ServiceNow will be upgraded to the latest release on Monday 13th November 2023.

The majority of the changes for the new release are visual, with minor updates to styling within some of the screens. There are a few improvements to functionality which are summarised below. 

Search

The search function has been improved. When searching within any of the search fields (All, Favorites or History), the results returned will include results from both All and Favorites menus. Previously you could only search within one or the other.

In the example below, when searching for ‘student’, results are displayed for items within both the Favorites menu and the All menu (‘All results’).

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Dark theme

Within ServiceNow you have the option to apply a light or dark theme to your instance. The upgrade provides an improved dark theme. You can amend the theme as follows:

1. Select your initials in the top right of the screen

2. Select Preferences

3. Select Theme

4. Select Default or Dark as preferred

Default:

Dark:

 

Within Preferences, there are additional Accessibility options. The options to 'Show all buttons without the need to hover' and 'Enable keyboard focus on truncated text' are now available.

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Agent Workspace/Service Operations Workspace

For staff using Agent Workspace (for Chat or Walk-up), this is no longer accessed from the main menu (the All menu). This is now accessed from the Service Operations Workspace within the Workspaces menu.

You may already access it from here, but after the upgrade you will only be able to access it from here.

The Service Operations Workspace does not open in a new tab (as Agent Workspace does). However you can open a separate window (or multiple windows) for other ServiceNow tasks if you wish. 

Unpinning your menu will increase the size of the screen when working with Chats and Walk-ups (as the menu will now remain in the same screen, unless unpinned).

Favorites

Having opened the Service Operations Workspace, you can select the star at the top of the screen to add it to your Favorites if you wish.

It will then be available within the Favorites menu. You can edit or reorder your Favorites using the edit button.

If you have previously set up Agent Workspace as a Favorite, you will need to remove it and create a new one for the Service Operations Workspace.

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Custom lists (My Lists)

If you have set up custom lists (My Lists) within Agent Workspace, you will need to recreate these within the Service Operations Workspace.

You can start recreating your new lists straight away (in production) ready for the upgrade go-live on 13th November. 

My Lists appears in the same location for both Agent Workspace and the Service Operations Workspace, in the Lists section.

My Lists in Agent Workspace:

My Lists in the Service Operations Workspace:

To recreate a custom list within the Service Operations Workspace:

1. Open the Service Operations Workspace

2. From the options in the left hand sidebar, select the List button

You may need to expand the menu by selecting the Open List Menu button, to the right

3. Select My Lists

4. Select Add new list at the bottom of the screen

5. See 'How to create an incoming chats list in Agent Chat' for further guidance on creating a list for incoming chats, and from here you can create other lists as required

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