Brazil, Australia Patch 1, Australia, Zurich Patch 6, Zurich, Yokohama Patch 12, Yokohama
Standalone Application
Service Exchange for Providers simplifies the interaction between consumers and providers by offering features like Remote Catalog for seamless service requests and Remote Choice for real-time option selection. It ensures secure and authorized access through Personas and Authorized Users, while Provider Task and Remote Task facilitate transparent and collaborative multi-instance workflows. Additionally, Transforms enables both parties to manipulate inbound and outbound data, making the whole process flexible and efficient.
Key Features Include:
- Mismatched Versions and Configuration Revisions: Ensure that providers and consumers using Service Exchange (SE) can operate on different platform releases and application versions without disruption to active entitlements and processes
- Remote Catalog: Keep the development of shared catalogs and the workflows/integrations in the provider's instance while sharing them with consumers as simple record producers that generate integrated requests in the provider’s instance.
- Remote Choice: Enables real-time selection of provider choice data in Remote Catalog item variables.
- Personas: Restrict user access to remote catalog items with personas attached to authorized users in the consumer instance.
- Authorized Users: Manages user recognition between instances, and ensures secure access to remote catalog items with personas.
- Consumer Pre-Flows: Run consumer-defined processes before a task is synced to a provider. Consumer-specific variables can be added to support the process.
- Proactive cases: Enables providers to collaborate and be transparent with customers by sending Provider Tasks to the consumer instance.
- Provider Task: Enables providers to send Case alerts proactively to their connected consumers via the Provider task table without setup or configuration for the purpose of being transparent and collaborative.
- Remote Task: Provides a sustainable replacement for custom eBonding. Remote Task creates linked tasks across multiple instances without the need to build an integration, enabling business workflows between them. Remote Task transmits comments, attachments, and mapped fields between instances.
- Transforms: Enables a provider or consumer to transform inbound and outbound data for Remote Tasks.
- Virtual Fields & Transforms: Enables mapping and transformation of fields not present in both instances.
- Foundation Data Sync: enables the structured sharing of data from provider to consumer instances. FDS supports all CMDB tables, as well as the following non-CMDB tables: Asset, User, Group, Location, Company, and Department.
- Service Exchange Health Dashboard: Consolidates errors and scan checks (Findings) that identify inconsistencies early. Enhances integration stability, reduces troubleshooting, and offers error solutions to boost productivity. Provides on-demand and scheduled scans via builtin suites.
- Magic Links: SSO login for consumers allowing direct access to resources in the provider instance.
- ScratchPad: Share name/value pairs between instances as JSON data on Provider Tasks and Remote Tasks.
- Order Management for Service Exchange: Streamlines integration between providers and customers' ServiceNow instances, automating orders and tracking to reduce delays and enhance service delivery.
Fixed
Foundation Data Sync v2.4.19
- Corrected processing for non-CMDB tables with a cmdb_ prefix, such as Model [cmdb_model], so records are synced and failures show as errors instead of Processed.
Foundation Data Sync for Consumers v2.4.19
- Corrected Force Refresh so entitlements on the provider are not stuck in Pending, and the consumer’s Active or Inactive status syncs back.
Service Exchange Base v2.4.19
- Corrected installation and upgrade so application files are no longer skipped with the Skipped Manual Merge status.
- Corrected comment routing on domain-separated instances so provider comments reach the consumer’s parent task when its company is in a different domain from the connection.
- Added the required OAuth authorization scope so connections stay intact through provider plugin upgrades. (PRB2104038)
- Removed stale connection aliases so connections no longer break on both instances after an instance clone.
- Aligned the consumer’s parent task with the provider’s remote task. Once a connection reaches Connected, the parent task takes the provider’s state.
Service Exchange for Consumers v2.4.19
- Corrected connection handling during provider plugin upgrades so outbound messages no longer fail with the “No active remote system found” error. (PRB2104038)
- Corrected Remote Catalog item submission failures on consumer instances for provider categories due to a missing tablename field. Existing records are also fixed on upgrade. (PRB2101059)
- Corrected remote task error handling so a remote task moves to Error after an earlier failure. This happens when the provider’s incident references an assignment group missing on the consumer and a consumer business rule blocks the parent task. (PRB2093208)
- Fixed Force Refresh so entitlements stuck in Pending on the provider are cleared, and the consumer’s Active or Inactive status is sent back.
Service Exchange for Providers v2.4.19
- Restored Resolution Notes on Service Exchange cases moved directly from New to Closed or Canceled. (PRB2086527)
- Aligned the consumer’s parent task with the provider’s remote task. Once a connection reaches Connected, the parent task takes the provider’s state.
- Added the required OAuth authorization scope so connections stay intact through provider plugin upgrades. (PRB2104038)
- Onboarding a consumer on a provider with a lower Service Exchange version would proceed to completion without the “User Not Authorized” error.
Service Exchange Health v2.4.19
- Fixed the "Select a provider to get started" dropdown on the consumer "Create your connection" screen not listing the provider you were trying to connect to. The dropdown now searches all companies. (PRB2097897)
Service Exchange Remote Process Sync Transport
- Stale connection aliases would now be removed on upgrade so connections no longer break on both instances after an instance clone.
- Corrected credential generation so scope mappings are created before access is restricted, and connections are no longer left restricted with no scope. (PRB2104038)
v2.4.19
Foundation Data Sync for Providers
Service Exchange Order Management for Providers
Transporter
These releases update the application to version 2.4.19 with no functional changes outside of the mentions above.
Not applicable for this application version. For more information, please see
Application Runtime Policy
- No manual dependencies.