ServiceNow is a leading provider of cloud-based services that automate enterprise IT operations, with a focus on transforming enterprise IT by automating and standardizing business processes and consolidating IT across the global enterprise.
Fujitsu, as a managed service provider, delivers end-to-end ServiceNow solutions, from consultancy, implementation, integration, service orchestration and stakeholder communication, through to training and support.
It’s time for another drill down of a new ServiceNow release. The new software release was published this month and I have tried to focus on the smaller features in the London release and hope that it can give you, like me, a big “YES” or “Finally”!
You can read my thoughts on the previous releases here:
Flow designer goes into the Service Catalog:
One of the rising stars in Kingston was the Flow designer, and in London we’re not disappointed. I really like the flow designer and have the privilege of being a member of the Designer Partner Program.
Now it is possible to choose if you want a catalog item to have a workflow or a flow doing the magic in the background. This is the only one of the additions new to Flow Designer in the London release, but I see it as a huge shout out “I am here to stay, use me”, and we will probably see it receiving more spotlight in the next release, Madrid.
More info: Create a flow with a Service Catalog trigger
List v3 heading off into the night:
There were some nice features to the List v3, but I always experienced small performance issues making me avoid using it. Why the List v3 is leaving us is unclear, however, I believe the Agent workspace is one of the reasons. Having issues with it and having a new framework coming on strong does not really justify spending time on something that will soon go away.
More info: Pretty far down in this summary
Multi-row set in Catalog variables:
The London release brings several new cool features to the Service Catalog. There has been a lot of questions and solutions for this on the community and finally, it is here as an OOTB solution. Everyone probably has requirements on whether a user should be able to have a multi-row variable within a record producer where it can fill in more than 1 CI or user, and in a dynamic way choose how many rows you want to use for each form. This new functionality also works in the Service Portal, something I hope all new features in the Service Catalog will do, forever!
More info: Multi-row variable set
Permission for Service Catalog variables:
To continue down the Service Catalog road, another great feature is to set permissions on a variable. You can now choose who is allowed to read, write or create data in a variable before and after it is being submitted. At the moment you can only set it through roles, but hopefully, this feature will expand and make a condition builder available. Right now, roles are too cumbersome in some situations to handle access.
More info: A bit down in this link
Create standard change from incident:
As a former customer, I was really annoyed that there wasn’t an easy way to create a standard change from an incident. Not all incidents were solved with emergency changes. But now there is a functionality to do this. It’s connected to the standard change catalog, and if you haven’t started using it yet, I recommend reading up on it and see how it fits your organization.
More info: New features in Incident Management
New way to see change schedule:
I do not think that I am the only one receiving questions on how to get a good overview of the changes that are in play and something that at least looks like the schedule in the CAB workbench. With the London release there are some new features in this area and finally, there is a nice view to visit for this purpose. Change process might not be the most exciting process, however, with these features it is improving.
More info: Change schedule
Validation scripts for service portal:
I really like how there is a new OOTB functionality. Earlier releases did not have this and I can trace back to questions on the ServiceNow community requesting it, even though it was custom solutions for it. Here we are talking about validating, if the customer input is what we want, e.g. a correct email or similar.
This can be applied for a specific field type and works in the Service Portal. Depending on if you are getting a fresh London release or upgrading, you might need to go through a few extra steps to activate it for the mobile/ Service Portal. More info: Activate Service Portal validation scripts
Custom URLs have finally arrived to ServiceNow. When I started out as a customer, custom URLs was a feature we wanted. However, the only solution for it was through a reserve proxy at our infrastructure which would give us a SPOF – not ideal.
Now you can have your goranlundqvist.com URL visible for the users instead of the old xxxx.service-now.com. Another great feature is that you can have multiple URLs that point at different portals. This also gives a better layer so the user can’t just remove the suffix of the portal and get to the “normal” login screen/UI and so on.
More info: Associating custom URLs to your instance
Slack & Microsoft Team as notification channel:
More and more integrations with other systems create more and more requirements on how to handle notifications. Now it is possible to set this up so instead of having a notification as email or SMS, you can send it as a message to the user in Slack or Microsoft Team.
More info: Create a messaging notification