these
from the
requests.
ServiceNow
Store and
review the
documentation.
• Reach out to
your Service
Bridge Provider
to coordinate
the migration
to the new
Service Bridge
application.
They’ll need
to coordinate
the migration
with you along
with any testing.
Once ready,
they’ll send you
a registration
link to connect
the new
application.

Service Bridge for Deprecated in Allows providers to

• Install the
Providers (Legacy) Xanadu publish catalogs
Service Bridge
[com.sn_nowebonding_provider] for customers and
for Providers
receive and fulfill
application
customer service
from the
requests.
ServiceNow
Store and
review the
documentation.
• Follow the
guidance in
KB1499823 to:
Migrate your
configurations
Have your
consumers
install the new
Service Bridge
© 2024 ServiceNow, Inc. All rights reserved.
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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.
 Plugin Status Description Details
for Consumers
application
from the
ServiceNow
store. Test the
new application
with your
consumers.
Once it has
been validated,
remove the
entitlements
for the Service
Bridge (Legacy)
content and
entitle the
content for
Service Bridge
for Providers.

Service Graph Connector for Deprecated in Provides Install the Service

Extra Hop Xanadu capabilities to Graph Connector
pull data from for ExtraHop
[com.snc.cmdb.extrahop_integration] the ExtraHop Reveal(x)
application into application on the
your ServiceNow ServiceNow Store.
instance. This application
is owned by
ExtraHop.
Sustainability Accounting Deprecated in The SASB Install the
Standards Board (SASB) Xanadu Accelerator is ESG Content
Content Accelerator for ESG designed for Accelerator
use with the ESG application from
[com.sn_esg_sasb] Management the ServiceNow
and Reporting Store. For
application guidance, see
to enable ESG content
customers to accelerator .
easily adopt the
SASB framework to
produce their ESG
disclosures.

Plugins planned for deprecation

This table lists the existing plugins that were planned for deprecation in a future release.

Plugin Status Description Details

Customer Service Planned for Load demo data Install the

CTI Demo Data deprecation in for CTI Softphone. ServiceNow
[com.snc.customerservice_cti_demo]
the A release Voice with
Amazon Connect
application
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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Plugin Status Description Details
and all its
dependencies
from the
ServiceNow
Store and review
the Integrate
ServiceNow Voice
with Amazon
Connect
documentation.
Data Filtration Planned for Controls the Migrate to the
[com.glide.data_filtration] deprecation in access to tables Security Data Filter
the A release and records plugin, which is
based on subject active by default
attributes when on all instances
performing read on the Yokohama
queries. release or later.
Data Separation [sn_ds] Planned for The ServiceNow Use Data Filters
deprecation in Data Separation and access
the A release application helps control lists (ACLs)
organizations to configure data
restrict access separation for
to sensitive data your use cases.
based on a lens For details on
hierarchy and its how to enable
leaf node. data separation
for different use
cases using data
filters and ACLs,
see the Managing
data separation
using data
filters and ACLs
[KB0558290]
article in the
Now Support
Knowledge Base.
Gremlin Spoke Simulate outages Install the Spoke
[sn_gremlin_spoke] Planned for and manage Generator
deprecation attacks using application from
December 2030 or Gremlin instance the ServiceNow
contract term end from your Store, import API
date (whichever is instance. documentation
earlier) for Gremlin, and
use it to create
actions/custom
spokes.
Legal Simple Contracts Planned for Enables Install the
[sn_lg_contracts] deprecation in employees to Contract
the A release submit legal Management Pro
requests for application from
getting legal the ServiceNow
support and Store.
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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Plugin Status Description Details
guidance for
contracts.
Microsoft Teams Spoke for Planned for Configure Install the
ServiceNow IntegrationHub deprecation May the actions Microsoft Teams
[sn.ms_teams.ah] 2031 or contract that a process Graph Spoke
term end date analyst can use application from
(whichever is when creating the ServiceNow
earlier) configurations Store and review
to automate the Migration
sending messages Guide: Microsoft
about alerts to a Teams Spoke
Microsoft Teams for ServiceNow
channel. Integration Hub to
Microsoft Teams
Graph Spoke
[KB1650148]
article in the
Now Support
Knowledge Base.
Password Reset Planned for Password reset Install the
Orchestration Add-on deprecation in add-on to Password Reset
[com.glideapp.password_reset.addon.orchestration]
the A release enable the use integration
of ServiceNow for Microsoft
Orchestration. Active Directory
Includes support application from
for Active the ServiceNow
Directory and Store and review
remote SOAP- the Integrate
based credential Password Reset
systems. with your Active
Directory service
documentation.
Patient Support Services Planned for Streamlines There is no
[sn_patientservice] deprecation the patient replacement for
November 2028 or onboarding, this application.
contract term end education, and
date (whichever is engagement for
earlier) various patient
support services
such as discount
plans, adherence
programs, opioid,
and diabetes
management.
Performance Analytics - Planned for Provides Test the migrated
Content Pack - GRC: Audit deprecation in Performance GRC: Audit
Management [sn_audit_pa] the A release Analytics reports Management
for the GRC Audit Core UI analytics
Management assets in Platform
application. Analytics.

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Plugin Status Description Details

Performance Analytics Planned for Provides Test the migrated

- Content Pack - deprecation in Performance GRC: Policy and
GRC: Policy and the A release Analytics reports Compliance
Compliance Management for the GRC Policy Management
[sn_compliance_pa] and Compliance Core UI analytics
Management assets in Platform
application. Analytics.
Performance Analytics - Planned for Provides Test the migrated
Content Pack - GRC: Risk deprecation in Performance GRC: Risk
Management [sn_risk_pa] the A release Analytics reports Management
for the GRC Risk Core UI analytics
Management assets in Platform
application. Analytics.
Pre-Visit Management Planned for Streamlines There is no
[sn_previsit] deprecation the scheduling replacement for
October 2029 or process of this application.
contract term end procedure
date (whichever is requests for
earlier) patients and
increases
visibility to pre-
authorization
approvals prior
to scheduled
procedures.
Redox Electronic Planned for Enable There is no
Health Record Spoke deprecation in communications replacement for
[sn_redox_spoke] the A release with your this application.
customers using
the Redox
platform from
your ServiceNow
instance.
Redox Inbound Integration Planned for Use the real-time There is no
[sn_redox] deprecation in bidirectional replacement for
the A release data exchange this application.
with external
healthcare
systems via the
Redox platform.
Security Incident Response UI Planned for Provides an Install Security
[com.app_secops_ui] deprecation in enhanced user Incident Response
the A release interface for version 13.4.5
monitoring and or higher from
resolving threats to the ServiceNow
an organization’s Store and review
security. the Security
Activation of Incident Response
this plugin on Workspace
production documentation.
instances may
require a separate
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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Plugin Status Description Details
license. Contact
ServiceNow for
details.
Service Graph Connector Planned for Integrate There is no
for Microsoft Defender for IoT deprecation in Microsoft replacement for
(On-premises Management the A release Defender for IoT this application.
Console) [sn_msftd4iotsgc] (On-premises
Management
Console) with
the ServiceNow
Operational
Technology
Manager
application
to automate
import of sensor
appliances,
OT devices,
and network
connections.
SharePoint Online Planned for Offers a Install the
Search Connector deprecation in consumer- External Content
[com.snc.sharepoint_online] the A release grade search Connectors
configuration to ServiceNow
manage your application from
information the ServiceNow
resources. Store.
Vaccine Administration Planned for Enables There is no
Management [sn_vaccine_sm] deprecation governments replacement for
October 2029 or and healthcare this application.
contract term end providers to
date (whichever is deliver vaccines,
earlier) on a deadline
and with finite
resources.
Vulnerability Response Planned for Use the There is no
Integration with Microsoft deprecation in Vulnerability replacement for
Defender for IoT (On-premises the A release Response this application.
Management Console) for Microsoft
[sn_msftd4iotvr] Defender for IoT
(On-premises
Management
Console)
application to
track, prioritize,
and resolve
vulnerabilities on
devices used in
the production
process.

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Renamed and changed plugins from Washington DC to Yokohama
This table lists the existing plugins that were renamed or changed in Washington DC, Xanadu,
or Yokohama.

Plugin Status Description Details

Application Portfolio Renamed in The plugin helps The plugin name

Management [com.snc.apm] Xanadu enterprises have is changed
visibility into to Enterprise
their Business Architecture
Applications [com.snc.apm]
Inventory,
rationalize Business
Applications,
provide business
context, and
determine
business value
of each Business
Application. It
also helps with
understanding of
the technology
(Software and
Hardware)
components
of Business
Applications,
capture the
organizations
Information Assets
and Business
Applications
use of those
Information Assets.
Application Portfolio Renamed in The plugin The plugin name
Management - ATF Tests Xanadu provides ATF test is changed
[com.snc.apm.atf] cases and test to Enterprise
suites that can be Architecture
run on Enterprise - ATF Tests
Architecture. [com.snc.apm.atf]
Application Portfolio Renamed in This plugin The plugin name
Management Core Xanadu contains core is changed
[com.snc.apm_core] functionality to Enterprise
for Enterprise Architecture Core
Architecture [com.snc.apm_core]
available out
of the box by
default.
Application Portfolio Renamed in Provides modeling The plugin name
Management Digital Xanadu and flow for is changed to
Integration Management managing digital Digital Integration
[com.snc.apm_digital_integration] integrations Management

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Plugin Status Description Details
between business plugin
applications. [com.snc.apm_di]
Application Portfolio Renamed in This plugin The plugin name
Management - Xanadu provides is changed
Predictive Intelligence Predictive to Enterprise
[com.snc.apm.predictive_intelligence] Intelligence Architecture
Solutions for - Predictive
Enterprise Intelligence
Architecture. It [com.snc.apm.predictive_intelligen
helps in prediction
by applying
algorithms
like similarity
on business
applications-
related data.
Application Portfolio Renamed in This plugin The plugin name
Management - TRM Xanadu includes TRM is changed
[com.snc.apm_trm] lifecycles for to Enterprise
Enterprise Architecture - TRM
Architecture. [com.snc.apm_trm]
ERP Data Hub Renamed in ERP Canvas This product used
[sn_erp_integration] Yokohama (Enterprise to be named ERP
Resource Canvas, then was
Planning) enables changed to ERP
you to retrieve Data Hub, and is
and update ERP now returning to
data from the ERP Canvas.
system of record,
such as SAP.
Performance Analytics - Renamed in Enterprise The plugin name
Content Pack - Application Xanadu Architecture is changed to
Portfolio Management dashboards Performance
[com.snc.pa.apm] developed using Analytics -
Performance Content Pack
analytics - Enterprise
premium. Architecture
[com.snc.pa.apm]
Performance Analytics - Renamed in Provides The plugin name
Content Pack - Application Xanadu integration is changed to
Portfolio Management and of Enterprise Performance
Change Management Architecture Analytics -
[com.snc.pa.apm.change_request] with Change Content Pack
Management, - Enterprise
which includes Architecture
performance and Change
analytics Management
dashboards [com.snc.pa.apm.change_reques
of business
applications
associated with
Change requests.

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Plugin Status Description Details

Performance Analytics - Renamed in Provides The plugin name

Content Pack - Application Xanadu integration is changed to
Portfolio Management and of Enterprise Performance
Problem Management Architecture Analytics -
[com.snc.pa.apm.problem] with Problem Content Pack
Management, - Enterprise
which includes Architecture
performance and Problem
analytics Management
dashboards [com.snc.pa.apm.problem]
of business
applications.
Read only roles for Application Renamed in The plugin The plugin name
Portfolio Management Xanadu provides read-only is changed to
[com.snc.apm_read_roles] roles for Enterprise Read only roles
Architecture. for Enterprise
Architecture
[com.snc.apm_read_roles]
Smart Assessment Connected Renamed in Connected Renamed to
[sn_smart_assessment_connected]
Yokohama component Smart Assessment
for assessment Connected
instance. [sn_smart_assessment_conn]
Smart Assessment Designer [sn- Renamed in Connected Renamed to
smart-assessment-builder] Yokohama component Smart Assessment
for assessment Designer
designer. [sn_smart_asmt_desg]
Virtual Agent API Changed in Integrates any The
(sn_va_as_service) Washington DC. chat interface or com.sn.omnichannel.callback
a bot with Virtual plugin has been
Agent or Agent removed and the
Chat. com.sn_ext_agent_management_
plugin is now a
dependency.

Plugins in maintenance mode

This table lists the existing plugins that are in maintenance mode.

Plugin Status Description Details

Advanced Work Assignment Maintenance Activating —

for CSM mode only. Customer Service
(com.sn_customerservice)
[com.sn_csm.awa] plugin will activate
this plugin.
CMS User Interface - Service Maintenance All Content —
Management Core mode only. Management
System items
[com.snc.service_management.core.cms] (blocks, pages,
and menus) used
to reference core
IT self-service
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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.
 Plugin Status Description Details
applications are
packaged in this
plugin. It is also the
core foundation
for all Service
Management
applications.
Content Management Maintenance — —
mode only.
[com.glide.cms]

Content Management Maintenance An extension —

Extended Types mode only. to Content
Management that
[com.glide.cms.types] adds iFrames and
Flash frames.

Use Service
Portal for new
development
instead of CMS.
Service Portal is an
alternative to CMS
with a refined user
experience, and is
active by default
in the base
system. For more
information, see
Service Portal
and Content
Management and
Service Portal .

Content Management IFrame Maintenance — —

Type mode only.

[com.glide.cms.type.iframe]

Content Management Flash Maintenance — —

Type mode only.

[com.glide.cms.type.flash]

CSM Account Hierarchy Maintenance — —

mode only.
[com.snc.sn_csm_account_hierarchy]

CSM Lookup and Verify Maintenance — —

mode only.
[com.snc.sn_csm_lookup_verify]

CSM Workspace - Maintenance — —

Components mode only.

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Plugin Status Description Details

[com.csm_workspace_components]

Facilities Move Management Maintenance Enables single Transition to

mode only. user move Workplace
[com.snc.facilities_service_automation.move] functionality as Service Delivery.
Planned for well as Enterprise
deprecation in Move and
March 2025 or move planning
subscription term functionality.
end.

Facilities Service Management Maintenance — —

CMS Portal mode only.

[com.snc.facilities_service_automation.cms]

Facilities Service Management Maintenance Manages —

Mobile mode only. facilities service
management
[com.snc.facilities_service_automation_m] mobile
components.
Field Service Management Maintenance Lets you launch —
CMS Portal mode only. Field Service
Automation and
[com.snc.work_management.cms] other service
management
applications from
a single CMS
page.
Human Resources Application: Maintenance Provides case —
Core CMS mode only. and knowledge
management
[com.snc.hr.core.cms] for HR.
Standardizes the
documentation,
interaction, and
fulfillment of
employee inquires
and requests while
having visibility
into the quantity
and type of cases
coming in.
Lookup and Verify Maintenance — —
mode only.
[com.snc.sn_lookup_and_verify_config]

Service Catalog CMS Extension Maintenance Provides the —

mode only. ability to define
[com.glideapp.servicecatalog.cms] the catalog
experience within
CMS.

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Release notes for upgrading from Vancouver
When you upgrade from the Vancouver release, understand the fixes in each release
version, notable changes for the user interface, browser support, plugin updates, and each
feature's upgrade and migration tasks if applicable.

Upgrading from Vancouver to Yokohama

Changes to plugins from

Vancouver to Yokohama

List of new, changed,

renamed, and
deprecated plugins

Accessibility and Available patches Browser support

conformance and hotfixes

Supported browser
Accessibility conformance Release notes versions and additional
reports based for fixed issues requirements for
on the voluntary specific products
product accessibility
template (VPAT)

Changes to plugins from Vancouver to Yokohama

Before you upgrade from Vancouver to Yokohama, read the release notes for information
about new plugins and existing plugins that were deprecated, renamed, or changed in
some way.
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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Vancouver, Washington DC, and Xanadu plugin changes

See Vancouver plugin changes for more information.

See Washington DC plugin changes for more information.

See Xanadu plugin changes for more information.

Deprecated plugins from Vancouver to Yokohama

This table lists the existing plugins that were deprecated in Vancouver, Washington DC,
Xanadu, or Yokohama.

Plugin Status Description Details

Badge Reader Integration for Deprecated in Improve Walk- Review the

Walk-up Experience (Removed Washington DC up Experience guidance for
from com.snc.badge_reader) user satisfaction building a
by using the customer badge
Badge Reader reader client.
Integration
application
at your on-site
walk-up queue
locations.
Central Dispatch Deprecated in Provides both Install and
[com.snc.central_dispatch] Washington DC a list and configure the
calendar view of Dispatcher
unassigned tasks. Workspace plugin
(com.snc.uib.fsm_dispatcher_work
Cloud Discovery setup using Deprecated in Enables you to Install Cloud
classic Cloud Discovery Xanadu set up Cloud Operations
Discovery for Workspace
performing cloud (COW) on the
discovery and ServiceNow Store.
using Cloud
Provisioning and
Governance
for managing
discovered cloud
resources.
Cloud Native Operations Deprecated in Use Cloud Native Install the Agent
[sn_k8s] Washington DC Operations Client Collector
to perform for Visibility (ACC-
continuous V) application
discovery and from the
monitoring of ServiceNow Store
the Kubernetes and review the
platforms. documentation.
Cloud Spend Dashboard Deprecated in Helps you view all Install the Asset
Xanadu cloud spend on a Executive
[sn_sam_cld_spend] single dashboard, Workspace on the
including ServiceNow Store.
software,

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Plugin Status Description Details
platform, and
infrastructure.
CSM Agent Workspace Deprecated in CSM Agent Install the CSM
[com.snc.agent_workspace.csm]Washington DC Workspace Configurable
enables you Workspace
to integrate application from
Customer Service the ServiceNow
Management with Store.
other applications.
Customer Service Deprecated in The Customer Install the Order
Management for Orders Washington DC Service Management
[com.snc.csm.order] Management for store application.
Orders feature
adds support for
orders and order
line items to the
Customer Service
Management
application.
Employee Campaigns for Deprecated in Enables you to No replacement.
Workplace from Facebook Xanadu package your If you are using
content into this application,
[com.snc.sn_fb_wp_campaigns] a campaign you have the
and publish the option to maintain
content to groups the unsupported
on Workplace application as
from Facebook. custom code.
Field Service Map Deprecated in Displays the Install and
Xanadu dispatch map for configure the
[com.snc.fsm_map] viewing agents, Field Service
tasks, and agent Dispatcher
routes. workspace. For
guidance, see
Configuring
Dispatcher
Workspace .
FSM Agent Classic Workspace Deprecated in — Install and
Xanadu configure the
[com.snc.agent_workspace.fsm] Field Service
Dispatcher
workspace. For
guidance, see
Configuring
Dispatcher
Workspace .
Global Reporting Initiative Deprecated in Offers ESG Install the
(GRI) Content Accelerator for Xanadu frameworks such ESG Content
ESG as authority Accelerator
documents and application from
[com.sn_esg_gri] citations and the ServiceNow
provides the Store. For
guidance, see
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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Plugin Status Description Details
related metric ESG content
definitions. accelerator .
HR Agent Mobile Deprecated in — No replacement.
Xanadu If you are using
[com.sn_hr_mobile_agent] this plugin, you
have the option
to maintain the
unsupported
plugin as custom
code.
HR Agent Workspace Deprecated in Use the HR Service Install and
Xanadu Delivery Agent configure
[com.sn_hr_agent_workspace] Workspace to the HRSD
interact with Configurable
employees, Agent Workspace
respond to for Case
inquiries, and Management.
resolve issues For guidance, see
quickly. Agent Workspace
for HR Case
Management
(Configurable)
and this
Community
Article .
HR Service Delivery v1.0 Deprecated in Unlocks enterprise Migrate to the
(Legacy) Xanadu productivity Human Resources
and give your Core v2.0 scoped
[com.snc.hr.core.cms, employees application
com.snc.hr.core, the service [com.sn_hr_core].
com.snc.hr.hr_connect, experience they
con.snc.hr.pa, deserve.
com.snc.hr.service_portal]

HTML Processor [n/a] Deprecated in Review KB1119956

Washington DC for steps to
disable this
feature on your
instance.
Human Resources Scoped Deprecated in Allows you to —
App: Data Migration Xanadu migrate HR tables
[sn_hr_migration] and roles from the
non-scoped to the
scoped version of
HR.
Human Resources Scoped Deprecated in Provides a —
App: Parental Journey Xanadu prepackaged
[com.sn_hr_parental_journey] configuration
for parental
leaves of absence
(LOAs) in an HR
organization.

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Plugin Status Description Details
Parental LOAs
include maternity,
paternity, or
adoption leave.
Instance Security Center Deprecated in Monitors the Install ServiceNow
Xanadu compliance Security Center on
[sn_isc_core, sn_isc_nlu, level of instance the ServiceNow
sn_isc_va] security controls, Store. For
view security guidance, see .
event monitoring
metrics, and
configure and
maintain instance
security settings
all from within the
Instance Security
Center.
Item Designer Deprecated in The Service The Catalog
[com.glideapp.servicecatalog.item_designer]
Washington DC Catalog item Builder plugin
designer enables is activated
non-administrators by default on
to create, all instances
maintain, and (com.glideapp.servicecatalog.cat
publish catalog
items. It uses a
structured design
and publishing
process to ensure
consistency of
usage.
ITSM Agent Workspace and Deprecated in Improve your Install the Service
CMDB Agent Workspace Washington DC ITSM agent Operations
[com.snc.agent_workspace.itsm, experience and Workspace for
com.snc.agent_workspace.itsm.landing_page, manage your IT ITSM application
com.snc.agent_workspace.itsm.landing_page_premium,
fulfillment volume from the
com.cmdb-workspace] more efficiently ServiceNow Store.
using ITSM Agent
Workspace.
Jenkins plug-in for ServiceNow Deprecated in The ServiceNow Install all future
DevOps Xanadu DevOps plugin releases of this
extends the application
default behaviors directly from the
of Jenkins, Jenkins store .
and provides
a mechanism
to control job
executions via
the ServiceNow
Change
Management
application.

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Plugin Status Description Details

Journey Accelerator v4.0.3 Deprecated in Helps to create Migrate to

and below [com.sn_ja] Washington DC templates for replacement
plans and to-do Journey Designer
tasks. Managers application.
then use the Journey designer
templates will automatically
to create install Journey
and publish Accelerator
customized plans v5.0+ which is the
for key employee supported version
transitions. with Journey
Managers, designer.
employees,
and mentors
can access the
plans from the
Employee Center
(EC).
Mobile Studio [com.glide.sg- Deprecated in Use Mobile Studio Transition to
studio] Washington DC to create and replacement
modify mobile Mobile App
components Builder.
for use in any of
the ServiceNow
mobile apps.
Operator Workspace and Deprecated in Install the Service
CMDB Agent Workspace Washington DC Operations
[com.itom-noc-app, com.oi- Workspace for
scoped-app, com.sn-em-ai- ITOM application
action, com.sn-em-hidden- from the
component com.sn-em- ServiceNow Store.
ai-overview, com.sn-em-
metric, com.sn_log_viewer
com.cmdb-workspace]
Product Model and Deprecated in Enables self- Install the
Catalog Items Relationship Washington DC service for Customer Service
[com.snc.product_catalog_relationship] customers to Case Types plugin
request services (com.snc.csm_case_types)
on products and use the
by creating service definition
relationships feature.
between product
models and
catalog items.
RPA Sample Template Deprecated in RPA templates Install RPA Hub
[com.sn_rpa_template] Xanadu are prebuilt version 9.0.0 or
automations that later from the
enable customers ServiceNow Store.
to kickstart their
• Download
RPA initiatives.
and install RPA
Desktop Design
Studio using the
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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Plugin Status Description Details
guidance in the
documentation.
• You can access
the templates
(referred to
as sample
automations)
within the
RPA Desktop
Design Studio
home page.
Open RPA
Desktop Design
Studio and
on the Home
page, select
“Automation
Projects” to
view a list
of sample
automations.
For more
information,
see the
documentation.

Service Bridge (Legacy) Deprecated in Allows customers

• Install the
[com.sn_nowebonding] Xanadu to submit service
Service Bridge
requests to their
for Consumers
provider and
application
monitor these
from the
requests.
ServiceNow
Store and
review the
documentation.
• Reach out to
your Service
Bridge Provider
to coordinate
the migration
to the new
Service Bridge
application.
They’ll need
to coordinate
the migration
with you along
with any testing.
Once ready,
they’ll send you
a registration

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374
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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Plugin Status Description Details
link to connect
the new
application.

Service Bridge for Deprecated in Allows providers to

• Install the
Providers (Legacy) Xanadu publish catalogs
Service Bridge
[com.sn_nowebonding_provider] for customers and
for Providers
receive and fulfill
application
customer service
from the
requests.
ServiceNow
Store and
review the
documentation.
• Follow the
guidance in
KB1499823 to:
Migrate your
configurations
Have your
consumers
install the new
Service Bridge
for Consumers
application
from the
ServiceNow
store. Test the
new application
with your
consumers.
Once it has
been validated,
remove the
entitlements
for the Service
Bridge (Legacy)
content and
entitle the
content for
Service Bridge
for Providers.

Service Graph Connector for Deprecated in Provides Install the Service

Extra Hop Xanadu capabilities to Graph Connector
pull data from for ExtraHop
[com.snc.cmdb.extrahop_integration] the ExtraHop Reveal(x)
application into application on the
your ServiceNow ServiceNow Store.
instance. This application
is owned by
ExtraHop.

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375
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.
 Plugin Status Description Details

Sustainability Accounting Deprecated in The SASB Install the

Standards Board (SASB) Xanadu Accelerator is ESG Content
Content Accelerator for ESG designed for Accelerator
use with the ESG application from
[com.sn_esg_sasb] Management the ServiceNow
and Reporting Store. For
application guidance, see
to enable ESG content
customers to accelerator .
easily adopt the
SASB framework to
produce their ESG
disclosures.
CMDB Search Deprecated in Provides Transition to CMDB
Vancouver. enhanced Workspace.
[com.snc.cmdb_search] capabilities for
searching the
CMDB.
Conversational Integration Deprecated in Enables Virtual Google has
with Google Assistant Vancouver. Agent to interact deprecated their
with requesters Conversational
[com.sn.va.google.assistant] through the Actions
Google voice functionality
interface using as of June 13,
the Virtual Agent 2023. Due to the
topics. dependency on
this deprecated
functionality,
support for the
‘Conversational
Integration with
Google Assistant’
store application
also is end.
DevOps Config Insights Deprecated in Displays reports The DevOps
Vancouver. to quickly identify Config Insights
[com.snc.devops.config.insights] configuration Dashboard that
errors and take was released
action. earlier with
the DevOps
Config Insights
application is now
released with the
DevOps Config
application. No
customer action is
required with this
change.
Field Service Management Deprecated in Helps your Migrate to
Mobile (Legacy) Vancouver. organization the new Field
manage location- Service Mobile
[com.snc.work_management_m] based work more application
(com.sn_fsm_mobile)
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376
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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Plugin Status Description Details
efficiently and that provides all
safely. of the features
in Field Service
Management
Mobile with an
improved native
experience and
better offline
capabilities.
Google Hangouts Spoke Deprecated in Provides actions If you’re using
Vancouver. to perform the Google
[com.sn.ghangouts.spoke] Google Hangouts Hangouts Spoke
tasks when for calendar
events occur in scheduling,
ServiceNow. refer to
Migration Guide
[KB1288254]
for guidance on
installation and
configuration
of the Google
Calendar
application on the
ServiceNow Store.
ITSM Workforce Optimization Deprecated in Helps you Install the
Vancouver. manage and Workforce
[sn_wfo_itsm, sn_wfo_itsm_cnt] maintain the Optimization for
productivity of ITSM Configurable
your workforce Workspace
from a single application on the
location. ServiceNow Store.
Map plugin Deprecated in Displays the Activate the
Vancouver. dispatch map for Dispatcher
[com.snc.fsm_map] viewing agents, Workspace plugin
tasks, and agent [com.snc.uib.fsm_dispatcher_work
routes.
Service Management Deprecated in Provides a menu Migrate to
Geolocation Mobile Vancouver. in the mobile the new Field
UI for Service Service Mobile
[com.snc.service_management_m] Management application that
Geolocation. provides all of the
features in Service
Management
Geolocation
with an
improved native
experience.
Standardized Information Deprecated in Processor that Migrate to
Gathering (SIG) Assessment Vancouver. was required the GRC: SIG
for importing Questionnaire
[com.snc.sig_asmt_core] answers to the SIG Integration

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377
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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Plugin Status Description Details
questionnaire via [com.sn_sig_asmt]
excel sheets. store application.
Standardized Information Deprecated in Store application Migrate to
Gathering (SIG) Questionnaire Vancouver. that was the GRC: SIG
distributed the Questionnaire
[com.sn_sig_app] 2018 and 2019 Integration
SIG Questionnaire [com.sn_sig_asmt]
content. This store application
content is no that contains
longer supported the supported
by ServiceNow. versions of the
SIG Questionnaire
(2023, 2022, 2021).
Tanium Integration V2 for Deprecated in Supports Install the Tanium
Security Operations Vancouver. expanded use Integration
cases for Tanium for Security
[com.snc.secops.tanium.v2] capabilities. Operations
released by
Tanium on the
ServiceNow Store.
Workforce Optimization for Deprecated in Provides Channel Transition to
CSM (Legacy) Vancouver. Management, the Workforce
Team Optimization
[com_snc_wfo_csm] Performance, for CSM
Scheduling, Skill application that is
Determination available on the
and Coaching ServiceNow Store.
capabilities You can configure
for managers, Workforce
supervisors, and Optimization
team leads to for Customer
improve the Service using the
quality and UI Builder.
efficiency of
their customer
service teams and
enhance team
satisfaction.
Workforce Optimization for Deprecated in Helps you Transition to
ITSM (Legacy) Vancouver. manage and the Workforce
maintain the Optimization
[com.snc.wfo_itsm] productivity of for ITSM
your workforce (sn_wfo_cfg_itsm)
from a single application that is
location in available on the
the legacy ServiceNow Store.
workspace. You can configure
Workforce
Optimization
for IT Service
Management
using the UI
Builder.
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378
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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Plugin Status Description Details

IE11 Support for Virtual Agent Support ended for

the IE11 browser.
[com.glide.cs.chatbot,
com.glide.cs.chatbot.lite]

Cloud Provisioning and Deprecated in Integrate Cloud Install the Cloud

Governance: Google Cloud Yokohama Management Provisioning and
Connector [sn_cmp_gcp] Google Cloud Governance:
Connector Terraform
scoped Connector
application with application from
CMP the ServiceNow
Store and review
the Cloud
Provisioning and
Governance:
Terraform
Connector
documentation.
Conversational Integration Deprecated in Interact with There is no
with Google Business Messages Yokohama requesters on the replacement for
[sn_gbm_adapter] Google Business this application.
Messages app.
CTI Demo Data for HRSD Deprecated in Provides CTI Install the
[sn_hr_cti_demo] Yokohama Softphone ServiceNow Voice
application demo for HR Service
data for HRSD. Delivery (HRSD)
application.
Customer Service Deprecated in — There is no
Management IoT Demo Yokohama replacement for
[com.snc.csm.iot.demo] this plugin.
Employee Campaigns for Deprecated in Enables you to There is no
Workplace from Facebook Yokohama package your replacement for
content into this application.
[sn_fb_wp_campaigns] a campaign If you are using
and publish the this application,
content to groups you have the
on Workplace option to maintain
from Facebook. the unsupported
application as
custom code.
IBM Watson Language Deprecated in In ServiceNow's As an alternative,
Translator Service Spoke Yokohama Dynamic customers can
[com.glide.ibm_translation_spoke] Translation create accounts
app, this spoke with other third-
connected party translation
to the third- services such
party machine as Google or
translation service Microsoft Azure
provided by IBM
Watson

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379
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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Plugins planned for deprecation
This table lists the existing plugins that were planned for deprecation in a future release.

Plugin Status Description Details

Customer Service Planned for Load demo data Install the

CTI Demo Data deprecation in for CTI Softphone. ServiceNow
[com.snc.customerservice_cti_demo]
the A release Voice with
Amazon Connect
application
and all its
dependencies
from the
ServiceNow
Store and review
the Integrate
ServiceNow Voice
with Amazon
Connect
documentation.
Data Filtration Planned for Controls the Migrate to the
[com.glide.data_filtration] deprecation in access to tables Security Data Filter
the A release and records plugin, which is
based on subject active by default
attributes when on all instances
performing read on the Yokohama
queries. release or later.
Data Separation [sn_ds] Planned for The ServiceNow Use Data Filters
deprecation in Data Separation and access
the A release application helps control lists (ACLs)
organizations to configure data
restrict access separation for
to sensitive data your use cases.
based on a lens For details on
hierarchy and its how to enable
leaf node. data separation
for different use
cases using data
filters and ACLs,
see the Managing
data separation
using data
filters and ACLs
[KB0558290]
article in the
Now Support
Knowledge Base.
Gremlin Spoke Simulate outages Install the Spoke
[sn_gremlin_spoke] Planned for and manage Generator
deprecation attacks using application from
December 2030 or Gremlin instance the ServiceNow
contract term end from your Store, import API
date (whichever is instance. documentation
earlier) for Gremlin, and
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380
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.
 Plugin Status Description Details
use it to create
actions/custom
spokes.
Legal Simple Contracts Planned for Enables Install the
[sn_lg_contracts] deprecation in employees to Contract
the A release submit legal Management Pro
requests for application from
getting legal the ServiceNow
support and Store.
guidance for
contracts.
Microsoft Teams Spoke for Planned for Configure Install the
ServiceNow IntegrationHub deprecation May the actions Microsoft Teams
[sn.ms_teams.ah] 2031 or contract that a process Graph Spoke
term end date analyst can use application from
(whichever is when creating the ServiceNow
earlier) configurations Store and review
to automate the Migration
sending messages Guide: Microsoft
about alerts to a Teams Spoke
Microsoft Teams for ServiceNow
channel. Integration Hub to
Microsoft Teams
Graph Spoke
[KB1650148]
article in the
Now Support
Knowledge Base.
Password Reset Planned for Password reset Install the
Orchestration Add-on deprecation in add-on to Password Reset
[com.glideapp.password_reset.addon.orchestration]
the A release enable the use integration
of ServiceNow for Microsoft
Orchestration. Active Directory
Includes support application from
for Active the ServiceNow
Directory and Store and review
remote SOAP- the Integrate
based credential Password Reset
systems. with your Active
Directory service
documentation.
Patient Support Services Planned for Streamlines There is no
[sn_patientservice] deprecation the patient replacement for
November 2028 or onboarding, this application.
contract term end education, and
date (whichever is engagement for
earlier) various patient
support services
such as discount
plans, adherence
programs, opioid,
and diabetes
management.
© 2024 ServiceNow, Inc. All rights reserved.
381
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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Plugin Status Description Details

Performance Analytics - Planned for Provides Test the migrated

Content Pack - GRC: Audit deprecation in Performance GRC: Audit
Management [sn_audit_pa] the A release Analytics reports Management
for the GRC Audit Core UI analytics
Management assets in Platform
application. Analytics.
Performance Analytics Planned for Provides Test the migrated
- Content Pack - deprecation in Performance GRC: Policy and
GRC: Policy and the A release Analytics reports Compliance
Compliance Management for the GRC Policy Management
[sn_compliance_pa] and Compliance Core UI analytics
Management assets in Platform
application. Analytics.
Performance Analytics - Planned for Provides Test the migrated
Content Pack - GRC: Risk deprecation in Performance GRC: Risk
Management [sn_risk_pa] the A release Analytics reports Management
for the GRC Risk Core UI analytics
Management assets in Platform
application. Analytics.
Pre-Visit Management Planned for Streamlines There is no
[sn_previsit] deprecation the scheduling replacement for
October 2029 or process of this application.
contract term end procedure
date (whichever is requests for
earlier) patients and
increases
visibility to pre-
authorization
approvals prior
to scheduled
procedures.
Redox Electronic Planned for Enable There is no
Health Record Spoke deprecation in communications replacement for
[sn_redox_spoke] the A release with your this application.
customers using
the Redox
platform from
your ServiceNow
instance.
Redox Inbound Integration Planned for Use the real-time There is no
[sn_redox] deprecation in bidirectional replacement for
the A release data exchange this application.
with external
healthcare
systems via the
Redox platform.
Security Incident Response UI Planned for Provides an Install Security
[com.app_secops_ui] deprecation in enhanced user Incident Response
the A release interface for version 13.4.5
monitoring and or higher from
resolving threats to the ServiceNow

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382
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.
 Plugin Status Description Details
an organization’s Store and review
security. the Security
Activation of Incident Response
this plugin on Workspace
production documentation.
instances may
require a separate
license. Contact
ServiceNow for
details.
Service Graph Connector Planned for Integrate There is no
for Microsoft Defender for IoT deprecation in Microsoft replacement for
(On-premises Management the A release Defender for IoT this application.
Console) [sn_msftd4iotsgc] (On-premises
Management
Console) with
the ServiceNow
Operational
Technology
Manager
application
to automate
import of sensor
appliances,
OT devices,
and network
connections.
SharePoint Online Planned for Offers a Install the
Search Connector deprecation in consumer- External Content
[com.snc.sharepoint_online] the A release grade search Connectors
configuration to ServiceNow
manage your application from
information the ServiceNow
resources. Store.
Vaccine Administration Planned for Enables There is no
Management [sn_vaccine_sm] deprecation governments replacement for
October 2029 or and healthcare this application.
contract term end providers to
date (whichever is deliver vaccines,
earlier) on a deadline
and with finite
resources.
Vulnerability Response Planned for Use the There is no
Integration with Microsoft deprecation in Vulnerability replacement for
Defender for IoT (On-premises the A release Response this application.
Management Console) for Microsoft
[sn_msftd4iotvr] Defender for IoT
(On-premises
Management
Console)
application to
track, prioritize,
and resolve
© 2024 ServiceNow, Inc. All rights reserved.
383
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.
 Plugin Status Description Details
vulnerabilities on
devices used in
the production
process.

Renamed and changed plugins from Vancouver to Yokohama

This table lists the existing plugins that were renamed or changed in Vancouver, Washington
DC, Xanadu, or Yokohama.

