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Yokohama
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- **[Enhanced security model adoption in Service Operations Workspace](https://www.servicenow.com/docs/access?context=components-installed-investigate&family=yokohama&ft:locale=en-US)**
Help prevent unauthorized access to the tables of the following applications with Deny-Unless ACLs:
- Metrics and CI actions framework
- Remedial actions framework
- Agent client collector for investigation
- Microsoft Endpoint Configuration Manager for Investigation
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 the tables related to the above mentioned applications, including reading, writing, deleting, creating, or accessing the report view. This feature is available to both new \(zboot\) and upgrade instances.
- **[Configure Notify in SOW](https://www.servicenow.com/docs/access?context=configure-notify-sow&family=yokohama&ft:locale=en-US)**
Configure the provider preferences for Notify to manage the conference calls in Service Operations Workspace.
- **[Create CAB meetings in Service Operations Workspace](https://www.servicenow.com/docs/access?context=cm-create-cab-meeting-sow&family=yokohama&ft:locale=en-US)**
Define and create Change Advisory Board \(CAB\) meetings, invite attendees and dynamically populate agenda items for each meeting in Service Operations Workspace.
Run CAB meetings through CAB Workbench, available within Service Operations Workspace to review and authorize change requests. For more information, see [Conduct a CAB meeting in the CAB workbench](https://www.servicenow.com/docs/access?context=cm-manage-cab-meeting-workbench-sow&family=yokohama&ft:locale=en-US).
- **[User role for service desk agents](https://www.servicenow.com/docs/access?context=roles-in-sow&family=yokohama&ft:locale=en-US)**
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](https://www.servicenow.com/docs/access?context=manage-admin-console-sow-itsm&family=yokohama&ft:locale=en-US)**
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](https://www.servicenow.com/docs/access?context=reopen-incident-sow&family=yokohama&ft:locale=en-US)**
Enable agents with incident write access, callers, or end user who opened the incident to reopen a resolved incident.
- **[List page enhancements](https://www.servicenow.com/docs/access?context=work-incident-list-page-sow&family=yokohama&ft:locale=en-US)**
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](https://www.servicenow.com/docs/access?context=communicating-with-stakeholders-sow&family=yokohama&ft:locale=en-US)**
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](https://www.servicenow.com/docs/access?context=view-approvals-sow&family=yokohama&ft:locale=en-US)**
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.
- **[Automatically close an interaction in Service Operations Workspace](https://www.servicenow.com/docs/access?context=automatically-close-interaction-sow&family=yokohama&ft:locale=en-US)**
Interactions are now automatically closed when the associated incident is resolved, streamlining the workflow and ensuring consistent status updates.
- **[Enhanced side panel features](https://www.servicenow.com/docs/access?context=get-field-recommendations&family=yokohama&ft:locale=en-US)**
- 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](https://www.servicenow.com/docs/access?context=manage-admin-console-sow-itsm&family=yokohama&ft:locale=en-US)**
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](https://www.servicenow.com/docs/access?context=initate-sidebar-chat-sow&family=yokohama&ft:locale=en-US)**
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](https://www.servicenow.com/docs/access?context=work-on-interaction-sow&family=yokohama&ft:locale=en-US)**
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](https://www.servicenow.com/docs/access?context=view-update-inc-overview-tab&family=yokohama&ft:locale=en-US)**
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](https://www.servicenow.com/docs/access?context=work-on-interaction-sow&family=yokohama&ft:locale=en-US)**
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](https://www.servicenow.com/docs/access?context=play-guided-tour-sow&family=yokohama&ft:locale=en-US)**
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
- **[Known error article for a problem](https://www.servicenow.com/docs/access?context=work-on-problem-sow&family=yokohama&ft:locale=en-US)**
Starting in version 7.1, share the workaround for a problem and deflect additional incidents by creating a known error article for the problem.
- **[On-Call Scheduling configurations in Admin Center](https://www.servicenow.com/docs/access?context=manage-admin-console-sow-itsm&family=yokohama&ft:locale=en-US)**
Starting in version 7.1, use the simplified navigation from Admin Center to manage configurations for On-Call Scheduling in Service Operations Workspace for ITSM. It improves the administrator's experience.
