0
2.3.9
Zurich Patch 6, Zurich, Yokohama Patch 12, Yokohama, Xanadu Patch 4, Xanadu
Standalone Application
Service Exchange for Consumers simplifies the interaction between consumers and service 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, the Transform feature allows both parties to manipulate inbound and outbound data, and makes the whole process flexible and efficient.
Key Features Include:
- Proactive cases: Providers can collaborate and be transparent with customers by sending Provider Tasks to the consumer instance.
- Provider Task: Providers can 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.
- 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.
- ScratchPad: Share name/value pairs between instances as JSON data on Provider Tasks and Remote Tasks.
Important: Do not upgrade your ServiceNow® instance to the Australia release if you rely on Service Exchange. A known RPS issue prevents Service Exchange from functioning correctly. Proceed with the upgrade only after Australia Patch 1 becomes available.
New
- Service Exchange Center
- Introduced the unified Health Dashboard for improved visibility into connections through a new Heartbeat capability, more accurate connection status, enhanced search and filtering, and centralized issue tracking with validation and resolution.
- Automated Onboarding
- Delivered automated Consumer–Provider onboarding with secure registration, automated pre‑ and post‑onboarding suite validations, improved retry and timeout handling including one‑sided consumer offboarding, and clearer onboarding states with actionable error messaging and recovery.
- Service Exchange Core
- Improved transport reliability, strengthened Remote Task error handling, enabled provider‑to‑consumer task variable updates, and ensured Remote Choice values remain accurate.
- Documentation
- Restructured Service Exchange documentation.
Fixed
- Improved resilience of RPS outbound (PRB1918189)
- RPS connection failures caused by malformed attachments (PRB1969541)
- Additional comments are not updated as expected (PRB1984220)
- Improved retry behavior during onboarding and Offboarding (PRB1925551)
- Corrected CI sync behavior after initial payload (PRB1961406)
- Improved handling of inbound email attachments (PRB1920319)
- Resolved Clone script conflicts (PRB1966599)
- No manual dependencies