Plugin Status Description Details

Application Portfolio Renamed in The plugin helps The plugin name

Management [com.snc.apm] Xanadu enterprises have is changed
visibility into to Enterprise
their Business Architecture
Applications [com.snc.apm]
Inventory,
rationalize Business
Applications,
provide business
context, and
determine
business value
of each Business
Application. It
also helps with
understanding of
the technology
(Software and
Hardware)
components
of Business
Applications,
capture the
organizations
Information Assets
and Business
Applications
use of those
Information Assets.
Application Portfolio Renamed in The plugin The plugin name
Management - ATF Tests Xanadu provides ATF test is changed
[com.snc.apm.atf] cases and test to Enterprise
suites that can be Architecture
run on Enterprise - ATF Tests
Architecture. [com.snc.apm.atf]
Application Portfolio Renamed in This plugin The plugin name
Management Core Xanadu contains core is changed
[com.snc.apm_core] functionality to Enterprise
for Enterprise Architecture Core
Architecture [com.snc.apm_core]
available out

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384
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.
 Plugin Status Description Details
of the box by
default.
Application Portfolio Renamed in Provides modeling The plugin name
Management Digital Xanadu and flow for is changed to
Integration Management managing digital Digital Integration
[com.snc.apm_digital_integration] integrations Management
between business plugin
applications. [com.snc.apm_di]
Application Portfolio Renamed in This plugin The plugin name
Management - Xanadu provides is changed
Predictive Intelligence Predictive to Enterprise
[com.snc.apm.predictive_intelligence] Intelligence Architecture
Solutions for - Predictive
Enterprise Intelligence
Architecture. It [com.snc.apm.predictive_intelligen
helps in prediction
by applying
algorithms
like similarity
on business
applications-
related data.
Application Portfolio Renamed in This plugin The plugin name
Management - TRM Xanadu includes TRM is changed
[com.snc.apm_trm] lifecycles for to Enterprise
Enterprise Architecture - TRM
Architecture. [com.snc.apm_trm]
ERP Data Hub Renamed in ERP Canvas This product used
[sn_erp_integration] Yokohama (Enterprise to be named ERP
Resource Canvas, then was
Planning) enables changed to ERP
you to retrieve Data Hub, and is
and update ERP now returning to
data from the ERP Canvas.
system of record,
such as SAP.
Manufacturing Common Renamed in Common Renamed
Vancouver. dependencies to Industrial
[com.sn_mfg_common] that enable Workspace
you to use the Common.
Operational
Technology
solution.
Manufacturing Process Renamed in Enables your Renamed to
Manager Vancouver. teams to map Industrial Process
and visualize Manager.
[com.sn_otsm] the industrial
equipment
models and
associated
production

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385
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.
 Plugin Status Description Details
processes at
individual facilities.
Performance Analytics - Renamed in Enterprise The plugin name
Content Pack - Application Xanadu Architecture is changed to
Portfolio Management dashboards Performance
[com.snc.pa.apm] developed using Analytics -
Performance Content Pack
analytics - Enterprise
premium. Architecture
[com.snc.pa.apm]
Performance Analytics - Renamed in Provides The plugin name
Content Pack - Application Xanadu integration is changed to
Portfolio Management and of Enterprise Performance
Change Management Architecture Analytics -
[com.snc.pa.apm.change_request] with Change Content Pack
Management, - Enterprise
which includes Architecture
performance and Change
analytics Management
dashboards [com.snc.pa.apm.change_reques
of business
applications
associated with
Change requests.
Performance Analytics - Renamed in Provides The plugin name
Content Pack - Application Xanadu integration is changed to
Portfolio Management and of Enterprise Performance
Problem Management Architecture Analytics -
[com.snc.pa.apm.problem] with Problem Content Pack
Management, - Enterprise
which includes Architecture
performance and Problem
analytics Management
dashboards [com.snc.pa.apm.problem]
of business
applications.
Process Optimization Content Renamed in Creates business Renamed to
Pack for FSM Vancouver. process flows from Process Mining
the work order Conent Pack for
[com.snc.fsm_process_optimization] task data in audit FSM.
trails, allowing
process owners
to perform in-
depth analysis
and discover
process insights to
improve business
outcomes.
Read only roles for Application Renamed in The plugin The plugin name
Portfolio Management Xanadu provides read-only is changed to
[com.snc.apm_read_roles] roles for Enterprise Read only roles
Architecture. for Enterprise

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386
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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Plugin Status Description Details
Architecture
[com.snc.apm_read_roles]
Smart Assessment Connected Renamed in Connected Renamed to
[sn_smart_assessment_connected]
Yokohama component Smart Assessment
for assessment Connected
instance. [sn_smart_assessment_conn]
Smart Assessment Designer [sn- Renamed in Connected Renamed to
smart-assessment-builder] Yokohama component Smart Assessment
for assessment Designer
designer. [sn_smart_asmt_desg]
Software Asset Management Renamed in Playbooks and Renamed to
Playbook Vancouver. Guided Setups Software Asset
provide step-by- Management
[com.sn_sam_playbook] step guidance Playbooks and
for completing Guided Setups.
tasks in your
daily software
management
activities.
Virtual Agent API Changed in Integrates any The
(sn_va_as_service) Washington DC. chat interface or com.sn.omnichannel.callback
a bot with Virtual plugin has been
Agent or Agent removed and the
Chat. com.sn_ext_agent_management_
plugin is now a
dependency.
Workplace Safety Renamed in Helps to create Renamed to
Management Vancouver. a safe, seamless Workplace Core.
and managed
[sn_wsd_core] processes for
employees in the
workplace.

Plugins in maintenance mode

This table lists the existing plugins that are in maintenance mode.

Plugin Status Description Details

Advanced Work Assignment Maintenance Activating —

for CSM mode only. Customer Service
(com.sn_customerservice)
[com.sn_csm.awa] plugin will activate
this plugin.
CMS User Interface - Service Maintenance All Content —
Management Core mode only. Management
System items
[com.snc.service_management.core.cms] (blocks, pages,
and menus) used
to reference core
IT self-service
applications are
© 2024 ServiceNow, Inc. All rights reserved.
387
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.
 Plugin Status Description Details
packaged in this
plugin. It is also the
core foundation
for all Service
Management
applications.
Content Management Maintenance — —
mode only.
[com.glide.cms]

Content Management Maintenance An extension —

Extended Types mode only. to Content
Management that
[com.glide.cms.types] adds iFrames and
Flash frames.

Use Service
Portal for new
development
instead of CMS.
Service Portal is an
alternative to CMS
with a refined user
experience, and is
active by default
in the base
system. For more
information, see
Service Portal
and Content
Management and
Service Portal .

Content Management IFrame Maintenance — —

Type mode only.

[com.glide.cms.type.iframe]

Content Management Flash Maintenance — —

Type mode only.

[com.glide.cms.type.flash]

CSM Account Hierarchy Maintenance — —

mode only.
[com.snc.sn_csm_account_hierarchy]

CSM Lookup and Verify Maintenance — —

mode only.
[com.snc.sn_csm_lookup_verify]

CSM Workspace - Maintenance — —

Components mode only.

[com.csm_workspace_components]

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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.
 Plugin Status Description Details

Facilities Move Management Maintenance Enables single Transition to

mode only. user move Workplace
[com.snc.facilities_service_automation.move] functionality as Service Delivery.
Planned for well as Enterprise
deprecation in Move and
March 2025 or move planning
subscription term functionality.
end.

Facilities Service Management Maintenance — —

CMS Portal mode only.

[com.snc.facilities_service_automation.cms]

Facilities Service Management Maintenance Manages —

Mobile mode only. facilities service
management
[com.snc.facilities_service_automation_m] mobile
components.
Field Service Management Maintenance Lets you launch —
CMS Portal mode only. Field Service
Automation and
[com.snc.work_management.cms] other service
management
applications from
a single CMS
page.
Human Resources Application: Maintenance Provides case —
Core CMS mode only. and knowledge
management
[com.snc.hr.core.cms] for HR.
Standardizes the
documentation,
interaction, and
fulfillment of
employee inquires
and requests while
having visibility
into the quantity
and type of cases
coming in.
Lookup and Verify Maintenance — —
mode only.
[com.snc.sn_lookup_and_verify_config]

Service Catalog CMS Extension Maintenance Provides the —

mode only. ability to define
[com.glideapp.servicecatalog.cms] the catalog
experience within
CMS.

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389
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.
 Available patches and hotfixes
The Yokohama family includes patches and hotfixes.

Important: For more information about how to upgrade an instance, see ServiceNow
upgrades.

For more information about the release cycle, see the ServiceNow Release Cycle .

Note: This version is being evaluated for use in the ServiceNow Government
Community Cloud (GCC) environment.

Q1 2025 Patching Program Targets

Targets are subject to change prior to patching. Target versions change only if absolutely
necessary.

Releases Patch target option Release notes

Xanadu Xanadu Patch 4a Xanadu

Washington DC Washington DC Patch 9a Washington DC
Vancouver Vancouver Patch 10 Hotfix 3b Vancouver

Available versions

To view security patch and security hotfix release notes, log into support.servicenow.com
(formerly HI).

Release version Release type Released on Availability

2025/01/30 Available
Yokohama security and notable fixes Feature

All other Yokohama fixes Early

Availability

• Available: Any user can upgrade to the version. "Available" versions will appear on the
Instance Upgrade Management Dashboard .

ServiceNow Patching Program targets and patches are immediately available. Users do
not need to request an entitlement to schedule an upgrade to these versions.

• Available by request: Contact Customer Service and Support for approval to upgrade to
the version.
• Unavailable: The release version is not available.

MetricBase releases

For the latest MetricBase on-premise release notes, refer to KB0748185 .

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 Ancillary software releases
For information about latest Password Reset Windows Application, ODBC driver, and all other
ancillary software available for download from the ServiceNow Store, see ServiceNow Store
release notes .

Yokohama security and notable fixes

The Yokohama release contains important problem fixes.

Yokohama was released on January 30, 2025.

• Build date: 01-22-2025_0439

• Build tag: glide-yokohama-12-18-2024__patch0-01-14-2025

Important: For more information about how to upgrade an instance, see ServiceNow
upgrades.

For more information about the release cycle, see the ServiceNow Release Cycle .

Note: This version is being evaluated for use in the ServiceNow Government
Community Cloud (GCC) environment.

For a downloadable, sortable version of the fixed problems in this release, click here .

Security-related fixes
®
Yokohama 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
Yokohama, refer to KB1710869 .

Notable fixes
The following problems and their fixes are ordered by potential impact to customers, starting
with the most significant fixes.

Problem Short description Description Steps to reproduce

Slowness Accessing the

Access when loading any form with Refer to the listed KB article for details.
Control forms with a TableChoice
Table Choice field where the
PRB1833782fields related instance has more
to the than 250 archive
KB1721153
RecordFamilyResolver
tables.archiveTableHasACLTerms
can result
code path in slowness due to
RecordFamilyResolver .archiveTableHasACLTerms
code path and
a change to
CACHE_ARCHIVE_TABLE
_HAS_ACL_TERMS in
Xanadu.
The The 'From' of the
Activity workspace entry displays 'From: Refer to the listed KB article for details.
Stream activity stream [userId]@snc'.
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 Problem Short description Description Steps to reproduce
PRB1757236displays the
'From' email
KB1700513 as the actual
user who has
sent the email
Audit and SysAudit:218 and
Activity Journal events SysJournalRule don't 1. Post the following comment:
Stream don't need to need to sanitize, just [code]<IMG SRC=#
sanitize in the getHtmlValue. onmouseover="alert('xxs')">[/code].
PRB1778011backend
A broken image icon should appear
in the comment for the activity
stream.

2. Hover over the icon.

No alert dialog should display.

3. Open the Developer Inspector on

the image element.

The element should only have: 'img

src="#">'.

Post- The transaction should

Activity Washington display that only the Refer to the listed KB article for details.
Stream DC upgrade, relevant information
GlideRecord on the sys_email
PRB1780340for [sys_email] record was updated,
updates all but extraneous fields
KB1649222
fields are also updated.
Embedded When an agent
Activity images, such copies and pastes an Refer to the listed KB article for details.
Stream as images image in the activity
that are stream of the CSM
PRB1781721copied and Workspace, the image
pasted in the isn't visible to the user
KB1705519
Workspace who accesses the
activity case via the CSM
stream, aren't portal.
displayed in
the Customer
Portal
The When the name of the
Activity rotated table does not Refer to the listed KB article for details.
SysActivityRuleRepo
Stream should be match the root name,
share aware a new email event
PRB1803978for event was not created. The
source tables SysActivityRuleRepo
KB1704344
should allow emails
to appear in both the
activity stream and in
the workspace.

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 Problem Short description Description Steps to reproduce

Users can no Users can no longer

Activity longer view view Excel sheets and 1. Open a Xanadu instance.
Stream attached docx files attached
Excel files to work order tasks on 2. Open any work order task.
PRB1811273and DOCX the Agent app after 3. Assign the work order task to a user.
files on Work upgrading to Xanadu.
Order Tasks When users attempt 4. Add an Excel file or and docx file to
(WOT) from to view the attached the work order task.
the Agent files from work order 5. Log in to the Agent app as a user.
app tasks on the Agent
6. Open the work order task.
app, a modal with the
message 'Unsupported 7. Navigate to the 'Activity Stream' tab.
file type' appears.
8. Open the attached files.

Notice that a modal appears with the

message, 'Unsupported file type'.

An When an attachment
Activity attachment is added to Record 1. Add a variable with Type =
Stream isn't visible in Producer, it can't be 'Attachment' to Record Producer
the activity found in the activity (for example, create a case for CSM
PRB1816292stream in stream. Outlook).
workspaces
2. Open Record Producer in Service
Portal.
3. Attach a file to the field created in
step 1 and submit.
4. Navigate to CSM and FSM
Configurable workspace and search
for the item created after submitting.
5. Check the activity stream.

Expected behavior: The attachment

should be visible in the activity stream
in workspace.

Actual behavior: The attachment isn't

visible in activity stream in workspace.

'Assignment An activity stream in

Activity group' the workspace for 1. Open an incident.
Stream changes are the 'Case' table is
hidden in an intermittently missing 2. Set the assignment groups and
PRB1832633activity stream Assigned to field.
the Assignment Group
on HR Agent field change. Native 3. Save the record.
Workspace, has the change
which is reflecting in 'Additional 4. Check the activity stream for the
intermittently comments'. missing assignment group in the
different to audit event.
native 5. Repeat steps 2 through 4 several
times.

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 Problem Short description Description Steps to reproduce
Expected behavior: The activity stream
should be the same in both workspace
and native.

Actual behavior: The Assigned Group

field change is missing intermittently in
the HR agent workspace activity.

The 'Trusted After creating a

Adaptive Mobile policy in the Post 1. Search for 'Post Authentication
Authentication
Device' filter Authentication context' with the application
should also context with allowed navigator.
PRB1657050be used IP ranges and Mobile
in the Post App conditions, a 2. Navigate to the Post Authentication
Authentication user with a trusted, context module.
context registered device 3. Create a policy in the Post
should be able to Authentication context with allowed
log into the instance IP ranges and Trusted Mobile App
from the Now Mobile conditions.
app. Currently, the
login fails when the 4. Enable Adaptive Authentication and
user uses a registered Device Trust on the instance.
device with an IP that 5. Select User Profile.
is not allowed. The
a. Select UI action
Trusted Mobile device
filter can be used b. Register a trusted mobile device.
pre-authentication,
but should also be Notice that it displays a QR code
supported post- to register the device.
authentication.
6. Open the NowMobile app.

Register the device by scanning the

QR code.

7. Log into the instance from the Now

Mobile app after registering the
device.

Expected behavior: The user should

be able to login to the instance, as the
user has registered the device, and
post-authentication policies should
pass and allow the user to log into the
instance.

Actual behavior: The user login fails

from the registered device from
an IP that is not allowed when the
Trusted Mobile Filter is used in post-
authentication.

A rare The deadlock

Advanced deadlock is caused by
High occurs during ScriptsMetricsPublisher.
Glide start up
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 Problem Short description Description Steps to reproduce
Availability
(AHA)

PRB1816356

Advanced When AWA is

Advanced Work configured on an
Work Assignment instance, but the
Assignment(AWA) causes agents primarily use
significant UI16 to work tasks,
PRB1792311memory unopened items
pressure build up in the users
when used AWA inbox. This leads
in the UI16 to very large AMB
environments messages (i.e. 3Mb
+) and significant
memory pressure
when the user opens a
workspace.
There's 'Fix Users see an error:
Advanced ErrorMessages' 'Script execution Refer to the listed KB article for details.
Work in error: Script Identifier:
AssignmentUpdateSegmentnull.null.script,
when Error Description:
PRB1823284'confirmed on' undefined is not a
is passed function., Script ES
KB1743632
Level: 0 Evaluator:
com.glide.script.RhinoEcmaError:
undefined is not a
function.'
Input text is Characters are
Agent occasionally truncated when 1. Set up Agent Chat and accept a
Chat truncated in typing quickly as an chat as an agent in Agent Chat.
'now-textarea' agent.
PRB1823530 2. Type fast in the input text area.

Observe that characters are

truncated.

Text seen The text '[number]

AI Search when using AI results for [keyword]' Refer to the listed KB article for details.
Search can't can't be translated.
PRB1709322be translated

KB1645499

Some of the $now-sp-tabs--

AI Search CSS variables selected--color and
for theming $now-sp-button--
PRB1745648AI Search in primary--color no
Service Portal longer work. They used
no longer work to work in Tokyo.
The 'More' tab
AI Search label displays
'More_menu'
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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Problem Short description Description Steps to reproduce
PRB1750999

Incorrect Genius results aren't

AI Search empty state appearing on a query
(no Genius that should produce
PRB1767776results)
results.
There's an The issue can be seen
AI Search 'Invalid or on any portal, like 'sp'
unexpected or 'esc', as well as an
PRB1778235token' error empty testing page.
message on There shouldn't be an
a browser error message on the
console when browser console.
accessing any
page on a
portal after
upgrading to
a Washington
DC version
Carousel and The carousel gets
AI Search regular search stuck in a loading Refer to the listed KB article for details.
results do not state when a search
PRB1779636appear, and query is performed.
are stuck in a
KB1651332
loading state
v_search_genius_result
AI Search stops
AI Search becomes rendering Genius 1. Search with an AI Search search
unreadable Results after opening a application and confirm the
PRB1794353after v_search_genius_result observation of Genius results.
opening a ACL record. A Null
v_search_genius_result
Pointer Exception 2. Open the Access Controls table
ACL (NPE) is observed in (sys_security_acl).
the system logs. 3. Search for any
v_search_genius_result ACL and click
into it.
4. Search again.

Observe that the Genius results are no

longer rendering.

The top results Typically, regardless

AI Search carousel gets of if a search returns 1. Open ESC on a AIS-enabled
stuck in a Genius results or not, instance.
PRB1794674loading state geniusResultsTemplates
when the is a JSON object with 2. Search for '***'.
EVAM bundle an 'items' property 3. Verify that there's no Genius results.
doesn't have that is an array. If there
any view are no Genius results 4. Open the EVAM definition for ESC,
configuration for that query, items 'ESC Portal Search'.
for Genius are just an empty 5. On the 'EVAM View Config Bundle
results array. However, if M2Ms' related list, unlink 'Taxonomy
the EVAM definition Portal Search Bundle'.
doesn't have any
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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Problem Short description Description Steps to reproduce
view configurations
6. Refresh the portal page.
for Genius results in
any of its bundles, 7. Search for '***' again.
EVAM instead
returns an empty Expected behavior: There's no Genius
response, which results and the top results component
causes it to ultimately hides itself.
return 'null' for
geniusResultsTemplates. Actual behavior: The top-results
While this doesn't component gets stuck in a loading
impact the 'stacked' state.
view of Genius results,
it does break the
logic in our top results
component, and
so the state is never
updated to stop
loading.
The Genius The top spinner is
AI Search results' loading visible when Genius Refer to the listed KB article for details.
spinner shows results aren't linked
PRB1797747up despite and sometimes spins
unconfigured for a longer period of
KB1706071
Genius results time. This occurs even
if Genius results aren't
linked to a profile used
in the application that
is being searched.
The loader causes
the page to continue
rendering even if
Genius results aren't
linked to a profile.
Tab counts Tab counts also
AI Search change for all change on Refer to the listed KB article for details.
the tabs when pagination.
PRB1802473users select
from 'All' to
KB1704430
another tab
Analytics Hub An error message
Analytics throws an error appears: 'Expected
Hub when multiple ',' or ']' after array
breakdowns element in JSON at
PRB1798071are applied position 951652 (line 1
column 951653)'.
Batch Install The
Applicationdoesn't BatchInstallDependencyMap.java
1. Open a Washington DC instance.
Install handle class doesn't handle
Engine circular circular dependencies 2. Attempt to batch install App Engine
dependencies when the app Studio.
PRB1786797for non-app being installed
V2 apps isn't a V2 app. The
shouldEvaluateDependencies
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 Problem Short description Description Steps to reproduce
method incorrectly Observe that the progress bar doesn't
returns true when a go beyond 0%, and eventually a
circular dependency StackOverflow message appears.
is encountered. When
loading a non-V2
app and there's a
dependency pair
that's already seen,
shouldEvaluateDependencies
returns true because
it checks the list of V2
plugins visited, which is
empty because it's not
a V2 app.
There's a race During the cloning
Applicationcondition process, the list of 1. Have multiple nodes (>=4) in clone.
Install when nodes of clones
Engine nodes try to are upgraded/ 2. Reset the clone.
download downgraded. They
PRB1792128the same app restart at the same
package at time and tend to
the same time download the app
package at the same
time. There is an
existing logic which
cleanups all the other
attachments for the
current app other
that the download
it made. Since the
downloads are
happening at the
same time, nodes
are deleting each
other's downloads and
nodes are failing to
download the apps.
Dependencies The dependency
Applicationare not processor repeatedly Refer to the listed KB article for details.
Manager loading on adds the same
Now Assist for dependency for
PRB1781787Creator further processing,
causing the list to grow
KB1695712
continuously in an
infinite loop.
Out Of Attachments created
Attachments
Memory from previously Refer to the listed KB article for details.
to (OOM) prepared TMP
Records caused by files are read with
the misuse of BufferedInputStream
PRB1823698BufferedInputStream
and have an internal
when creating buffer of 512M.
KB1709552
attachments

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 Problem Short description Description Steps to reproduce

A global Global policies

Authentication
policy shouldn't block internal Refer to the listed KB article for details.
shouldn't APIs, but users get a
PRB1767180apply to 401 error.
internal APIs
KB1700280

OAuth Client The token receiver

Authentication
(consumer) cannot determine the Refer to the listed KB article for details.
refresh token exact expiration date
PRB1768642expiry should of the refresh token.
not get
KB1649654
updated
Screenshots context.drawImage()
Automatedare blank is unable to properly 1. Create a Service Portal widget
Test when certain parse the end of a (sp_widget).
Framework characters comment that goes
(ATF) appear in for multiple lines and 2. Add ca omment to the body HTML
Service Portal includes extra dashes. template with extra dashes and new
PRB1793151HTML lines, or add a comma character
Standalone commas
in an element's inside an element's attributes.
attributes also prevent 3. Add the widget to an sp_instance in
rendering of the an sp_column, and add that column
document image. to an sp_page.
4. Create an ATF test with the 'Open
Service Portal Page' step that opens
the sp_page from step 3 in any
portal.
5. Run the test with GlideScreenshot
capturing the full page.

Expected behavior: A screenshot is

captured successfully.

Actual behavior: A screenshot is blank

and a client test runner console error
appears.

'Validate Related list records

AutomatedRecord are failing to run when
Test Present in the user preference
Framework List' fails for a 'Load related lists in
(ATF) related list classic forms' is set to
'On Demand'.
PRB1805778

The 'Manage An error displays

Case and Human in the console: Refer to the listed KB article for details.
KnowledgeResource' 'Uncaught SyntaxError:
Management
catalog page Unexpected token ')...'
for HR isn't loading
Service
Delivery

PRB1785629
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 Problem Short description Description Steps to reproduce
KB1698772

The banner This issue only happens

Case and image and on Xanadu. Refer to the listed KB article for details.
Knowledgeproduction
Managementdescription
for HR are missing
Service in UI16 if the
Delivery plugin 'Human
Resources
PRB1815083Application:
Core
KB1704517
(com.snc.hr.core)'
is activated
The role The role is missing for
Case gs.hasrole is the 'Consumer role'
Managementmissing on a condition.
base instance
PRB1803076script include

The 'CMDB
CMDB DependentCI 1. Find or create an instance with a
Data Policy large number of CIs.
Manager Processor'
scheduled 2. Add ledger
PRB1811393job consumes (cmdb_dependent_ci_ledger)
excessive entries, such that over 10k applies to
memory a single policy.
with long 3. Run a scheduled job 'CMDB
execution DependentCI Policy Processor'.
times
Note the execution time and memory
consumption.

Query Builder A fix was applied to

CMDB queries with the performance Refer to the listed KB article for details.
Query the 'AND' of QB queries with
Builder node have the 'AND' node by
different result avoiding multiplexing
PRB1796164structures/the data in the results
data is split of such queries.
KB1701193
over multiple However, this might
result records break the way users
consume the results in
their systems.
Users are This issue might
CMDB unable to add not display on all Refer to the listed KB article for details.
Query columns in instances because the
Builder the query to problematic tables
be displayed might be coming from
PRB1831836in the query various plugins.
results
KB1710849

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 Problem Short description Description Steps to reproduce

LoggerConfiguration
Despite an upgrade,
Code access when a user tries Refer to the listed KB article for details.
Signing privileges to create a LES
doesn't allow source record, they
PRB1783883creation of a get the message:
source record 'Execute operation
KB1710348
for Log Export on script include
Service (LES) 'LoggerConfiguration'
from scope 'Log Export
Service' was denied.
The application 'Log
Export Service' must
declare a cross scope
access privilege.
Please contact the
application admin
to update their
access requests. Error
MessageSomething
went wrong with the
configuration setup.
Please try again later
by setting active to
true and updating the
record'.
Duplicate Duplicate 'Encryption
Column 'Encryption Configuration' field Refer to the listed KB article for details.
Level Configuration' records for tables in
Encryption field records the CMDB hierarchy
for tables in can lead to new
PRB1781726the CMDB tables not having the
hierarchy correct number of
KB1648610
cause errors clone descendant
when the records, causing errors
tables are when the tables are
queried queried.
Encrypted When this happens,
Column field the global scope EFCs
Level configuration were all created by
Encryption (EFC) records 'system' around the
in the global same time.
PRB1798601scope for
tables that
are in a non-
global scope
can't be
edited
Change CAB workbench
Condition Advisory displays an extra Refer to the listed KB article for details.
Builder Board (CAB) backslash in the
workbench Planned start date field
PRB1777164displays every time the CAB
an extra
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 Problem Short description Description Steps to reproduce
KB1650812 backslash in meeting is saved and
the Planned refreshed.
start date field
The 'Reset The Convert to
Configuration
Unknown application service 1. Add a BR with an order higher
Management Discovery action inserts/ than the order of 'Reset Unknown
Database Source State' updates the Discovery Source State' (1010) to the
(CMDB) business rule cmdb_ci_service_discovered cmdb_ci table.
(BR) calls table. But because
PRB1332966current.setWorkflow(false) 2. Update the table.
the service had a
and thus discovery source set to 3. Check if the new BR has ran.
cancels all 'Unknown', the 'Reset
the BRs that Unknown Discovery
should have Source State' ran and
run after it the model update BR
that should have been
executed didn't. Thus,
the service model
wasn't created.
Choices for In the list view, both
Configuration
the Life Cycle translations do not Refer to the listed KB article for details.
Management Stage and work. In the form
Database Life Cycle view, Life Cycle Stage
(CMDB) Stage Status translations do not
fields are not work.
PRB1672625translated

KB1364738

The 'CMDB Slow query ran for

Configuration
Query Builder close to 2 hours.
Management suggested
Database relationship'
(CMDB) job executes
a long running
PRB1696232and expensive
query,
causing DB
performance
issues
Discovery jobs
Configuration
are causing
Management an influx of
Database queries to
(CMDB) the ire_mutex
table, causing
PRB1739806DB congestion

The job The slow query causes

Configuration
'CMDB Health a high DB CPU and Run the job "CMDB Health Dashboard -
Management Dashboard - increases history list Completeness Score Calculation".
Database Completeness length (HLL).
(CMDB) Observe the long running query.
Score
Calculation'

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 Problem Short description Description Steps to reproduce
PRB1781459runs a slow
query, which
causes
performance
issues
The de- The main CI attributes
Configuration
duplication are updated with Refer to the listed KB article for details.
Management template the values of the
Database doesn't honor duplicate CI.
(CMDB) the 'Only allow
updates from
PRB1790374duplicate
CIs when the
KB1698757
main CI value
is null' option
A query
Contextual business rule
Security prevents non-
Manager admin users
commenting
PRB1769723on a Service
Catalog task
(SCTASK) from
copying over
to a requested
item (RITM)
Continuous The error reads:
Continuous Integration/ 'ScriptEvaluator 1. Update the
Integration/Continuous SEVERE *** ERROR *** sn_appauthor.ScopedAppUploader
Continuous Delivery Evaluator.evaluateString() to throw a script evaluator error (for
Delivery (CICD) problem'. example, clear the entire script field
(CI/CD) publishing so that when a function is called it
API fails with a triggers an error due to the function
ScriptEvaluator not existing.)
PRB1774672error but
appears 2. Using a REST API explorer, publish an
successful on application by ID.
the tracker
Expected behavior: The tracker shows
failure.

Actual behavior: The tracker shows

success.

The variable After upgrading to

Core ${comments_and_work_notes}
Vancouver, email Refer to the listed KB article for details.
Platform isn't working notifications with
for HR cases ${comments_and_work_notes}
PRB1732676after an are displaying
upgrade to as empty in the
KB1587782
Vancouver recipient's email. This
works fine in Tokyo
instances.

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 Problem Short description Description Steps to reproduce

ServiceNow Graphs have the error

Core Performance message, 'Error: Invalid
Platform Dashboards series data'.
have errors for
PRB1762070some graphs

Field Service Map pages for

Customer Management 'View task location' Refer to the listed KB article for details.
Service work order fail to load due to
Managementtask map an incompatibility
for Field pages don't between the latest
Service load for Google Maps API
Managementthe latest versions and the
Google Maps Google Maps base
PRB1798276Javascript API instance integration
versions plugin.
KB1700946

Database
Database views using
Persistence TPC with
- Data function fields
Access generate
errors
PRB1649391

The 'OR' When reporting over a

Database logical table, using a related Refer to the listed KB article for details.
Persistence operator in list condition with the
- Data a related list 'OR' logical operator,
Access condition it seems to have the
query same effect as using
PRB1717895behaves as 'AND'.
the 'AND'
KB1629327
operator
DBOnlineAlter Online alters can loop
Database loops infinitely infinitely from the Refer to the listed KB article for details.
Persistence when reading staging table which
- Data data from the impacts performance
Access staging table and causes upgrade
issues.
PRB1759083

KB1641694

A database The error message is a

Database view 'List' syntax error or access
Persistence query throws rule violation detected
- Data a syntax error by the database
Access when the unknown column
language 'sys_translated_text2.name'
PRB1765194is set to in 'where clause'.
Japanese
Using 'order Users are experiencing
Database by' on a single 'Syntax Error' or Refer to the listed KB article for details.
Persistence field with a 'Access Rule Violation'
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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Problem Short description Description Steps to reproduce
- Data limit clause messages when
Access produces error they use an 'order
messages in by' function on a
PRB1818225Xanadu single field with a
limit clause. This error
KB1705517 occurs in the within
the CMDB workspaces
and CMDB hierarchy
when viewing tables
in the list view. This also
occurs if the ordered
list displays no data
yet indicates a valid,
non-zero row count.
An An application
Database Application menu module
Persistence Menu Module (sys_app_module)
- Data [sys_app_module]may not be visible in
Access with a space the filter navigator if
character there is a whitespace
PRB1826425causes a character (non-null
display failure value) in the Query
in the filter field.
navigator
If a physical
Database table name is
1. Make the sys_report_flow_doc_a5e
Persistence different from
table compaction eligible by setting
- Data the logical, up data and compaction criteria.
Management the daily
scheduled 2. Run compaction.
PRB1771921compaction
job isn't Observe that it prints 'The
working compaction is not enabled for table:
sys_flow_report_doc_chunk_a5e.
skipping..'.

The user is
Database unable to
1. Create an incident with a short
Persistence get data
description of 'DM update test'.
- Data management
Management update jobs 2. Create a sys_dm_update record.
to be applied 3. Set the table as 'Incident' and the
PRB1794621when using
conditions as 'Short Description
'Run at' time contains 'DM update test''.
4. In 'Field' and 'Values', set 'Assignment
group' to 'Approvers'.
5. Set the 'Run at' to a few minutes in
the future (the record may need
to be saved first, before this field
appears).
6. Wait the duration of the period that
the sys_dm_update should take to
run.
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 Problem Short description Description Steps to reproduce

7. Refresh the sys_db_update rule.

Observe that the state is 'New'.

8. Refresh the incident created in step

1.

Observe that the 'Assignment group' is

unchanged.

A An NPE occasionally
Database NullPointException
occurs during the Refer to the listed KB article for details.
Persistence (NPE) was AHA 3.0 switchover.
- Data thrown while The failure to load
Scale invoking the the scripts database
getAvailableConnection
is because the
PRB1784967 return value of
com.glide.db.pool.
KB1706117
DBConnectionPool.
getDBConnection(int)
is null.
There's
Database incorrect Refer to the listed KB article for details.
Persistence results when
- Data a statement
Scale is closed
while another
PRB1788274statement is
executing
KB1720975

If all tables Database views

Database that are part that are connecting Refer to the listed KB article for details.
Persistence of a database to tables that are
view are on sharded aren't
PRB1266075the same working. They aren't
gateway honoring the gateway
KB0728469
database, configuration and
Glide should still look in the base
be able to database.
redirect the
query to the
gateway
There are QueryTermParser
Database unexpected returns ON for a
Persistence results when query such as
QueryTermParser'short_description
PRB1592883evaluates a STARTSWITHSNOWMON'
query that rather than
contains 'STARTSWITH'.
'STARTSWITH'
and 'ON'

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 Problem Short description Description Steps to reproduce

Ignore The Service Portal

Database forcePrimaryKeyOrdering
Search API returns an
Persistence for 'TS' queries empty response. The UI
looks like it hangs and
PRB1739880 no results appear.
Links break in The links in a 'Variable
Database 'Variable Set' Set' record don't work 1. Activate the Japanese language
Persistence records when when the Title field plugin (com.snc.i18n.japanese).
the page is is not translated in a
PRB1773095translated to non-English language. 2. Make sure the language is set to
a non-English English.
language 3. Navigate to the sc_cat_item table.
4. Create a new catalog item.
5. In the 'Variable Sets' related list,
select New.
6. Create a variable set (for example, a
single-row variable set).
7. Fill in the 'Title' name and other
mandatory fields.
8. Submit.
9. Navigate back to the catalog
item record and scroll down to the
'Variable Sets' related list.

Notice that the variable set

'Language test' link is working.

10. Switch the language to Japanese

and check the variable set
Language test link again.

Expected behavior: The link should

work as same in English mode.

Actual behavior: The link is not working.

Downloading The user is unable to

Data the GLAS download Oracle
Collection report causes GLAS reports when
for a blank page there are over 10
Oracle million records in GLAS
Global tables.
Licensing
and
Advisory
Services
for
Software
Asset
Management

PRB1810089

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Problem Short description Description Steps to reproduce

The CSM/FSM After upgrading

DeclarativeConfigurable to Xanadu, there's Refer to the listed KB article for details.
Actions Workspace a UI issue on the
UI action 'Record Default' page
PRB1824763overflow variant in the CSM/
menu isn't FSM Workspace. The
KB1754358
working overflow menu for UI
actions doesn't work
as expected, and
the UI actions aren't
stacked behind the
three-dot menu item
when the page is
zoomed in.
The Duplicate records
Discovery cmdb_sam_sw_install
are created in the Refer to the listed KB article for details.
table is cmdb_sam_sw_install
PRB1613464duplicated table even after
after running deleting duplicate
KB1444661
discovery records and running
even after the discovery.
extra records
are deleted
Specific MID
Discovery selection
for Cloud
PRB1619143Discovery
doesn't
work due to
an existing
business rule
implemented
for MID cluster
selection
The vCenter A previous fix
Discovery Cloud probe introduced a new Refer to the listed KB article for details.
is triggered 'VMWare - vCenter
PRB1726066every time the Cloud' probe which
web server checks if vCenter
KB1645554
(http.https) is is running on 443
determined as port. If so, it triggers
open vCenter discovery.
However the 'VMWare
- vCenter Cloud'
probe gets triggered
every time the Web
Server (http.https) is
determined as open.
Discovering The discovery status is
Discovery a large cloud marked as completed Run Discovery on a large number AWS
environment but the transaction accounts where it retrieves an excess
PRB1742335causes of 2 million records.
is still processing
because of the long
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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Problem Short description Description Steps to reproduce
issues with running query on
discovery_temp_results
discovery_could
_temp_results. This
occurs because of the
business rule 'Update
Cloud Resources
Counts'.
vCenter The vCenter collector
Discovery extension MID Server Extensions 1. Navigate to vCenter Event Collector
contexts fail to don't start and events Contexts.
PRB1788611start aren't collected.
2. Create a record.
KB1703744
3. Specify the MID server and vCenter
details.
4. Save the record.
5. Select Start to trigger the events.

Observe that the events aren't

triggered upon selecting the Start
button.

Duplicate When Discovery is run

Discovery SNMP twice against an SNMP 1. On an instance running Washington
credential device using a SNMP DC or later, run a Discovery against
PRB1789497affinity records v1/v2c credential, an SNMP device using a SNMP
are created a duplicate affinity v1/v2c credential.
record is created.
2. After Discovery completes, check
the dscy_credentials_affinity table for
affinity for the device just discovered
when linking the SNMP credential.
3. Run another Discovery scan against
the same device with the same MID
and same credential.
4. Check the dscy_credentials_affinity
table after this scan.

Observe that a duplicate affinity

record should be created.

Discovery When the ADM probe

Discovery Application runs, matching process 1. Open NGINX on a Linux server to use
Dependency classifiers trigger as an example.
PRB1804276Mapping probes specific to
(ADM) process applications. The code 2. Open a Vancouver instance.
KB1702685
classifiers involved in specifying 3. Discover a host to create a NGINX CI
put incorrect the CI to put in the is created.
configuration probe output is in
items (CI) in the script include 4. Upgrade the instance to Washington
the probe DC.
ApplicationDependencyMapping,
ecc_queue which puts the
outputs, parent computer

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 Problem Short description Description Steps to reproduce
leading to CI in instead of the
5. Clear out the version value from the
data from the application CI. As a
existing application CI.
application result, the computer
only to be CI is updated and 6. Discover the Linux host.
updated in overwritten rather than
the computer the application CI, Notice that the example version is not
CI and the application CI repopulated in the NGINX CI.
is not updated.
Non-Windows On non-Windows
Discovery devices do servers, software 1. Run discovery on a Windows device
Probes not create install records are not with SAMP activated.
and software created for the OS.
Sensors installs for the Notice that software install records
Operating are created for Windows OS.
PRB1769606System (OS)
2. Perform the same step for Linux/
KB1645469
Solaris.

Notice that OS install records are not

created.

The image When adding an

Document saved inside image file into a
Managementof a table on table cell in a BCP
a document record from the
PRB1754517section is 'Documentation'
distorted and related list, the image
truncated file is truncated
and distorted after
generating the PDF.
PDF Ú and Ű characters
Document generation are causing formatting 1. Provision an instance with
Managementisn't working errors in the generated sn_bcm, sn_bcp, sn_bia and
Services correctly document. sn_bcm_components plugins
when installed.
PRB1710424Hungarian
characters are 2. Open the sn_bia_analysis record in
used the BCM workspace.
3. In the Description and Name
add one (or both) of the Ú and Ű
characters. Ensure that the string is
present after the characters.
4. Save the record.
5. Select the Generate PDF button.
6. Open the generated document.

Observe that the formatting breaks

after the Ú and Ű characters.

