--- sourceDocument: Store Version History Release Notes sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/store-release-notes Release : - store ft:locale : - en-US ft:publication_title : - Store Version History Release Notes ft:clusterId : - rnst bundleId : - rnst --- # Openframe release notes # Openframe release notes {#ariaid-title1} Release version: Store Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 6 minutes to read Version history for the CSM Openframe application on the ServiceNow Store. Important: For details on system requirements and family compatibility, view the application listing on the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) website. ## Version history Version 30.4.8 - September 2026 (Brazil) : * Changed: * Callback component in agent workspace --- Callback phone numbers now display in agent workspace, allowing agents to click-to-call without creating duplicate interactions. * Click-to-call duplicate prevention --- The system now reuses existing callback interactions instead of creating duplicates when agents initiate calls. {#store-rn-csm-openframe__ul_pzx_2vq_lkc} * Fixed: This release includes minor defect fixes and enhancements. {#store-rn-csm-openframe__ul_cgr_2vq_lkc} Version 29.5.3 - August 2026 (Australia) : * Fixed: * For Voice interactions, we have enhanced defaulting logic to update Caller Phone Number from User Phone Number. * Fixed missing Public Fulfiller entry in interactions created through voice. {#store-rn-csm-openframe__ul_e1c_t1v_bkc} Version 28.2.2 - August 2026 (Zurich) : * Fixed: * Voice Interactions: Fixed missing Public Fulfiller role in voice-created interactions, preventing Real-Time Transcription functionality. * Security: Fixed a security vulnerability in the Design System. {#store-rn-csm-openframe__ul_skn_tj1_bkc} Version 27.2.5 - August 2026 (Yokohama) : Fixed: The caller_phone_numberfield is now correctly populated on outbound calls in the OpenFrame Bundle when callbackPhoneNumberis not provided. Version 28.2.1 - July 2026 (Zurich) : * The following issues have been resolved in this release: * Improved CSRF token validation to strengthen security. * Fixed an issue preventing successful outbound call initiation in certain scenarios. * Fixed event handling when rejecting outbound call transfers. * Fixed an issue where accepting a work item could create duplicate interactions. Version 29.4.0 - June 2026 (Australia) : Changed in this release: Updated OpenFrame App to v29.4.0. Version 29.3.1 - May 2026 : Fixed in this release: Agent presence now syncs correctly to the softphone on initial page load. Previously, the agent's availability state was not applied during initialization, requiring a manual status change to restore sync with CCaaS. Version 29.3.0 - April 2026 (Australia) : New in this Release: A new "deviceSettings" capability is available on the Global Call page. Agents can use it to manage speaker and microphone settings for the softphone. Version 29.2.0 - March 2026 (Australia) : * Fixed in this Release: * Resolved a JavaScript vulnerability that allowed client-side sanitization to be bypassed. * Resolved an issue where click-to-dial was creating multiple outbound interactions. {#store-rn-csm-openframe__ul_dvg_b11_n3c} Version 27.2.3 - February 2026 (Yokohama) : Fixed in this Release: Improvements for Interaction creation and update when using domain separation for OpenFrame REST API Version 28.2.0 - January 2026 : * New in this Release: * OpenFrameAPI - SetICContext includes the following new context for setting the outbound queue selection feature: * setICContext("idleState") - displays the queue selection UI when enabled * setICContext("agentSettings") - sets the default queue option for the agent {#store-rn-csm-openframe__ul_w1b_4ml_yhc} * Enhanced click-to-dial feature includes outbound queue selection capability when the feature is enabled {#store-rn-csm-openframe__ul_m1b_4ml_yhc} Version 28.1.0 - December 2025 : No updates. Version 27.2.2 - November 2025 : Fixed in this Release: Resolved - Partial error handling/logging for failed interaction record retrieval. Version 28.0.0 - August 2025 : * New in this release: * OpenFrame support for Global call list for Interaction Controls Component (ICC) * Allows agents to open a non-Interaction tab with call controls available in the Global call list * Allows agents to open Interactions directly from the Global call list via "Open interaction" link * Allows agents to handle phone Interactions with call controls from a non-supported Configurable Workspace {#store-rn-csm-openframe__ul_dwp_3bv_zfc} * OpenFrame support for call resiliency * Allows CCaaS to deliver phone calls without creating Interactions {#store-rn-csm-openframe__ul_tms_3bv_zfc} * OpenFrame support for callback functionality * Allows agents to use Callback Actions (Call number, Close callback and Retry call) to manage the lifecycle of callbacks {#store-rn-csm-openframe__ul_q2v_3bv_zfc} {#store-rn-csm-openframe__ul_kvp_3bv_zfc} Version 27.2.1 - July 2025 : * Fixed in this Release: * Backward Compatibility: Supports both targetAddress and phoneNumber for an outboundCallInitiated event payload. * Resolved: Phone Log not being created for outgoing calls. {#store-rn-csm-openframe__ul_jvg_slg_wfc} {#store-rn-csm-openframe__ul_skr_rlg_wfc} Version 26.11.1 - May 2025 : * Fixed in this Release: * Enhanced Interaction Creation and Update: Improved partial error handling when using click-to-call for outbound calls. * Resolved Duplicate Phone Log Issue: Fixed an issue where the PATCH voiceInteraction API was creating duplicate Phone Logs when multiple call IDs were passed as input. This issue could occur in the following scenarios: * Existing Phone Logs have multiple records with the same Call ID, and the latest values are passed via the PATCH API. * New Phone Logs are already created with the same call ID. {#store-rn-csm-openframe__ul_rsw_ryv_bfc} {#store-rn-csm-openframe__ul_l2b_ryv_bfc} {#store-rn-csm-openframe__ul_xv1_qyv_bfc}{#store-rn-csm-openframe__latest-store-rn-csm-openframe} {#store-rn-csm-openframe__latest-store-rn-csm-openframe} Version 26.10.2 - March 2025 : * Fixed in this Release: * Improved Interaction creation performance when using click-to-call for outbound calls. * Resolved issue where the Outbound Interaction was not displaying while using click-to-call from a Consumer record. * Aligned OpenFrame events naming convention for event name as per best practice. * Resolved issue when POST voiceInteractionCreationAPI was not creating phone log record. * Resolved issue when PATCH voiceInteraction API was not setting Phone Log and Interaction correctly. This can occur when: * existing Phone Log does not get updated with the latest values passed via PATCH API * new Phone Logs are created with empty field values * short description does not get updated * Interaction does not go to "Closed Complete" status even when PATCH API is invoked with state = closed_complete {#store-rn-csm-openframe__ul_ahr_y3q_42c} {#store-rn-csm-openframe__ul_egr_y3q_42c} Version 26.10.0 - February 2025 : * New in this release: * OpenFrame API * POST REST API to create phone interaction for inbound call via conversation model * PATCH REST API to create phone interaction for inbound call via conversation model * REST API for making outbound phone call * REST API for transfer work item back to the same queue * REST API for creating phone log * REST API for phone log creation for transfer flows * REST API to notify external integration application that User Session is being Extending * OpenFrame getAWAAgentPresence to include available_to_receive_work_items flag as a parameter * OpenFrame setPresenceIndicator to include available_to_receive_work_items flag as part of the parameter {#store-rn-csm-openframe__ul_yx3_d5w_c2c} {#store-rn-csm-openframe__ul_y1b_d5w_c2c} * OpenFrame Events * OpenFrame cancel transfer event * OpenFrame Wrap-up Event {#store-rn-csm-openframe__ul_b4d_25w_c2c} * OpenFrame Configuration * New feature flag name ICC on OpenFrame Config to be passed to a third-party platform * When ICC feature flag on OpenFrame Config is enabled, update the idle state macroponent id * Demo data to include a test OpenFrame Configuration to point to a test Interaction Controls Component (ICC) application. {#store-rn-csm-openframe__ul_oyv_25w_c2c} * OpenFrame Integration to Interaction Controls Component (ICC) - ICC is the new component for a native call controls interface embedded in Agent Workspace. This framework is used by Contact Center platform for voice connector. * Create state context in OpenFrame to read the state of idle and active call state * Create the state context in OpenFrame to read the state of transfer * Provide iframe sandbox parameters to allow iframe access to security features and to enable additional iframe restrictions * Extenstion point to hide the conversation panel when real-time transcription is turned on/off * Extension point to to create and get phone log segments * Click to Dial on CSM Workspace with ICC enabled {#store-rn-csm-openframe__ul_b2v_f5w_c2c} * Logging and Debugging * Batch the logs on the client side based on the debugging-enabled users * REST API to send client-side batched logs to the server-side * New debug enablement configuration for server-side logging * New ICC Action Logging to OpenFrame component * New openframeLog payload to take in logger_enabled_users and the current user details * New server-side logger as a component to the controller to collect the logs from active call UI. {#store-rn-csm-openframe__ul_a4x_g5w_c2c} Version 26.6.6 - November 2024 : * New in this release: * OpenFrame Client API: * on OpenFrame Accepted Event, a new parameter is introduced for "Auto Accept" * iframe show \& hide API to allow for showing or hiding an iFrame within OpenFrame * openFrameAPI.toastMessage can be use to provide warning, error, or info message on Workspace * openFrameAPI.log allows for the client to log different type of warning, error, or info messages in client log {#store-rn-csm-openframe__ul_bt4_hfl_ddc} {#store-rn-csm-openframe__ul_dcz_hfl_ddc} Version 26.3.10 - August 2024 : * New APIs in this release * Init function now includes configuration details * Configuration SysID * Configuration Name * Instance URL * OpenFrame Configuration allow for other icons not just phone * OpenFrame can get presence status from user and update third party platform user status * OpenFrame moves from Family to Store Release Version 26.3.8 - August 2024 : The interface to integrate external communication systems (Contact Center Platforms) with ServiceNow. This plugin brings a UI frame that is accessible and available anywhere on the ServiceNow Platform.