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Zurich
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- **[DEX and SO view in the investigate tab](https://www.servicenow.com/docs/access?context=dex-so-metric-views-investigate-tab&family=zurich&ft:locale=en-US)**
Based on the Configuration Item \(CI\) selected in the **Investigate** tab and the rules defined in the **Investigate CI Experience Rules** \(**sn\_sow\_investigate\_ci\_ux\_rule**\) table, the Investigate tab displays the CI metrics in the UI experience dashboard view for the different CI classes:
- DEX view - Displayed for the cmdb\_ci\_computer CI class.
- SO view - Displayed for the cmdb\_ci\_service class.
You can select both the affected CIs including service and service offering and caller CIs.
- **[SOW record page enhancements](https://www.servicenow.com/docs/access?context=view-update-inc-overview-tab&family=zurich&ft:locale=en-US)**
The SOW record page has the following enhancements:
- Add a clickable URL to the Summary section on the **Overview** tab of an incident record, enhancing navigation and reference capabilities. The Overview page supports URL type of field in read-only mode.
- Perform various DEX actions on a CI using actions from the Action library in the contextual side panel of the SOW record page.
- Manage user actions on the reference fields of a SOW record page with the following glide list actions:
- Add me - Add the logged in user to the field.
- Remove me - Remove the logged in user from the field.
- Add multiple users - Add multiple users to the field.
- Add multiple records - Add multiple records to the field.
- **[View recent tasks in a knowledge article record](https://www.servicenow.com/docs/access?context=work-knowledge-article&family=zurich&ft:locale=en-US)**
Configure the **Display recent task for knowledge article** \(**glide.knowman.recent\_task.display**\) system property to view the recent task records to which the knowledge article is recently attached. You can select the task record link to open the task record in a new tab with the workspace view.
- **[Introduction of Granular Admin roles in SOW](https://www.servicenow.com/docs/access?context=roles-in-sow&family=zurich&ft:locale=en-US)**
The following granular admin roles are introduced in SOW:
- sn\_sow\_admin.sn\_sow\_admin: Provides access to SOW Admin Center page for SOW configurations. Admins can use the role to configure SOW features and maintain organizational policies.
- sn\_sow\_inc\_sn\_incident\_sow\_admin: Provides access to SOW Admin Center pages for configurations related to Incident Management features.
- sn\_sow\_mim.sn\_mim\_sow\_admin: Provides access to the SOW Admin Center pages for configurations related to Major Incident Management \(MIM\) features.
- sn\_sow\_on\_call.sn\_on\_call\_sow\_admin: Provides access to the SOW Admin Center pages for On-Call Scheduling configurations.
- sn\_sow\_problem.sn\_problem\_sow\_admin: Provides access to the SOW Admin Center pages for Problem Management configurations.
- **[View conflicts in the change request form](https://www.servicenow.com/docs/access?context=create-change-sow&family=zurich&ft:locale=en-US)**
The improved schedule and conflicts section added in the change request form displays the scheduling conflicts for a change request. If a scheduling conflict exists, conflict detection also provides details of any related blackout or maintenance schedules and other active change requests to determine the scheduling conflict. You can use the resulting information to review and modify the change request details to eliminate conflicts. You can also manually check and manage conflicts.
For more information on conflict detection, see [Conflict detection](https://www.servicenow.com/docs/access?context=c_ConflictDetection&family=zurich&ft:locale=en-US).
- **[Interaction wrap up with modeless dialog](https://www.servicenow.com/docs/access?context=interaction-wrap-up-sow&family=zurich&ft:locale=en-US)**
Provide agents with dedicated time after each call or chat to finalize the interaction details and wrap up their work before starting a new conversation.
- **[Configuring Notify in Service Operations Workspace](https://www.servicenow.com/docs/access?context=configure-notify-sow&family=zurich&ft:locale=en-US)**
Configure Notify with Microsoft Teams SOW in Admin Center using the guided setup.
- **[Visual indicators for unread messages](https://www.servicenow.com/docs/access?context=sow-itsm-workspace-chat-session-tabs-configure&family=zurich&ft:locale=en-US)**
To help agents maintain the Service Level Agreement \(SLA\) for chats, visual indicators are available on chat session tabs in the SOW. These indicators include color codes, where tabs with unread messages are highlighted in different colors. Inactive tabs display a purple background color to indicate that a message has been received. Tab colors shift to yellow and then to red to highlight critical wait times. These enhancements aim to improve customer service by ensuring quick response time, increase productivity by helping agents manage multiple chats more effectively, and reduce stress by providing clear visual cues, ultimately leading to better SLA compliance and higher service quality.