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 Problem Short description Description Steps to reproduce

When viewing While viewing the

Document a knowledge attached PDF in a 1. Log in to an instance.
Viewer article with an knowledge article
embedded ('Published' or 'under 2. Open the application navigator and
PRB1734394PDF search Incidents > All.
review'), the preview
attachment, of the attached PDF is 3. Open any record.
KB1647686
the preview of low quality. If the user
the attached views the attached 4. Attach the provided PDF.
PDF is low PDF outside of the
quality viewer (in Adobe or While viewing the attached PDF,
in the browser) the notice that the preview of an
preview of the PDF is attached PDF is in low quality.
good quality. This issue
occurs in platform
document viewer.
When a
Dynamic translatorID is
Translation sent as null to
an exclusion
PRB1832033framework
API, it's not
returning the
input texts in
the output in
Now Assist
A scheduled It appears that the
Edge upgrade fails upgrade mostly
Encryption for a proxy completes. There's
running on no errors in any of
PRB1773542Windows the logs, but the new
Edge proxy service
isn't started.
Elastic index The user observes the
Elasticsearch
creation error 'Failed to create 1. Request two instances with HLA (one
Integration fails when surrounding logs' and with HA Elastic and the other non-
clining from all index creation fails. HA).
PRB1711742an instance
with HA elastic 2. On startup, the surrounding logs
search to non- index should be created.
HA 3. Clone the HA instance to a non-HA
instance.

On startup, observe the error 'Failed to

create surrounding logs'. In general, all
index creation fails.

When For example, when the

Email composing user copies and pastes Refer to the listed KB article for details.
Notificationsan email the name 'Abraham
in Service Lincoln', it displays
PRB1763775Operations the error 'Local
Workspace address contains
KB1699112
(SOW) and control or whitespace.
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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Problem Short description Description Steps to reproduce
copy/pasting Characters in format
the 'Caller' [a-z][A-Z][0-9] {-} are
name to the accepted'.
To or CC field,
the auto-
complete for
the reference
field isn't
appearing
The 'Instance When an instance
Email Email Reader' is collecting mail, it
Notificationsjob stalls when retrieves messages
only deleting at a significant
PRB1783999(not retrieving) rate under normal
messages operations. When
from POP3 choosing only to
delete messages (and
not retrieve them),
each mail reader
job processes only
20 messages and
then exits, forcing the
instance to wait for
the next scheduled
email reader job 2
minutes later. This
cycle repeats until
the instance finds
messages it chooses to
retrieve, instead of just
delete.
Slow
Email performance
Notificationsloading
Major Issue
PRB1828578Management
(MIM)
workbench
email client
HR users are When HR users try to
Employee unable to add attachments
Relations add or view to an Employee
Case attachments Relations case in HR
Managementon Employee Agent Workspace,
Relations the attachment
PRB1830223cases in disappears and
HR Agent they are unable to
Workspace view all previous
attached documents.
If users view the same
Employee Relations
record in HR Agent
Workspace as an

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Problem Short description Description Steps to reproduce
admin, they can view
all of the attachments
that the HR user tried
to add.
A race This causes multiple
Event condition in tag cluster groups to 1. Set 'not for correlation' from the
Managementtag-based be created for the query job (set the property as false).
clustering same alerts.
PRB1760429engine when 2. Enable multi-job (4)/node event
multi job/ processing.
node event 3. Create a TBAC definition.
processing
is enabled 4. Send several events at the same
is causing time with different message keys.
multiple tag
clusters to be Observe that multiple tag cluster
created groups containing the same alerts are
created.

AnomalyScoreProcessor
Having 'Debug
Event has 'Debug logging' turned on Refer to the listed KB article for details.
Managementlogging' by default results
turned on by in thousands of
PRB1815229default unnecessary records
appearing in the
KB1704522
syslog.
An info The blue message
Event message of of 'Have you tried
Management'Have you express list...' appears,
tried express though it shouldn't for
PRB1821550list...' appears the related list of the
also for non 'Alerts' page.
em_alert
tables (but for
em_alert as a
related list in
the page)
Flow stage The issue is also
Flow changes confirmed in Refer to the listed KB article for details.
Engine aren't working Washington DC.
after using
PRB1752255the Do the
following in
KB1705325
parallel action
with engine v2
A subflow Whenever a group
Flow reference record is passed via
Engine input comes flow to sub-flow, it
in as a JSON displays an error as
PRB1813296instead of a 'Skipping approvals
reference due to invalid rule:
ApprovesRejectsAnyG'.
Passing a record to a
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 Problem Short description Description Steps to reproduce
subflow isn't constant
and is coming through
as a JSON. This
isn't just isolated to
ApprovalRules.
Issue found A flow or subflow using
Flow in Xanadu 'Submit Catalog Item Refer to the listed KB article for details.
Engine with 'Submit Request' where the
Catalog Item catalog item contains
PRB1814554Request', and a MRVS and multi-
multi-row line text field fails
KB1715780
variable sets produces the error:
(MRVS) and 'com.snc.process
multi-line text _flow.exception.
variables OpException Caused
by: Unexpected
character (\) at
position 3942.'
There's a When 'Look up record'
Flows 'LookUpRecord' returns null, the sys log
(Family error log when records an error log
Channel) it gives no even if 'don't fail on
results error' is true.
PRB1648314

Users are There's related

Flows receiving a flows logic when 1. Navigate to Flow Designer.
(Family 'Number of the main flows/
Channel) rows hidden subflows snapshots 2. Create a subflow and publish.
by security with different names 3. Add a subflow to a flow and save.
PRB1740676constraints' use a given subflow
message in A. For subflow A, the 4. Change the name of the flow and
Flow Designer related flows logic publish.
related flows counts each snapshot 5. Navigate back to the subflow.
with a different name
6. Select Show related fields.
as a single flow, which
is incorrect. Due to 7. Select the More Actions Menu in the
this, in Flow Designer, top right corner.
for a subflow/action
8. Select See Related Flows.
in a related flow,
a 'Number of rows
Observe that one flow is visible while
hidden by security
it shows the message at the bottom
constraints' error
'Number of rows hidden by security
message displays.
constraints: 2'.

Saving flow An error message

Flows stages is 'Internal server issue 1. Log in to the most recent iPaaS
(Family throwing an due to insufficient instance.
Channel) internal server access' appears when
error saving flow stages. 2. Impersonate as a user who has the
PRB1755867 'flow_designer and action_designer'
role only.
3. Create a new flow.

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 Problem Short description Description Steps to reproduce

4. Navigate to the More actions menu.

5. Add stages.
6. Select Save.

Notice that error message, 'Internal

server issue due to insufficient access'
appears.

Approval > When the flow sets the

Flows State is set to requested item (RITM)
(Family 'Canceled' stage to 'Request
Channel) when the Canceled', the
flow executes RITM approval is still
PRB1780076actions with 'Requested', which
the stage triggers the 'request
'Requested item closure' business
Canceled' in rule.
Vancouver
and
Washington
In Flow The user builds an
Flows Designer, the action with the 1. Open a Xanadu release instance.
(Family input data structure 'Array.Object
Channel) disappears contains Array.Objects 2. Build an action with the structure
after the user contains Objects of 'Array.Object contains Array.Objects
PRB1796423saves the flow contains Objects of String'.
String'. When they try
to set the value for 3. Create a subflow.
the String variable, the
value clears out after 4. Add the created action in the
saving. second step.
5. Try to set the value for the String
variable and save the subflow.

Expected behavior: The value is saved.

Actual behavior: The value is wiped

out.

A flow
Flows variable 1. Open Flow Designer.
(Family assignment
Channel) is reverted 2. Open the 'Test boolean assignment'
after saving a subflow.
PRB1796489subflow
3. Try to assign the Active field from the
Subflow input (Complaints Case)
record to the flow variable 'Case
Active'.
4. Save the subflow.
5. Check the flow variable assignment.

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 Problem Short description Description Steps to reproduce
Notice that an assignment was
reverted after saving the subflow.

Two way type The password2 SSD

Flows doesn't work if (Secure Storage Data)
(Family used in multi- records are deleted
Channel) level subflows as soon as a flow
along with completes/terminates.
PRB1797470assign outputs

Error In an action, the

Flows Evaluation isn't REST step is used, Refer to the listed KB article for details.
(Family functioning as and Error Evaluation
Channel) expected for is configured. The
new flows in Error Evaluation is set
PRB1817432Washington to assign an action
DC where status code of 2
KB1710616
Flow Engine and set the action
V2 was status Message to the
introduced REST step's response
body when the REST
step's status code isn't
200. However, in the
execution result, even
though the REST step's
status code is 200, the
action status code is 2,
and the action status
message is null.
Flow action A flow action isn't
Flows field values updating fields Refer to the listed KB article for details.
(Family are truncated properly when having
Channel) when they the 'script' type
contain the '=' column and inline
PRB1822604symbol in one scripts on the 'Create
field and use Record' action.
KB1709945
inline scripts in
another field
Base input The 'Choose Inputs'
Form fields aren't section is blank and Navigate to Now Assist for Admin >
Controller displayed for throws an error when Features > CMDB > View details > CI
Now Assist the user attempts Summarization > Close inputs.
PRB1826786for Configure to enable the CI
Notice that base inputs are blank, and
Management summarization skill for
an error is thrown.
Database CMDB.
(CMDB)
A transaction As a result of this issue,
GlideRecord
runs in an the entire session
infinite loop becomes unusable.
PRB1786468when the user
evaluates the
condition that
has 'Contains'

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 Problem Short description Description Steps to reproduce

The guided It throws a 500 internal

Guided tours API server error. 1. Provision an instance with the Major
Tours returns Incident Management plugin with
java.lang.ArrayIndex demo data installed.
PRB1784409OutOfBoundsException
2. Navigate to Service Operations
Workspace.
3. Access one major incident from the
list.
4. Navigate to the 'Communicate' tab.
5. Create a task with email as an
option.
6. Select Compose.
A guided
Guided tour displays 1. Ensure that com.sn_hr_agent_ws
Tours 'Undefined' for Agent Workspace for HR Case
when trying Management is installed.
PRB1790101to stop auto-
launching 2. Create a guided tour and provide
a tour in the below information:
HR Agent a. Name:provide-name
Workspace
b. Tour Type:Workspace
c. Select 'Manual Selection'
d. Starting page: now/hr/agent/
home
e. Select on Create Tour.
3. Open a browser.
4. Ensure to close all the existing
opened tabs first.
5. Clear the entire cache and history of
the browser.
6. Log in to a Vancouver instance.
7. Navigate to HR Workspace home
page.
8. Wait for the tour to auto launch.
9. After the tour pop-up displays, select
the x button.

Notice that it's displaying 'undefined'.

sys_kagami_query_engine
Queries are not routing
Haraka has an error to postgreSQL after Refer to the listed KB article for details.
(Glide) on the column upgrading to Xanadu.
decision_last_msg
Queries with 'group
PRB1824231 by' are attempting to
route to Haraka, but
KB1709920

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 Problem Short description Description Steps to reproduce
are failing due to a
syntax error.
Health Log MID Server distribution
Health Analytics is missing a bundled Refer to the listed KB article for details.
Log breaks after dependency (mid-
Analytics upgrading to loom.jar).
(Family) Xanadu

PRB1825365

KB1709665

Enabling Enabling the property

History the property breaks HistoryWalker
Set 'glide.history_set.pull_
API and populates '0'
journal_entries_from
as the update count
PRB1826101_journal_table for journal fields in the
' has side sys_history_line table.
effects
When When a template is
HTML the 'close created on an HTML
Field Type unordered list' field and '</ul>' tag
Editor tag is used in is included, the issue
a template, a occurs. Applying
PRB1782444non-breaking the template adds
space '&nbsp;' to the HTML
element gets field. The value is seen
added to the as; </ul> &nbsp;
HTML field
Selecting the The UXC Generative
HTML 'Preview form' AI plugin adds a UI 1. Provision an instance with the latest
Field Type icon opens Macro to a form version of UXC Generative AI (6.0.1).
Editor the TinyMCE containing TinyMCE.
editor When a form is 2. Set the glide.ui.html.editor.use_v4
PRB1799918 property to true.
previewed from a
list, the UI Macro is 3. Open any list.
rendered and TinyMCE
is initialized around the 4. Select the 'Preview form' icon for any
list. The selector it is record.
using isn't compatible
with a 'Lists' page. Expected behavior: The 'Read only'
form pop-up is opened.

Actual behavior: The TinyMCE editor is

opened.

The user This isn't impacting

Instance observes clone progress, but it Submit a clone via the 'Legacy clone
Clone the alert gives false alarm. request' page.
(Family) 'General Data
An error warning displays on the top of
Exception
PRB1774663detected by the page.
Database
(No value
specified for
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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Problem Short description Description Steps to reproduce
parameter
1.)' after
submitting a
clone on the
'clone_instance'
page
Deprecated Users may see an error
Instance APIs because scans are run Refer to the listed KB article for details.
Scan scheduled periodically: 'Error log
scan has an com.glide.instance_
PRB1797550invalid combo scan.ScanEngine:
reference java.lang.
KB1704250
IllegalArgumentException:
No such scan_combo
record...'
Non-
Integration Integration
Hub Hub (IH)
outbound
PRB1766824calls are
counted as
IH usages if a
flow is called
earlier in the
IH transaction,
even if this
flow doesn't
cause the
outbound
request
Nodes are A change in the
JVM at unresponsive Washington DC Refer to the listed KB article for details.
Scale after Java upgrade causes the
Virtual JVM nodes to become
PRB1783992Machine unresponsive, leading
(JVM) hangs the Java Service
KB1698970
or crashes Wrapper to determine
the JVM node is hung.
The nodes do not
appear to restart,
and out of memory
(OOM) errors are not
posted in the logs. This
causes the node to
stay down and causes
performance impact
for instances that are
affected.
Publickeywrap If an instance only
Key and has an active key
ManagementPublicsigver pair (for Instance
Framework certificates Asymmetric Encryption
(KMF) aren't Key (IAEK) and
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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Problem Short description Description Steps to reproduce
PRB1740666regenerated Instance Signature Key
when (ISK)) but certificates
certificates corresponding to it
are missing don't exist, certificates
and keys are corresponding to
present IAEK and ISK should
be regenerated, but
aren't.
Authors that The relevant condition
Knowledgeare not a does not check Refer to the listed KB article for details.
Managementmember of if the user is the
the ownership author of the KB
PRB1783762group can no article, and if the
longer edit a glide.knowman.ownership
KB1695361
Knowledge _group.override
Base article, property is set to true,
even if the causing the ACL to
glide.knowman.ownership
fail.
_group.override
property is set
to true
For Japanese, {HTML:displayValue}
Language the dirty is displayed without 1. Provision an instance with the
and update dialog a value from Japanese translations plugin
Translations isn't translated sys_ui_message. installed.
correctly in # is missing in the
PRB1766013U16 2. Change the system property
Japanese translation.
glide.ui.polaris.experience to false to
enable U16.
3. Open an incident record.
4. Change the description without
saving.
5. Select the Back button to trigger the
dirty update dialog.
In Vancouver, When a user changes
List changing the rows per page Refer to the listed KB article for details.
Administration
the rows per on Tokyo or Utah and
page in UI refreshes, it resets to 20
PRB1688076Builder results per page and this error
in security doesn't appear.
KB1585842
restraints
messages
A list doesn't The 'List' screen hangs
List load when a when applying a filter.
Administration
fixed filter is
null and a live
PRB1770231list is enabled

When scrolling When scrolling

List horizontally in horizontally, the field Refer to the listed KB article for details.
Administration
any table in names on the top are
list view, field
PRB1797758
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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Problem Short description Description Steps to reproduce
KB1705540 names do not frozen in place but the
scroll values change.

The Edit If a user opens the

List columns workspace the first
Administration
functionality time and do the re-
isn't working as column options, the
PRB1798031expected in user preference is
Configurable saved in a format:
Workspace workspace.list.
columnOrder.xyz. If
users then open a
new tab in Chrome,
and change it again,
the preference is
saved with a different
suffix: workspace.list.
columnOrder.abc. If
users then go back
to the first tab in
Chrome and update
the user preference,
it updates back
to: workspace.list.
columnOrder.xyz. The
workspace latches
onto one of these user
preference suffixes,
and ignores the others.
A list is failing Lists do not load, and
List to load due to a response is returned
Administration
ACL failures in the call for the
record list composite
PRB1804211 data broker.
A filter The filter condition
List condition in displays backend 1. Create a module.
Administration
a module is details.
displaying 2. On a table, select Incident.
PRB1827799additional
3. Add any dot-walking fields.
filters when
opened in 4. Create a user and a system
new tab level user preference
record 'glide.ui.polaris.
ui16_tabs_inside_polaris' as a type
string and set the value to true.
5. Impersonate a user.
6. Navigate to a module created
incident.
7. Open the module in a new tab.

Expected behavior: When the module

is clicked to open in a new tab, only
the dot-walking filters should apply.
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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Problem Short description Description Steps to reproduce
Actual behavior: When the module
is clicked to open in a new tab,
additional backend filters are applied.
Observe that some additional filters are
applied. This issue only happens when
opening the module in a new tab.
If opened in the same tab, the issue
doesn't happen. If the user preference
value for the user is set as false, the
issue isn't observed.

The 'Open
List Panel' event 1. Open a record list bundle in UI
Controller doesn't allow
Builder.
for reusability
PRB1789532outside of list- 2. Add a button to the page.
controller 3. Bind the event to 'Open Panel' list
controller.
4. In the event, add a field object of
'sysId: <sys id of first row>'.
5. In the event, add the route 'quick-
edit'.
6. Save.
7. Open the app.
8. Trigger the button.

The pane doesn't open as expected.

Impersonation System events error

Major logic in the out as a result of Refer to the listed KB article for details.
Incident Major Incident user impersonation
ManagementManagement logic in the
(MIM) script 'ExecuteMIMTrigger
PRB1815931include RulesWithImpersonation'
causes events script include. When
KB1709324
to fail post- this script include is
upgrade called during async
processing, the
system impersonates
the logged in user,
marking subsequent
events as processed
or updated by an
individual user instead
of the 'System'. As a
result, these events
error out.
Start and stop Security monitoring
MID permissions tools flag the Refer to the listed KB article for details.
Server for MID Server execution of
Windows 'net localgroup
PRB1773302service users administrators' due
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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Problem Short description Description Steps to reproduce
KB1646558 triggers to user enumeration
security of SAM-R queries
alerts by going to the Active
enumerating Directory server. The
all local group 'net localgroup
administrator administrators' is used
users for all users.
The MID Server Windows MID Servers
MID Dashboard can fail to fetch CPU Refer to the listed KB article for details.
Server doesn't show Usage metrics from the
CPU usage host, resulting in blank
PRB1779476for some MID or zero graphs in the
Servers, but MID Server Dashboard.
KB1648678
does show The StatusMonitor
memory thread in the MID
Server is unable or
stops being able
to get CPU usage
information from
the Windows OS.
It does not end up
in the queue.stats/
MID Server XMLStats
error correction code
input, which then
does not put it in the
table ecc_agent_scal
ar_metric in which the
graphs derive from.
Errors should be seen
in the agent log for the
StatusMonitor thread
if the data cannot
be retrieved. With this
issue, no errors are
seen in agent log, and
the data is missing.
MID server When trying to grant
MID issue warning, permission using all Refer to the listed KB article for details.
Server 'No mapping possible fully qualified
between representations of a
PRB1788294account user without verifying
names and if that representation
KB1704349
security IDs is valid as per
was done' the environment
configuration, when a
given representation
isn't valid, users
receive the warning:
'No mapping between
account names and
security IDs was done'.

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Problem Short description Description Steps to reproduce

There's a MID The user observes a

MID server issue warning and a MID Refer to the listed KB article for details.
Server and a pop- server issue.
up warning
PRB1791369when two
MID servers
KB1703297
use the same
username
and password
combination
MID server MID server ECCsender
MID ECCsender fails to process XML Refer to the listed KB article for details.
Server fails to process files and continuously
XML files and retries if the file is
PRB1792071continuously truncated, or if the
retries if the file file contains invalid,
KB1695722
is truncated control, or unparsable
or contains characters such as
invalid '#31;'. As soon as
characters the files begin to
be renamed, they
continue to fail to be
sent to the instance.
Because the instance
fails to read the files, it
constantly retries, and
moves the records to
output_error.
There's Xanadu added a
MID misleading filename check Refer to the listed KB article for details.
Server FileNameCompliance
for synched files.
InSync It generates MID
PRB1797811attachment Server issues records,
file errors but these can be
KB1702039
when misleading false
ecc_agent_script_file
positives that would
attachments be difficult to figure
are missing out if the record has
use attachments
but doesn't have
the referenced
attachment present.
Reduce There were few
MID default SFTP cases of import/
Server read/write export where there
buffer to 32768 environment had
PRB1819817from 32868 some issues in
handling the SFTP
buffer size of 32868.
Since import/export
has not exposed any
SSH configuration,

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Problem Short description Description Steps to reproduce
users aren't able to
reduce the buffer size.
The job 'SAM 'SAM - Normalize
ML - Normalize discovery models Refer to the listed KB article for details.
Normalization
discovery using machine
for SAM models using learning' fails
machine intermittently for
PRB1663147learning' mismatched /
fails for unavailable content
KB1634642
unavailable or even though other
mismatched models are normalized
content with no issues.
The '[ICenter The '[ICenter Analytics]
Multi- Analytics] Daily Data Collection'
factor Daily Data job throws an
Authentication
Collection' job error: 'Error Invalid
(MFA) throws an error facts table for
indicator source
PRB1827237 IntegrationUsers
WithoutWSAOFlag
Enabled
DataCollector'.
Some pages Pages such as
Next don't load 'Plugins', 'NLU Refer to the listed KB article for details.
Experience when the Workbench models',
Unified property 'Service Operations
Navigation 'glide.ui.next_experience.
Workspace', and
instance_tools_disabled'
'CSM-Configurable
PRB1787356is set it to false Workspace' don't load
and Next when the property
KB1652699
Experience is 'glide.ui.next_experience.
turned off instance_tools_disabled'
is set it to false and
Next Experience is
turned off. Admin role
users are unable to
access these modules:
Plugins (now/app-
manager/home), NLU
Workbench models,
Service Operations
Workspace, CSM-
Configurable
Workspace. ITIL
role users are
unable to access
Service Operations
Workspace and
CSM-Configurable
Workspace.
A menu can The user observes that
Next show fewer the Next Experience
Experience items when a header is missing
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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Problem Short description Description Steps to reproduce
Unified business rule is menus (for example,
Navigation configured to 'All', 'Favorites',
restrict a query and 'History').
PRB1799023 This can occur if
there are business
rules against the
'sys_app_application'
or 'sys_app_module'
tables with the type
'Query'. It can also
result from bad
domain-specific
caching in relation to
the menus.
Use of home Left, Right, Home, End,
Next keyboard Shift+Home, Shift+End, Refer to the listed KB article for details.
Experience cursor Shift-Left, and Shift-
Unified navigation Right don't move the
Navigation is broken cursor or select text.
in the Next
PRB1805368Experience
navigation
KB1703778
filter input and
end keyboard
buttons in
Xanadu
A long Extra long text in the
Next contextual contextual menu is not 1. Log in to any instance.
Experience pill pushes the truncated and causes
Unified search, help, spillover of the search 2. Navigate to any page that has a
Navigation notification, and other icons. long title.
and user
PRB1806148menu out of Notice that the extra long text in the
the viewport contextual menu is not truncated and
causes spillover of the search and
other icons.

Next It's related to the

Next Experience CSS style 'webkit- 1. Open the instance using Safari 18.0
Experience menus are backdrop-filter' being (20619.1.26.31.6).
Unified blurred/ applied incorrectly to
Navigation unreadable in the pages. Instead of 2. Navigate to the top menus.
Safari v18 applying the blur to
PRB1806521 Expected behavior: The navigation is
the background of the
menus, it's applying readable.
KB1705141
to the entire menu,
Actual behavior: The menu is blurred
including the text.
and unreadable.

The 'On-call The 'All on-call

On-Call schedules' (all schedules' tab gets 1. Navigate to on-call schedules.
Scheduling on-call stuck at 'loading'.
schedules) tab The following error The 'All on-call schedules' tab is stuck
PRB1819083isn't loading message displays at 'loading'.
in the console:
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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.
 Problem Short description Description Steps to reproduce
'TypeError: Cannot
2. Select 'my on-call schedules'.
read properties of
undefined (reading Verify that it works.
'name')...'
If a user selects the 'all on-call
schedules' tab, the display doesn't
change and still displays 'my on-call
schedules' tiles.

Https
Performance
_request_
Analytics decompression
doesn't work
PRB1789424correctly, as
it doesn't strip
the 'Content-
Encoding'
header after
it unzips the
body
The PAR User gets 'Items
Platform dashboard removed from this 1. Navigate to an instance with one of
Analytics search isn't page due to security the language plugin installed.
Componentgiving the constraints' or 'No data
API expected to display'. Messages 2. Navigate to Platform Analytics >
results when are in a translated Library > Dashboards.
PRB1779614a non-English language, whichever 3. On 'User Preferences', set the
language is exists at that time on language to English.
set on the the user session.
instance 4. Navigate to 'All'.
5. Search with a dashboard name like
'change' or 'incident'.
6. On 'User Preferences', set the
language to German, or any other
installed non-English language.
7. Search with a dashboard name like
'change' or 'incident'.

The same set of dashboards that

were returned in step 5 do not
appear. A few dashboards are
displayed and a message exists that
filters out other dashboards.

Expected behavior: The dashboard

search results should be consistent in all
languages.

Actual behavior: In the English

language, there's expected results but
in others, the result is inconsistent.

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Problem Short description Description Steps to reproduce

There's an Legends display

Platform issue with duplicate values when 1. Provision an instance with the 'Install
Analytics reports on a translated into non- Platform Analytics workspace' plugin
Dashboard workspace English language. installed.
API dashboard
2. Create a Platform Analytics
PRB1760775 dashboard with a column report with
2 data sources.
3. Change the language to Brazilian
Portuguese.
Only the first
Playbooks activity is
1. Create a playbook definition with
(Family valid when three or more activities.
Channel) a playbook
definition run 2. Add a run condition to the third
PRB1781451condition activity.
reference is 3. Reference the first two activities.
duplicated
4. Duplicate the playbook definition.

Expected behavior: The duplicated

playbook definition does not contain
any invalid reference errors.

Actual behavior: The second activity

reference is invalid.

HTML fields HTML-type input fields

Predictive include HTML contain HTML tags 1. Add an HTML field as an input field to
Intelligencetags in the that add noise to the any type of solution definition.
prediction dataset for machine
PRB1759824result, which 2. Train the solution.
learning. Machine
adds noise learning doesn't 3. When making predictions, make
and reduces remove these HTML HTML fields include the HTML tags
the prediction tags during the pre- that add noise to the dataset for
scores processing stage, machine learning.
and so when making
predictions, the HTML
fields include the HTML
tags in the prediction
result.
Similarity An issue with
Predictive calculation Predictive Intelligence 1. Change the property
Intelligencefrom similarity calculation evt_mgmt.similarity_use_ml to true.
Predictive slows down alert
PRB1777777Intelligence 2. Open an alert record through
record loading.
slows down Express List Records.
KB1702121
the instance
Notice that it takes a few minutes to
open.

3. Change the property

evt_mgmt.similarity_use_ml to false.
4. Refresh the alert record.
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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Problem Short description Description Steps to reproduce
Notice that the similar alerts
query takes an average of 35,655
milliseconds.

PMMU There are several

Problem (Physical issues. There's
ManagementMemory incorrect code and
Management problem models for
PRB1762651Unit) issues customizations. The
found during demo data needs to
London to be remapped. There's
Xanadu an outdated info
upgrade message. The Next
testing button doesn't appear
until reloading when
requesting to activate
a plugin. Some of the
problems and problem
tasks failed to migrate.
The 'Problem overview'
dashboard should
not be deleted on
upgrading.
The Problem When a problem
Problem field isn't task is opened from 1. Navigate to an instance.
Managementpopulated a problem record,
in a problem the Problem field in a 2. Open any active problem.
PRB1816736task problem task record 3. Navigate to the 'Problem Task'
displays as empty. related list.
4. Select the New button to create a
problem task.
5. Choose any task type from the
option 'Root Cause Analysis' or
'General'.

Observe that it opens the 'Task' page,

where the Problem field is empty,
which isn't auto-populated.

Save as new In a domain

Project template fails separation instance,
Managementat creating a there's an ACL to
template restrict the user from
PRB1789648 creating a project
template in the
global domain (add
condition 'domain is
not global'). When
a non-admin user
is trying to create
a template from a
project by selecting
the 'save as new

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Problem Short description Description Steps to reproduce
template' related link,
the template was not
created because the
ACL is failing. The user
and project aren't in
the global domain.
'Page not
Project found' 1. Log in to the application.
Managementdisplayed
when 2. Navigate to pm_project.list.
PRB1810601selecting the
3. Open a record.
Check it out
button from 4. Select checkitout.
a 'Project'
form in Project 'Page not found' is displaying.
Workspace
The 'Planning The user is not
Project Console' redirected to a 1. Open any project.
Managementrelated link on console.
the project 2. Under related links, select Planning
PRB1814537record gets Console.
stuck after
clicking the Notice that the user is not redirected to
link any console and the page is stuck.

Default .
Related filters on Refer to the listed KB article for details.
Lists relationship-
related
PRB1720250lists aren't
applied in a
KB1639073
workspace
Inline cell The inline edit box
Related edit options should be right justified
Lists appears off- when on the right
screen for of the screen and
PRB1780317related lists show all inline edit
icons. Instead, the
inline edit box is left
justified when on the
right of the screen
and disappearing off
the right edge of the
screen.
In a calendar If a dataset has
Reporting report, the missing data for the
linked dataset quarters VS report the
PRB1715615has quarters report does not bring
that are not in back details for 0 data
sequence so because of missing
data. The report is
designed not to return
0 results - 'dataset'
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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Problem Short description Description Steps to reproduce
graphs align per data
availability and ignore
the sequence of
quarters.
Scheduled list The attachment is
Reporting export with exported as a PDF Refer to the listed KB article for details.
many rows with an error message
PRB1764936fails and is instead of an excel
sent as a PDF file, even though the
KB1645365
with an error scheduled export was
message set as an excel file.
Multi-pivot There's also an error
Reporting in Service in the logs: 'Uncaught 1. Navigate to the classic reporting
Portal throws Error: TypeError: module.
PRB1815240'ERROR: An leftMostRowValue[key].escapeHTML
error occurred is not a function'. 2. Create a report:
while ◦ Table: incident
generating
chart' ◦ Type: Multi-level pivot table
◦ Selected columns: Assignment
Group
◦ Selected rows: Short description,
Number
3. Navigate to Service Portal > Service
Portal Configuration.
4. Select Designer.
5. Add a page.
6. Select any container.
7. Under 'widgets', select Report and
drag it into the container.
8. Select the recently created multi-
pivot chart.

Expected behavior: The chart renders.

Actual behavior: 'ERROR: An error

occurred while generating chart'
displays.

A business The error reads:

Request rule throws an 'java.lang.RuntimeException:
Management'Unparseable could not be
date' parsed using format
PRB1793466exception string yyyy-MM-dd
HH:mm:ss'.
When trying A blank pop-up screen
Resource to select appears. 1. Navigate to the project module and
Managementthe Request open any project.
Extension
PRB1784311button on 2. Under the related links, select
something in the project workbench.
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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.
 Problem Short description Description Steps to reproduce
a resource
3. Under the 'Resource' tab, select any
plan from
resource plan.
the project
workbench, 4. Select the Request button.
the 'Extend
resource Observe that a blank screen appears.
plan' pop-
up appears
empty
The 'Shadow' The time taken for
Rollback table chunk deleting shadow Refer to the listed KB article for details.
Contexts delete has records can be
performance derived from the
PRB1772992issues logs. When users
delete data from
KB1648911
the 'Shadow and
snapshot' table, a log
statement is printed.
First, 'Shadow' table
records are deleted,
then the 'Snapshot'
table. Time between
log statements would
be the time taken
to delete shadow
records. It takes more
than 1 minute to
delete records from a
'Shadow' table.
Restructure There's been issues
Script upgrade with different upgrade Refer to the listed KB article for details.
Includes transition scenarios when
for the separating the
PRB1805747sandbox_callable
sandbox callable
script to functionality of client
KB1704606
include the callable in pre-Y
schema releases.
change
Transpiler Some threads in the
Server- doesn't transpiler do not Refer to the listed KB article for details.
side respect respect the value of
scripts the custom the system property,
per-thread com.glide.script.swc .memory_threshold_in_kb,
PRB1786423memory limit, and instead throw
causing an an exception when
KB1650937
error memory usage
exceeds the default
per-thread limit of
16MB. The error is
logged repeatedly
and prevents a portion
(up to 1/4) of the
server-side scripts

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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.
 Problem Short description Description Steps to reproduce
executed on the node
to fail.
Failure to It should obtain
Server- instantiate a the global scope Trigger GlideElement.specialReinitialize
side GlideElement to reinitialize using the sandbox scope.
scripts during a GlideController
sandboxed instead of trying to
PRB1796259script traverse to global
execution can from the current
take down a GlideElement and,
node potentially, grabbing
the sandbox scope
instead.
The SWC The transpiler leaks
Server- version in a small amount of Refer to the listed KB article for details.
side Xanadu leaks memory, on the order
scripts memory of 50 bytes, with each
script that it processes.
PRB1809279 Eventually, enough
memory is leaked that
KB1703678
attempts to execute
additional scripts on
the node cause the
transpiler to exceed
the memory usage
limit, specified by the
com.glide.script.swc.
global_memory_threshold_in_kb
system property. Once
this limit is exceeded,
a 'Transpilation
global memory limit
exceeded' error is
logged and the node
is unable to process
server-side scripts
normally until it is
restarted.
A catalog When users select
Service filter isn't 'Need to Request
Catalog functioning in Something?', the
Builder Xanadu catalog filter widget is
displayed on the left
PRB1794710 side of the page. It
should display the 15
categories and when
users select the 'Show
More Catalog' filters,
it's expected to display
another 15 categories.
Currently, categories
aren't displaying on

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Problem Short description Description Steps to reproduce
the 'Catalog filters'
widgets.
Localization Users see the following
Service framework error: 'Cannot commit
Catalog publishes update set since
translations scope ID is different'.
PRB1734166in the global
scope
although the
artifact record
is created in
a different
scope
The 'Popular The 'Popular items'
Service items' widget widget doesn't display
Catalog doesn't display relevant catalog
legal catalog items specific to the
PRB1808592items category chosen.
When changing the
category, users can
find that catalog filters
display related items
but not the 'Catalog
item' widget.
com.glide.encryption.
When
Service enable_attachment_
com.glide.encryption. Refer to the listed KB article for details.
Portal key_ui=TRUE enable_attachment_
has different key_ui=FALSE
PRB1781293behavior in there's no issue. In
Xanadu Washington DC, the
KB1710481
property is set to true
but the issue didn't
occur.
A knowledge Build information:
Service category Xanadu EA Issue
Portal displays as Description: [Xanadu
'{{::category.label}}'
EA]: Knowledge
PRB1794718when the category is shown as
language is {{::category.label}}
non-English when language is non-
English
attachment.upload.success
When uploading
Service event is multiple attachments
Portal triggered consecutively, the
incorrectly, 'attachment.upload.success'
PRB1803497and cannot event is triggered
be relied on immediately after
to disable the first batch of
the Catalog attachments finishes
- Order Now uploading instead of
button waiting for all batches
to complete. The

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Problem Short description Description Steps to reproduce
attachment modal is
also hidden before the
upload process is fully
completed.
Using the Starting from
Service auto-fill Edge browser 1. Enable the auto-fill function on Edge
Portal function in an 129.0.2792.52+, when browser 129.0.2792.52+.
Edge browser the user fills the
PRB1809948triggers a 2. Open a service catalog with multiple
personal information
search of all with the auto-fill reference fields in Service Portal.
KB1703663
reference function on the 3. Select one of the fields and fill the
fields in the Service Catalog form personal information by auto fill.
Service Portal in the Service Portal,
catalog form it triggers a search of Expected behavior: Only fields that
all reference fields in are related to personal information are
the form. Sometimes populated.
this causes the form to
freeze, and it must be Actual behavior: Fields related to
reloaded to proceed. personal information are populated,
but all the reference fields on the
form were in focus and triggered the
searches of the fields.

After an The cursor focus

Service applied moves to another
Portal autofill, the field. Also, the List
cursor is collector field is
PRB1823470moved to expanded and the
another field focus is moved to
a dropdown field.
An empty value
is displayed in the
dropdown field.
An error Submitting a service
Service message in Service Builder Refer to the listed KB article for details.
Portfolio occurs when prompts the error
Managementsubmitting a message, 'Status can
service in the only move forward
PRB1808035Service Builder to retiring or retired
or obsolete from
KB1705403
operational'.
Purchased A user can have a
Software rights in value that can only be Refer to the listed KB article for details.
Asset alm_license contained by a long
Managementare limited field type, causing
by an integer issues due to the
PRB1665612field type limitation.
KB1641524

The 'Software
Software Asset
Asset Connections'
Management
job is creating
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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.
 Problem Short description Description Steps to reproduce
PRB1731774install records
on retired
configuration
items
The software The report for
Software lifecycle 'Software Lifecycle Refer to the listed KB article for details.
Asset report in reports' table has
Managementclassic view is empty records in
empty the Washington DC
PRB1775506 Release.
KB1648325

A 'Maximum If a suite parent has

Software JavaScript call a suite child with Refer to the listed KB article for details.
Asset depth of 1000 the same product,
Reclamation
exceeded' there could be a
error is case where the
PRB1792829thrown in the lookupSuiteComponents()
SAMPPreBuiltSuitesAPI.
function calls
KB1698752
lookupSuiteComponents
addM2MSuiteComponentProducts().
function call This again calls
lookupSuiteComponents(),
and so leading to an
infinite loop.
The incorrect Usage/Installs used
Software user is to create RC belongs 1. Create a single install/low usage for
Asset assigned to the previous user the same user on a device.
Reclamation
to a single and aren't current or
install per changed to the user. 2. Create an install for a few users on
PRB1795844user-based other devices.
User aggregate isn't
reclamation ordered by the user. 3. License all installs by the 'per user'
KB1702053
candidates metric.
4. Run the RC job.

Notice that RC is stamped by the

incorrect user.

