Brazil, Australia Patch 5, Australia Patch 1, Zurich Patch 12, Zurich Patch 8
Content
Streamline IT Service Management workflows and processes for modern operations. You can effectively manage walk-up appointments, and streamline change management in Service Operations Workspace. All of these workflows leverage the power of capabilities such collaborations, AI based recommendations and on-call scheduling.
With Service Operations Workspace, you can effectively manage change & problem. Here are some of the key features:
- Walk-up Experience - Enable agents and administrators to review and manage Walk-up interactions, appointments, stockrooms, and kiosks at the Walk-up service location.
- Change Management: Navigate the change lifecycle with dynamic overview pages and a scheduling experience in Service Operations Workspace.
- Problem Management: Problem coordinators can manage problems and problem tasks through their lifecycle.
- Major Incident Management: Manage the entire major incident lifecycle in Service Operations Workspace
- Experts on-call: Reach out to experts on-call on high-priority tasks and track on-call escalations in real-time.
Changed:
Updated plugin dependencies to ensure compatibility with the ServiceNow latest release.
--- AI Generated Release Notes ---
New
- Users can now access enhanced redirection logic for the Topic dashboard from both the SOW landing page and IT Agent dashboard. Clicking the total chats link under "All chat topics" opens a dedicated dashboard for cluster insights.
- Admins can now create LUA definitions for Hero metrics in Request Management. New metrics include "Time to fulfill a request" and "% of Requests Requiring Human Touch," excluding requests fulfilled by AI or machine identities.
Changed
- All customer-facing labels referencing "Now Assist" in ITSM Apps have been updated to "ServiceNow Otto." The Incident Overview context menu action, telemetry events, and auto-filled field messages now consistently use the new brand name. No label displays "Now Assist" in any casing, and "Otto" alone is not used.
- The "Assign to me" action from the SOW List page no longer automatically assigns the "Conditional Script Writer" assignment group if the user is only part of that group. The assignment group field remains empty unless the user belongs to additional groups.
Fixed
- The SOW page configuration now uses dynamic sys_id references instead of hardcoded values.
- The "Risk Evaluation" section now appears correctly in the Overview for new Change Requests in Service Operations Workspace. Advanced condition support has been added to section cards, and unit test coverage ensures correct display logic.
- Dashboard swapping within SOW is now functional.
- The SOW Incident summary now correctly updates Impact, Urgency, and Priority fields on first change, enforces Work Note entry on save, and updates values without requiring a reload.
- The horizontal scroll bar is now visible in the Related Records List in SOW.
- The chat window now displays properly in Service Operations Workspace interactions of type "message."
- Approval summaries now link to the correct attachment in SOW.
- The Wrap Up timer is now displayed only when appropriate.
- Tooltips in the Assess modal of problem records are now translated.
- Translation literals are now correctly added to the "Default" UX Macroponent Page, resolving translation issues.
- Standard Change Templates are now displayed in the SRP record page instead of the Catalog record page.
- The "Request Approval" Declarative Action is now hidden until the Change Request is created in Service Operations Workspace.
- Skipped errors for declarative action payload fields have been resolved.
- Error messages when associating a task with an interaction have been addressed.
- Flagged HTML Work notes now render content correctly in the SOW > PIR tab timeline section.
- Calculated Risk Score in SOW now displays accurately in the risk details section, matching the Native UI when conditional rules do not match.
- The "addschedulecabdefinition" declarative action now uses the correct access requirement, and "sowcabdefotherscheduleremove" is visible only to CAB managers.
Not applicable for this application version. For more information, please see
Application Runtime Policy
Required applications
- Major Incident Management
- Problem Management
- Change Management
- Walk-up Experience
- On-call Scheduling
- Collaboration Services for Service Operations Workspace
- Office365 subscription with Teams