- **[Resize modal in Service Operations Workspace](https://www.servicenow.com/docs/access?context=view-update-inc-overview-tab&family=zurich&ft:locale=en-US)**
Optimize your viewing experience by resizing the following modals in SOW:
- Copy incident
- Report knowledge gap
- Reopen incident
- **[Add similar incidents to major incident record](https://www.servicenow.com/docs/access?context=managing-major-incident-sow&family=zurich&ft:locale=en-US)**
Find multiple similar incidents and add them as child incidents to a major incident or major incident candidate record from the child incident related list in the **Related records** tab of the major incident record. Similar incidents are retrieved based on the similarity solution definition that can be configured to train on various fields such as **Short description** and **Description**. Adding the similar incidents as child incidents to the major incident record ensures avoiding the creation of multiple major incident records for the same issue.
- **[On-Call Scheduling enhancements in Service Operations Workspace](https://www.servicenow.com/docs/access?context=work-on-escalation-trigger-rules-and-policies-in-sow&family=zurich&ft:locale=en-US)**
On-call scheduling in SOW has the following enhancements:
- The On-call trigger rule page is enhanced to support and select subflows.
- The On-call trigger rule page is enhanced for supporting re-triggering escalations on configured fields such as Priority. Re-triggering is enabled whenever the value in the configured field changes.
- Configure custom providers as channels for on-call escalation notifications.
- Send the on-call escalations notifications to all stakeholders when any of the record fields configured using the on-call trigger rules are modified.
- **[Auto-dismiss the alerts and notification in Service Operations Workspace](https://www.servicenow.com/docs/access?context=configure-alerts-auto-dismiss-sow&family=zurich&ft:locale=en-US)**
Configure the alerts and notifications in SOW to automatically dismiss within the specified time. Auto-dismissal of the alert notification reduces the user effort in manually dismissing the notification. By default, the base system has the following settings:
- Auto-dismiss is turned on for alert notification of type info, positive \(success\) and low and has the timeout value of three seconds.
- Auto-dismiss is turned off for alert notification of type critical, high, moderate, and warning.
- The time label is turned off and only a visual time indicator is displayed.
- The alert notification content is expanded.
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Australia
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- **[Review AI incident summary and suggestions in the incident record](https://www.servicenow.com/docs/access?context=view-update-inc-overview-tab&family=australia&ft:locale=en-US)**
Investigate and resolve incidents efficiently by reviewing the AI-generated incident summary and suggested resolution plan in the AI summary and suggestions card on the **Overview** tab of an incident record. If the **Overview** tab is hidden for L1 service desk agents, the card appears on the **Details** tab.
- **[UI16 links to SOW redirection behavior](https://www.servicenow.com/docs/access?context=manage-admin-console-sow-itsm&family=australia&ft:locale=en-US)**
Redirect UI16 module links such as forms and lists to the equivalent SOW experience. The UI16 module link redirection behavior is supported for all the applications in SOW when the system property **sn\_sow\_itsm\_admin.experience\_redirection\_enabled.sow** is set to `true`.
For new instances, this redirection configuration is automatically available in the base system. For upgrade instances, administrators can configure the redirection behavior from the SOW Admin Center. You can enable this feature for the UI16 links and user groups or specifically for a custom table. You can also enable this feature for specific user groups or all user groups within the custom table or applications in SOW.
- **[Mapping granular admin roles with SOW granular roles](https://www.servicenow.com/docs/access?context=roles-in-sow&family=australia&ft:locale=en-US)**
Using granular admin roles, provide full administrative access to the configuration and property pages for the applications in SOW without requiring the administrator \(admin\) role. These granular admin roles are mapped with ACLs and contain the corresponding existing SOW granular roles.
- **[UX property to hide contextual side panel](https://www.servicenow.com/docs/access?context=manage-admin-console-sow-itsm&family=australia&ft:locale=en-US)**
Use the Hide contextual side panel for specific table and tab combination option from the SOW Properties section in the SOW Admin Center to configure the hide **ContextualSidebar** UX page property. This property enables you to define the table with tab combination for which the default primary contextual side panel must be hidden, prioritizing the embedded contextual side panel within the tab instead.
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