There's a
Software replication
Asset lag caused by
Reconciliation
'untagSoftwareModelForUnlicensedInstall'
in
PRB1790386AutomaticSMRCreation

In Software In Software Asset

Software Asset Workspace, the 'Total 1. Set the 'glide.sys.date_format'
EntitlementsWorkspace, cost' is generated property value to dd-MM-yyyy.
the 'Total cost' incorrectly when the
PRB1787017is generated 2. Navigate to Software Asset
glide.sys.date_format
incorrectly property value is set Workspace > License Operations.
KB1650157
when the to dd-MM-yyyy. The
glide.sys.date_format
Entitlement Total Cost

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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.
 Problem Short description Description Steps to reproduce
property functions properly
3. Open any entitlement with the
value is set in the classic view
license type as 'Subscription'.
to anything of the alm_license
other than the table, but not in the 4. Attempt to change the subscription
default format workspace view. period to something other than
'yyyy-MM-dd' When the default 'Entire Subscription Period'.
format is used (yyyy-
MM-dd), the Total Cost Notice that the 'Total cost' is generated
calculation is correct incorrectly due to the new date format
on both Software preference.
Asset Workspace
and the alm_license
table. The root cause
of this issue is the
base instance client
script 'Update total
cost onChange
subscription', which
does not recognize
date formats other
than 'yyyy-MM-dd' for
the start date and end
date of the software
entitlement in the
workspace view.
Changing the This is a product
Software 'phase' data update.
Lifecycles type from the
'string' to a
PRB1759420'choice' value
for better
reporting
The
Software sam_admin
Models role failed
to load the
PRB1786414'publish to
software
catalog' list
when catalog
records aren't
readable by
role
There's failure Trying to install an app
Source to install an with a dependency Refer to the listed KB article for details.
Control app with a on another app that
Engine dependency was converted from
that was a Store app into a
PRB1789863converted to developer app with
'application 'application repository
KB1652375
repository' mode' results in failure.
mode

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Problem Short description Description Steps to reproduce

getRemoteTags If the git server can't

Source doesn't have be reached, the job 1. Create an app in Studio.
Control a timeout can seem to stall
Engine specified indefinitely. The job 2. Link to Source Control successfully.
can run for days. 3. Set a breakpoint in
PRB1795465
AGitRepository.getRemoteTags().
4. Refresh the repository (perhaps via
sys_repo_config).
5. Make the git server unresponsive
when the breakpoint from step 3
gets reached.
6. Resume the breakpoint.
A unique key When Usage Analytics
Subscriptionviolation is is used, the following
Management detected by error generates
the database intermittently: 'FAILED
PRB831241 (Duplicate TRYING TO EXECUTE
entry) on the ON CONNECTION'.
ua_app_usage
table
HTML The HTML formatting
Survey formatting and line breaks Refer to the listed KB article for details.
Managementand line in the Document
breaks are Titles (sys_ui_title)
PRB1817570no longer are not functioning
working on the correctly. As a result,
KB1704997
'Assessment' the descriptions and
page other instructions
are rendered as raw
HTML code instead
of plain text on the
'Assessment' instance
pages.
JDBC data Since the Washington
System source errors DC upgrade, it 1. Set up a JDBC data source with
Import are generic appears that users incorrect credentials.
Sets messages aren't directly seeing
starting in the JDBC Data 2. Test load 20 records for the data
PRB1796959Washington source.
Sources SQL errors
DC, such in progress workers
as 'Cannot or when doing a 20 An error message is noticed in the UI
invoke records load on the 'Cannot invoke "java.util.Map.keySet()"
'java.util.Map.keySet()
UI. It is replaced by because "this.fImportSourceFields" is
because a generic message null'.
'this.fImportSourceFields
'Cannot invoke
is null' "java.util.Map.keySet() ...this.fImportSourceFields"
is null'. When checking
the agent log file of
the MID Server, the
JDBC SQL error that
should be present
isn't in the progress
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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.
 Problem Short description Description Steps to reproduce
worker log. Before
Washington DC, these
kind of SQL errors were
retrieved directly in the
instance and it wasn't
needed to retrieve the
MID Server logs.
New fields with When loading data,
System double byte new fields are created Refer to the listed KB article for details.
Import characters are if the loading file or
Sets not created data source contains
automatically headers that don't
PRB1804838upon loading match the fields in
data the import set table.
KB1705523
Since the Xanadu
release, new fields
are not created
when headers
contain double byte
characters, and a
warning message is
logged in the import
log. This occurs even if
com.glide.use_column
_name_optimizer
property is 'true'.
A null pointer The error occurs if the
Table exception following conditions Refer to the listed KB article for details.
Administration
is thrown by exist: 1. A table which
and Data the database is a direct child of
Management view where task has TPC as its
the driving extension model. 2.
PRB1527645table is a TPC At some point in the
child of the past ServiceNow has
KB1225737
task table, executed a change
which has off- to off-row one or more
rowed fields columns from the task
on task_offrow table to workaround a
dynamic row size error.
3. A database view is
created with just the
TPC table as a view
table, with no other
view table to join. 4.
The view table has
the default of no view
fields being defined.
The 'Data A 'Data Management'
Table Management' job state in
Administration
job state 'sys_dm_delete'
and Data doesn't doesn't update
Management update correctly when the
correctly node processing the

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Problem Short description Description Steps to reproduce
PRB1735107when the DM job stops/restarts
node stops abruptly.
abruptly
setAllowCascadeDelete
Users are
Table method of referred to use
Administration
GlideMultipleDelete
GlideMultipleDelete
and Data is not when cleaning
Management scriptable up their data.
Large amounts of
PRB1743783 data cleanup is
a requirement for
users with the recent
change in data
footprint policies.
Enabling platform
features for users
to better manage
their data footprint is
essential.
Running an Table check fails
Table instance with the error
Administration
health scan message 'Rhino error:
and Data table check java.lang.NullPointerException'.
Management throws a
null pointer
PRB1792808expection
error if a
sys_storage_alias
record has
an empty
storage_table_name
Rotations for The
Table sys_scheduler_job_history_node
sys_s7r_job_history_node0000
Rotation and table is missing the
sys_scheduler_job_history
primary key.
PRB1726430were
incorrectly
created in the
Vancouver
release
Commons- In a few cases, this
Third- beanutils hits caused a node to
party BEANUTILS-509, completely hang
Software causing indefinitely because
severe default all the threads were
PRB1793365thread attempting to enter a
contention, synchronized block of
leading to a WeakHashMap that
429s was being hogged by
a thread stuck in an
infinite loop.

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Problem Short description Description Steps to reproduce

Managers When a manager

Time are unable attempts to copy time 1. Impersonate a manager in an
Card to copy cards for one of their instance.
Management
timecards reports, the system
returns {0} time cards 2. Select a user from the user
PRB1785263 dropdown.
created.
3. Select the Copy time card button.
4. Select the date for the time sheet.
5. Select Okay.

Observe the error message.

There's an
UI Field error inputting 1. Log in to an instance.
Administration
a decimal
value into 2. Navigate to Agent Workspace.
PRB1779043a decimal
3. Open any incident.
field when
glide.system.locale 4. Enter '123456789.09' on the Test field
has a value and select out of the field
set
Notice that the below message is
seen: 'Could not parse 123.456.789,6
as a number'. This issue is reproducible
on any workspace and when the
system property glide.system.locale
isn't empty.

Service Poor performance

UI Field Operations of the CI field and its
Administration
Workspace reference qualifier
(SOW) within an incident
PRB1793495has poor record in SOW. The
performance issue is only seen in
on CI fields workspace and not
in the platform/native
view.
The campaign The campaign date
UI Field date picker picker, which is the 1. Install the latest Content Publishing
Administration
opens in a calendar with a date and Content Experiences app.
lower position and time selection
PRB1795835than usual 2. Navigate to the Content Experience
field, is positioned
offset and lower Builder.
than its usual correct 3. Select the date pickers Start Time
position. and End Time.

Expected behavior: The date picker

opens in the correct position.

Actual behavior: The date picker is

opens in a lower position than usual in
the campaign builder.

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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.
 Problem Short description Description Steps to reproduce

Adding the When a filter has a sort

UI Form Sort button condition and the filter Refer to the listed KB article for details.
Administration
on sys_ux_list tries to load or add a
opens new new condition, there's
PRB1767288record instead an error thrown that
of allowing causes the filter to not
KB1710682
edits load or to not add a
new sort row.
High memory The
UI Form usage by viewrule_all_cache Refer to the listed KB article for details.
Administration
viewrule_all_cache
can consume
(Workspace excessive memory
PRB1783850View Rules) on application
nodes. This can cause
KB1651462
memory contention/
increased garbage
collection/application
node performance
degradation.
Date The platform considers
UI Policies validation the system (actual
isn't working machine which user
PRB1725664as expected uses) timezone to
when the user calculate the time
timezone is set calculation rather than
to the 'other' the instance timezone
region which the user is in.
An error message
displays.
Duplicate UI Workspace pages
UI Scriptsscripts that fail to load if there Refer to the listed KB article for details.
have the are duplicate UI
PRB1784983same exact scripts with the same
name prevent API name in the
KB1649352
a workspace sys_ui_script table.
page from This is caused by a
loading functional change to
how the workspace UI
scripts are called.
The Save When resolving
Upgrade Merge button conflicts for skipped Refer to the listed KB article for details.
Center throws a records from an
'GlideList is upgrade, the 'Save
PRB1797126not defined' Merge' record
error for throws an error
KB1704373
ACL records for ACL records in
when trying Xanadu. The error
to resolve message reads, 'Error
conflicts in MessageonSubmit
Xanadu script error:
ReferenceError:
GlideList2 is not

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Problem Short description Description Steps to reproduce
defined:' and the
record is not updated.
Records with It seems that the
Upgrade <sys_es_latest_script
entire XML file is diffed 1. Choose any application that has
Center action="INSERT_OR_UPDATE">
here, when users records with <sys_es_latest_script
in the XML are would expect only the action="INSERT_OR_UPDATE"> in the
PRB1812035listed in the contents of the record xml.
plugin update to matter.
list as 'skipped' 2. Side-load the application via 'install
during application' from either the file or
the plugin Nexus.
upgrade 3. Navigate to sys_upgrade_history.
4. Select the recent record.
5. Check records with
<sys_es_latest_script
action="INSERT_OR_UPDATE"> in the
XML are in the 'Changes Applied'
tab.
6. Repair the application.
7. Navigate to sys_upgrade_history.
8. Select the recent record.
9. Check records with
<sys_es_latest_script
action="INSERT_OR_UPDATE"> in the
XML are marked as 'Skipped'.
10. Check logs to confirm the
record is skipped because of
sys_es_latest_script action.
A data The 'Data Visualization
UX resource API for table data 1. Add 'Data Visualization API for table
Framework doesn't pick source' defines data source' to any page in UI
up default 'useDataCache' as a Builder (UIB).
PRB1754230values when query parameter in
input values the URL. Sending this Observe that the output value
are missing value as null marks the returns a valid JSON.
URL as invalid and the
data resource throws 2. Save the page.
an invalid URL error. 3. Navigate to 'Page definition'.
4. Remove the 'useDataCache' input
value from the data resource JSON
in the Data field.
5. Open the page again in UIB.
6. Open the 'Data resource'
configuration.

Expected behavior: The output is the

same as in step 1.

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Problem Short description Description Steps to reproduce
Actual behavior: An invalid URL error is
shown.

Closing A non-functional
UX multiple 'Details' tab appears 1. Open CWF or SOW workspace.
Framework tabs quickly when closing inactive
converts tabs quickly. 2. Open ten existing 'incident' tabs.
PRB1766794an existing
3. Click through the tabs to make them
workspace active, but keep switching and do
tab to a non- not let them load all the way.
functional
'Details' 4. Close an inactive tab before the
workspace new tab loads.
tab that can't 5. Continue closing tabs this way until a
be closed non-functional tab is observed.

Expected behavior: The subtab details

get closed out.

Actual behavior: The non-functional

details tab appears when closing out
inactive tabs quickly.

Manual There's errors in the

Virtual account logs. 1. Navigate to an instance.
Agent linking fails
non-admin 2. Log in as a non-admin user.
PRB1763848users
3. Start a conversation on Teams.
4. Select Link to servicenow.

The chat fails after choosing any topic.

The channel user profile isn't created
for the user.

A JavaScript A JavaScript console

Virtual console error error appears in the 1. Select Track your Tickets.
Agent appears when Service Portal UI as a
the Virtual result of a keyboard 2. Open any case.
PRB1784826Agent chat shortcut API returning 3. Select the chat option to launch the
is open in the with a code in the Virtual Assistant in the Engagement
Service Portal 400-500 range. Messenger.
UI
Notice that the console error appears
on your browser and in JavaScript.

In Virtual Virtual Agent should

Virtual Agent after a display all topics that
Agent Washington match a keyword, but
DC upgrade, it displays a technical
PRB1789855every input error message or
that matches occasionally hangs.
more than
one keyword
throws an error

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Problem Short description Description Steps to reproduce

Selecting links Selecting T&E Card

Virtual causes the link Request breaks the
Agent to be opened Now Assist Virtual
Web inside Web Agent (NAVA)
Client Client experience.

PRB1814179

ChecklistItemResponder
ChecklistItemDAO Trigger the ChecklistItemResponder
Visual is too slow has the functions with a check list has 50+ items.
Task to efficiently canRead/canDelete
Boards scale normal that triggers an ACL.
usage of the
PRB1765065platform,
resulting in a
backlog in
the record
watcher
queue
Chats close This issue was
Web UX automatically introduced in Refer to the listed KB article for details.
Runtime on the Washington DC.
workspace Chats are closed
PRB1776097after they are automatically in the
opened within workspace after they
KB1709413
a few seconds are opened within a
few seconds. Shortly
after the chat window
is opened, it is then
closed, and the chat
state is set to 'Closed
Complete'.
Work order When using work order
Work template templates and setting
Order assignment a specific assignment
Managementgroups are not group, the group isn't
honored set and a different
PRB1823305 group is assigned.
Additional fields
that are configured
on the work order
templates can't be
processed properly.
As a result, fields like
'assignment_group'
that are defined in
the WOT of the work
order template aren't
applied properly.
Global search There's an error
Zing Text no longer in the browser Refer to the listed KB article for details.
Indexing auto-opens console: 'Uncaught
and the result TypeError: Cannot
record when read properties of
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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.
 Problem Short description Description Steps to reproduce
Search the Short undefined (reading
Engine description 'title')...'
field is empty
PRB1759390

KB1649571

All Other Fixes

To view a list of all other PRBs fixed in Yokohama, refer to All other Yokohama fixes.

All other Yokohama fixes

The Yokohama release contains important problem fixes.

Yokohama was released on January 30, 2025.

• Build date: 01-22-2025_0439

• Build tag: glide-yokohama-12-18-2024__patch0-01-14-2025

Important: For more information about how to upgrade an instance, see ServiceNow
upgrades.

For more information about the release cycle, see the ServiceNow Release Cycle .

Note: This version is being evaluated for use in the ServiceNow Government
Community Cloud (GCC) environment.

For a downloadable, sortable version of the fixed problems in this release, click here

All other fixes

Problem category Problem Short description

[Deprecated] PRB1799637 Unable to complete an HR Task when

Classic HR Service 'Assigned to' is populated from an HR
Delivery Agent Template
Workspace
Access Control PRB1802864 The result of GlideRecordSecure.get()
changes when preceded by a
GlideRecord.get() call
Access Control PRB1717880 The base instance object UI Action Assign
to me uses the itil role instead of the ITSM/
CMDB fine-grained roles or a combined
condition
Access Control PRB1744106 Concurrent updates to the group/
role assignment results in an incorrect
inheritance count
Access Control PRB1773126 An ACL for the 'Database' view isn't
working as expected for accessible tables

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Problem category Problem Short description

Access Control PRB1839587 A current object in the REST_Endpoint

type ACL is empty starting from Xanadu
Access Control PRB1797654 Using @mention from the Requested
for field on a sc_task table record
shows an incorrect UI message if
Glide.ui.mentions .check_record_visibility
is active
Access Control PRB1801856 The ACL 'list_edit' isn't visible in an instance
Access Control List PRB1790131 HasRightsToReadIsTrue is missing from the
(ACL) Rules ACL and DF forms
Activity Stream PRB1832293 There's an exception in the activity stream
when creating a new case
Activity Stream PRB1796571 'Archive Destroy Run' is excessively
slow when deleting activities due to
the overhead incurred by publishing
Asynchronous Message Bus (AMB)
messages
Activity Stream PRB1778010 SysActivityRule should filter its query on the
fields that Workspace can only see
Activity Stream PRB1757803 In a VTB activity, the Japanese translation
of '{0} was {1}' is incorrect
Activity Stream PRB1799614 An activity stream dynamic translation
error 'Unable to Translate. Try again'
occurs when the detected language is
the same as the user language
Activity Stream PRB1819078 Relationship changes aren't appearing
and there's a number in the Workspace in
the activity stream
Activity Stream PRB1793496 When selecting 'Show full conversation'
in an activity and when the email body
is empty, an infinite loop is shown as
'Loading Email Content'
Activity Stream PRB1775777 g_form.setValue() isn't working as
expected on Workspace when applied to
the Comments field
Activity Stream PRB1793499 In Configurable Workspace, the multi-line
in case and task activity Description field
is displayed as one long string
Activity Stream PRB1778571 A username is missing on 'Relationship
Change' entries in the Workspace activity
stream
Advanced Work PRB1784714 Advanced Work Assignment (AWA)
Assignment responders fall out of sync if a service
channel record is reverted to an earlier
version

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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.
 Problem category Problem Short description

Advanced Work PRB1802799 Duplicate entry for an attachment in a

Assignment Transcript field
Advanced Work PRB1821208 When using the Advanced Work
Assignment Assignment (AWA) Inbox Actions API to
accept a chat on behalf of a user, the
agent name and avatar doesn't match
the actual agent name and avatar
Advanced Work PRB1796013 Advanced Work Assignment (AWA)
Assignment doesn't assign non-interaction or
non-messaging work items if the
max_wait_time is defined in the queue
after upgrading to Washington DC
Advanced Work PRB1824092 Work items aren't counting towards the
Assignment capacity recalculation total when they
are matched with an agent but not yet
offered
Advanced Work PRB1791870 Update Service Channel Util Condition's
Assignment hint
Agent Assist PRB1819434 Agent Assist recommendation common
reference doesn't show a result card
Agent Assist PRB1818474 Newly trained Similarity Solution Definitions
can't be selected to be used in Agent
Assist recommendations
Agent Assist PRB1784219 SOW (Service Operations Workspace)
Agent Assist doesn't show proper results if
there are multiple fields mapped
Agent Chat PRB1801904 The conversation panel appears
for a closed interaction even
after setting inactive.interaction.
conversation.history .panel.enabled to
'false'
Agent Chat PRB1801087 Screen readers don't announce new
messages in the Virtual Agent (VA) chat
window
Agent Chat PRB1788201 Resolve copy-paste and debounce issues
for chat input text area in Agent Chat
and sidebar
Agent Chat PRB1766118 sys_cs_conversational state is stuck
at a translating state when the
sys_cs_conversation goes to faulted state
Agent Chat PRB1825429 Dynamic translated messages aren't
displayed correctly after aggressive
message fetching is enabled in Agent
Chat

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448
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.
 Problem category Problem Short description

Agent Chat PRB1766052 The incorrect chat Workspace tab is

highlighted when closing one of the chat
tabs
Agent Chat PRB1797451 The textAreaRef doesn't get instantiated
correctly on hook-insert, so the 'Enter' key
and Send button in the input area don't
work
Agent Chat PRB1802338 Auto-flush on the 'Conversation' table
(sys_cs_conversation) causes issues with
displaying the conversation history for
agents in the chat window
Agile PRB1789584 DEFN1003811 calculates worker
Development subscription roles differently for SMV1
versus SMV2
AI Search PRB1720477 Translated Field Helper generates
unexpected AI Search documents for
installed languages
AI Search PRB1774826 The AI Search 'Update event queue'
writable property is turned off with GenAI
semantic tables indexing
AI Search PRB1799201 The 'Suggested results' page continuously
loads for guest user searches in the
Service Portal
AI Search PRB1797714 Autocomplete suggestions aren't
returned
AI Search PRB1808879 Now Assist Q&A doesn't return Glide
Record (GR) results
AI Search PRB1756872 Users are unable to create an action
name in AI Search results action
configuration
AI Search PRB1735195 The range facet and facet with
compound table.column set in the facet
fields is filtered out when one of the tables
is late-binding
AI Search PRB1755160 The SysID of a record is displayed as a
title in 'recently viewed items' and 'exact
match' in Zing search
AI Search PRB1817875 Search Preview(New) doesn't filter all
users
AI Search PRB1766750 UX should respect timeouts on
asynchronous Genius results
AI Search PRB1836358 A race condition causes an incorrect
deleteMultiple() query to be generated
on the v_search_genius_result and
sys_variable_value tables

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449
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.
 Problem category Problem Short description

AI Search PRB1805031 The Global Search icon is incorrectly

colored when a dark banner is used
AI Search PRB1837962 When a query is performed in 'OR' mode,
the pagination breaks
AI Search PRB1795021 Add a check to replace a new
line with \n when generating
ais_sn_components_i18n.xml
AI Search PRB1779119 Users are getting red banner ACL
messages when viewing incidents or a
case task after a Global Search
AI Search PRB1757882 AI Search results takes time to show results
for specific words
AI Search PRB1785294 Suggestions for recently viewed results
(PERSONAL_CLICK suggestions) with
external URLs don't navigate correctly in
Portal
AI Search PRB1759730 Databroker calls for AI Search/Semantic
Search are added in the outbound logs
AI Search PRB1785471 Multiple 'opens in a new tab' links on
voiceover using AI Search on portal
(accessibility issues)
AI Search PRB1792436 Empty ais_search_profile_ais_s
earch_source_m2m can be created
through a form
AI Search PRB1823794 If valid_to is marked as no_text_index =
true in ais_datasource, an exception is
thrown when searching
AI Search PRB1808466 AI Search yields a 'No results found'
message on the Now Mobile app, but
works as expected in the Service Portal
AI Search PRB1779622 'Attachment' isn't translated in the
suggested search pop-up
AI Search PRB1832346 Selecting search results adds a parameter
'SearchTerm', which leads to a 404 error
AI Search PRB1802419 The autocomplete suggested result
navigates to the backend record for
a Request Item, Incident, Change, or
Problem
AI Search PRB1791896 Search Evam Data Resource returns
the error 'Duplicate key title (attempted
merging values com.Glide.ux.runtime.
data_broker.composite .model.IterableItem
$Field)'
AI Search PRB1811885 Risk Intelligence Report (RIR) doesn't boost
for a language match

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450
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.
 Problem category Problem Short description

AI Search PRB1726217 Global search fails with a 400 error for

custom Workspace applications with the
application administration flag set to true
AI Search PRB1770996 The preview link on an AI Search source
breaks if any special characters are
present in the conditions
AI Search PRB1792826 The search preview link doesn't take
into account a 'New Condition' from an
indexed source
AI Search PRB1831427 A browser refresh doesn't work when
searching with an integer in Global
Search, and it throws a 'r.trim isn't a
function' error
AI Search Assist PRB1787918 In AI Search results for a knowledge
article, only view counts and ratings are
visible
AI Search for PRB1771693 Videos incorporated into topics in My Bot
Virtual Agent load slowly, such as the topic 'Email Setup
on Phone'
Analytics Data API PRB1778742 Some breakdown elements filters aren't
applied to the widget
Analytics Data API PRB1826719 The 'Walk-Ups by Hour' and 'Walk-Ups
by Day of the Week' widgets on the
Customer Service Management (CSM)
Walk-Up Experience Dashboard fail to
display the data
Analytics Data API PRB1769933 A bar chart displays different values for
the same applied 'group by'
Analytics Data API PRB1790714 'Group by' doesn't work in database view
reports
Analytics Data API PRB1815564 Platform Analytics doesn't correctly
interpret the > symbol in the title and
instead displays '&glt;' or '&gt;'
Analytics Data API PRB1794715 Breakdown elements are repeatedly
queried when fetched with a PAR filter
Analytics Data API PRB1820588 Vendor Management Workspace
performance reports display: 'error'
Analytics Data API PRB1725658 The filter generates an incorrect query for
fields with a different reference key
Analytics Export PRB1809223 Enabling the Export button only if there
API are valid entries of recipients for manual
export
Analytics Export PRB1810971 In Platform Analytics, '[embedded list]'
API doesn't work on a scheduled export

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451
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.
 Problem category Problem Short description

Analytics Hub PRB1785933 Multiple translations are missing in the

Performance Analytics Hub for the Dutch
language
Antivirus Scanning PRB1734157 Update com.Glide.snap.url to snap-v2 for
the release of Glide
Antivirus Scanning PRB1813543 Certain file types aren't scanned
(available) by antivirus scanning
Application Install PRB1785858 When an application customization is
Engine installed, there might be only a 'history'
version for a customized record and no
'current' (in sys_update_version)
Application Install PRB1785858 When an application customization is
Engine installed, there might be only a 'history'
version for a customized record and no
'current' (in sys_update_version)
Application Install PRB1753470 App customizations still have sys_claim
Engine after being reverted to a base instance
Application Install PRB1789108 Upgrading the base app when a
Engine customization is present results in a mix of
custom and base choices
Application Install PRB1769363 Unpublished customizations are reverted
Engine after upgrading to the base application
Application Install PRB1802004 A cluster message processing other nodes
Engine throws a NullPointerException (NPE) after
app installation
Application Install PRB1792512 Translations are loaded repeatedly when
Engine loading conditional content for sn_vul
Application Install PRB1776624 The host app isn't able to load the macros
Engine under 'ui.jtemplates', so openframe isn't
loading with Next Experience turned off
Application Install PRB1822879 In the case of a combination of hosted
Engine plugins with app customization, the
existing higher version host app store
plugin object isn't used
Application Install PRB1788335 Remote app table entries are populated
Engine with 'undefined' in the 'sys_code' column
Application Install PRB1789812 Uninstalling an application that added
Engine fields to an existing table removes the
metadata for the field but won't drop the
column in the database
Application PRB1780803 Remote app table entries are populated
Manager with 'undefined' in the 'sys_code' column
Application PRB1770423 There's different behavior in a product
Manager page versus an app page (update/
installed) for applications

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452
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.
 Problem category Problem Short description

Application PRB1792061 The schedule install/update of the

Manager application isn't working as expected
in both new and classic Application
Manager
Application PRB1790822 When an empty object is given as input in
Rationalization a source field, docs aren't loaded
Application PRB1828326 The GitHub AVI 'First found' and 'Last
Vulnerability found' dates are swapped
Response
Appointment PRB1802606 An appointment booking cancellation
Booking error email doesn't respect timezones
Appointment PRB1789260 Personal events on a technician
Booking calendar are ignored when booking
an appointment for an appointment
booking user
Appointment PRB1792635 When the last day of bookable days falls
Booking on the first day of the upcoming month,
the AB modal doesn't load the first day of
month
Appsee - Platform PRB1802917 GeoIP has an error while retrieving
Infrastructure the country/policy, and a null pointer
exception error displays
App Template PRB1763884 Payloads with multiple
Framework sys_complex_object records with same
sys_id aren't loaded properly
Archive Rules PRB1789753 A Table Cleaner rule for sys_archive_run
impacts the restoration of records older
than one year
Archive Rules PRB1764487 Related records are inserted with a
display value instead of a sys_id when
they are archived
Archive Rules PRB1762255 Archived approvals aren't displaying
because of a broken ACL
Ask for Approval - PRB1779799 A stage column on a Requested Item
Flow Action (RITM) list incorrectly shows 'guest' as an
approver in the 'Waiting For Approval'
stage
Asset PRB1791993 Hundreds of errors display in the system
Management log reading: 'Cannot call sendRedirect()
after the response has been committed'
Asset PRB1781337 The 'Stock Runner' job is failing with an
Management error
Asset PRB1784173 When deploying an asset, the location file
Management isn't set properly

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453
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.
 Problem category Problem Short description

Asset PRB1789417 Asset and CI synchronization might not

Management work properly on domain separated
instances in the Washington DC release
due to the scoped cache mechanism
Asset PRB1778297 The Hardware Asset Management
Management (HAM) 'Incident' view rule within Asset
Management Workspace targets Agent
Workspace
Asset PRB1802625 While retiring a consumable, the related
Management Stockroom options aren't all visible at
once on the pop-up
Asset PRB1822129 The order of the substate choices in the
Management 'Retire Asset' modal aren't displayed in the
order defined in the dictionary entry of
the field
Asset PRB1770430 Attachments uploaded from the Now
Management Agent app get mapped to the parent
table (alm_asset) instead of the child
table (alm_hardware)
Asset PRB1805243 Email client isn't showing on Assets
Management Workspace in compose
Asynchronous PRB1833926 ExecutorQueue consumes large memory
Message Bus by copying GlideSnapShotSession, which
(AMB) has large a fCache filed in 'Transaction'
Asynchronous PRB1822973 Record Watcher (RW) exceptions out
Message Bus when it encounters an invalid record and
(AMB) fails to execute repsonders, which can
cause flows to stall
Attachments to PRB1769071 There's an error when trying to attach a
Records BMP file to a record manually or via the
REST API
Attachments to PRB1801182 The Attach File field 'Pencil/Edit' icon
Records disappears for an attachment after
saving a record
Audit History PRB1793551 A null object returned by
HistoryChangeList Iterator should be
handled
Audit History PRB1837362 NoBroadcast() logs are consumed by Log
Export Service (LES) topics
Authentication PRB1764389 After single sign-on (SSO) login in and
logout, navigating to the /log page shows
'Security constraints prevent access to
requested page'
Authentication PRB1756224 When a user is locked out and then
unlocked in the user profile, the search
displays a blank page

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454
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.
 Problem category Problem Short description

Authentication PRB1775791 View rules on customer_contact makes

the Set Password UI action change the
Password Needs Reset of the admin user
instead of the changed user
Authentication PRB1782128 Error messages reading 'CSRF validation
failed' are logged even though the
validation property is false
Authentication PRB1799507 Provide better logging / diagnostics /
debugging to show details of why IP
access was allowed or denied
Authentication PRB1764318 OIDC Authenticating Clients doesn't take
the client secret into account
Authentication PRB1753368 Information link for Rest API Access Policy
Prioritization directs to the ServiceNow
staging documentation site during an
upgrade case
Authentication PRB1763499 Session timeout doesn't work as expected
in the Engagement Messenger
Authentication PRB1791895 When an explicit role plugin is installed
and the property 'Glide.security.explicit
_roles.do_not_fix'= true, single sign-on
(SSO) login fails if the post auth policy
requires an snc_internal role
Authentication PRB1800758 The URL is incorrectly decoded after
session timeout for Next Experience
when the user logs back in within the top
navigation
Automated Test PRB1764100 ATF (Automated Test Framework) steps
Framework (ATF) that execute without explicitly setting
'Success' or 'Failed' statuses can leave
pending suite results and stuck cloud run
executions
Automated Test PRB1772058 ATF (Automated Test Framework) tests
Framework (ATF) can sometimes generate modified
records for 'label_history', which can block
tests from running in parallel
Automated Test PRB1769587 ATF (Automated Test Framework)
Framework (ATF) scheduled client test runners can
sometimes get unimpersonation errors
Automated Test PRB1788452 ATF (Automated Test Framework) Field
Framework (ATF) State Validation doesn't work in Service
Operations Workspace
Automated Test PRB1787222 If a server error is ignored, it appears to
Framework (ATF) prevent the execution of later tests in the
batch

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455
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.
 Problem category Problem Short description

Automated Test PRB1687069 The script include 'VariableQueryParser'

Framework for is causing the evaluation of javascript:*
Service Catalog field values to be skipped in Automated
Test Framework (ATF)
Baseline CMDB PRB1789027 Update all CMDB / CSDM table and
column labels to reflect the current
verbiage in dictionary definitions
Cache PRB1804575 CollectingLRUCache isn't synchronized
so the number of entries can exceed the
max size
Case and PRB1768199 Names aren't updated between the
Knowledge 'Allegations and Associated Allegations'
Management table
for HR Service
Delivery
Case and PRB1805956 Users are unable to create Knowledge
Knowledge Base (KB) articles for HR Cases in UI16 and
Management in the HR Agent Workspace
for HR Service
Delivery
Case and PRB1819557 Remove deprecated entitlement code
Knowledge and APIs in HR plugins
Management
for HR Service
Delivery
Case and PRB1762562 hr_caseMyRequestFilterUtil doesn't restrict
Knowledge queries on inactive sysapproval_approver
Management records
for HR Service
Delivery
Case and PRB1791894 Inadequate localization for Platform
Knowledge Analytics Dashboards - HR Manager
Management
for HR Service
Delivery
Case and PRB1803855 Issue with a base instance relative
Knowledge duration 'x business days by 4pm' and the
Management script include DurationCalculator
for HR Service
Delivery
Case and PRB1784071 'Retake a survey in HR: Core scope'
Knowledge creates duplicate metric result records
Management
for HR Service
Delivery
Case and PRB1791728 A response template isn't appearing
Knowledge in certain cases in Customer Service
Management Management (CSM) Workspace
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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.
 Problem category Problem Short description

for HR Service
Delivery
Case API PRB1784496 Case API gives an incorrect result count
when role-based filters are applied
Case PRB1743786 The 'New case type' selector and 'related
Management file' aren't installing on a requested
instance
Case PRB1802936 'Publish With Approval' doesn't work as
Management expected
Case PRB1810610 The Consumer field is empty and can't be
Management populated on a case task in Customer
Service Management (CSM) Agent
Workspace
Case PRB1826477 For the base instance 'Set Reassigned To
Management Count' business rule, the incorrect trigger
condition is configured
Case PRB1826618 An email with a recipient list of more than
Management 1000 users isn't sent
Case PRB1791957 An unnecessary space is added to
Management the name of 'Primary Support Agent' in
sn_customerservice _responsibility_def
Catalog Client PRB1808595 Lookup Select Box doesn't show the
Scripts selected value in the variable editor in
the RITM form if an onLoad catalog client
script adds an option
Catalog Portal PRB1802926 The DateTime Picker modal for the
Pages 'Register a Visitor' form isn't accessible
through the tab key
Change Advisory PRB1809993 An encrypted field isn't displayed
Board (CAB) correctly in CAB workbench
Workbench
Change PRB1793295 Transition states from state models aren't
Management ordered by sequence, as they are
configured
Change PRB1790024 A review flow should only attach one
Management post-implementation review task
Change PRB1793725 Standard change template proposal
Management properties (sys_app_module) isn't found
under Intelligent Solution Configuration
Change PRB1827180 The 'canModifyCI' change model
Management attribute check has a typo and it affects
modification when transitioning from the
initial state

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457
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.
 Problem category Problem Short description

Change PRB1816569 Standard change properties should not

Management have been modified on upgrade from
Washington DC to Xanadu
Change PRB1819915 CAB workbench is stuck in loading state
Management when the user doesn't have read access
to one of the changes due to a domain
restriction
Change PRB1810280 Some change risk assessments no longer
Management match which allows for risk evaluation
without the completion of other risk
assessments
Change PRB1801143 There is a URL truncation issue in change
Management request copies
Change PRB1801450 Copy change function isn't working as
Management expected
Change PRB1815169 A standard change template
Management (std_change_record_producer) doesn't
show the column 'Additional comments'
Change PRB1807818 TaskUtilSNC notifies the user with a
Management connect message, but the user doesn't
see the connect message in the Next
Experience interface
Change PRB1788178 Incorrect German text in a change
Management request on a base instance's Scheduling
Assistant
Change PRB1778031 A standard change template URL
Management is available/visible to users that are
restricted from it as configured in
'Available for' user criteria
Change PRB1803186 Accented characters aren't rendered in
Management the conflict calendar's short description
Change PRB1827022 Automatically-created translated text
Management isn't updated when the user modifies the
'Standard Change' template name
Change PRB1787948 A risk assessment is set to 'Canceled' and
Management - stays canceled when filled in
Risk Assessment
and Intelligence
Client Scripts PRB1760271 Set Value doesn't work properly in
Workspace
Client Scripts PRB1685901 A scripted event handler on a controller
causes a page to not display
Client Scripts PRB1806077 A delegated developer is unable to
create a client callable script include

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458
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.
 Problem category Problem Short description

Client Scripts PRB1794520 Newly populated on_hold_reason field

data doesn't display for a duplicate tab
Client Scripts PRB1787156 On a client script form, script auto-
population doesn't switch from onLoad to
onChange when the type is changed
Client Scripts PRB1782733 Client script 'SNC - default template
name check' isn't inherited and causes
confusion
Cloud Encryption PRB1762861 The business rule, 'Abort changes on
group' doesn't prevent regular admins
from viewing the 'Cloud Encryption
Quorum Control Approvers' group
Cloud Provisioning PRB1790534 Improve a script to prevent slow ACL
and Governance execution
Cloud Provisioning PRB1797798 'sn_cmp.cloud_service_user role' prevents
and Governance itil users from updating Service Catalog
tasks
Cloud Provisioning PRB1749132 AWS CreateStack status 400 error says:
and Governance 'The provided token has expired.'
Cloud Provisioning PRB1794338 There is a discrepancy between
and Governance DeleteStrategy for Cloud events and
Cloud Discovery for vm_instance
CMDB 360 PRB1790347 The job 'Multisource Dashboard
Collection' runs twice daily
CMDB Data PRB1767484 'Cleanup Orphan CIs' job runs but doesn't
Manager inspect all the records in the table when
they are processing in batches
CMDB PRB1772502 DbBatchProcessor doesn't resource
Identification and cleanup properly resulting in high memory
Reconciliation contention on the node
CMDB Query PRB1775491 The Export query UI action fails because it
Builder must pass the Cross-Site Request Forgery
(CSRF) token
CMDB Query PRB1830100 The 'Dynamic CI' group is missing a few
Builder CIs
CMDB Query PRB1822218 CMDB Query Builder results in table
Builder creation fails
CMDB Query PRB1787319 CMDB Group 'Show All CI' results are
Builder incomplete when using multiple saved
queries and a relationship type
CMDB to PRB1822499 Life Cycle Control records are missing for
CSDM Data a CMDB base table to allow the use of
Synchronization the 'End of Operation' stage
Column Level PRB1766321 Attachment API via REST tries to encrypt
Encryption a file when sending a request with
© 2024 ServiceNow, Inc. All rights reserved.
459
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.
 Problem category Problem Short description

an empty encryption_context query

parameter
Column Level PRB1790376 Excessive amount of data_free on the
Encryption table sys_mass_encryption_job
Communities PRB1793133 The user is able to add an image to the
activity stream that takes over the entire
page and covers all other notes
Communities PRB1831681 The Gamification Badge description field
is sanitizing language special characters
Communities PRB1793564 The video preview isn't displayed to users
for the video content type posts in the
community activity feed
Communities PRB1830455 Sn_communities.community_user
encounters an error when requesting
membership for a forum
Communities PRB1819875 A space in the aria-label for 'すべて' causes
the user's customized process to fail
Condition Builder PRB1776650 Unable to dot-walk into a reference field
when configuring report conditions
Condition Builder PRB1786619 Report filter condition fields aren't aligned
properly in the Classic UI
Condition Builder PRB1768500 When the user selects the Save button
to save a filter on a list in the Next
Experience UI when there are many filters
with a scrollbar, the saving options aren't
visible
Configuration PRB1827190 The luminosity contrast ratio of
Management reconciliation rule types is less than the
Database (CMDB) required 4.5:1
Configuration PRB1787231 Identification and Reconciliation Engine
Management (IRE) is targeting duplicated CIs and
Database (CMDB) clearing the duplicate_of field
Configuration PRB1730677 CI's of the domain B/C/D can be added
Management to a CMDB group created under domain
Database (CMDB) A
Configuration PRB1784870 Tasks aren't getting generated in Xanadu
Management after running the Retire Policy in the data
Database (CMDB) manager
Configuration PRB1784818 cmdb_ci_network_
Management adapter.mac_manufacturer column label
Database (CMDB) is 'Mac Manufacturer' instead of 'MAC
Manufacturer'
Configuration PRB1792093 CMDBUtil doesn't work as expected in the
Management filter condition to the non-admins (itil)
Database (CMDB)

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Problem category Problem Short description

Configuration PRB1580009 CIRelationByServiceCache.getRelations()

Management causes high memory consumption
Database (CMDB)
Configuration PRB1620855 An error is displayed when the user
Management changes the instance language to
Database (CMDB) Japanese
Configuration PRB1798671 Lifecycle fields on a CI are flipped due
Management to a difference in payloads from multi-
Database (CMDB) sources
Configuration PRB1825388 The Xanadu CMDB Workspace health
Management dashboard for health group CIs
Database (CMDB) evaluated value is incorrect when there is
a health inclusion rule
Configuration PRB1803275 The submetrics page for groups doesn't
Management have a task column available on the UI
Database (CMDB) for duplicate metrics
Configuration PRB1815246 Some CMDB logging properties have
Management debug or debugVerbose enabled by
Database (CMDB) default, causing syslog performance
issues
Configuration PRB1760552 The user isn't able to edit the reference
Management qualifier of the Owned By field in
Database (CMDB) $csdm_app_service view
Configuration PRB1809366 The Service Graph Connecter (SGC)
Management Central menu link is missing in the
Database (CMDB) Configuration Management Database
(CMDB) Workspace after upgrading to
Xanadu
Configuration PRB1689097 There's a color contrast failure for a
Management selected item under the 'ciModel.do'
Database (CMDB) page
Configuration PRB1819137 Data Manager doesn't support dot-walk
Management fields for task assignment
Database (CMDB)
Configuration PRB1768662 The business rule 'Sync Ops Status for
Management CMDB CI' incorrectly sets the operational
Database (CMDB) status to 'Non-operational' instead of
'Operational'
Configuration PRB1811948 Prevent individual updates duplicating CI
Management values during remediation
Database (CMDB)
Configuration PRB1770891 Newly created tasks stay in the 'Open'
Management State while the 'Needs Review' checkbox
Database (CMDB) is set on false in the policy

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Problem category Problem Short description

Configuration PRB1819941 Delete the 'CMDB Health Dashboard -

Management Top Task Generating CIs Calculation' job
Database (CMDB)
Configuration PRB1778012 Validate the inclusive filter in DBQuery
Management when computing the getTotals with an
Database (CMDB) inclusive condition for health scores
Configuration PRB1770084 Identification and Reconciliation
Management Engine (IRE) creates multiple
Database (CMDB) sys_object_source records for the same
source (source_native_key)
Configuration PRB1810238 Identification and Reconciliation Engine
Management (IRE) throws a 'MULTIPLE_DEPENDENCIES'
Database (CMDB) error when there are duplicate
relationships in the database
Configuration PRB1767284 Update a reference during the insertion of
Management records in a payload, avoiding an extra
Database (CMDB) update on the 'referenced by' record
Contextual Search PRB1805007 Knowledge article results are shown in the
Virtual Agent for a knowledge base not
exposed to this portal
Contextual Search PRB1779661 Contextual Search conditions fails when a
newline character is part of the encoded
query
Contextual Search PRB1799474 In the Service Portal, a variable with
contextual search enabled removes the
space after typing text, and the cursor
goes back to the last typed letter when
using the spacebar
Contextual Search PRB1805505 There's knowledge search related
slowness when a KB article is large
Contextual Search PRB1788670 The 'Inline Results' widget on the Record
Producer doesn't display full details for
kb_template_known _error_article or
kb_template_faq records
Contextual Search PRB1793559 There's incorrect translations in KB articles
for 'Attach to Incident' in Washington DC
Continual PRB1780068 The 'View KPI details' and 'Show
Improvement scorecard' icons should open the
Management Performance Analytics chart in a new tab
Continual PRB1816181 Add the 'dex-notify-svc' service within
Improvement Glide.services .rest.allowed_services
Management
Contract PRB1766988 End date calculation is incorrect in
Management the 'Build renewal task' of the contract
renewal flow

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Problem category Problem Short description

Contract PRB1806594 Client script error on a 'Contract' form

Management in Hardware Asset Workspace: '(g_env)
[SCRIPT:EXEC] Error while running Client
Script 'Update tax and total cost currency
'
Contract PRB1784095 The currency type on the Yearly cost
Management and Monthly cost fields changes to $
when updating the payment amount on
contracts
Contract PRB1803637 Performance issues with the contract unit
Management cost calculation business rule
Core Platform PRB1761876 A QuotaManager null point exception is
printed in the logs multiple times
Core Platform PRB1659462 Navigating to a deep link URL doesn't
work as expected when the field contains
'&' in the query and the user isn't logged
in
Core Platform PRB1762254 A display value is empty in process mining
field pickers
Core Platform PRB1779358 The printer friendly version view doesn't
display complete data from the article
body
Currency PRB1832803 There's an incorrect exchange rate
Administration conversion from IDR to USD due to
truncation
Currency PRB1793515 Problems with g_form.clearValue() and
Administration g_form.setValue() on Currency fields
Currency PRB1762554 FX currency fields cause dot-walked or
Administration derived reference fields break in list view
with the value 'null' for the sys_id
Currency PRB1785272 in-ID locale (Indonesia) doesn't convert
Administration currency values
Currency PRB1822862 Empty rates in 'Custom currency rate'
Administration tables cause a NumberFormatException
Custom Chat PRB1780681 Custom Chat Chatbot Interoperability
Chatbot Framework (CCCIF) should honor the
Interoperability com.Glide.cs.upload.attachment .to.interaction
Framework sys_properties setting
(CCCIF) Media
Resource API
Customer PRB1793361 Unable to edit/remove dictionary
Information override for the last_name field on the
customer_contact table
Customer PRB1779242 The business rule 'Domain - Set Domain
Operations for - Location' doesn't see the domain
correctly, resulting in records on the
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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.
 Problem category Problem Short description

Customer Service cmn_location table being created in the

Management global domain
Customer Service PRB1779338 Recipient list supports the 'Reference
Management Variables' but doesn't support any list
variables
Customer Service PRB1832361 When Customer Service Management
Management (CSM) is installed in Xanadu, the
'Overview' dashboard isn't appearing
Customer Service PRB1817415 'My Dispatch Map' doesn't load
Management
for Field Service
Management
Data Archiving PRB1773987 'Restore related' fails when the reference
field is for the parent table in a hierarchy
Database Indexes PRB1719709 A slow query on sn_cmp_order is missing
a supportive database index covering
discovery_status
Database PRB1736140 Auto-increment fields with a default value
Persistence of 0 aren't corrected after migration using
an early Utah build
Database PRB1776634 GlideQueryString warnings should provide
Persistence exception details and stack trace
Database PRB1508047 Failing a copy during DB alter prevents
Persistence an update set from using bootstrap
batching, and results in multiple table
alters
Database PRB1605677 Adding 'Tags' in the column view for a
Persistence table on the gateway database throws
an error
Database PRB1699977 A Function field with
Persistence - Data Glidefunction:concat() shows an error
Access when opening the table list in other
languages
Database PRB1825857 Unused and missing joins in query
Persistence - Data generation for a TS query with many
Access 'contains' conditions
Database PRB1636284 There's an inaccurate group count in a
Persistence - Data reference field with duplicate display
Access values when results are paginated
Database PRB1751743 Parsing the FromItem type '[SubSelect]'
Persistence - Data isn't supported
Access
Database PRB1789910 'Order by' columns aren't added to the
Persistence - Data 'Group by' clause when joined on a
Access denormalized table with aggregation via
'RLQuery'
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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.
 Problem category Problem Short description

Database PRB1801384 Orphan archive-related records

Persistence - Data (Archive_Map NULL) aren't ignored by the
Management archive job
Database PRB1747815 Issue with the ArchiveResolver resolve()
Persistence - Data method
Management
Database PRB1756534 Enabling shadow tables for compaction
Persistence - Data
Management
Database PRB1757852 An exclusion rule for a table with mixed
Persistence - Data cases and spaces is producing an invalid
Management truncate statement
Database PRB1805133 Can't delete sys_attachment/
Persistence - Data sys_attachment_doc orphans without
Management turning off ACLs
Database PRB1779767 Using 'Null' as a value in the != ALL
Persistence - Data operator set fails
Scale
Database PRB1688084 New categories aren't mapped to
Persistence - Data secondary DB (database) pools
Scale
Database PRB1726762 SQLCancel doesn't kill some queries that
Persistence - Data stream data
Scale
Database PRB1796286 Remove usage of Cleaner from
Persistence - Data PreparedStatementWrapper
Scale
Database PRB1812306 DBLazyWriter Dead Lock can lead to
Persistence - Data semaphore exhaustion on nodes
Scale
Database PRB1648956 Union replacement throws the error
Persistence - Data 'Unknown column 'count_of_676361911' in
Scale 'field list''
Database PRB1721884 Tables without PK cause group replication
Persistence - Data errors in MySQL 8
Scale
Database PRB1757535 Null pointer exception in
Persistence - Data ConnectionWrapper when trying to
Scale commit/rollback a connection
Database PRB1782312 API calls using sysparm_offset
Persistence - Data +sysparm_limit parameters run the
Scale query without a defined 'Order by',
causing results to not return consistently in
RaptorDB

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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.
 Problem category Problem Short description

Database PRB1749770 The size of tuple values received from the

Persistence - Data server should be limited
Scale
Data Collection PRB1652619 The Download Glass Report UI action
for Oracle Global doesn't render CVS spreadsheet correctly
Licensing and and contains empty rows
Advisory Services
for Software Asset
Management
Data Filtration PRB1768454 In Vancouver's data filteration, the IP filter
criteria provided in the subject condition
isn't considered
Declarative PRB1767497 Declarative actions aren't working with a
Actions random key in the payload definition
Delegated PRB1657555 When creating an app on Studio with
Development and Japanese characters, the app name only
Deployment generates sn_dd__ roles
Delete Records PRB1740509 Data Management jobs provide no
Safely indication to the user that operations on
sys_email or sys_email_log will never be
recorded for rollback
DevOps (Family) PRB1797729 Reducing excessive logging in DevOps
Util global plugin
Discovery PRB1739443 The user can use Service Mapping without
activating Discovery and is unable to use
'Visibility' scheduled jobs and listing jobs
Discovery PRB1744428 Discovery Home or Service Error
Management is broken for the
discovery_admin role user
Discovery PRB1781249 A child schedule is kicked off twice in a
daisy chain after the parent is finished/
cancelled
Discovery PRB1806722 Oracle OCI Discovery fails with a sensor
error
Discovery PRB1766931 When adding a step in the Discovery
pattern using 'Parse File' as the operation
and 'JSON File' as defined parsing, a
single quote (') present in the attribute
value of the JSON file is replaced with
'quta'
Discovery PRB1792552 A pattern doesn't terminate for WMI and
SNMP queries even if the user ticks the
'terminate if not found' checkbox
Discovery PRB1833443 Files supported for the 'put file' operation
should be extensible as a MID server
property

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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.
 Problem category Problem Short description

Discovery PRB1766180 vCenter Event Collection fails with the

following error, 'Expected 1 relationship
but found 2 for Provides storage
for::Stored'
Discovery PRB1817799 Starting a Discovery takes a while when
there's a sizeable global exclusion IP
address list and inclusion list
Discovery PRB1619082 Slowness in scheduled job Licensing
Hardware Count sysauto_script_
dd3716460b3320 101af90bdb35673a3a
Discovery PRB1783411 GCP Discovery with
'Glide.discovery.cdu.auto
_refresh_sub_accounts _and_ldcs' =
'true' triggers looping Discovery statuses
for 'Perform Refresh Datacenters for
scheduleundefined'
Discovery PRB1780156 A Test Credential pop-up doesn't do any
verification for the IP Address and allows
anything through to the probe, with either
non-specific errors or event successful test
results back
Discovery PRB1785461 The DeviceL3Mapping script include has
an invalid query, resulting in Layer 3 IP-IP
relation not being created
Discovery PRB1791352 The External Communication Channel
(ECC) queue related list count is a
mismatch for a Discovery status
Discovery PRB1725762 Discovery remains active if one of the
multipage inputs is skipped
Discovery PRB1786484 RunningProcessReconciler marks
redundant update processes as absent
Discovery PRB1764921 Master account details are missing from
pre-pattern execution details, causing it
to make additional API calls
Discovery PRB1821160 A scripted deletion strategy is triggered
for the keep strategy
Discovery PRB1761883 Discovery perf metrics rollup by build
doesn't handle multipage correctly
Discovery PRB1744198 Not being able to debug a Discovery
pattern results in the error 'This field is
required: cloud_cred_alias'
Discovery PRB1794900 AWS Oracle RDS License 'value' is empty
during AWS RDS Discovery for the Oracle
database
Discovery PRB1787816 AIX Server os_version is populated
incorrectly by the UNIX - OS sensor script
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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.
 Problem category Problem Short description

Discovery PRB1814647 Missing condition for service

Discovery in DiscoveryStatus
ExternalDependencies.does
ServiceMappingHaveWorkLeft
Discovery PRB1807630 HTTPClassyProbe creates bad credential
affinities
Discovery PRB1833735 Azure Cloud Discovery schedules aren't
considering the member accounts that
are selected when creating the Discovery
schedule via the 'Discovery configuration'
page
Discovery PRB1808843 ApplicationDependency Mapping.map()
is called for each Discovery device history
Discovery PRB1799862 Applicative credentials are logged as
clear text in acc.log
Discovery PRB1789364 'Discover Datacenter' isn't working post-
Washington DC upgrade
Discovery PRB1835802 Discovery is incorrectly classifying
Cisco routers as switches for OID
1.3.6.1.4.1.9.1.469
Discovery PRB1773369 Model for set Cisco SNS 3500 Series
Appliance set to IP Switch
Discovery PRB1782252 Enhances ADM (ADME) running
linux_netstat_command.sh is unable to
capture 'listening on' details for running
processes
Discovery PRB1779642 CIM probe for storage servers isn't
triggered when wbem_delay=true and
there are more IPs for other types of
devices (switches, Linux OS, etc.) in the
schedule
Discovery PRB1614055 Uninterruptable power supply (UPS)
Discovery doesn't populate 'Discovery
Source' and 'Most Recent Discovery' for
alarms, inputs, and outputs
Discovery PRB1779627 Added logic which would cause
Enhanced ADM (ADME) to error out
Discovery PRB1761894 The 'response canceled' error string noted
in input ecc_queue despite successful
orchestrated pattern executions
Discovery PRB1833554 IP exclusion doesn't work as expected
when the schedule contains an IP net-
mask alone
Discovery Probes PRB1790391 HP-UX Server object identifiers (OID) try to
and Sensors launch switch/router patterns

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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.
 Problem category Problem Short description

Discovery Probes PRB1785994 Serial-to-Ethernet devices and should not

and Sensors trigger a 'Network Switch' pattern
Document PRB1703041 Checkbox values aren't copied to a
Intelligence target record
Unified Backend
Document PRB1792931 In Application Portfolio Management,
Management and on artifacts, the share document link
isn't working
Document PRB1823978 When placing the SVG only next to the
Management low left corner, the x and y size seem to
Services default to 0 when they grow beyond a
certain limit inside the page
Document PRB1719201 PDFGeneratorUtils Paragraph is unable to
Management handle long URLs
Services
Document Viewer PRB1766441 A Japanese translation of
Key='download' in the sys_ui_message
table has an additional halfwidth space
from Vancouver
Document Viewer PRB1772759 The UI Action for Delete modal of
Attachment in a Workspace isn't
translated
Document Viewer PRB1799202 Export Database View leads to an empty
PDF
Document Viewer PRB1793774 Nodes failing to synchronize after
nodes restart with the message
'Could not define Scriptable class
DocumentPermalink for extension point'
Document Viewer PRB1774417 Document Viewer doesn't reset the page
when opening the same PDF with a
different user
Dynamic PRB1811377 Process failure when using the Workforce
Scheduling Optimization (WFO) feature to schedule a
task under dynamic scheduling
Dynamic PRB1827613 An error occurs when auto-assigning the
Scheduling Work Order Table (WOT) from the list
Dynamic PRB1801958 Localization and missing sys_ui_messages
Translation configuration issues
Dynamic PRB1801796 A pre-topic Discovery topic shouldn't be
Translation discoverable
Dynamic PRB1805756 A message containing a URL should be
Translation translatable
Dynamic PRB1825179 Users get an error message when creating
Translation the setting as part of the localization
framework

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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.
 Problem category Problem Short description

Dynamic PRB1809302 Some NLU Virtual Agent topics

Translation for use gs.getMessage instead of
Virtual Agent gs.getMessageLang which result in mixed
translations with Dynamic Translation
Dynamic PRB1800384 Adapter conversations with Dynamic
Translation for Translation for Virtual Agent (DTVA) and
Virtual Agent Dynamic Translation for Agent Chat
(DTAC) enabled, images or links sent by
an agent in Chat Agent aren't delivered
until the conversation is closed
Email Notifications PRB1798974 There's an issue in custom notifications
where the affected record field isn't
saving a CI with a special character
Email Notifications PRB1784027 Japanese numbers display as symbols in
the filenames of successfully attached
files via email
Email Notifications PRB1814755 The list-unsubscribe field isn't encoded
properly, breaking RFC (Remote
Function Call) with lines exceeding
1000 characters, which breaks DKIM
(DomainKeys Identified Mail) signing for
outbound mail
Email Notifications PRB1800853 The condition of a subscribed notification
doesn't support the OR clause
Email Notifications PRB1774019 The Document Viewer in the Email Viewer
in the Workspace doesn't display certain
file types
Email Notifications PRB1791495 In inbound email processing, 'Disabling
Subject' classification disables the 'In-
Reply-To' header classification
Email Notifications PRB1769083 Email Digest on HR cases encounter an
email validation error
Email Notifications PRB1647321 MIME-type restrictions don't check
attachments added by email
Email Notifications PRB1787517 Setting an event name in notification
records also updates the Event field
Email Notifications PRB1766694 Email reply separators don't work for HR
related emails
Email Notifications PRB1793964 Notification variables that use the :n
parameter don't correctly display SMS
data
Email Notifications PRB1782506 Copying and pasting the 'caller' email
to the Recipient or Cc field shows the
error, 'Some problem in fetching details
of recipient' when composing an email in
Workspaces

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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.
 Problem category Problem Short description

Email Notifications PRB1788940 Sent mailbox has emails with Type=sent

but State=Ready
Email Notifications PRB1792310 Inbound emails that are signed and
encrypted have an invalid signature with
the S/MIME plugin
Email Notifications PRB1739540 EmailClientTemplate doesn't populate the
Recipient List record on the Email Client
Email Notifications PRB1788790 Emails are set to 'send-ignored' when
an email personal name has non-ascii
characters
Email Notifications PRB1775851 Email Client loads a sys_id in the CC field
in a sc_task form
Email Notifications PRB1775442 The tooltip isn't translated when hovering
over 'Quick Messages' in the Workspace
Email Client
Embedded Help PRB1825324 Default values for properties in the base
instance need to change due to the
docs sites' URL change
Employee Service PRB1828671 The 'Populate Taxonomy Content Order'
Center job generates a large and long running
query leading to high history lest length
(HLL)
Employee PRB1766037 The 'Search within Topic' page doesn't
Taxonomy return results in the Employee Center
Framework when the topic name has special
characters
Encryption PRB1788684 The module key isn't generated after the
Support import token is uploaded for Column
Level Encryption Bring Your Own Key (CLE
BYOK)
Encryption PRB1826849 Admin users are unable to write into a
Support script field on the sysauto_script table
Enterprise PRB1711624 An upload version isn't working for
Architecture an architectural artifact to create an
architectural artifact version
Event PRB1789620 Using the percent symbol in an event rule
Management breaks the description
Event PRB1786642 Characters like '\n' (new line) are ignored
Management and multiple consecutive spaces are
replaced by one in the string value of the
Description Event payload attribute
Event PRB1796928 IT alerts are created or updated from
Management anomaly events instead of anomaly alerts
Event PRB1768681 Add protection when processing alerts
Management with large additional info

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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.
 Problem category Problem Short description

Event PRB1688635 System Center Operations Manager

Management (SCOM) limits the value of 'context' to 540
characters
Event PRB1794227 The Business Rule 'Close associated
Management incident' creates an empty task if the
incident attached to the alert is deleted
during execution
Event PRB1786196 Service map shows an 'OK' severity while
Management severity is actually critical
Event PRB1730330 Missing option to disable calculation of
Management probable root cause based on change
requests on application services
Event PRB1814491 SCOM Bi-directional Connector fails
Management with the message 'failed to run 3PC
java.lang.ClassCastException: class
org.mozilla. javascript.Undefined can't be
cast '
Event PRB1782165 Duplicate base instance buttons on
Management cmdb_ci_query_based_service
Event PRB1786266 metric_value isn't populated properly
Management
Event PRB1784855 Stale em_monitor_state once monitored
Management entries are regenerated
Event PRB1772901 There's an out of memory error in Alert
Management Priority when an alert has high number of
child alerts
Fenix (Family) PRB1803849 The Fenix job isn't working when an
instance has a vanity URL set up
Field Normalization PRB1817181 The coalescer job reads an arbitrary
number of sys_ids into memory
Field Service PRB1827771 Sm_config records are updated randomly
Management with new versions
Financial PRB1785604 'Update CI List' for a CI Rate Card doesn't
Management show the 'Items to be Added' list
Flow Engine PRB1797502 Excess records are kept in sys_flow_value
when reporting isn't set to 'FULL'
Flow Engine PRB1792828 Possible data leak and race condition
due to a mutation in the compiled flow
Flow Engine PRB1733404 Users can't access the multi-answer
records when iterating thorough the
decision answers
Flow Engine PRB1820808 EventInfo should be mutable and
EventInfo parameters can have null
values

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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.
 Problem category Problem Short description

Flow Engine PRB1794867 Encountered 'error while parsing

metadata for attachment' when invoking
consecutive REST calls with MID in a flow
Flow Engine PRB1761922 Low priority flows can consume all workers
and block high priority flows
Flow Engine PRB1773799 Decision table output throws an
error reading, 'java.lang.Index
OutOfBoundsException: Index 1 out of
bounds for length 1'
Flow Engine PRB1713515 Some of the orders don't move to 'In
progress' from the 'Acknowledged' state
with auto-approval enabled when the
rate of order creation is high
Flow Engine PRB1817474 An error message exists even after a retry
is successful and the status code is 200
Flow Engine PRB1812566 Subflow outputs aren't passed to a
callback when a subflow ends on MID
Flow Engine PRB1770528 A flow can start on another node before
the flow inputs are persisted to the
database
Flow Engine PRB1790120 If the sys_flow_context table size is above
100 million during an upgrade from
Vancouver, Flow Engine V2 new columns
aren't added
Flow Engine PRB1832181 Password2 decryption fails in Engine V2
after returning from the MID server
Flow Engine PRB1814015 A template isn't applied properly on the
corresponding table fields through Flow
Designer
Flow Engine PRB1791609 A 'Script: undefined' error message
appears when the user selects the Restart
button from the sys_flow_context record
Flow Engine PRB1794986 The table cleaner rule on
'sys_flow_context_inputs_chunk' isn't
deleting records due to the 'disable table
cleaner' dictionary attribute
Flows (Family PRB1783625 The data pill of the 'If' condition inside 'For
Channel) Each' doesn't renumber when a new step
is added before 'For Each'
Flows (Family PRB1813141 fd_data doesn't read the object from the
Channel) Create Task action
Flows (Family PRB1783808 In Flow Designer's UI, an unformatted
Channel) JSON string is used as a message_body,
throwing: 'Content Not Found - Your flow
can't be found. Flow sys_id: Inv'' error

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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.
 Problem category Problem Short description

Flows (Family PRB1784060 The 'System logs' table is flooded with

Channel) the message 'Flow Designer: Credentials
sys_id'
Flows (Family PRB1789319 XML output isn't in the correct order on a
Channel) payload builder step
Flows (Family PRB1821838 Users can't have scripted values for inputs
Channel) of dynamic flow logic
Flows (Family PRB1730817 The flow enters an error state when it
Channel) returns from the MID server and executes
the 'wait for condition' action
Flows (Family PRB1806316 Selecting 'Advanced Options' in a flow
Channel) with run users results in a blank screen
Flows (Family PRB1828754 The 'Update record' action on the V26.1.3
Channel) didn't display record information as
expected
Flows (Family PRB1749511 An error occurs in a log when trying
Channel) to create a template by adding Slack
Actions, such as 'Look Up User', and is
unable to save the action
Flows (Family PRB1818098 A flow with SLA task trigger runs 3 times,
Channel) and executions display 1 complete and 2
errors
Flows (Family PRB1793363 After applying an upgrade
Channel) plan, the script include
'FlowDesignerContentFiltering' doesn't
work
Flows (Family PRB1794619 Reference values in Template fields aren't
Channel) properly stored
Flows (Family PRB1782149 The warning message 'Encountered
Channel) undeclared output variable' appears
when executing an action
Flows (Family PRB1775013 The changed fields data pill, 'Previous
Channel) Display Value', aren't working as
expected for Glide_list
Flows (Family PRB1787937 In the Flow Designer execution log, users
Channel) are unable to see all the iterations in a
nested 'for' loop
Flows (Family PRB1769794 The Flow Designer sets the true/false input
Channel) parameter to 'false' in Xanadu
Flows (Family PRB1770864 A slushbucket is displaying as empty in
Channel) Flow Designer
Flows (Family PRB1820918 A flow warning when completing a
Channel) change task displays a warning: 'Runtime
value key must be non-null'

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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.
 Problem category Problem Short description

Form Builder PRB1779701 An analytics form-field decorator icon isn't

aligning as expected on incident forms
when Next Experience is enabled
Form Controller PRB1800307 Agent Workspace links are defined as
buttons in the 'Profile' page
Form Controller PRB1801102 A screen reader announces an incorrect
search result count when typing in the
'Search by name or case number' combo
box
Form Controller PRB1788200 A UI policy on fields with a default value
isn't working properly in the portal but is
working fine in the native UI
Form Designer PRB1769298 The Publish Translations button on the
sn_lf_comparison_ui UI page is stuck if the
content preference of GlideModal is a
large size
Form Designer PRB1775459 A menu field search in a form in a
Workspace is different than in the
platform
Form Designer PRB1789133 A form-embedded table selection
pop-up is hidden upon upgrading to
Washington DC
GlideRecord PRB1732507 GlideRecord.updateMultiple() can
generate a different SQL query
compared to GlideRecord.query() when
an encoded query is used
GlideRecord PRB1775257 GlideRecord.applyEncodedQuery() with
a translated text field can result in a non-
English translation to be stored in the base
table instead of the sys_translated_text
table
GlideRecord PRB1649954 Irregular filtering on reports that follow a
report (pie chart) interactive filter
GRC Platform PRB1817099 Knowledge articles created for policy
Plugins records have the author value set to
'System'
GRC Platform PRB1711138 Audit Management has an incorrect
Plugins language attribute for non-English users
Guided PRB1772070 Custom application logos break when
Application moving between instances
Creator
Guided Tour PRB1763958 After enabling Next Experience, the
Designer guided tour fails at the 'Click on Run' step
Guided Tours PRB1793649 A tour isn't triggered from the portal and a
console error is displayed

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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.
 Problem category Problem Short description

Guided Tours PRB1675866 Tooltips and UI messages aren't translated

Guided Tours PRB1774385 VoiceOver doesn't announce the name
and role of the 'Stop Guided Tour' dialog
Hardware Support PRB1803070 There's inconsistencies in keyboard
and Reliability shortcuts
Health Log PRB1808558 Some Health Log Analytics (HLA) poller
Analytics (Family) data inputs aren't using the proxy
configured for MID
Health Log PRB1827423 Elasticsearch (ES) data input (DI) has slow
Analytics (Family) read throughput
Hermes (Family) PRB1805189 Info logging in KafkaConsumerRegistry
(create/close) is estimated to cost $20K/
year in Splunk costs
History Set PRB1807607 ErrorLogStatsCollector and
SyslogStatsCollector prints warning
messages for JRobin database
History Set PRB1806563 Duplicate comments are observed
intermittently even after enabling a fix
Horizon PRB1750876 The UI Builder 'Date-time' component
Component partially displays data in the system's
Library preferred language, but not in the user's
preferred language
Horizon PRB1764015 The Collab Chat > Discussion Info >
Component Subject tooltip doesn't close unless the
Library user presses 'escape'
Horizon PRB1727953 A Workspace page is stuck when trying to
Component move from 'Home' to 'List' on the landing
Library page
Horizon PRB1741381 The full path to a selected value doesn't
Component display
Library
HR Service PRB1779062 ML solution record in the cluster
Delivery definition 'ml_sn_global_cases_need
_knowledge_cluster' isn't generated even
when the job ' [Knowledge Curation]:
Generate Case Clusters' is executed
HR Service PRB1820502 The Employee number field doesn't sync
Delivery from the user to the HR profile
HR Service PRB1763509 The Name field in the sys_template
Delivery dictionary is moved to the HR scope
HR Service PRB1803832 When an employee relations case is
Delivery closed, the Description field is hidden
HR Service PRB1773812 An activity set triggers when not
Delivery expected

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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.
 Problem category Problem Short description

HR Service PRB1701340 With the system property

Delivery 'sn_hr_core.impersonateCheck' set to
true, users @mentioned in the comments
or work notes can't see the record
HR Service PRB1664859 gs.getUser.hasRole() returns false for
Delivery elevated roles
HR Service PRB1805904 Field ACLs on the 'Interaction' table in the
Delivery 'Advanced Work Assignment for HRSM'
application scope aren't present on the
instance
HR Service PRB1817290 HTML is stripped when using Copy to
Delivery Clipboard on the 'Response' template
HR Service PRB1768618 An HR Agent Workspace checklist doesn't
Delivery refresh after adding a checkbox element
HR Service PRB1788794 The 'Scratchpad: Show HR Service Fields'
Delivery business rule is causing errors in system
logs
HR Service PRB1773138 There's a performance issue on an HR
Delivery Case form due to the related lists 'Cases
for Subject Person' and 'Cases Opened
for User'
HR Service PRB1758471 If the user doesn't have access to
Delivery the parent case, 'Assigned to' and
'assignment group' HR cases are
changing when the HR task is moving
from 'Ready' to 'WIP' using the UI action
Start Work
HR Service PRB1786475 The Create case button isn't displaying
Delivery for employee relations cases in Agent
Workspace for users in case restriction
configurations
HR Service PRB1806235 The Lifecycle Enterprise scope isn't
Delivery readable for sn_hr_le.case_writer users
HR Service PRB1769848 There's an empty Element ID field in the
Delivery sys_journal_field table when creating an
incident from Universal Request
HR Service PRB1789021 Performance issue when there are many
Delivery sysapproval_approver records assigned
to one user
HR Service PRB1811105 Users are unable to
Delivery create accommodation
[sn_hr_er_accommodation] records
referencing non-Employee Relations
cases

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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.
 Problem category Problem Short description

HR Service PRB1760021 Inconsistent behavior of column level

Delivery ACL of the admin override property for
sn_hr_core_case table
HR Service PRB1713564 The 'SC Categories' widget's count
Delivery Case number is incorrect
Management for
Lifecycle Events
HR Service PRB1793474 A discrepancy between instances related
Delivery Case to the dictionary field Restricted access /
Management for Locked deployed from sn_hr_er
Lifecycle Events
HR Service PRB1768769 In HR Agent Workspace, playbook cards
Delivery Case of the untriggered activities don't reflect
Management for the current system's language
Lifecycle Events
HR Service PRB1781549 There's a Canvas error when opening an
Delivery Case email attachment from an HR LE Case in
Management for HR Agent Workspace
Lifecycle Events
HR Service PRB1793794 'Editing Assigned To' via a list isn't editable
Delivery Case for HR agents for HR lifecycle events'
Management for cases
Lifecycle Events
HR Service PRB1784154 The 'Create And Send Adobe Sign
Delivery Agreement' subflow uses a deprecated
integration with action
Adobe Sign
HTML Field Type PRB1796117 The copy and paste function isn't working
Editor as desired
HTML Field Type PRB1810476 An extra space displays when a client
Editor script makes an HTML field read-only
HTML Field Type PRB1773479 Users are unable to attach an image to a
Editor KB article template in Service Operations
Workspace
Identification and PRB1798036 A null point error should be fixed in
Reconciliation API PayloadDeduplicator.java, the logging
related to failures caused by multiple
items in the same payload with the same
source native key should be improved
Identification and PRB1780344 Reconciliation rules with a filter aren't
Reconciliation API working
Identity PRB1833655 A SCIM user who gets an endpoint has
performance issues
Import Set API PRB1655725 Base instance business rule, 'Update
Import Set Complete', appears to be
run unnecessarily, causing performance

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478
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.
 Problem category Problem Short description

degradation for Synchronous Imports,

due to the filter conditions of the query
generated
Inbound Email PRB1790639 Attachments aren't displaying in 'Manage
Actions attachments' in the HR records for
inbound emails
Inbound Email PRB1770070 A sys_attachment is adding '[object
Actions GlideRecord]' under the table name for
universal requests
Incident PRB1779720 The Open in Dependency Views button
Management doesn't have role=button
Incident PRB1820577 In Xanadu, the email scripts
Management incident_assigned_to and
incident_assigned_to_you don't consider
language translation
Incident PRB1792555 A base instance email notification
Management triggered in the Workspace is invisible
when the dark theme is enabled
Incident PRB1801533 The 'Cascade closure of Incident Tasks'
Management business rule increments [incident_task]
records for the Number field
Incident PRB1806120 The 'Application Service Populated by
Management Dynamic' CI group is unpacked
Innovation PRB1824475 An HTML type field toolbar option is
Management missing in an Xanadu upgrade
Install Base PRB1786211 The 'Account Page (Case View) Sold
Management Product' related list must be updated with
the default filter condition
Instance Data PRB1780273 There's a NullPointerException (NPE) in
Replication (IDR) the IDRProducerJob which prevents
the cursor from advancing and halts all
replication
Instance Data PRB1726801 A consumer replication entry isn't
Replication (IDR) found for a table sys_attachment or
sys_attachment_doc
Instance Scan PRB1797592 Running a scoped app scan through
the Continuous Integration/Continuous
Delivery (CICD) spoke returns different
results than running it manually
Instance Scan PRB1769556 The State field on 'Scan Task' records mark
the form inactive when changing to the
'On Hold' state
Instance Security PRB1812211 A flow isn't coming in the scan finding
Center (no longer even though Glide Encrypter is present
supported)

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479
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.
 Problem category Problem Short description

Integration PRB1817367 Authentication isn't working when a KID

Authentication isn't received in a token but is available in
a well-known configuration
Integration Hub PRB1821284 The 'Transform' script isn't executed in
engine v2
Integration Hub PRB1780194 A data stream action fails with 'Undefined
Schema' when a dynamic object is used
as an output in a Washington release
Integration Hub PRB1784518 The 'Retry' policy doesn't retry for a
connection timeout
Integration Hub PRB1780698 There's JDBC step connections issues with
the Sybase database
Integration Hub PRB1733045 The error 'JSONObject['value'] not found'
appears when using the Slack webhook
with Flow Designer for the Post a message
action
Integration Hub PRB1832371 Unable to decrypt a password which is
encrypted with ParameterEncrypter
Integration Hub PRB1792336 An HR task is closed with a 'Closed
Incomplete' state instead of 'Closed
Complete', unlike its parent HR case
Integration Hub PRB1780355 The Override Default Port field value in an
ADv2 connection record isn't picked up in
flows and actions with the PowerShell step
Integration Hub PRB1775463 There's a data stream action when JDBC
requests retrieves more than 20 records
when run from the Test button
Integration Hub PRB1774674 There's an incorrect data type for an
action output, which returns a blank
output
Integration Hub PRB1782980 The script-side StrictReject map for the
Glide_hub_flow_ engine_Glideencrypter
crypto module causes an 'access denied'
error
Integration Hub PRB1826240 Logging from HubKafkaProducer is
Stream Connect building up disk space for a syslog table
Interaction PRB1813985 On an interaction record, the Create
Management API incident UI action doesn't copy all of the
attachments
Interactive Filters PRB1765505 There's numerous RhinoEcmaErrors posted
in the logs
Interactive Filters PRB1837354 Filters no longer support reference list
types

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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.
 Problem category Problem Short description

Interactive Filters PRB1779331 Incremental search doesn't work in

'Select Multiple Input' when using the 'OR'
condition
Internationalization PRB1787388 After upgrading to Washington DC,
Features getDisplayValueLang() doesn't return the
expected results
Internationalization PRB1773540 The sys_documentation plural is set to 's'
Features if an instance is set in a language other
than default
Internationalization PRB1794234 'Gs.getMessage()' returns the incorrect
Features record when a similar record exists where
the CODE field is populated
Internationalization PRB1809283 getDisplayValueLang() isn't returning
Features translated records from the sys_choice
table
Investment Portal PRB1793722 The Budget field displays the value in GBP
instead of USD on the Investment Portal
JVM at Scale PRB1783344 MetaspaceSize is set instead of
MaxMetaspaceSize
Key Management PRB1681795 There's a response time spike for an
Framework (KMF) authorization check during a 20 K agents'
test
Key Management PRB1777352 Cloned data encrypted by a revoked key
Framework (KMF) on a source isn't properly decrypted on
target
Key Management PRB1771941 The existing script include in the Smart
Framework (KMF) Operations application requires access to
the Key Management Framework script
include 'sn_kmf.ScopedRevokeCertificate'
Key Management PRB1762398 The database view
Framework (KMF) 'sn_kmf_crypto_user_policy' fails on
Postgres instances
Key Management PRB1610580 Next Experience dark theme issues
Framework (KMF)
Key Management PRB1794818 Vancouver instances with Washington DC
Framework (KMF) data may fail to come online after being
upgraded to Xanadu
Key Management PRB1798919 A null pointer exception is observed when
Framework (KMF) the input text for SYMMETRIC_ENCRYPTION
contains ':'
Key Management PRB1792500 The u_crypto_specification_list Reference
Framework (KMF) Qualifier Condition isn't being updated
upon upgrade
Knowledge PRB1831035 A KB isn't displaying the latest category
Management updates

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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.
 Problem category Problem Short description

Knowledge PRB1761530 'Articles updated in the last 30 days'

Management displays an incorrect number of
knowledge base articles
Knowledge PRB1810451 The Preview Article with Blocks UI action
Management doesn't work as expected
Knowledge PRB1793096 Agent Assist isn't opening an attachment
Management as expected
Knowledge PRB1796353 The Knowledge Base 'Most recent tasks'
Management has duplicate tasks
Knowledge PRB1815949 Screen readers fail to announce the
Management group label 'Most viewed articles'
Knowledge PRB1815536 There's an incorrect ACL description for
Management activating/deactivating knowledge
base categories, and it should include
CanContribute and CanRead users
Knowledge PRB1799957 'Add a comment/leave a comment' is
Management displayed on the kb_view page (itil view)
when the KB article is in the 'Published'
state only
Knowledge PRB1758385 The 'Update Replacement Article
Management References' business rule runs recursive
Knowledge PRB1790956 The replacement article feature isn't
Management working with versioning when a URL
contains a sys_id
Knowledge PRB1770500 A knowledge version dropdown isn't
Management visible when an article is in the 'Draft/
review' state
Knowledge PRB1791996 Fix for empty attributes in the TinyMCE
Management Version 6 upgrade
Knowledge PRB1768407 The Request Translation UI action can
Management be used multiple times for the same
language on any knowledge article that
has a version higher than 1
Knowledge PRB1797234 Two sections on a knowledge template
Management are displaying in the same paragraph
Knowledge PRB1786651 The user hasn't updated a Knowledge
Management Base (KB) article, but it shows as 'updated
a while ago'
Knowledge PRB1787754 The Ignore collection button on the
Management demand insight dashboard isn't updating
records
Knowledge PRB1798961 The 'Demand Insight' dashboard for
Management incidents isn't displaying for Xanadu
Knowledge PRB1802359 The 'Knowledge Management Overview'
Management dashboard is missing
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482
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.
 Problem category Problem Short description

Knowledge PRB1799143 An external user using the supplier

Management portal in a Chrome browser visiting
the 'Knowledge' page sees the list of
knowledge articles along with a book
icon that's alt text is read by a screen
reader
Knowledge PRB1820355 A knowledge record isn't found
Management when using a record number in a
sysparm_article in an URL and the record
is a child table of kb_knowledge
Knowledge PRB1770302 In Customer Service Management
Management Workspace, article translation isn't working
Knowledge PRB1805967 The View as user functionality doesn't
Management display the language picker on the
'Article' form if the manager doesn't have
access to the parent article
Knowledge PRB1780330 When deleting a ranting record in
Management kb_feedback, the article still has the
ranting value
Knowledge PRB1746023 There's a navigation issue when using
Management 'Article Template Selector' to create an
Advanced article on the platform
KPI Details PRB1824277 There's an error in target configurations on
Analytics Hub
Language and PRB1759629 The Japanese translation for 'In Review' is
Translations incorrect
Language and PRB1745536 The Japanese translation for the Close
Translations Task button is incorrect after upgrading
Service Operations Workspace ITSM
Applications's version to 4.1.0
Language and PRB1799672 Unable to translate tooltips 'Submit
Translations Search' and 'Clear recent search:' in the
Typeahead Search widget on the portal
Language and PRB1767102 There's an incorrect translation for a tab
Translations label
Language and PRB1785458 The German translation isn't as expected
Translations for 'users'
Language and PRB1758530 Field labels aren't as expected for
Translations German translations
Language and PRB1732908 There's a French language translation
Translations issue with the word 'Corriger' after
upgrading
Language and PRB1732930 There's French language translation issues
Translations with the word 'Terminer' after upgrading

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483
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.
 Problem category Problem Short description

Language and PRB1730640 The translation of the label 'State'

Translations in German is incorrect, displaying
'Bundesland/Kanton'
Language and PRB1787884 There's a translation error on automatic
Translations session expiry in the activated German
language package
Language and PRB1767782 In the Japanese translation of the
Translations sys_ui_message table, the 'key:
completed' message is translated
incorrectly from '完了' to '完了日時'
Language and PRB1790479 The field label 'To' isn't translated into
Translations Japanese on the 'Announcement' table
Language and PRB1766928 The Japanese translation of
Translations 'sys_mod_cont' is incorrect
Language and PRB1835314 Search isn't working as expected in the
Translations sc_cat_item table when a catalog item is
created in non-English, and is updated in
the English language only in an Oracle DB
instance
Language and PRB1771285 There's an incorrect German translation of
Translations 'content' in the sys_ui_message table
Language and PRB1767922 On the dashboard calendar element, the
Translations German translation for 'day' and 'month'
aren't given anymore
Language and PRB1791541 There's an incorrect German translation
Translations for 'Last sync with store'
Language and PRB1791464 There's multiple mistranslations in
Translations Environmental, Social, and Governance
(ESG) Workspace
Language and PRB1782092 In the Thai language, there's extra
Translations brackets for the Rename button in both
the prefix and suffix
Language and PRB1734668 On a change request form, 'Authorize' has
Translations different Japanese translations displayed
on Flow formatter and the State field
Language and PRB1657392 The French translation of 'todos' is
Translations incorrect
Language and PRB1769027 Kyrilian letters in a Swedish translation
Translations
Language and PRB1790665 Date picker variables in portal glitch
Translations when making a selection in a French
language session when 'Day of week' is
set to Monday

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484
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.
 Problem category Problem Short description

Language and PRB1773807 In Catalog Builder, the choices for

Translations the name of the Submit button aren't
correctly translated in German
Language and PRB1772198 A 'YYYY-MM-DD' message is translated
Translations incorrectly in French
Language and PRB1777958 There's a missing Norwegian translation for
Translations 'Lists' in Configurable Workspace
Language and PRB1778076 There's an incorrect translation for the
Translations 'next maintenance schedule' key for the
French - Canada language
Language and PRB1738398 Incorrect translation of the UX List
Translations Category (sys_ux_list_category) 'Tasks' as
'Problemer' instead of 'Oppgaver' in the
Norwegian language
Language and PRB1790953 There's a discrepancy in translation entries
Translations for a sys_user with preferred_language
choices for different languages
Language and PRB1740940 The translation for '{0} y ago' is incorrect in
Translations the Norwegian language
LDAP integration PRB1769261 LDAP errors are reported as 'INFO' in the
agent0.log file
Lifecycle Events PRB1797927 When activity set context records are
inaccessible, activity sets with the date
type 'trigger' are triggered even when the
conditions aren't met
Lifecycle Events PRB1816966 Script include hr_ActivitySet triggers a slow
query
Lifecycle Events PRB1781489 A reference qualifier on the Catalog item
field on the 'Activity' table allows Record
Producer to be selected
Lifecycle Events PRB1797841 Reports can't be shared in the Lifecycle
Events Enterprise scope
Lifecycle Events PRB1828561 The Lifecycle Event testing feature may
error when there are a large number of
activities or activity sets
Lifecycle Events PRB1794815 Activity sets error out when the activity
field mapping refers to a menu with no
value set
List Administration PRB1817887 The Ctrl + A shortcut doesn't work for
selecting choices in a filter for Windows
List Administration PRB1724625 A hint displays a value of a different
line in a Workspace when moving the
cursor through the up/down key on the
keyboard

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485
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.
 Problem category Problem Short description

List Administration PRB1787584 The multiple-sorting feature isn't working in

a Workspace
List Administration PRB1809729 When opening the database view record
from a list, the view isn't the same as the
list
List Administration PRB1831052 A screen reader fails to announce the
loading status and filtered results
List Administration PRB1790302 The user isn't able to toggle the currency
on Workspaces
List Administration PRB1783350 In Service Operations Workspace, header
info isn't announced for the Cell Filter
button when navigating in a list
List Administration PRB1826163 A list declarative action isn't working in
the 'New List' page template
List Administration PRB1790759 For extensible lists, removing a filter on the
GroupBy list returns an error
List Administration PRB1800573 GlideTransaction isn't allowed in scoped
applications when trying to access any
record in the 'My UX' list (sys_ux_my_list)
List Administration PRB1817332 Non-admin users are unable to remove
tags from the list view for Workspaces
List Administration PRB1778664 In a Workspace list, an error is thrown
even though there's no issue: 'rows
removed from this list by security
constraints'
List Administration PRB1818512 The list UI action Remove Tag isn't working
List Administration PRB1784038 When navigating Dashboard > List >
Simple widget, users are unable to add
more than 5 columns to the list
List Administration PRB1821700 On an extensible list, users are unable to
create an incident
List Administration PRB1823795 The Assigned to field incorrectly accepts
arbitrary email addresses when list editing
in a Workspace
List Administration PRB1766624 The term '_Copy' that is appended to
the end of Workspace lists' titles isn't
translated when using 'Save as'
List Administration PRB1795815 Sum isn't working on the list type reports
and isn't aligned properly
List Administration PRB1776103 Column personalization isn't working
List Administration PRB1795793 A concatenation issue causes a grammar
error in some target languages

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486
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.
 Problem category Problem Short description

List Editor PRB1708419 Edit of choice list fails at cmdb_ci list on

the extended table's field
List Filters PRB1776207 The translation of sys_filter is stuck in one
language
List Search PRB1763145 Search behavior changed to 'Starts with'
in Washington DC when adding columns
to a list view in Configurable Workspace
List Views PRB1799889 Users aren't able to set a view for a 'Quick
edit' form
List Views PRB1805254 A Workspace list displays a truncated
date/time value when the month token is
'MMM'
Localization PRB1792674 The string 'updated_capital' is incorrectly
Framework disambiguated
Localization PRB1833815 The Source Code button in translations
Framework doesn't display code and is blank in
Xanadu
Major Incident PRB1780126 The read ACL 'incident.actions_taken' is
Management using an itil role instead of fine-grained
roles
Major Incident PRB1791586 A blank choice appears when adding
Management a collaborative communication task
in the Major Incident Workbench after
upgrading the Service Operations
Workspace (SOW)
Major Incident PRB1800008 Sn_incident_read + comm_plan_admin /
Management Sn_incident_read+comm_plan_manager
aren't able to compose a communication
task but are able to initiate a
'Collaborate' task
Major Incident PRB1790971 Resolution code choices aren't in the
Management correct sequence/order
Managed PRB1774735 Focus isn't working as expected on dialog
Documents boxes in managed documents
MetricBase PRB1728947 Registering a large number of triggers with
Clotho causes some triggers to not get
registered
Metric Intelligence PRB1766872 The exception thrown during
(Family) TimeSeriesModelLearner
Service.runModelComparisonJob()
prevents the training results from being
saved
MID Server PRB1763232 'Host core count' MID Server displays the
number of processors as opposed to the
number of cores

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487
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.
 Problem category Problem Short description

MID Server PRB1791982 Configure.sh doesn't consider proxy server

settings
MID Server PRB1801758 The JEAUtils MID Server script reports that
a certificate is available even if it's not
found
MID Server PRB1790075 MID Server fails to process config_publish,
raising a null pointer exception
MID Server PRB1796306 The Windows Installed Software probe
doesn't honor the wmi_timeout when
using the WMI protocol
MID Server PRB1825232 The reload_credentials event triggers
a flush and the close of all in use
connections in ConnectionCache
MID Server PRB1813788 MID Servers go down when loading the
ecc_agent_property table
MID Server PRB1793947 SessionLimitHandler leaks 'sessions' after
Discovery cancellation
MID Server PRB1823815 MID Server resource reservation doesn't
work for PowerShell
MID Server PRB1799161 A Windows-hosted MID Server can't
discover itself
MID Server PRB1771741 Discovery of a device via WinRM fails with
invalid credentials
Mobile Experience PRB1817140 Menu choices are displaying all the
for Field Service values regardless of the logged in user's
Management language in the Mobile app
Mobile Platform PRB1801412 Using deprecated FCM field time_to_live
results in a silent push not being delivered
to Android devices
Mobile Platform PRB1813775 In Mobile Virtual Agent, Chathandshake
has an issue with global context data
passing
Mobile Platform PRB1806539 In incremental mode, a situation may
arise in which the same incremental
generation task for the same screen
and the same offline result is executed
multiple times, one after another
Mobile Platform PRB1649489 Selecting Submit navigates to the sys_id in
the 'add to drop off list' flow
Mobile Platform PRB1801996 Input form screens with scripted autofill
variables aren't properly supported in the
mobile 'offline' mode
Mobile Platform PRB1819193 'Screen field' isn't displayed in the
ServiceNow Mobile Agent due to
truncation
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488
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.
 Problem category Problem Short description

Mobile Platform PRB1767562 The Mobile URL function with record

context re-encodes the parameters of
URLs
Mobile Platform PRB1794493 Offline cache attachment docs aren't
deleted by the sys_auto_flush job after
deleting the respective attachments
Mobile Platform PRB1787462 Buttons/function instances that use
scripted variables causes instance
outages when in 'offline' mode
Mobile Platform PRB1811954 DocumentData aren't saved to the
SQLlite database
Mobile Platform PRB1818461 A list screen with the data item/list
configuration with the 'IS' condition on
a string field isn't displaying records that
match it in when in offline mode
Mobile Platform PRB1830851 The UI rule action with the operation type
'Set Mandatory' isn't reversible on the
Agent App
Multi-factor PRB1799411 Multi-factor authentication locks out users
Authentication
(MFA)
Multi-factor PRB1814364 Multi-factor authentication's flow is broken
Authentication after cloning from Vancouver to Xanadu
(MFA)
Next Experience PRB1789009 Users are unable to drag and drop items
Favorites Menu in a new custom group of the 'Edit your
Favorites' dialog
Next Experience PRB1823980 HTML wraps elements in <div> tags
integration with instead of semantic tags, which affects
Help accessibility
Next Experience PRB1789530 Multiple button and link controls lack an
integration with accessible label
Help
Next Experience PRB1774792 There's a Next Experience notification
Notifications Menu style issue
Next Experience PRB1786375 The Message heading field isn't
Notifications Menu required in the 'sys_notification_
next_experience_content' form, but the
feature breaks without it
Next Experience PRB1792732 Next Experience's impersonate is much
Unified Navigation slower than UI16's impersonate
Next Experience PRB1825781 An error isn't identified when a required
Unified Navigation field is empty in the 'Favorite added' pop-
up

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489
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.
 Problem category Problem Short description

Next Experience PRB1816636 There's an inaccurate name provided

Unified Navigation and the state is missing for the Notification
button
Next Experience PRB1798771 A screen reader announces a lot of
Unified Navigation information when the domain scope pop-
up is opened
Next Experience PRB1832975 Pressing the Back button shows two pop-
Unified Navigation up boxes after upgrading to Xanadu
Next Experience PRB1825876 Snc_external users can't pin their
Unified Navigation navigation menus like 'All', 'Favorites',
'History', or 'Workspaces'
Next Experience PRB1768697 Avatar tooltip in Next Experience isn't
Unified Navigation translated (or translatable)
Next Experience PRB1820116 Applications in a configured menu don't
Unified Navigation display after the user switches domains
Next Experience PRB1767291 Dictionary entry override records have
Unified Navigation text and backgrounds in a white color in
the dark theme
Next Experience PRB1774879 Next Experience keyboard shortcuts for
Unified Navigation applying focus aren't working, including
'Global search', 'Main content of a page',
and 'Breadcrumb navigation'
Next Experience PRB1822620 The system timezone sys_choice value
Unified Navigation isn't updated from the update set
Next Experience PRB1779558 A domain with children whose entire
Unified Navigation hierarchy is turned off still appears in the
domain picker
Next Experience PRB1827934 Next Experience App Shell
Unified Navigation doesn't navigate to an external
URL from SN_SEARCH_INPUT
_WRAPPER#ITEM_SELECTED
Next Experience PRB1798238 The 'Enable Keyboard Shortucts' tooltip
User Menu contains several accessibility issues for
non-sighted/keyboard-only users
Normalization PRB1763244 Core_company records are updated
Data Services without an actual data change in
CanonicalUpdater
Notification PRB1744300 A notification badge doesn't appear until
Preferences the tray (sn-contextual-menu) is opened
with Next Experience turned off
Notification PRB1806559 A complete list of subscription
Preferences notifications isn't displayed in the drop
down list
Notify PRB1772835 An invalid user isn't highlighted in red on
the 'Notify conference call' modal

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490
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.
 Problem category Problem Short description

Notify integration PRB1792157 The TimeOut attribute isn't passed over

with Twilio Direct in a dial action (Forward Call) action to
Twilio
Now Experience PRB1794726 In Service Operations Workspace, the
Framework removal of tags from a record isn't
working as expected
Now User PRB1761257 There's a missing translation for the words
Experience 'Approve' and 'Reject' on a pop-up
message
Now User PRB1817203 Users are unable to open a module when
Experience the sys_app_module .window_name field
has a value
On-Call PRB1781438 On-call workflows aren't updating the
Scheduling assigned_to field when an incident
escalation is accepted
On-Call PRB1821423 On-call message numbers records are
Scheduling deleted when a group escalates to
another group
On-Call PRB1806718 On-call reminders are set up for 4 days
Scheduling lead time, but people are sent reminders
both 4 days and 11 days ahead of their
on-call assignment
On-Call PRB1808531 If a Twilio call fails during on-call
Scheduling scheduling, errors aren't reported in the
work notes
On-Call PRB1788633 Selecting the 'Primary user' icon opens
Scheduling multiple cards in on-call schedules
On-Call PRB1815212 Users get duplicate members in the
Scheduling 'Schedule' report
On-Call PRB1805914 Daily, weekly or biweekly rotation is
Scheduling skipped in November
On-Call PRB1814433 The 'Reminder Report' displays in an
Scheduling incorrect format
On-Call PRB1791835 Escalation step window dimensions aren't
Scheduling displaying correctly
On-Call PRB1807599 On-call escalation acknowledgments are
Scheduling sporadically not recorded
On-Call PRB1822244 OnCallCommonSNC
Scheduling getGroupMemberCount() doesn't scale
when cmn_rota_member has large
record counts
On-Call PRB1822461 An incorrect member count is displayed
Scheduling for the 'On-Call Scheduling' group

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491
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.
 Problem category Problem Short description

Oracle PRB1788175 Processor factor mapping is missing the

Reconciliation Oracle core factor entry for a CPU name
containing 'EPYC'
Oracle PRB1773579 Oracle recon fails if the normalized
Reconciliation version/edition is empty
Oracle PRB1782004 Oracle DB option's 'Unlicensed options'
Reconciliation list view filter is incorrect when accessed
from the publisher result
Oracle PRB1794653 Oracle per processer licenses require a
Reconciliation value set to be too large and hit the max
integer limit (2,147,483,647 )
Oracle PRB1790926 Some cmdb_sam_sw_install tables with
Reconciliation more than 100 K installed_on devices for
the same software product is reconciled
unlicensed when there's available rights
Password Reset PRB1830139 SMS verification isn't working in 'Service
Desk Password Reset' and enrollment
modules after an Xanadu upgrade
PDF Generation PRB1811475 When
com.snc.pdf.chinese_fonts.enabled is
turned off, certain Japanese characters
are broken on a PDF export
Performance PRB1807990 The itil role isn't available when
Analytics attempting to share a dashboard to users
with itil
Performance PRB1817989 The 'Daily Data Collection' job takes
Analytics longer after upgrading to Xanadu
Performance PRB1814716 Calendar reports aren't displaying
Analytics variables (questions) in Platform Analytics
Workspace dashboards
Performance PRB1793513 The filter on the 'Word cloud' widget
Analytics doesn't work when users select a special
character
Performance PRB1774395 Setting a date period with the start after
Analytics the end in an indicator breaks the page
Performance PRB1784482 Users who have more then 40 characters
Analytics in their username can't edit a dashboard
Performance PRB1826829 A formula on formula indicator displays
Analytics a breakdown element in a different
language (pb) and can't be changed
Performance PRB1782062 A bar chart / pie chart created from list
Analytics view of a table shows the info message
'This report has been migrated to a
visualization.'

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492
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.
 Problem category Problem Short description

Performance PRB1775894 In HSQL Data Collector, there's an

Analytics incorrect score value calculation for
COUNT DISTINCT on the scripted indicator
Performance PRB1781598 Dashboard groups aren't visible to no-role
Analytics users
Performance PRB1813576 There's issues with KPI Details's 'On View >
Analytics select' query
Performance PRB1824024 Platform Analytics's 'Administration'
Analytics menu is missing when upgraded from
Vancouver to Xanadu
Performance PRB1769317 The homepage deprecation tool skips
Analytics pages for conversion
Performance PRB1798784 The default month on 'KPI Details' isn't the
Analytics same on Analytics Hub
Performance PRB1781569 pa_tabs.name is changed after update
Analytics set transfers
Dashboards
Performance PRB1796348 There's an issue with redirecting to
Analytics home.do in the Core Ul dashboard after
Dashboards enabling the migration of the Core Ul
analytics artifacts to Platform Analytics
Experience
Performance PRB1807347 Report widget titles are truncated on
Analytics smaller widgets in dashboards
Dashboards
Performance PRB1767652 A reference field from a dashboard
Analytics doesn't respect the current theme colors
Dashboards
Platform Analytics PRB1819922 The 'Last visited dashboard' feature isn't
Dashboard API working in Platform Analytics
Platform Analytics PRB1807150 If a dashboard has no creator in the ACLs,
Dashboard API there's a null pointer exception
Platform Analytics PRB1806689 Users are unable to translate a
Dashboard API visualization title as a part of localization
Platform Analytics PRB1779020 Emojis are displayed as encoded text in
Dashboard API the Platform Analytics dashboard's title
Platform Analytics PRB1781006 Dashboards, Data Visualizations, and
Dashboard API Scheduled Exports are set to have been
created by the user who ran 'Platform
Analytics Migration' instead of the original
Platform Analytics PRB1820860 Chart titles and dates on the Platform
Dashboard API Analytics dashboard (migrated
dashboards) aren't translated to Brazilian
Portuguese

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493
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.
 Problem category Problem Short description

Platform Analytics PRB1797830 Dashboard visibility filtering isn't working

Dashboard API
Platform Analytics PRB1796809 Platform Analytics (PA) filters don't apply
Filters to the compatibility mode PA widgets in
migrated dashboards
Platform Analytics PRB1823136 Reference fields are displayed as choice
Filters fields for some filters configurations
Platform Analytics PRB1716392 Changing the sorting direction reset
Filters unapplies the value selection
Platform Analytics PRB1788647 Users are unable to create a scripted filter
Filters in UI Builder
Platform Analytics PRB1746111 Filter is unable to apply to data
Filters visualization amid reducing the system
property value 'com.snc.pa.scorecards.
max_breakdown_elements'
Platform Analytics PRB1799486 A filter pop-up window opens when
Filters selecting an empty area
Platform Analytics PRB1790312 Visualizations don't display visualization
Migration API types' values (for migrated visualizations)
when a report is migrated
Platform Analytics PRB1793305 If individual dashboards have been
Migration API rolled back, migration rollback fails an
activation step
Platform Analytics PRB1788955 The Core UI dashboard list Delete
Migration API migrated Experience Dashboard action
isn't working as expected
Platform Analytics PRB1792035 Scheduled export migration for Excel files
Migration API instead becomes a PDF in the output
Platform Analytics PRB1794750 The legacy component 'Edit' is disabled
Migration API for some widgets
Platform Analytics PRB1802121 com.Glide.par.coreui .migration.enabled
Migration API doesn't block migration activation
Platform Analytics PRB1820684 Some legacy dashboard widgets don't
Migration API render
Platform Analytics PRB1797230 There's an incorrect color configuration
Migration API migration for a pivot chart
Platform Licensing PRB1772092 Move updateTableLicensingConfig
outside the 'Upgrade' thread
Platform Runtime PRB1799122 There's false-positive notifications about
memory pressure after switching to
ParallelGC
Platform Runtime PRB1723055 add-user.sh fails with a
java.lang.ClassCastException error

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494
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.
 Problem category Problem Short description

in some self-hosted environments in

Vancouver
Playbook PRB1815880 The 'UI Message' table should be
Experience Core populated during the activation of a
playbook
Playbook PRB1800290 The Playbook UI action throws the error
Experience Core 'Process Definition is missing or inactive'
when creating the playbook under the
custom application's global scope
Playbooks (Family PRB1790392 Inactive fields still display in dotwalk data
Channel)
Playbooks (Family PRB1801892 The modify condition list is empty in
Channel) Playbooks
Playbooks (Family PRB1817167 The max length of field form fields (table :
Channel) sys_pd_activity_type_prop) on an activity
definition is set to 255, which doesn't
match the matching subflow's length of
2000
Playbooks (Family PRB1811034 Decision branches aren't evaluated if
Channel) activities use 'Start with delay' with an
explicit duration of over 10 seconds
Playbooks (Family PRB1781302 Processes created in Paris and opened
Channel) post-Paris have a lane order set to -1
Playbooks (Family PRB1834463 Process Automation Designer isn't able to
Channel) pass a previous activity state as a subflow
input
Predictive PRB1806671 The cluster detail purge logic is deleting
Intelligence less records set by the MAX_ML_CLUSTER_
DETAIL_PURGE_COUNT
Predictive PRB1821890 The 'Cluster Concept' text isn't aligned/
Intelligence missing inside the 'Cluster Concept' tile
Predictive PRB1783818 The 'Related Article' widget isn't displaying
Intelligence knowledge articles from the 'Knowledge
for Knowledge Similar Articles' solution
Management
Predictive PRB1648059 There is a time out due to a high volume
Intelligence of data
Workbench
Proactive PRB1800161 Signal insights aren't generated for large
Analytics data sets
Problem PRB1821400 Unable to turn off an interceptor when
Management creating a problem task from the
'problem record' related list
Problem PRB1777062 There's a duplicate link to problem actions
Management

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495
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.
 Problem category Problem Short description

Process Mining PRB1799323 There's a time out during a filter set data
upload to a trainer
Process Mining PRB1829338 Full mining isn't triggered from platform
when localization is enabled
Process Mining PRB1782656 The saved filter that sets the containing
'findingId' causes mining to fail
Procurement PRB1774520 Received items's 'Select All/Unselect All'
isn't working
Procurement PRB1808248 A purchase order can't handle an empty
value with a currency code
Procurement PRB1812830 'PO receive' displays in-transit assets that
are already received
Project PRB1819562 There's a dark mode list issue on 'First' and
Management 'New Project Status Report'
Project PRB1789953 After configuring 'Planning Console
Management Column Advanced' for two custom fields,
both fields on the Investment Portal are
displaying the fiscal year data instead of
the cost budget values
Project PRB1786638 The pm_project_task (planned_task) end
Management date calculation when changing the
duration is incorrect in any other system
time zone besides GMT
Project PRB1813072 If users try to create a cost plan while
Management in the expense line, they are given an
'Invalid Update' error
Project PRB1783283 Highest order implementation overwrites
Management the lower of the taskFormatter
method when there are multiple
implementations of the extension point
MSProjectImportTaskFormatter
Project PRB1790355 An investment portal 'view project' link
Management results in a blank page
Project PRB1791942 In Project Management resource
Management planning, domain separation isn't working
as expected
Project PRB1786998 Remove sn_spm_financial_user to
Management project_manager and demand_manager
Project PRB1781954 The UI policy 'Mark Capex/Opex Cost
Management Read Only if Stories are Linked' throws
error on the Service Portal
Project PRB1711919 Values under 1000 don't copy into the
Management 'Benefit Plan' grid in the Planning Console

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496
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.
 Problem category Problem Short description

Project PRB1804384 There's an issue with the Business Unit field

Management and the Department field in a 'Demand'
record
Project PRB1798787 Copying a project task using the Copy
Management Partial Project UI action displays an
incorrectly calculated Duration field on
the copied project task
Project PRB1770899 The Expense Type field isn't carried over
Management when converting 'Demand' to 'Project'
Project PRB1787721 Missing file extension (.xls) when a project
Management name contains (.)
Project PRB1773177 The Actual benefits in project currency
Management field isn't using the project currency after
creation from 'Demand'
Project PRB1825183 Incorrect currency conversion when
Management rolling-up costs
Project PRB1797917 The user is unable to create a project
Management template via the 'Save as New Template'
related link with the project_manager role
Project PRB1812212 The Percentage completed field doesn't
Management load when exporting projects to MS
project
Project PRB1768726 The classic 'Project Financials' page
Management doesn't use the project currency symbol
on some widgets
Project Portfolio PRB1801674 In the program workbench, 'zoom level'
Management > 'auto fit' doesn't work until a column is
resized
Project Portfolio PRB1775917 'Print a planning console' in the first level is
Management broken
Project Portfolio PRB1795829 GlideScriptedExtension
Management DemandConversionFieldMap isn't working
Related Lists PRB1773093 Cannot add multiple records in the slush
bucket when 'Enable accessibility in
classic' is turned on
Remote Process PRB1682672 Users report bugs in the Remote Process
Synchronization Synchronization official documentation
(Family Release)
Remote Tables PRB1772531 An aggregate query with a condition
doesn't work for a remote table with
enhanced capacity enabled
Remote Tables PRB1768173 Runaway regex match kill operations take
a long time
Report Designer PRB1792138 There's an incorrect role provided for
'Day', 'Week', 'Month', and 'Year' controls
© 2024 ServiceNow, Inc. All rights reserved.
497
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.
 Problem category Problem Short description

Report Designer PRB1819673 Viewing reports as a non-admin can

create unnecessary syslog entries
Reporting PRB948578 When using reporting, it uses GMT instead
of the local time zone when accessing
the 'Calendar' report functionality and
viewing it in the 'Day' view
Reporting PRB1745543 An interactive report displays extra
records in the report drill-down
Reporting PRB1770032 Clicking the Score of a single score
report created with a parameterised
script include with an encoded query
breaks due to the trimming of encoded
characters in the URL
Reporting PRB1761750 When a bar report is grouped by a dot
walk column, it correctly displays results,
but selecting the resulting bar doesn't
list any records when the language is
Brazilian Portuguese
Reporting PRB1782603 Events ending at the time 23:59:59
appear as 'All day' events in calendar
reports
Reporting PRB1751862 A PDF export of a report that is grouped
by and filtered by tags is displaying all of
the selected table records, which have
tags
Reporting PRB1732890 A single color definition of a UI14 green
isn't green but orange
Reporting PRB1769845 Email report generates two attachments,
one attachment with the data and other
with an error
Report PRB1792399 A selected tab should be distinguishable
Visualization from a non-selected tab
Report PRB1795711 The pop-up in the 'Report' widget isn't
Visualization displaying when a mouse is hovering over
an item for the 'Calendar' report type in
Service Portal
Report PRB1790952 Percentages in pie charts aren't
Visualization perceptible to screen reader users
Request PRB1763436 Base instance notification, 'Request Item
Management commented (all assignees)', has both
events 'parm 1' and 'parm 2' unchecked
Request PRB1784462 For a RITM record, if a workflow context is
Management already attached, and the catalog item
is updated with Flow Designer, the flow
context replaces the workflow context

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498
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.
 Problem category Problem Short description

Request PRB1782693 The 'Request Survey' notification isn't

Management working
Request PRB1782333 The transaction can time out when
Management approving an item with many approvers
Resource PRB1797783 Resource plan logs display 'Resource
Management plan is allocated for NaN hours after
confirming/allocating the hours after
enabling the property 'com.snc.resource_
management.allocate
_more_than_24hours _per_day'
Resource PRB1778886 A cost plan is zeroed out when a resource
Management plan is allocated from the Allocation
Workbench
Resource PRB1820666 Resource reports are broken after
Management an Xanadu upgrade when the
Glide.sys.date_format is dd-MM-yyyy
Resource PRB1788697 The 'Rate_model' column doesn't filter
Management records based on the reference qualifier
Resource PRB1822356 A 'Resource Assignment' related list isn't
Management visible post-migration of 'Resource Plans
on Demand'
Resource PRB1798520 There's inconsistent behavior on custom
Management currencies for a certain field in 'Resource
Plan [actual_cost_project_currency]'
Resource PRB1816860 Users are unable to update resource
Management assignments created with 'Effort 0' from
resource plans migration
Resource PRB1791568 There's a resource aggregate monthly
Management issue when a story is reassigned from a
project to a different project
REST API PRB1768591 The 'API Monthly Requestor Stats' job
Framework doesn't aggregate all records when
there's more than 100 K
Restricted Caller PRB1751767 The 'Prevent invalid source & target on
Access (RCA) RCA' business rule can create numerous
amounts of duplicates that must be
cleaned up
Restricted Caller PRB1768689 RCAPs aren't invalidated after an update
Access (RCA) set is deployed with an updated source
record
Roles PRB1798228 Inconsistencies with role inheritance leads
to orphaned records
Rollback Contexts PRB1706257 A rollback with a large number of records
triggers a large delete query, causing
replication lag

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499
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.
 Problem category Problem Short description

Rollback Contexts PRB1844400 The 'Clean Expired Rollback Contexts' job

causes memory issues and node restarts
SaaS integration PRB1784710 Potential savings calculation at the LMR
with Office 365 level for bulk reclamation candidates
(Glide)
Scaled Agile PRB1833357 Sprints aren't created via ServicenNow
Framework (SAFe) ADO integration
Schedule PRB1794379 The Next UI Schedule Calendar doesn't
Calendar save updates to the 'Repeat Until' date in
the schedule entry
Schedule PRB1802373 The Next UI Calendar doesn't allow for
Calendar creating/editing schedule entries for
custom roles
Scheduled Jobs PRB1782901 A high number of values in the 'Job
classification' column can prevent
scheduled jobs from being processed
due to a StackOverflowError in a
SchedulerThread
Scheduled Jobs PRB1771051 Jobs are executing twice during a
rescheduler restart
Scheduled Jobs PRB1746752 Removing a member from a group adds
several more users
Scheduled Jobs PRB1792821 Concurrent updates on sys_trigger causes
intermittent HLL spikes on instances with
large node counts
Schedule PRB1825269 The 'Optimization Solution Processor'
Optimization business rule trigger is to be changed
Schedule PRB1823732 A personal event start date is later than
Optimization the end date, causing SO to fail
Schedules PRB1783342 Schedule entries aren't functioning
correctly for the 'Last Weekday of the
Month' setting
Script Debugger PRB1764788 There's a documentation error about the
API 'Session Log' tab being unavailable for
users with the 'script_debugger' role
Scripted Web PRB1749935 An extra response / request in Scripted
Services Web Service results in 'Cannot map
object' and potential StackOverflowError
Script Includes PRB1785008 Many RCAS are invalidated after
upgrading to Xanadu due to a fix script
issue
Search PRB1731361 Global text search is broken in BuildTools1
Administration for UI16
Search PRB1789281 There's cache issues across domains when
Administration performing a global search
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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.
 Problem category Problem Short description

Search PRB1776348 The AI Search results page doesn't display

Administration translated values
Search PRB1768021 Unable to relink an auto-complete
Suggestions suggestion type to an AI Search
application
Secrets PRB1793938 ECC Queue records aren't populated to
Management re-encrypt the secrets
Core
Secrets PRB1756628 Hide the 'include all' checkbox from the UI
Management from an Identity Group member
Core
Seismic Framework PRB1809377 A console error is caused by an invalid
service worker registration
Seismic Framework PRB1783295 There is an empty Service Operations
Workspace incident form after upgrading
from Vancouver to Washington DC
Seismic Framework PRB1792811 Service workers don't cache non-200
Glide requests
Seismic Framework PRB1807578 A race condition comes out of multiple
single sign-ons
Server-side scripts PRB1793296 When a script include cache is
rebuilding, there's log messages: 'Error
accessing descriptor for metaObject:
package_private script include function'
Server-side scripts PRB1821549 'Undefined' isn't supported when using
ScriptRuntime .evalSpecial
Server-side scripts PRB1773223 Regex timeout doesn't work correctly
Server-side scripts PRB1783318 The sandbox_callable field doesn't work
for scoped applications
Server-side scripts PRB1783385 Add rights for
java.lang.NullPointerException .getMessage
Server-side scripts PRB1808973 Turning on ECMAScript 2021 (ES12) mode
isn't toggled in certain scenarios
Server-side scripts PRB1777353 There's an issue compiling a script using a
map iterator in a 'for' loop
Server-side scripts PRB1790567 Enabling ModuleSupport breaks on
scopes with compiled scripts
Server-side scripts PRB1818172 Records are unloading sys_es_latest_script
records even when the toggle is turned
off
Server-side scripts PRB1782856 A business rule executes in the 'module'
scope

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Problem category Problem Short description

Server-side scripts PRB1767574 Unable to use the require function in an

ESLatest script include if invoked cross-
scope from an ES5 scope
Service Catalog PRB1809275 An SVG-type picture doesn't appear for a
catalog item on the platform
Service Catalog PRB1781043 The selection state of 'Submitted requests'
and 'Drafts' tab items present on the 'My
Requests' screen isn't announced by a
screen reader
Service Catalog PRB1771270 Issue with a job that runs forever
Service Catalog PRB1790528 Images that are added to Service
Catalog order guides appear stretched
out in Washington DC
Service Catalog PRB1785302 Catalog client scripts don't work
properly for Multi-Turn Catalog Ordering
experience when all the records are
scoped
Service Catalog PRB1769527 The 'Item diagnostics' job runs slow
because it loads all choice options to
count them
Service Catalog PRB1825185 The 'Taxonomy Topic' value isn't updating
on the catalog item form when updating
the value by using the Edit in catalog
builder UI action on the catalog form
Service Catalog PRB1823783 The 'Help' icon isn't at the end of the
question text when rendering a catalog
item on Mobile Employee Service portal
(MESP) or Service Portal
Service Catalog PRB1751291 A choice value from the
'com.Glideapp.servicecatalog .order_guide_sequencing'
plugin isn't transformed when the French
translation plugin is used
Service Catalog PRB1814987 Mobile Employee Service portal (MESP)
web view issues on the Now Mobile
application if there are many reference
and select box variables on the form
Service Catalog PRB1793500 The scroll bar is moved downwards on
the SWP portal in Service Operations
Workspace when there are more catalog
categories, making the search bar
invisible
Service Catalog PRB1818368 The condition (reference variable) in
different variable sets isn't evaluated
without an itil role

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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.
 Problem category Problem Short description

Service Catalog PRB1814311 It's not possible to insert data in database

views, but users are able to create a
record producer for database views
Service Catalog PRB1788268 Dot-walking to the second level with
g_form in the Catalog Client script makes
the catalog non-conversational
Service Catalog PRB1777834 The field message of the catalog UI policy
actions aren't translated to a non-English
language in Service Portal
Service Catalog PRB1815638 Activate and Deactivate buttons on
the sc_cat_item table create an empty
record
Service Catalog PRB1799840 The 'Migrate clear value actions' script
action to update the UI policy actions
resulted in the catalog item version being
increased during the upgrade
Service Catalog PRB1811236 A newly created catalog item using
the wizard is available to edit in existing
templates without edit access defined on
the catalog item creation, so making any
modification to the template locks the
field after publishing again
Service Catalog PRB1794884 The Back button in a category item or
order guide view on platform redirects to
'Page not found'
Service Catalog PRB1779033 g_form.setValue() isn't working in the
platform for multi-row variable sets
(MRVS), when used in a ClientScript
Service Catalog PRB1782677 UI policies using the 'OR' clause don't work
API as expected in Now Assist in Virtual Agent
Service Catalog PRB1813682 The catalog item for non-English users is
Builder taking up the details from English users
when publishing/submitting the item
Service Catalog PRB1793265 The 'catalog_builder_
Builder editor_blank_template' role, which is used
to create a catalog item directly, should
be removed
Service Catalog PRB1756914 Modifying the catalog item task step
Builder through builder isn't working as expected
Service Catalog PRB1751174 Unable to remove the dynamic behavior
Builder filter condition in Catalog Builder
Service Catalog PRB1771626 A Catalog Builder item isn't publishing
Builder when two containers are split with the
same name is added to the catalog item,
with one inside the variable set and one
as a normal variable

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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.
 Problem category Problem Short description

Service Catalog PRB1801524 The Create a catalog item template

Builder button in Catalog Builder is enabled even
if the user doesn't have the required roles
to create/edit a catalog template
Service Catalog PRB1793214 After changing the instance date format,
Components an 'Invalid date' error message displays in
a multi-row variable set preview window
in a Workspace
Service Catalog PRB1791330 ServiceNow components fail an
Portal Widgets accessibility test, selecting the 'Escape'
key should allow the modal to close
Service Catalog PRB1786383 The 'Recent & Popular Item' widget
Portal Widgets rolls over data on a quarterly basis and
creates a negative user experience
Service Catalog PRB1775964 A variable name displays in the error
Portal Widgets message rather than the question when
users select Save as draft
Service Catalog PRB1815205 In Service Operations Workspace, the
Portal Widgets 'Popular items' section in an interaction
record displays 7 items instead of 6
Service Catalog PRB1747935 'Add to Wishlist' isn't working on Service
Portal Widgets Portal when a category is missing
Service Catalog PRB1788024 A catalog item outline/grid overlaps in
Portal Widgets the 'Recent & popular items' widget in
Employee Center
Service Catalog PRB1810653 There's an issue with saving drafts when
Portal Widgets the Requested for field is empty
Service Catalog PRB1814252 The sys_name of the UI policy action
Variables record isn't updated when the MRVS
internal name is updated, and the UI
policy doesn't work as expected when it is
transferred by update set
Service Level PRB1793364 Content in the 'Stage Details' section isn't
Management marked up as a list
Service Level PRB1830032 SLA processing generates multiple
Management warnings 'WARNING *** WARNING ***
Invalid query string received:xxxx: null'
Service Level PRB1790083 Some field values are wrong when using
Management the CheckpointWalker random access
walkTo(checkpoint)
Service Level PRB1802370 'Start', 'Pause' and 'Stop' conditions are
Management removed from the SLA definition when
the Repair SLA's UI action (related link) is
selected on the case record
Service PRB1779505 The 'Knowledge and pinned' searcher
Management doesn't work when used in a Workspace
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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.
 Problem category Problem Short description

Virtual Agent
Topic Blocks
Service Mapping PRB1780124 There's problems with tag-based
Service Mapping in domain separated
environments
Service Mapping PRB1824257 ProcessToProcess LBAFPProviderEnhanced
fails with cmdb_tcp records containing
source_process=null
Service Mapping PRB1764304 Clone tables and all tables with the prefix
'automation_error', including meta-data
tables, should be able to be excluded
Service Mapping PRB1746027 The ServiceDiscoveryProbe iterates
through all the Windows CyberArk
credentials, resulting in temporary system
access locks
Service Mapping PRB1791752 Put a hard limit on properties that can be
destructive
Service Mapping PRB1803746 The file name in the 'sm_flapper_exclusion'
table can be truncated because the max
length of the field name is 40, but the
column name max length is 80
Service Mapping PRB1807935 The 'Service Model Auto Remediation' job
isn't removing the records from a model
that were removed from CMDB
Service Mapping PRB1795155 The replication lag protection in
recomputation doesn't support standby
lag
Service Mapping PRB1794723 'Refresh processes and connections'
marks all cmdb_running_process as
absent true
Service Mapping PRB1785551 In the Map UI, the action Open in
Dependency Views should be removed
from the 'CI' group
ServiceNow PRB1812452 The due date for critical update records
Security Center 'End of Support: GlideEncrypter API' and
(Family Release) 'Enable 3DES deprecation for Password2
Fields' should be updated
Service Portal PRB1837541 Massive logs are generated with a
'com.Glide.script. RhinoEcmaError: 'RP'
isn't defined' warning
Service Portal PRB1782259 The Delete button in a 'My Requests' draft
item doesn't have a name
Service Portal PRB1784705 The 'Skip to chat' link fails to land focus on
the Virtual Agent chat button
Service Portal PRB1834496 Users can't input a value into a widget

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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.
 Problem category Problem Short description

Service Portal PRB1799575 In some cases, filter labels change to a

value in Service Portal
Service Portal PRB1794691 The 'Business Services Status' widget
displays different dates for Japanese and
English modes
Service Portal PRB1801407 The 'Standard Ticket Conversations'
widget creates duplicate comments
when dragging and dropping an image
Service Portal PRB1787466 Screen reader reads multi-line in the
attachments modal, even though there is
no multi-line input field
Service Portal PRB1823261 JAWS fails to announce list items as links in
the header navigation menus
Service Portal PRB1801362 In the 'Ask HR' portal, the 'Choose a file'
feature appears to be a link but focus
doesn't move there
Service Portal PRB1810935 The 'Remove draft item' tooltip isn't
removed automatically after deleting the
draft item
Service Portal PRB1774213 The Preview button in the list field has
the text 'New preview button has been
generated before the current element
to preview', and isn't translated properly
when the language is changed to non-
English
Service Portal PRB1728528 In many locations, there is no pointer
cancellation allowed for Clear field
buttons
Service Portal PRB1771140 Mandatory attachment isn't working
as expected in Service Portal when
attachments aren't saved in a draft or a
wishlist
Service Portal PRB1785993 On Service Portal in a knowledge article
page, upon deletion of a comment, the
black 'Delete' pop-up box remains visible
until selected
Service Portal PRB1768976 The date picker retains old values for
buttons that don't trigger the update
of the date/time when read by screen
readers
Service Portal PRB1735808 The 'Glyph alt text' in an announcement
isn't read by JAWS and NVDA screen
readers
Service Portal PRB1749601 Elements in esc_knowledge_home page
don't have an aria parent

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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.
 Problem category Problem Short description

Service Portal PRB1789288 Using the date format E yyyy-MM-dd

throws an error in Portal
Service Portal PRB1720732 The Long in <identity_provider> button on
the login_page isn't visible when the page
is accessed from mobile browser
Service Portal PRB1634201 Color alone is used to indicate the
state of toggle switches, which is an
accessibility issue
Service Portal PRB1789181 Past the second row of nested rows aren't
cloned when selecting the 'Clone' page
Service Portal PRB1828005 The 'Simple List' widget's footer breaks
when using a non-English translation
Service Portal PRB1813731 When an onChange client script modifies
a value and copies it to an integer field,
the value doesn't isn't saved when saving
from a portal
Service Portal PRB1376471 sp-editable-field directive doesn't support
HTML field types
Service Portal PRB1800664 Extra character in Service Portal widget
HTML causes blank Automated Test
Framework (ATF) screenshots
Service Portal PRB1778588 Attachments can't be downloaded when
accessed from the 'lf' page in a portal
Service Portal PRB1799699 The selected options for 'select box type'
variables are reset in the portal
Service Portal PRB1756221 The new portal and theme aren't honored
by the widget CSS dependency
Service Portal PRB1770309 A screen reader reads incorrect variable
names for the date-picker variable
Service Portal PRB1791816 A pop-up message is concatenated,
causing readability issues in languages
such as Japanese
Service Portal PRB1817086 Required information field pop-ups aren't
WCAG 2.2 complaint under section 1.4.13
Service Portal PRB1716137 When the name of a user has a comma,
Survey Designer doesn't display the name
of the user correctly
Service Portal PRB1808665 Keyboard focus lands on the static text of
Announcements the announcements banner
Service Portal PRB1807235 There's accessibility issues for the
Core Widgets keyboard and voice over in the 'Hiring'
tab

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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.
 Problem category Problem Short description

Service Portal PRB1822245 If an outage doesn't have end date,

Core Widgets it isn't displayed on the Service Status
widget
Service Portal PRB1798111 Users are unable to copy and paste text
Core Widgets and images from an external source in
Service Portal - Standard Ticket
Service Portal PRB1808916 The checkbox variable in a catalog item
Core Widgets can't print correctly
Service Portal PRB1802357 The 'Preview' form announces the button
Core Widgets word twice
Service Portfolio PRB1788988 Support user_id parameter
Management in checkAllowedExplicit()
and checkDeniedExplicit() of
ICatalogSecurityMask
Service Portfolio PRB1807004 Unrelated improvement initiatives
Management associated with application services
Service Portfolio PRB1791670 The 'Edit Weights' related link isn't working
Management in a 'Service' form
Service Portfolio PRB1823722 Users that are subscribers to an offering
Management are returned in a query when they are
active = false
Service Portfolio PRB1797800 Existing services won't publish when both
Management service and offering(s) change to the
status 'Operational'
Session PRB1774686 Potential uncaught exception when the
Management session is invalidated and getAttributes is
accessed
Session PRB1817651 User.getUser causes deadlock while the
Management session lock is taken out
Session Window PRB1778553 Selecting the cross icon in the 'Session
Timeout expired' pop-up doesn't log out the user
and remains on the same page, and the
'invalidated' column in sys_user_session
isn't updated instantly
Sidebar (Family PRB1821306 The Discuss button is missing on a domain-
Release) separated instance
Sidebar (Family PRB1799644 Subject data populates slowly for an
Release) incident after launching the start side
bar chat modal in Service Operations
Workspace
Sign Your Own PRB1747791 Platform resolution ambiguity in
Certificate (SYOC) namespace and scope
Software Asset PRB1689224 Evaluate the unique index on the core
Core Company company

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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.
 Problem category Problem Short description

Software Asset PRB1725404 'SAMPremiumUtils.getInstalledOnRelationship'

Data Import is called out of scope
Software Asset PRB1578765 Additional warning and error messages
Data Import in the system log while the entitlements
import is stuck in the 'Processing' state
Software Asset PRB1628611 The samp_entitlement_import table
Management doesn't have 'audit = true' out of the box,
so it is unable to track worknote updates
Software Asset PRB1802887 The 'Software product lifecycles for all
Management versions' link doesn't work as expected on
the software model table
Software Asset PRB1819212 There's a localization issue in 'Potential
Management savings' on single currency instances
Software Asset PRB1627323 The 'Entitlements' related list isn't
Management filtering by group, subgroup, or 'in use'
entitlements
Software Asset PRB1823587 Optimization doesn't work as expected
Management when the named user type is empty
Software Asset PRB1818910 Software Asset Management job
Management scripts populate a status value that
doesn't match with the definition on the
sys_choice table
Software Asset PRB1773201 Subscription inference should only infer
Management direct components of Office 365 to
Microsoft 365
Software Asset PRB1779646 Subscription installs have preference rank
Management of 999 and cause performance issues
Software Asset PRB1728221 Selecting 'Number of reclamations'
Management doesn't open the correct drill down
Software Asset PRB1822003 The 'Bookkeeping for dedup on delete'
Management business rule doesn't handle installs with
different versions or editions
Software Asset PRB1807335 Daily subscription counts intermittently get
Management zero counts
Licensing and
Compliance
Software Asset PRB1785996 Custom product references aren't
Management cleaned when a product is deleted
Plugin Framework
Software Asset PRB1788912 A Software Asset Management SAP
Management import job fails due to a 'NULL' character
Publisher Pack for
SAP

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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.
 Problem category Problem Short description

Software Asset PRB1774425 There's issues with currency conversion

Management in Platform Analytics and the Publisher
Workspace 'Results' page
Software Asset PRB1781351 The 'End of life products' widget on the
Management SAM landing page isn't working
Workspace
Software Asset PRB1679155 Software Asset Management (SAM)
Management Health check widgets and drill downs
Workspace display duplicate records if a check failed
in a previous scan
Software Asset PRB1728928 Users aren't informed of scenarios when
Normalization suggested normalized values are the
same as normalized values
Software Asset PRB1808233 The 'SAM - Normalize Discovery models
Normalization using content library rules' scheduled job
isn't robust because a single corrupted
samp_package_map record can make
the job fail
Software Asset PRB1815883 Localization issue in potential savings,
Reclamation true-up cost, over-licensed amount, and
total spend calculation
Software Asset PRB1778060 SAMPReclamationUtil code change from
Reclamation Vancouver misses out corner cases and
causes a job to fail
Software Asset PRB1786501 Blacklisted reclamation candidates are
Reclamation created and closed without reclaiming
install
Software Asset PRB1814389 Scheduled imports and data sources for
Reclamation 'SG-SCCM Software Last Used' and 'SG-
SCCM SAMP Usage' aren't deleting old
records in the table samp_sw_usage
Software Asset PRB1780888 Potential savings don't appear in LWB for
Reconciliation hybrid software
Software Asset PRB1794331 Performance issue in clearing LMRs for
Reconciliation entitlements
Software Asset PRB1779794 License pools consumption breakdown
Reconciliation is incorrect for Per User and Per Device
metrics
Software Asset PRB1792145 The 'reset dedupe' business rule on the
Reconciliation DM table should only trigger if the norm
field changes
Software Asset PRB1808379 Downstream tables aren't updated if
Reconciliation exception rules are marked as inactive by
content
Software Asset PRB1791385 ignoreNonBYOLInstalls should not insert a
Reconciliation reason for 'Missing Cloud License Type'
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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.
 Problem category Problem Short description

Software Asset PRB1775411 SA entitlements should not be considered

Reconciliation as suite candidates
Software Asset PRB1776017 The same installs are listed under
Reconciliation 'unlicensed installs' and 'installs requiring
action'
Software PRB1756991 A lifecycle report should be able to
Lifecycles handle empty lifecycle dates
Source Control PRB1790669 Continuous Integration and Continuous
Engine Delivery (CICD) app customization
doesn't fail for apps linked to source
control and erroneously reports success
Source Control PRB1774720 An absent bootstrap XML in the source
Engine control diff should not drop the column
when the bootstrap XML exists in the base
application
Source Control PRB1829444 sys_ui_message additional coalesce
Engine value can break an app customization
install
Source Control PRB1771610 sys_claim list breaks due to
Engine an invalid entry in the time
claimed(claim_timestamp) field
Survey PRB1797560 An error message appears when the date
Management type field isn't updated when retaking a
survey
Survey PRB1788346 The View user's response UI action doesn't
Management show all dependent responses
Survey PRB1779860 When trying to access the 'Getting
Management Started' module for a survey from the
instance, users are redirected to the
documentation site but a 'Not found'
message is shown
Survey PRB1782966 Text mentioned in the Description field
Management doesn't appear while hovering over the
field in Assessment Metric
Survey PRB1781447 Survey questions using the out-of-box NPS
Management template splits the label incorrectly
Syntax Editor PRB1790034 Syntax editor macros don't work reliably
Syntax Editor API PRB1792891 The Completion API has a longer
response time due to the inclusion of
shadow tables
Syntax Editor API PRB1789193 Missing type definition for the
GlideSysAttachment class
System Archiving PRB1742225 The archiver is archiving fewer
records per archive run if the restored

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Problem category Problem Short description

records are equal to or greater than

'Glide.db.archive .max.rule.records'
System Archiving PRB1789660 Restoring records with multiple related
rules for the same table throws a
NullPointerException if at least one rule
points to an empty field
System Events PRB1818627 The 'Slow Delete DML's from text index
events process' job is contributing towards
a replication lag on the standby db
System Events PRB1762956 The name for the 'Processed' column in
the event log table documentation is
misleading
System Events PRB1792583 Flow Engine is unable to move a sysevent
in the ready.node state back to ready
when the sysevent table rotation record is
deleted
System Events PRB1725049 NowMQ v1 size estimator improvements
System Export Sets PRB1623235 Messaging on the PDF export screen to
reflect what is shown on the list view of
the widget instance
System Export Sets PRB1792544 If Log Export Service (LES) is enabled and
the LES source is configured with syslog in
a global scope filter, there's a null pointer
exception when using gs.log after a
Washington DC upgrade
System Import Sets PRB1639586 All import sets are deleted when
concurrent data source calls are
executed
System Import Sets PRB1808239 JDBC connection for authentication=
ActiveDirectoryPassword isn't working
properly
System Import Sets PRB1736448 The following error is logged even though
the import set is processed and the
record is inserted successfully: 'Unable to
format undefined using format string yyyy-
MM-dd for field <column_name>'
System Import Sets PRB1792166 Xlsx files with a namespace prefix don't
load
System Import Sets PRB1757948 Transform mapping can't target reference
fields with translated values, and only
works in English
System Scheduler PRB1788785 Instruments in AssignerOTelObserver
constructor are re-registered when
SchedulerThread restarts
System Update PRB1808271 When an update set that deletes an
Sets extended child table is retrieved, it is
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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Problem category Problem Short description

rewritten to delete the related list of the

extended parent table
System Update PRB1794841 Sys_update_set_log doesn't reflect errors
Sets found while committing an update set
System Update PRB1809728 Deleting a user preference record for
Sets a system-wide value isn't stored in an
update set
Table PRB1769433 A reference field in a 'Database' view isn't
Administration a selectable link
and Data
Management
Table PRB1735482 Packages.com.glide .db.ddl.Table
Administration Hybridizer.hybridize aborts on false-
and Data positive checks for fields already
Management glommed to mediumtext fields where the
max_length will not reflect the true max
length of a mediumtext field
Table PRB1828517 There's an SQL error when inserting invalid
Administration or var__ tables as a dependent field for
and Data document it
Management
Table PRB1769979 Database view doesn't display the list
Administration field type choices correctly
and Data
Management
Table PRB1800174 Missing collection record
Administration in sys_dictionary for the
and Data open_nlu_predict_intent_feedback table
Management
Table API PRB1727095 GlideElementResolver sets invalid record
values for non-existent references and
choices
Table Cleaner PRB1783267 There's uncontrolled growth of table
sys_cluster_message
Table Cleaner PRB1792483 Non-nibble table cleaners are cleaning
data even when the child match field
passes
Tables and PRB1754043 sys_update_name is null for a label with
Columns Data sys_* column
Dictionary
Template PRB1802776 The 'Copy Work Order' task template
Management for doesn't work in the work order task
Field Service template jelly page
Territory Planning PRB1777951 Unassigning a task on Dispatcher
Workspace sets the assigned group to an
empty string literal

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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.
 Problem category Problem Short description

Territory Planning PRB1793222 The agent or group doesn't satisfy the task
qualification criteria
Test Management PRB1831655 The 'Pass' checkmark (green) fails the
2.0 minimum contrast ratio requirements
Test Management PRB1800579 Test execution suites don't appear in test
2.0 phases in projects
Test Management PRB1806757 The 'Block' icon blinks when hovered over
2.0 on a test execution in Test Management
2.0
Test Management PRB1794880 Deleting a record from
2.0 sn_test_management _test_plan (installed
with Test Management 2.0) creates two
sys_audit_delete records
Test Management PRB1798817 Line-breaks (paragraph / carriage returns)
2.0 in steps aren't honored
Third-party PRB1792933 Washington DC column tags have bullet
Software points, whereas Vancouver column tags
don't
Time Card PRB1823458 A 'Your time Card has been modified
Management with your time worked' message displays
despite there not being an update in the
respective time card
Time Card PRB1809013 The widget 'timesheet-week-breakdown'
Management doesn't display hours on the Time Sheet
portal
Time Card PRB1817054 Users can't recall time card/sheet when
Management only Time Card Management is installed
Transaction Logs PRB1738233 In a localhost log, transaction timing
appears incorrectly
Transaction PRB1780795 Null pointer exception when attempting
Management to retrieve and use a GlideSession object
in TransactionVTable.getSessionUser
UI Actions PRB1816586 The Show dictionary record UI action no
longer opens a collection record
UI Actions PRB1826799 setRedirectURL() doesn't work in Xanadu
UI Actions PRB1787504 The Submit/Save button takes two clicks
to create the record on the Document
References [ds_document_references]
table
UI Actions PRB1821330 In the Knowledge V3 kb_view, the Was
it helpful => yes button has no border in
Washington and Xanadu
UI Actions PRB1828008 MFA-configured with single sign-on (SSO)
users are incorrectly redirected to a page
that can't be found
© 2024 ServiceNow, Inc. All rights reserved.
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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.
 Problem category Problem Short description

UI Builder (Family PRB1791858 An alert error isn't translating to German

Channel)
UI Builder (Family PRB1797756 The Save and Close UI action switches
Channel) tabs instead of closing them
UI Builder (Family PRB1828407 Users are unable to add new data
Channel) visualizations and set the data sources
in Agent Workspace when opened in UI
Builder
UI Field PRB1809507 The sys_user table on classic view (UI16)
Administration doesn't retain the phone number format
when it is updated from the Workspace
like Service Operations Workspace (SOW)
UI Field PRB1799389 Display issue for a File Attachment type
Administration field in forms
UI Field PRB1795149 Filtering on a dot-walked field incorrectly
Administration queries and results in no records being
fetched
UI Field PRB1802778 When a dot-walked field that depends on
Administration another dot-walked field is updated, the
dependent field might temporarily display
as 'None' in the Workspace UI
UI Field PRB1799414 The decimal field doesn't register
Administration the user's country code and system
language, and uses a period instead of
a comma as a decimal separator in the
legacy Workspace
UI Field PRB1793631 Automatic completion of the fields by the
Administration browser
UI Field PRB1747824 In the Workspace, the Glide List field
Administration type isn't honoring the ref_ac_order_by
dictionary attribute
UI Field PRB1753031 The user observes an error when
Administration accessing the 'Manage Human Resource
Catalog' page
UI Field PRB1810329 Issue with translation when kb_category
Administration is changed, even after adding the
translation on the sys_translated table
UI Field PRB1763183 In Configurable Workspace, the
Administration advanced filter condition 'is one of'
doesn't always populate choices
correctly
UI Field PRB1759424 Field decorators aren't displaying for
Administration some fields in a Workspace
UI Field PRB1578048 The FX Currency field unexpectedly clears
Administration when quickly saving a form

© 2024 ServiceNow, Inc. All rights reserved.

515
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.
 Problem category Problem Short description

UI Field PRB1804238 The Service Operations Workspace Phone

Administration field doesn't call the selected number
UI Field PRB1789011 Character limit (maxlength) isn't
Administration implemented in the UTC Time field in a
Workspace
UI Field PRB1801223 A GraphQL API -GlideGraphQL error
Administration when using the Compose Email button in
Configurable Workspace
UI Field PRB1799424 There's a 'Recent selections' sorting issue
Administration on Workspace
UI Field PRB1772813 Entering a negative value in the decimal
Administration field shows a 'Couldn't parse the value'
error
UI Field PRB1696422 The Toggle Domain Scope UI action
Administration doesn't work in a Workspace
UI Field PRB1782462 Policy and Compliance Management
Administration grid display issues
UI Field PRB1752782 When using showFieldMsg on a form,
Administration the text doesn't wrap within the box and
comes outside the box
UI Field PRB1740015 A section breaks when the HTML field
Administration contains a form tag
UI Form PRB1823455 The 'Personalize form' feature for a record
Administration on workspaces has inconsistencies
UI Form PRB1790795 The modal box Close button can't be
Administration hidden
UI Form PRB1784568 The business rule of setAbortAction
Administration sys_attachment doesn't show the
message
UI Form PRB1787509 The attaching encryption option isn't
Administration visible in the HR Agent Workspace
UI Form PRB1770695 g_form.setSectionDisplay isn't working
Administration as expected on the Workspace, and
displays any mandatory fields on the
section
UI Form PRB1768345 A null condition in a UI policy prevents
Administration Service Operations Workspace from
loading the UI policy list
UI Form PRB1821039 Discrepancy in behavior of related lists
Administration between the native UI and Workspaces
when the 'ignore_filter_on _new=true'
attribute is present on a field
UI Form PRB1784386 A subject person with an empty first
Administration and last name in their sys_user table

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516
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.
 Problem category Problem Short description

record isn't saving in Service Operations

Workspace
UI Form PRB1771929 VTB cards (pop-up/modal) unexpectedly
Administration close when trying to select text when the
cursor is outside the card
UI Form PRB1801483 Issues with the behavior of Glide.ui.scroll_
Administration to_message_field (scroll the form down to
field error or info messages)
UI Form PRB1764123 Images attached in the HTML type field
Administration aren't visible in the activity formatter in a
Workspace
UI Form PRB1737490 Global ACLs stop processing after a role
Administration check in Vancouver
UI Form PRB1769932 Multi-line read-only variables can't be
Administration expanded in a Workspace
UI Form PRB1787600 Manually added questions to the record
Administration variable break the form in the Workspace,
and the record never fully loads
UI Form PRB1791019 A help tip shows 'Mandatory' twice for
Administration glide_list fields
UI Form PRB1766041 The resolution form section on incident
Administration forms isn't visible as mandatory in
Workspace
UI Form PRB1798001 The 'Leave Page' modal displays an
Administration unexpected message
UI Form PRB1781725 Move Attachments isn't working when a
Administration special handling pop-up is displayed
UI Form PRB1726723 On a field normalization rule form, the
Administration 'Rule' conditions on extended tables don't
display the complete condition
UI Form PRB1767131 OnChange client scripts don't trigger
Administration when the tab key is used quickly in
Workspace
UI Form PRB1797566 There is an empty payload in some events
Administration emitted by the Attachment UI Builder
component
UI Form PRB1799395 Fields overlap annotation on the form in
Administration Service Operations Workspace
UI Form PRB1822779 When a user tries to fill in the affected
Administration The Location field on a change request
and Edge's auto-fill suggests the browser's
saved address location, it opens and is
stuck in a loop trying to fill all reference
fields on the screen

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517
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.
 Problem category Problem Short description

UI Form PRB1810910 In Xanadu, the onChange client script

Administration executes twice on the 'Record Default' UX
screen of Customer Service Management
(CSM) Configurable Workspace
UI Form PRB1802708 After configuring reference qualifier
Administration conditions in an M2M table, all active
records are shown instead of filtering
correctly
UI Form PRB1815936 Workspace UI policies using an 'Ends with'
Administration condition incorrectly evaluate to true if
the condition value is greater than the
field value
UI Form PRB1765759 Record pages in UI Builder don't honor the
Administration 'no labels' = true attribute to prevent the
rendering of the tags icon
UI Form PRB1794562 Opening the incident description via VTB
Administration causes a field update and white space
removal
UI Form PRB1808174 Interactions and incident forms don't load
Administration properly
UI Form PRB1754094 The menu button is incorrectly labeled,
Administration which leads to confusion
UI Form PRB1738430 When Workspace tabs lose connection,
Administration they don't receive updates or sync
Universal Request PRB1823185 UR state mapping fails
Universal Request PRB1798522 It isn't possible to 'accept resolution' or
'not accept resolution' on the Service
Portal from an iPhone on Safari, Edge and
Chrome browsers
Universal Request PRB1789807 Universal request state mapping doesn't
update additional comments or work
notes
Upgrade Center PRB1776398 After a family upgrade and activating the
Store app, conditional content isn't being
installed
Upgrade Center PRB1734661 Some records are reporting as skipped
in a builder instance, but have no
sys_update_xml, and those records show
as inserted in the upgrade preview
Upgrade Center PRB1804085 MetadataCustomization Population
job creates a high volume of
*package_inventory.csv files and
occupies terabytes of app server disk
space
Upgrade Monitor PRB1784452 Slow queries observed for Upgrade
Monitor that aren't using any index
© 2024 ServiceNow, Inc. All rights reserved.
518
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.
 Problem category Problem Short description

Upgrade Plans PRB1765329 'Auto Resolved by Upgrade plan'

comments are seen in 'Skipped changes'
Usage Analytics PRB1807002 Errors while processing certain definition
IDs in Xanadu
Usage Analytics PRB1806983 Errors while processing certain definition
IDs in Xanadu
Usage Analytics PRB1764330 An 'Abrupt verify' error while checking for
entitlements during initializing of Appsee
UX Metrics Configuration
UXF Components PRB1790783 Filtering on the 'Plans' tab in the 'Crisis
Event' page and adding the selected list
of items adds the entire BCP plan table
record to the event in BCM Workspace
UX Framework PRB1792196 The 'Extend your session' option isn't
occurring for single sign-on (SSO) users
UX Framework PRB1764138 Landmark focus (Back), a new feature of
'keyboard shortcuts', isn't working
UX Framework PRB1798658 The To recipient field isn't displayed
because of the email header in
Customer Service Management (CSM)
Configurable Workspace
UX Framework PRB1688293 On the Customer Service Management
(CSM) Workspace 'Interaction' page,
there's a mismatch between the selected
tab and the tab content that's displayed
UX Framework PRB1745759 Tooltips on the timeline component don't
load translations
UX Framework PRB1819244 Duplicate properties in
sys_ux_data_broker table records cause
a white screen on page load for Next
Experience pages and Workspaces
UX Framework PRB1792042 The REST API errors with an obtrusive 503
error modal pop-up on a Workspace
UX Framework PRB1788948 Upon reload, dependent macroponents
of a subpage aren't rendering
UX Framework PRB1818682 UI Builder data broker sends empty
context props as 'null' [type string] instead
of null [type object].
UX Framework PRB1762374 Viewport modal content overflows
outside of the modal and the resize icon
doesn't align with the border when 'Resize
Enabled' and 'Bare' are true
UX Framework PRB1804008 'Create New Case' and the 'Loading' tab
appears after the browser or session is
closed

© 2024 ServiceNow, Inc. All rights reserved.

519
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.
 Problem category Problem Short description

UX Framework PRB1768742 When the user opens attachments on

the Strategic Planning Workspace they
have no way of navigating back to the
Workspace
UX Framework PRB1784434 Databroker 'Fetch EVAM Data' executes
a query twice when it is used on millions of
data
UX Framework PRB1729754 A duplicate of a browser tab in
Configurable Workspace isn't giving
consistent results
UX Framework PRB1807412 A Chrome page title isn't reflecting
properly
UX Framework PRB1818604 Inconsistent behavior in views
displayed when navigating between
interaction records in Customer Service
Management (CSM) Workspace and the
browser
UX Framework PRB1795533 Hover pop-ups on the calendar don't
disappear after upgrading to Washington
DC
UX Framework PRB1786454 For keyboard shortcuts, landmark focus
(backward and forward) and Open user
menu isn't working as expected
UX Framework PRB1778611 In the 'Customer Success' Workspace,
adding a comment or a work note to a
case causes a hidden contextual side
panel to unhide itself
UX Framework PRB1720237 A case tab preview doesn't work for some
case tabs
UX Framework PRB1814114 An instance is significantly slower when
zoomed in to 400% at a lower resolution
UX Framework PRB1822144 After upgrading to Xanadu, Workspace
date fields display an inaccurate date
format error
UX Framework PRB1804605 Service Operations Workspace has a
'Record Not Found' error message
UX Framework PRB1762431 In Workspace when the tabs component
position is changed from 'Top' to 'Start',
and tabs are trimmed if there are multi-
line text fields with long descriptions
UX Framework PRB1824580 Optimize V1 SRC conditions to filter
out macroponent properties (input
properties) based on the parameter
mapping field

© 2024 ServiceNow, Inc. All rights reserved.

520
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.
 Problem category Problem Short description

UX Framework PRB1832759 Enabling the resize configuration for

modals isn't working on a Standard
Record Page (SRP)
UX-Metrics PRB1781625 Users observe an error in
ClientInteractionRepository when running
an Automated Test Framework (ATF) test
for HR Agent Workspace
Versatile Node PRB1804671 SystemI_d and Node_Id are interchanged
and Cluster in sys_cluster_state when VNCC is off
Configuration
Virtual Agent PRB1792782 When generating an HTML OutputCard
an extra conversation task is unnecessarily
loaded
Virtual Agent PRB1795927 Flow error with the 'OneExtend Profanity
Filter' subflow
Virtual Agent PRB1818121 The state of the Virtual Agent chat
window isn't announced to screen reader
users
Virtual Agent PRB1767515 Trailing spaces in Virtual Agent feedback
survey metrics definitions are causing
issues in the CI Analytics Dashboard
Virtual Agent PRB1775276 There is a Virtual Agent custom text input
validation error when the user inputs text
with a double quote that fails validation
Virtual Agent PRB1733386 The business rule, 'update predict
outcome for conversation' is triggered
even after a conversation has been
completed and closed
Virtual Agent PRB1799405 The custom bot profile of the Virtual
Agent chat changes when a topic is
created using the 'Grouped choice' user
input component
Virtual Agent PRB1783451 An API replaces each Japanese
character with '?' in the Content-
Disposition response header
Virtual Agent PRB1784935 OIDC token verification failure as JTI is
enabled by default
Virtual Agent PRB1783965 The Virtual Agent conversation isn't ended
immediately when Dynamic Translation
for Virtual Agent is enabled
Virtual Agent PRB1819627 Glide.cs.disable. show_me_everything
doesn't work as expected when the topic
picker is empty
Virtual Agent PRB1765722 The Virtual Agent table bot response
card doesn't display all data properly

© 2024 ServiceNow, Inc. All rights reserved.

521
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.
 Problem category Problem Short description

after upgrading to Washington DC or

Vancouver
Virtual Agent PRB1819265 Follow-up queries that aren't in English
intermittently hang
Virtual Agent PRB1776622 The post-chat survey displays in the
agent's language rather than the
requester's language
Virtual Agent PRB1766344 The 'Interaction State' reason is improperly
set after a post-chat survey
Virtual Agent PRB1793069 Some dependencies are missed during
installation of the Now Assist for Creator
(NAFC) 26.1.1 bundle
Virtual Agent PRB1791956 Multiple entities for slot filling cause a
conversation to crash
Virtual Agent PRB1812011 Domain-specific users don't see topics
from their domain
Virtual Agent PRB1787170 The Virtual Agent in Now Assist is
unresponsive when reaching the variable
maximum in client scripts
Virtual Agent PRB1783612 An error occurs while transcribing the
message for the 'Record Card' adapter
card
Virtual Agent PRB1776548 Deleting a sys_user and adding them
back with the same user_id can cause
Virtual Agent AMB authorization issues
Virtual Agent PRB1790051 Virtual Agent error in Microsoft Teams
Virtual Agent PRB1781543 A survey returns an incorrect value in
Virtual Agent
Virtual Agent PRB1823688 ACL prevents read access on the field
level, despite a non-matching record
condition
Virtual Agent PRB1820780 The Voice Interaction Resource API fails to
look up the user by user ID unless it's the
same as the user email
Virtual Agent PRB1806955 Sanitized text should not be accepted
during a live agent chat
Virtual Agent PRB1718858 'Internal Server Error - 500' when
attempting to save a Virtual Agent test
case
Virtual Agent PRB1781835 Unable to create a new Now Assist
deployment channel record for the
provider channel 'Identity'
Virtual Agent PRB1771872 Outdated URL when accessing the
content item 'Implement advanced

© 2024 ServiceNow, Inc. All rights reserved.

522
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.
 Problem category Problem Short description

analytics with Performance Analytics from

Virtual Agent'
Virtual Agent PRB1821162 Voice transcript API reopens a closed
conversation when calling a save voice
transcript API
Virtual Agent PRB1777529 Selecting Continue this topic doesn't
resume the topic but closes the
conversation
Virtual Agent PRB1781037 The chatbot in Virtual Agent can't be
closed without using a mouse
Virtual Agent PRB1800743 SensitiveDataHandling unmasking won't
work if the value contains a '$' character
Virtual Agent PRB1803180 NowLLM connection alias should not be
set in the capability definition for other
providers
Virtual Agent PRB1822221 A return after topic selection isn't a
linguistic sentence
Virtual Agent PRB1782232 Utterance length isn't checked at topic
Discovery, which allows large utterances
that cause a slow down
Virtual Agent PRB1795646 Changing the chat body text font isn't
applied for the card rendered in the
Virtual Agent header
Virtual Agent PRB1788742 The Talent Development helper topic isn't
Designer Legacy discovered
Virtual Agent PRB1800264 Virtual Agent Designer crashes when
Designer Legacy removing a field from Record Action Utility
Virtual Agent PRB1793793 NAVA topic execution doesn't
Designer Legacy populate the 'API' column in a
sys_cs_fdih_invocation table, causing ETL
job failure
Virtual Agent PRB1793134 A user without elevated privileges can't
Designer Legacy create a large language model (LLM)
sys_cs_context_profile
Virtual Agent PRB1799111 A conversation errors out when slot-filling
Designer Legacy returns slots that don't have matching
field definitions
Virtual Agent PRB1816687 The base instance 'Record action utility' in
Designer Legacy Virtual Agent Designer is unsafe to use if
updating the user
Virtual Agent PRB1799095 Unable to see the test results for the 'walk-
Designer Legacy up check-in' topic
Virtual Agent Web PRB1807451 Disabling 'new message below/above'
Client doesn't work as expected

© 2024 ServiceNow, Inc. All rights reserved.

523
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.
 Problem category Problem Short description

Virtual Agent Web PRB1813366 NAVA loading state text and avatar is
Client missing
Virtual Agent Web PRB1811601 There's multiple UI issues in NAVA
Client
Visual Task Boards PRB1765103 The X button on the 'Response' tab
overlaps with the X button on card on the
Virtual Task Board
Visual Task Boards PRB1772001 Visual Task Board swimlane reorder
doesn't work when non-consecutive lanes
are selected under lane configuration
Visual Task Boards PRB1822106 When using the Move button to move a
card between existing Visual Task Boards,
the performance of the pop-up gradually
decreases as more boards are added
and as more cards are added to the
boards
Visual Task Boards PRB1633785 Fields configured for Visual Task Board
(VTB) view doesn't display all the time if
'Show Card Info' is enabled or disabled
multiple times
Visual Task Boards PRB1658015 Report view field ACL error when
accessing a report while only 'group by'
conditions are applied for the vtb_card*
table
Walk-Up PRB1827999 Implement an advanced activity
Experience configuration script so walk-up visit counts
are visible again
Walk-Up PRB1801862 The Badge Reader API throws the error
Experience message: 'Could not find location queue
associated with badge reader'
Walk-Up PRB1791373 When a user schedules appointment
Experience and it fails, the system still creates the
interaction against the user appointment
request
Walk-Up PRB1805976 An 'Error while fetching List View' error
Experience is visible in the 'My Items' widget when
users make walk-up visits as primary in the
activity configuration
Walk-up PRB1781252 Inconsistency with the walk-up date
Experience Portal translation
Walk-up PRB1809389 Walk-up survey options aren't fully
Experience displayed for tablet devices
Surveys
Web Content PRB1799156 Accessibility issues on a 'Reservation' form
Accessibility (Book a desk)
Guidelines

© 2024 ServiceNow, Inc. All rights reserved.

524
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.
 Problem category Problem Short description

(WCAG)
Conformance
Word Document PRB1789946 A corrupted Word document generates
APIs from the WordDocumentAPIs after a
recent update in Microsoft Office Word
Work Order PRB1820564 The 'Populate Group - Dispatch/Work'
Management business rule triggers an update on the
finance task record from unregistered
external users
Work Order PRB1784924 Updates made to the wm_task.state label
Management in the platform aren't reflected in 'My
Map'
Work Order PRB1835428 The preferred date and time format isn't
Management honored in the dispatcher Workspace
task panel
Work Order PRB1786639 customerservice_agent can view all
Management records in a time worked table
Work Order PRB1798406 Updating 'Assigned to (Assign Group
Management change)' assigns the 'Assigned to',
even though the g_scratchpad.v
endor_group_type is null or undefined
Work Order PRB1816836 The workforce module in the Customer
Management Service Management (CSM) and Field
Service Management (FSM) Configurable
Dispatcher Workspaces takes a long time
to display data
Work Order PRB1782808 A manual update doesn't update the
Management travel time
Work Order PRB1781421 The Request more information button on
Management the work order task table doesn't work in
Workspace
Work Order PRB1797615 The estimated end isn't calculated when
Management 'Assign across the schedule entries' is true
and the scheduled start date is edited
manually and saved
Zing Text Indexing PRB1768649 Exact match search result is showing a
and Search column value as 'None'
Engine
Zing Text Indexing PRB1655206 After selecting 'View all knowledge
and Search matches' from the global search results,
Engine the search group conditions aren't
honored in the knowledge.do results

Browser support
Browser support varies for each version of the user interface (UI). Some features have
additional browser requirements, which are noted in the appropriate documentation.
© 2024 ServiceNow, Inc. All rights reserved.
525
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.
 Note: Starting with the Washington release, Internet Explorer and Internet Explorer
mode in Edge are no longer supported.

Browser support for each UI version

Browser Next Experience Workspace Core UI Service Portal

Chrome Latest public Latest public Latest public Latest public

release of the release of the release of the release of the
browser, and browser, and browser, and browser, and
the two previous the two previous the two previous the two previous
releases releases releases releases
Firefox Latest public Latest public Latest public Latest public
and release of Firefox release of Firefox release of Firefox release of Firefox
Firefox and Firefox ESR, and Firefox ESR, and Firefox ESR, and Firefox ESR,
ESR and the two and the two and the two and the two
previous releases previous releases previous releases previous releases
Internet Not supported Not supported Not supported Not supported
Explorer
Microsoft Latest public Latest public Latest public Latest public
Edge release of the release of the release of the release of the
Chromiumbrowser, and browser, and browser, and browser, and
the two previous the two previous the two previous the two previous
releases releases releases releases
Safari Safari 12.0 and up Safari 12.0 and up Safari 12.0 and up Safari 12.0 and up
Tablet Not supported Not supported Supported Latest version of
Mobile iOS and Safari

Latest version
of Android and
Chrome

Phone Not supported Not supported Not supported Latest version of

Mobile* iOS and Safari

Latest version
of Android and
Chrome

*Mobile phone browsers do not support the desktop version of the UI. Instead, mobile
browsers use the mobile UI .

Firefox
The iOS version of Firefox does not support ServiceNow Community or other Service Portal
pages.

Accessibility and conformance

View a summary of accessibility updates and improvements completed for the Yokohama
family release. Learn which Voluntary Product Accessibility Template (VPAT) was used to
®
create Accessibility Conformance Reports (ACRs) for ServiceNow products and where to
access them.

© 2024 ServiceNow, Inc. All rights reserved.

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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.
 Release Highlights
Release Highlights will be available here by Yokohama General Availability.

Product Accessibility
A Voluntary Product Accessibility Template (VPAT) is a globally recognized reporting format
used to evaluate the accessibility of a product or service. ServiceNow uses the international
version of the VPAT to create Accessibility Conformance Reports (ACRs). ACRs are available
for the currently supported ServiceNow releases.

For a full list of available accessibility conformance reports, see Accessibility conformance
reports .

Related topics
Section508.gov

Prepare your upgrade

Before each upgrade, refresh your memory on general upgrade information, learn which
important pre- and post- upgrade tasks apply to your upgrade, and learn how to use
®
ServiceNow products and tools to make your experience easier.

To help you get ready for a safe and effective upgrade, all the most important upgrade
resources are compiled in one place.

Upgrading to a new ServiceNow release

ServiceNow upgrades Pre- and post- Upgrade planning

upgrade tasks checklist

Learn high-level
information about Identify any tasks to Use the end to end
upgrades, such as complete before and checklist to plan and
duration, rollback after the upgrade for your track the activities
options, and testing. applications and features. for your upgrade.

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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.
 Upgrade tools Upgrades and the
and resources ServiceNow Store
®

Learn about ServiceNow Learn about how

products, tools, upgrades are applied
and resources that ®
to ServiceNow
can improve your
Store applications.
upgrade experience.

ServiceNow upgrades
The upgrade process moves your instance to a new ServiceNow release version. Understand
the difference between upgrading and patching, release definitions, rollback and backup
options, and how to test your non-production and production instance upgrades.

Before you begin the upgrade process, read the Yokohama release notes and review the
upgrade and migration tasks for your applications and features.

System upgrades can be significant projects. Each ServiceNow feature release includes
major additions, and you should always consider the impact of new functionality on an
instance. Upgrading implements enhancements to all features that are part of the base
system or are already active, unless the feature is customized on your instance. For a list of
all available plugins and whether they are active by default on the base system, see List of
Yokohama plugins .

Careful preparation and knowledge of the available software, tools, and resources can
contribute to a successful upgrade. In addition to the materials provided by ServiceNow,
it is important to understand how your ServiceNow instance is currently operating and the
performance level of key business functionality. Set the expectation with IT and business
users that time must be dedicated to preparing for, implementing, and testing ServiceNow
upgrades.

If you have any issues during the upgrade process, contact Customer Service and Support .
Customer Service and Support is available 24 hours a day, 7 days a week to assist you with
any questions or issues.

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 For additional help with upgrades, ServiceNow also offers various Production Readiness
Services . These services specifically address challenges with instance upgradability,
manageability, scalability, and performance. The reviews are performed by a ServiceNow
certified professional consultant, who provide recommendations to align customer
configurations with ServiceNow best practices. Contact your ServiceNow sales representative
for more details.

Upgrade and update durations in Yokohama

The upgrade process takes a significantly shorter time for both updates and upgrades. (An
update occurs when an instance moves from one patch or hotfix to another within the same
release family. An upgrade occurs when an instance moves from one release family to
another). As always, test your upgrades, but don't assume from the much faster completion
time that the update or upgrade wasn't successful.

Supported upgrades
You can upgrade directly to the latest release family. If multiple software versions are
involved in your upgrade, be sure to consult the release notes for each version between
your current version and the target version. For more information about release terminology
and availability phases, see the ServiceNow Release Cycle [KB0547244] article in the Now
Support Knowledge Base.

Upgrades vs. updates

ServiceNow organizes its releases into families. A family is a set of releases that are named
after a major city, such as Yokohama. Families also contain patches and hotfixes. For
example, the following releases are both part of the Orlando family:

• Orlando Patch 4
• Orlando Patch 3 Hotfix 2

Upgrading is the act of moving to a release that is in a different family than your current
release. For example, a move from London Patch 7 to Orlando Patch 3 is an upgrade
because London and Orlando are different families.

Updating is the act of moving from one patch or hotfix to another within the same release
family. For example, a move from Orlando Patch 1 to Orlando Patch 3 is a update because
both versions are part of the Orlando family.

In both cases, the target release is Orlando Patch 3. It is the difference between your current
and target release family that determines whether you are upgrading or updating.

Features, patches, and hotfixes

Each release family contains features, patches, and hotfixes.

A feature provides a complete solution that customers can implement to add value to their
organization. New features are generally only available as part of a feature release. Features
are supported with patches and hotfixes.

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 Type Scope

Feature
• Introduces new features
• Includes all available fixes to existing functionality
• Is production-oriented; quality and stability are of the highest
priority throughout the lifecycle

Patch
• Supports existing functionality with a collection of problem fixes
• Generally does not include new features

Hotfix
• Supports existing functionality with a specific problem fix for a
feature release
• May or may not include any previous fixes for a given release
• Does not include new features

For more information about release terminology and availability phases, see the ServiceNow
Release Cycle [KB0547244] article in the Now Support Knowledge Base.

Rollbacks and backups

When you plan an upgrade, remember that ServiceNow does not provide a universal
rollback option. Rollbacks are available for updates (for example, Yokohama patch-to-
patch and Yokohama patch-to-hotfix). The rollback window is 10 days by default. You can
customize this window by modifying the glide.rollback.expiration_days property. To
request a rollback, contact Customer Service and Support .

Avoid restoring a production instance from backup, when possible, due to downtime and
data loss. When a problem cannot be solved using other methods, restoring a production
instance from backup is a final option. ServiceNow can restore an instance to any point in
time, regardless of when a backup is completed. Customer Service and Support provides
support 24 hours a day, 7 days a week for assistance with critical post-upgrade issues.

Note: ServiceNow does not perform on-demand backups. Instances are

automatically backed up daily during non-peak business hours on schedules defined by
ServiceNow. The timing of existing backup schedules is not adjusted.

Testing throughout upgrades

Testing is an integral portion that occurs after each instance is upgraded. After you upgrade
an instance, test and validate it.

This instance naming convention assumes that you have three ServiceNow instances. If you
have three instances, upgrade your instances in this order:
1. Development
2. Test
3. Production

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 If you have more or less than three instances, or if you are using Team Development , these
instance labels will be different. In general, upgrade your instances furthest from production
towards your production instance.

Instance Type of testing required

Development Conduct smoke tests.

Test
• Use the ServiceNow Automated Test Framework to assist you in
testing your non-production instances.
• You can use Automated Test Framework quick start tests and
product testing suites to help you jump start your testing before
and after upgrades. For a list of available tests and activation
information, see Quick start tests .
• For extra testing coverage, you can also conduct user
acceptance testing (UAT) on your non-production instances.

Production Conduct UAT.

Note: The Automated Test Framework is intended for use

on non-production instances. On your production instance,
conduct UAT only.

If you encounter any post-upgrade issues, document the issue's conditions, steps to
reproduce the issue, and your customizations. Contact Customer Service and Support to
open an incident for each issue, and provide this information accordingly. Customer Service
and Support is available 24 hours a day, 7 days a week to assist you with any questions or
issues.

Pre- and post-upgrade tasks for various products

In preparation for your upgrade, review the upgrade and migration tasks for various
applications and features. Plan to complete these tasks, when applicable, before or after
the upgrade is complete.

Prepare your instance for a smoother upgrade

Before you upgrade to Yokohama, review these pre- and post-upgrade tasks and complete
the tasks as needed.

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 Upgrade and migration tasks

Important: For any changes in the upgrade procedure for self-hosted customers, see
KB0563844 for details.

Upgrade planning checklist

Plan and track the activities related to your ServiceNow instance upgrade. To help ensure
that you complete all the tasks for a successful upgrade, follow the step-by-step instructions
in the upgrade planning checklist to track and plan the upgrade.

Some optional steps may not be appropriate depending on the number of instances,
customizations, and so forth. Mark the ones you do not need in the N/A column.

Tip: To download a PDF version of this checklist, click here .

The process for completing steps for self-hosted customers may vary (for example, requesting
an instance clone or upgrades). These differences must be considered during planning.

Customer name:
Product instance name: https://[instancename].service-now.com
Other instance names https://[instancename].service-now.com https://
[instancename].service-now.com

Description Yes No N/A

Phase 1 - Read the release notes and plan your upgrade

1
Review the Yokohama release notes for
the target ServiceNow feature release and
patch, in addition to product and release
documentation.

For Yokohama -specific upgrade

considerations, see Pre- and post-upgrade tasks
for various products.

Phase 2 - Complete these planning tasks.

2
Confirm which ServiceNow instances are in-
scope for upgrade.

3
Confirm the instance hosting model. For
example, ServiceNow cloud, on-premise, or off-
premise.

4
Based on the Yokohama release notes and
other release materials, determine new
functionality or notable changes that need to
be validated after the upgrade.

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 Description Yes No N/A

5
Confirm plans to enable or disable features
introduced in the new product release.

6
Review the Browser support to determine
browser prerequisites. For example, versions and
types supported, and additional requirements
for new UI versions. Compare these supported
browsers to your corporate standard and
identify any gaps.

7
Create a project plan for cloning, upgrading,
and testing.

8
Identify the core team of testers, power users,
and key stakeholders required to validate
functionality in the ServiceNow instances before
and after the upgrade.

9
Confirm whether there are any change freeze
windows impacting the timing for environment
clones or upgrades. For example, end quarter.

10 Confirm which of the following situations applies

to your ServiceNow non-production instances:
1. Development and testing can be frozen until
the production upgrade is completed.
2. Continued development (and testing)
activities need to continue in a non-
production instance while upgrade,
remediation, and testing activities are
performed in parallel on another instance.
3. Once the final upgrade to your production
instance is complete, the cloning of your final
production instance to your non-production
instance will wait until after the production
upgrade is complete.

11
Confirm the availability of other systems
required for integration testing (key resources
and environments).

12
Confirm whether there are any restrictions in
which ServiceNow instances can be used for
integration testing. For example, an interfacing
system is only set up to access a specific
ServiceNow test instance.

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 Description Yes No N/A

13
Confirm the testing scope and approach.

14
Create a comprehensive test plan including
test cases for all core instance functionality and
integrations.

15
Confirm the method for tracking any defects
identified during testing.

16
Create a high-level implementation plan that
covers:
• the sequence and timing to upgrade non-
production and production instances
• the instances to be cloned
• the instance to be used for integration testing.
17
Confirm whether there are any change freeze
windows impacting the timing for environment
clones or upgrades. For example, end quarter.
Responsible: ServiceNow or Customer
18
Determine whether existing internal training
materials, Knowledge Base articles in the
customer instance, or other supporting
documentation must be updated to align with
the upgraded version. For example, changes in
functionality or user interface.

19 Optional: Schedule the ServiceNow

Configuration Review , which provides
recommendations to align the customer
configurations with ServiceNow best practices.

Note:
There may be a service charge and
require professional services engagement.

20
On your production instance, create a system
clone and select your development instance as
the Target instance. Notify impacted users and
internal stakeholders of the scheduled date/
time for cloning (from production) and upgrade
of the non-production instance.

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 Description Yes No N/A

Note:
It is important to test on a system that
reflects the production instance as closely
as possible. If your non-production and
production instances are the same size,
include the production audit log and the
attachment data, and ensure that you
have deselected the exclude options.
Phase 3 - Verify your upgrade configurations and schedule the development instance
upgrade in Now Support
21
Check the configuration of the Check
distribution for possible upgrade
scheduled job to view how often and when it
runs.

22
Verify that the Check distribution for possible
upgrade sys_trigger is set properly for
upgrading.

23
Verify that the Check database for possible
upgrade sys_trigger is set properly for
upgrading.

24
Schedule the upgrade in Now Support.

25
If applicable, request a version entitlement.

Phase 4 - Upgrade and validate the development instance

26
Using the Upgrade Monitor, monitor the
upgrade to your instance and validate that
the upgrade to your development instance is
complete.

27
After the upgrade for your development
instance is complete, process the skipped
records list in the Upgrade Monitor.

28
Identify your update sets.

29
Before and after upgrading, conduct smoke
tests on your development instance. Use your
comprehensive test plan to perform functional
testing.

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 Description Yes No N/A

Phase 5 - If applicable: Upgrade and validate your other non-production instances, such as
your test instance
30
On your production instance, create a system
clone and select your development instance as
the Target instance.

31
Schedule the non-production upgrade in Now
Support and verify your upgrade configurations.

32
Validate that the upgrade to your non-
production instance is complete.

33
Install any optional plugins that were installed
on your development instance.

34
Install any custom applications and post-
upgrade fix scripts that you need.

35
Install update sets.

36
Perform functional testing and monitor the
performance of your instance.

Phase 6 - Prepare to upgrade the production instance

37
Confirm sign-off from IT and Business
stakeholders that all non-production instance
defects have been fixed and validated in
update sets.
Responsible: Customer
38
Confirm the core team of key stakeholders
required to validate functionality in the
ServiceNow instance after the production
upgrade.
Responsible: Customer
39
Confirm coverage for Day 1 support post-
upgrade.
Responsible: Customer
40
Create a Production Upgrade Implementation
Plan that includes all upgrade steps, roles and
responsibilities, communication plans, key
contacts, support coverage for Day 1, and so
forth.

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 Description Yes No N/A
Responsible: Customer
41
Schedule a walkthrough and sign-off of the
Implementation Plan with key stakeholders and
the core team.
Responsible: Customer
42
Submit and obtain approvals for change
records as required by the organization change
process.
Responsible: Customer
43
Send a communication to key stakeholders
and end users with details for the production
upgrade outage, new features, and so forth.
Responsible: Customer
44
Profile the performance of your instance before
upgrading.

45
Use the ServiceNow Performance homepage
to document the performance of your instance
before the upgrade.

46
On your clone, perform functional testing and
monitor the performance of your instance.

Phase 7 - Upgrade the production instance

47
Schedule the upgrade in Now Support.

48
If applicable, request a version entitlement.

49
Monitor the upgrade to your instance and
validate that the upgrade to your production
instance is complete.

50
Apply any update sets and post-upgrade fix
scripts that you have.

51
Validate and test your instance by conducting
user acceptance testing (UAT). Verify with all
key stakeholders that the system is performing
properly after production upgrade, and key
functionality is available.

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 Upgrade tools and resources
Learn about ServiceNow products and tools that can improve your upgrade experience.

Products
Use these ServiceNow products to automate parts of your upgrade testing and manage your
upgrades from one central place.
Automated Test Framework

The Automated Test Framework (ATF) enables you to 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.

Note: By default, the system property to run automated tests is disabled

to prevent you from accidentally running them on a production system.
Run tests only on development, test, and other non-production instances to
avoid data corruption and outage.

Upgrade Center
®
Use ServiceNow Upgrade Center to plan and manage your upgrades. Use
the Upgrade Preview module to explore different release versions available to
you and gain insights about the experience of an upgrade without actually
upgrading your instance. You can also monitor the status of any ongoing
upgrade and view the summary of your latest upgrade with the new Upgrade
Monitor module. The Upgrade Center also features an Upgrade visual task board
(VTB) to manage post-upgrade skips. A separate Upgrade History module can
be used to view all your past upgrades.

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 Upgrade tools
In addition to upgrade-related products, you can also use ServiceNow's upgrade tools.
Now Support upgrade assist
Stay current by automating your ServiceNow upgrades. Use an automated
service to offload upgrade scheduling tasks.
Known Error portal
Review a list of known issues in selected patch release versions.
Sample upgrade project plans
The Upgrade planning checklist provides a quick look at the steps in an
upgrade. If you'd like to track your upgrade progress in Excel, PDF, or Microsoft
Project, you can download these sample project plans to get started.
• PDF
• Excel
• MPP

Best practices
Visit the ServiceNow Customer Success Center website for information on upgrade value and
best practices.
Upgrade value calculator
Determine the potential business value of staying current with ServiceNow
upgrades.
Playbook: Upgrade quickly and maintain platform health
Use upgrade processes and tools to conduct your upgrades, and learn how to
make changes to your baseline system when required.
Balance value and risk with platform customizations

Learn when and how to customize your instance to maximize value and
minimize upgrade impact.

Balance value and risk with platform customizations.

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 Resources
ServiceNow Customer Success Center
Browse prescriptive content and tools such as playbooks, checklists, and quick
answers to gain more value from your ServiceNow implementation.
Expert services
Connect with a ServiceNow expert who will help you apply best practices and
tools to upgrade to the most recent ServiceNow innovations.

Upgrades and the ServiceNow Store

The ServiceNow Store includes official applications that are developed and released by
ServiceNow. Users can download, access, and configure Yokohama apps on their instances.
Store application versions can be upgraded when you upgrade your instance to a new
release version.
®
New versions for a ServiceNow Store app can be defined in patch and family releases. This
includes the ability to define a minimum version and/or a hotfix for a version you already
have installed. If your instance has an installed app version below the defined minimum
version, the app will be upgraded to the minimum required version. Similarly, if your instance
has an installed app below the defined hotfix version, your app will be upgraded to the hotfix
version.

For example, consider an application that defines these versions in a release: 1.7.0, 2.4.1, and
3.0.1. In this example, version 1.7.0 is the minimum version. Versions 2.4.1 and 3.0.1 are hotfix
versions.

When an instance upgrades to the release version, the following behavior occurs:

Minimum version upgrades

Version installed before the upgrade Expected version after the upgrade

1.0.0 1.7.0 - The version upgrades to the minimum

version
1.3.2 1.7.0 - The version upgrades to the minimum
version
1.7.0 1.7.0 - The version stays the same, because
the instance was already on the minimum
version
1.7.2 1.7.2 - The version stays the same, because
the instance was already ahead of the
minimum version

Hotfix version upgrades

Version installed before the upgrade Expected version after the upgrade

1.8.0 1.8.0 - The version stays the same, because

the instance was already ahead of the
defined hotfix version
2.0.0 2.4.1 - The version upgrades to the defined
hotfix version

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 Hotfix version upgrades (continued)

Version installed before the upgrade Expected version after the upgrade

2.6.0 2.6.0 - The version stays the same, because

the instance was already ahead of the
defined hotfix version
3.0.0 3.0.1 - The version upgrades to the defined
hotfix version
3.0.5 3.0.5 - The version stays the same, because
the instance was already ahead of the
defined hotfix version
4.0.0 4.0.0 - The version stays the same, because
there are no hotfix versions defined for
4.0.0+.

Upgrade to the Yokohama release

Upgrading and patching your instance requires planning, testing, and validation. To ensure
a safe and effective upgrade, read the release notes, create upgrade plans, and test your
upgrade on non-production instances before upgrading your production instance.

Important: These topics contain in-depth explanations about upgrades. For a step-
by-step reference of upgrade steps, refer to the Upgrade planning checklist.

Phase 1 - Read the release notes and plan your upgrade

Before you begin the upgrade process, it is essential to read
the release notes for your target version so you understand the
required upgrade and migration tasks. This information helps
you plan a safe and effective upgrade.

Phase 2 - Prepare for the development instance upgrade

For a better understanding of your production upgrade
duration, request a full clone of your production instance
(including large tables and attachments) onto a non-
production instance. Confirm your current and target release
versions, because you will later use this information when
scheduling your upgrade in Now Support.
Phase 3 - Verify your upgrade configurations and schedule the
development instance upgrade in Now Support
Check the configuration of the Check distribution for
possible upgrade scheduled job to view how often and
when it runs. Review information about timing your upgrade in
coordination with the Check distribution for possible
upgrade scheduled job. Then, schedule your upgrade in Now
Support.

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 Phase 4 - Upgrade and validate the development instance
Track the progress of your upgrades with the Upgrade
Monitor. For your first non-production instance upgrade (your
development instance), use the Upgrade Monitor to process
the skipped list of records that were not addressed in the
upgrade. Then identify your update sets and perform functional
testing.
Phase 5 - If applicable: Upgrade and validate your other non-
production instances, such as your test instance
After you've configured and refined your development
instance, request to upgrade any other non-production
instances you have, such as a test instance. Immediately after
the upgrade is complete, apply the post-upgrade changes
made to your development instance, including activating
optional plugins, installing and upgrading applications, and
applying update sets.
Phase 6 - Prepare to upgrade the production instance
After you have configured and refined your test environment
to be a good representation of your production environment,
prepare to upgrade your production instance.

Phase 7 - Upgrade the production instance

After you have upgraded your development, non-production,
and test instances, upgrade your production instance last. Then
validate that the upgrade was complete, apply update sets
and fix scripts, and perform post-upgrade user acceptance
testing (UAT).

Phase 1 - Read the release notes and plan your upgrade

Before you begin the upgrade process, it is essential to read the release notes for your target
version so you understand the required upgrade and migration tasks. This information helps
you plan a safe and effective upgrade.

Before you begin

Important: If multiple software versions are involved in your upgrade, be sure to

consult the release notes for each version between your current version and the target
version.

Role required: admin.

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 About this task

Procedure
1. Read the release notes for your target version.
Review upgrade and migration tasks that you will need to complete before or after your
upgrade.

◦ ServiceNow provides release notes for every release. The release notes offer valuable
information about new functionality, notable changes, and fixes available in a particular
version. Read the Yokohama release notes to determine whether the upgrade contains
functionality you need and fixes that resolve any issues affecting your instance. The
release notes can also help you determine whether items you previously customized are
being upgraded.
◦ For Yokohama -specific upgrade considerations, see Pre- and post-upgrade tasks for
various products.
◦ If you are thinking about upgrading to the Yokohama family, problem (PRB) fixes can be
an important factor in your upgrade plans. You can generate a list of . Compare the lists
of fixed problems across various Yokohama upgrade scenarios to help you decide which
release version to upgrade to.
2. Complete the preparation and planning tasks in Phase 2 of the Upgrade planning
checklist.

The checklist contains a list of planning tasks that guide you through various aspects
of upgrade preparation. You are guided through tasks such as scoping, gathering
stakeholders, identifying features to disable and enable, and creating test plans to use
throughout the upgrade. Follow these steps to ensure that all aspects of your organization
are ready for the upgrade.

3. To better prepare for the upgrade, evaluate the level of customizations on your instances.

For information on customization best practice guidelines, visit the Customer Success
Center website .

Complexity score Customization examples

Low
◦ Modification to form layout/design
◦ Add fields and/or UI policies to forms

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 Complexity score Customization examples

◦ Build simple custom integration

◦ Extend an existing table (such as incident) in scope with new
fields only
Low-medium
◦ Extend an existing table (such as incident) in scope with some
scripting
◦ Extend an existing table (such as incident) as the basis for a
different application, such as HR
Medium Build a new scoped application
Medium-high Build a new global application
High
◦ Change baseline business rules (such as modifying the SLA
process)
◦ Build a complex custom integration

4. Create a comprehensive test plan that includes test cases for all core instance
functionality and integrations, including any customizations you may have.

To efficiently test and evaluate system functionality, create a set of detailed test scripts for
your testing team to use. You will use this test plan throughout each instance upgrade.

Instance Type of testing required

Development Conduct smoke tests.

Test
◦ Use the ServiceNow Automated Test Framework to assist you in
testing your non-production instances.
◦ You can use Automated Test Framework quick start tests and
product testing suites to help you jump start your testing before
and after upgrades. For a list of available tests and activation
information, see Quick start tests .
◦ For extra testing coverage, you can also conduct user
acceptance testing (UAT) on your non-production instances.
Production Conduct UAT.

Note: The Automated Test Framework is intended for use

on non-production instances. On your production instance,
conduct UAT only.

Phase 2 - Prepare for the development instance upgrade

For a better understanding of your production upgrade duration, request a full clone of
your production instance (including large tables and attachments) onto a non-production
instance. Confirm your current and target release versions, because you will later use this
information when scheduling your upgrade in Now Support.

Before you begin

Role required: admin.

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 About this task

Procedure
1. On your production instance, create a system clone and select your development
instance as the Target instance.

The clone provides you with an exact copy of production. Performing an upgrade on
your clone allows you to simulate an upgrade on your production configuration in a non-
production environment. Refer to System clone for details.

Important:
For effective upgrade testing, use this clone to test on a system that reflects the
production instance as closely as possible. If your non-production and production
instances are the same size, include the production audit log and the attachment
data on your production clone. To ensure that all production data is included with the
clone, make sure that you clear all the Exclude check boxes on the Request Clone
form. On your non-production instance, replicate typical user behaviors that occur on
your production instance to enhance an estimate of your upgrade duration.

2. Set expectations for performance during upgrades.

During an upgrade, your performance may be impacted because your nodes initiate
the distribution upgrade. All nodes are restarted during an upgrade, but your multi-node
instances are available during an upgrade because ServiceNow instances operate on a
multi-node system. This multi-node system staggers node distribution upgrades, ensuring
that there is at least one active pair of nodes for multi-node instances during an upgrade.

To help you set accurate expectations for performance during upgrades, be aware of
the differences between the nodes on your non-production and production instances.
Instances with one node experience a short period of downtime during the upgrade, but
multi-node instances do not have UI downtime. For details on your nodes and their status,
see the Upgrade Progress screen.

Phase 3 - Verify your upgrade configurations and schedule the

development instance upgrade in Now Support
Check the configuration of the Check distribution for possible upgrade scheduled
job to view how often and when it runs. Review information about timing your upgrade in
coordination with the Check distribution for possible upgrade scheduled job. Then,
schedule your upgrade in Now Support.

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 Before you begin
Role required: admin.

You must check the configuration of the Check distribution for possible upgrade and Check
database for possible upgrade sys_triggers, which are essential to making sure your instance
upgrades to the correct target version.

Note: Starting in the Paris release, 'Upgrade' job has been renamed to 'Check
distribution for possible upgrade'. In addition, the 'Check Upgrade Script' job has been
renamed to 'Check database for possible upgrade'.

sys_trigger Function

Check distribution for

• Queries Now Support to ask whether an upgrade is going to
possible upgrade
happen in a given time interval, which is determined by the
configuration for the Check distribution for possible
upgrade scheduled job.
• Asks whether the instance should be running a different version.
If so, the distribution for that version is downloaded, and your
instance upgrades to the target version.

Check database for

• Runs after the distribution has been upgraded.
possible upgrade
• Performs the database upgrade.

About this task

Important: Your upgrades are orchestrated out of your instance, not Now Support.
Now Support keeps records of what version you should be running, and your instance
periodically queries Now Support to check its assigned version. When you designate a time
for your upgrade, your instance begins the upgrade at that time. For example:

Action Result

You schedule an upgrade to Yokohama Now Support changes its records to reflect
Patch 8 to take place on June 10 at 3:00pm. that you should be on Yokohama Patch 8 on
June 10 at 3:00pm.

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 Action Result

Now Support waits to get pinged by your Your instance continues to operate on its
instance after the scheduled time on June current release version, and it periodically
10. pings Now Support.
After the scheduled time on June 10, Now Now Support tells your instance that it should
Support receives a ping from your instance. be on Yokohama Patch 8.
Your instance receives a Now Support Your instance starts the upgrade.
notification that it should be running a
different version.

How to schedule and manage instance upgrades on Now Support

You can browse the Now Support service catalog to request and self-service tasks such as
scheduling an upgrade.
Request plugins and self-service tasks using service catalog on Now Support

Procedure
1. Check the configuration of the Check distribution for possible upgrade scheduled
job to view how often and when it runs.
a. Navigate to System Scheduler > Scheduled Jobs > Scheduled Jobs.
b. In the list, find the Check distribution for possible upgrade scheduled job.
c. View the Next action column to determine when the job next runs.
2. Verify that the Check distribution for possible upgrade sys_trigger is set properly for
upgrading.
a. Navigate to System Scheduler > Scheduled Jobs > Scheduled Jobs.
b. Find and click the Check distribution for possible upgrade scheduled job.
c. Make sure that the Trigger type is set to Interval.
d. Make sure that the System ID is set to None.
3. Verify that the Check database for possible upgrade sys_trigger is set properly for
upgrading.
a. Navigate to System Scheduler > Scheduled Jobs > Scheduled Jobs.
b. Find and click the Check database for possible upgrade scheduled job.
c. Make sure that the Trigger type is set to Run at System Startup.
4. Schedule the upgrade in Now Support.

a. Log in to Now Support.

b. Click Instances in the left navigation menu.

c. Select Manage Instances.

d. Partners only: From the user menu, use the Switch Company feature to select a
company.

e. Select the instance that you want to upgrade or patch.

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 f. In the Actions menu, click Upgrade Instance.
The Upgrade an Instance Service Catalog item opens up. It is prepopulated with
the instance name and available versions to which you can upgrade or patch the

instance.

g. To specify a date and time for the upgrade or patch, click the calendar icon next to the
Start Date and Time field.

h. Click the clock icon to select the time for the upgrade or patch.

Note: Setting the time for an upgrade or patch is important. Set the upgrade or
patch to start 10–15 minutes before the Check distribution for possible
upgrade scheduled job runs. This setting allows enough time for the upgrade or
patch request to update Now Support 's records about which release version your
instance should be on before the Check distribution for possible upgrade
scheduled job runs.

i. Click Submit.
A confirmation message appears. If you do not need an entitlement, a change request
is created.

5. If applicable, request a version entitlement.

a. In the Actions column, click Schedule.

If the version does require an entitlement, this screen appears:

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 b. Click the calendar icon and specify a date and time at least three days in the future.

ServiceNow entitlement managers respond to your entitlement request within three days.

Note: Setting the time for an upgrade or patch is important. Set the upgrade or
patch to start 10–15 minutes before the Check distribution for possible
upgrade scheduled job runs. This setting allows enough time for the upgrade or
patch request to update Now Support 's records about which release version your
instance should be on before the Check distribution for possible upgrade
scheduled job runs.

c. Click Schedule.
A confirmation message appears. If you need an entitlement, the entitlement request
number is included. Click the entitlement request number to view the request.

d. If you have any questions about your entitlement, comment on your entitlement request
after you have submitted it.

Phase 4 - Upgrade and validate the development instance

Track the progress of your upgrades with the Upgrade Monitor. For your first non-production
instance upgrade (your development instance), use the Upgrade Monitor to process the
skipped list of records that were not addressed in the upgrade. Then identify your update sets
and perform functional testing.

Before you begin

Role required: admin.

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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.
 About this task

The Upgrade Monitor helps you upgrade an individual instance. You can monitor the
progress of an upgrade and resolve conflicts between the upgrade and customizations.

Procedure
1. Using the Upgrade Monitor, monitor the upgrade to your instance and validate that the
upgrade to your development instance is complete.
2. After the upgrade for your development instance is complete, process the skipped records
list in the Upgrade Monitor.

As you are processing the skipped list, you may merge and revert records, resolve conflicts
for an individual record, and make additional customizations. These changes go into the
latest version, which goes into your current update set.

3. Identify your update sets.

You need these update sets for your subsequent non-production instances. If there are
issues that must be addressed after the upgrade, make the appropriate changes and they
will go into your current update set. Collect the update sets that:
◦ Were created while reviewing the skipped updates list.
◦ Were created while changing customizations to work with the latest release.
◦ Must go live immediately after your next upgrade.

Gathering these update sets before your upgrade expedites the process of exporting,
importing, and committing them onto your other instances. After the correct update sets
are identified, follow the standard process for moving and applying those update sets.
Refer to System update sets for details.

4. Before and after upgrading, conduct smoke tests on your development instance. Use your
comprehensive test plan to perform functional testing.

After upgrading, track any defects or deviations from the pre-upgrade testing results.
Defect tracking can help identify root causes and create fixes. When a fix is identified,
capture the fix in a single update set. The resulting update sets hold the cumulative fixes
that should be applied to the production instance.

To help automate your testing and validation on non-production instances, use the
Automated Test Framework . You can use Automated Test Framework quick start tests and
product testing suites to help you jump start your testing before and after upgrades. For a
list of available tests and activation information, see Quick start tests .

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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Phase 5 - If applicable: Upgrade and validate your other non-
production instances, such as your test instance
After you've configured and refined your development instance, request to upgrade
any other non-production instances you have, such as a test instance. Immediately after
the upgrade is complete, apply the post-upgrade changes made to your development
instance, including activating optional plugins, installing and upgrading applications, and
applying update sets.

Before you begin

Role required: admin.

About this task

This instance naming convention assumes that you have three ServiceNow instances. If you
have three instances, upgrade your instances in this order:
1. Development
2. Test
3. Production

If you have more or less than three instances, or if you are using Team Development , these
instance labels will be different. In general, upgrade your instances furthest from production
towards your production instance.

After you have applied your development update sets to your test instance, perform the
following tasks on your test instance (and other non-production instances, if applicable).

Procedure
1. Create a system clone down from your production instance.
2. Schedule the non-production upgrade in Now Support and verify your upgrade
configurations.
3. Validate that the upgrade to your non-production instance is complete.
4. Install any optional plugins that were installed on your development instance.
5. Install any custom applications and post-upgrade fix scripts that you need.
6. Install update sets.
Use these update sets to move your initial changes into your subsequent non-production
instances.
7. Perform functional testing and monitor the performance of your instance.

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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.
 Reproduce the typical user activities that occur on your production instance. The
Automated Test Framework can greatly assist you in testing your non-production
instances. You can use Automated Test Framework quick start tests and product testing
suites to help you jump start your testing before and after upgrades. For a list of available
tests and activation information, see Quick start tests . For extra testing coverage, you
can also conduct user acceptance testing (UAT).

Phase 6 - Prepare to upgrade the production instance

After you have configured and refined your test environment to be a good representation of
your production environment, prepare to upgrade your production instance.

Before you begin

Role required: admin.

To ensure that all stakeholders in your company are prepared for the final production
upgrade, complete the administrative planning tasks in Phase 6 of the Upgrade planning
checklist. When upgrading a production instance:
• Obtain confirmation from IT and management that all non-production instance defects
have been fixed, validated, and included in an update set.
• Use the change management process established by your organization to track the
upgrade.
• Communicate effectively with your user community regarding changes, new features, and
process updates resulting from the upgrade.
• Negotiate a suitable upgrade time for all users of the ServiceNow system.

For example, schedule the upgrade after hours, to minimize impact to your users.
Remember to schedule the upgrade to occur 15–20 minutes before the Upgrade
scheduled job interval.

• Allow time in your change window to run all test cases and validate that all integrations,
key business functionality, and system performance are acceptable. Add a time buffer for
responding to errors without breaching the change window.

About this task

Procedure
1. Profile the performance of your instance before upgrading.

Pre-upgrade instance validation can provide a reliable benchmark of the current

operating environment and alert you to any issues that may appear after the upgrade. For

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 example, it sometimes appears that specific functionality is broken by an upgrade. Analysis
might show that the functionality did not work properly in the production instance, even
before the upgrade.

Before performing the upgrade, analyze the current operating environment. Specifically,
review:
◦ Key functionality
◦ Integrations
◦ Instance performance
2. Use the ServiceNow Performance homepage to document the performance of your
instance before the upgrade.

You will later compare and contrast this information during your post-upgrade validation
and testing. Benchmarks will be different for each of your instances.

To access the ServiceNow Performance homepage:

a. Log in to your instance.

b. From the list in the top left of the instance homepage, select ServiceNow Performance.

3. On your clone, perform functional testing and monitor the performance of your instance.
Replicate typical user behaviors that occur on your production instance. Assign a
consistent core team of power users and key stakeholders to validate important
functionality in the ServiceNow instance before and after upgrades.

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 Phase 7 - Upgrade the production instance
After you have upgraded your development, non-production, and test instances, upgrade
your production instance last. Then validate that the upgrade was complete, apply update
sets and fix scripts, and perform post-upgrade user acceptance testing (UAT).

Before you begin

Role required: admin.

About this task

Procedure
1. Schedule the upgrade in Now Support.

a. Log in to Now Support.

b. Click Instances in the left navigation menu.

c. Select Manage Instances.

d. Partners only: From the user menu, use the Switch Company feature to select a
company.

e. Select the instance that you want to upgrade or patch.

f. In the Actions menu, click Upgrade Instance.

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554
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.
 The Upgrade an Instance Service Catalog item opens up. It is prepopulated with
the instance name and available versions to which you can upgrade or patch the

instance.

g. To specify a date and time for the upgrade or patch, click the calendar icon next to the
Start Date and Time field.

h. Click the clock icon to select the time for the upgrade or patch.

Note: Setting the time for an upgrade or patch is important. Set the upgrade or
patch to start 10–15 minutes before the Check distribution for possible
upgrade scheduled job runs. This setting allows enough time for the upgrade or
patch request to update Now Support 's records about which release version your
instance should be on before the Check distribution for possible upgrade
scheduled job runs.

i. Click Submit.
A confirmation message appears. If you do not need an entitlement, a change request
is created.

2. If applicable, request a version entitlement.

a. In the Actions column, click Schedule.

If the version does require an entitlement, this screen appears:

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555
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.
 b. Click the calendar icon and specify a date and time at least three days in the future.

ServiceNow entitlement managers respond to your entitlement request within three days.

Note: Setting the time for an upgrade or patch is important. Set the upgrade or
patch to start 10–15 minutes before the Check distribution for possible
upgrade scheduled job runs. This setting allows enough time for the upgrade or
patch request to update Now Support 's records about which release version your
instance should be on before the Check distribution for possible upgrade
scheduled job runs.

c. Click Schedule.
A confirmation message appears. If you need an entitlement, the entitlement request
number is included. Click the entitlement request number to view the request.

d. If you have any questions about your entitlement, comment on your entitlement request
after you have submitted it.

3. Monitor the upgrade to your instance and validate that the upgrade to your production
instance is complete.
There are several methods of verifying that your upgrade is complete:
◦ Navigate to the System Diagnostics > Upgrade Monitor.
◦ Navigate to System Diagnostics > Upgrade Log and locate the Notifying HI that
upgrade has been completed message.
◦ Navigate to System Definition > System Upgrades. Information about all system upgrades
is listed.
◦ Navigate to System Diagnostics > Upgrade History and search for the most recent
upgrade.
4. Apply any update sets and post-upgrade fix scripts that you have.
5. Validate and test your instance by conducting user acceptance testing (UAT).
Performance and operating information is available in the system logs, which offer an
excellent source of information for evaluating the inner workings of a ServiceNow instance.

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 Use this information to help resolve as many errors as possible. To access the log data,
navigate to System Logs > System Log > Errors.

Note: Not all errors in the error log are results of your upgrade. Error messages are
often present in pre-upgrade instances, and many of these messages do not affect
users or performance.

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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.