Service Bridge release notes

  • Release version: Store
  • Updated November 2, 2023
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    Summary of Service Bridge release notes

    The Service Bridge application on the ServiceNow Store facilitates seamless integration and synchronization between service providers and their customers’ ServiceNow instances. It enables tasks, requests, and catalog items to be shared, tracked, and managed efficiently across multiple instances, supporting enterprise service delivery and collaboration.

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    The release notes detail version updates from the initial launch in September 2020 through November 2023, highlighting new features, fixes, and enhancements that improve stability, usability, and integration capabilities.

    Key Features

    • Remote Task Management: Enables providers and customers to synchronize incidents, cases, and service requests across instances with inbound and outbound assignment functionality. Tasks can now have attachments synced directly to parent records.
    • Remote Choice Fields: Allows customers to read choice lists for reference variables directly from provider instances, reducing the need for extensive replication.
    • Transform Framework: Providers can apply global data transformations on inbound and outbound Remote Task connections to map states or convert references into correlated IDs.
    • Authorized User Management: Customers can add and manage user access for creating requests and orders from published service catalog items, with criteria defined by the provider.
    • Remote Record Producers: Capability to publish and automatically update remote record producers from one instance to others, ensuring consistent catalog offerings.
    • Enhanced Synchronization: Improved synchronization of comments, work notes, and states on provider requests to maintain data consistency.
    • Administrative Group Consolidation: Administrative tasks and automated email notifications are now managed by a single group, Service Bridge Admins, simplifying administration.
    • Service Bridge Channel in CSM: Case tasks created in the provider instance now use the Service Bridge channel for clearer identification and processing.

    Key Outcomes for ServiceNow Customers

    • Improved cross-instance collaboration with reliable synchronization of tasks, comments, and attachments, reducing duplicate efforts and data discrepancies.
    • Streamlined user and access management for service catalog requests, allowing customers to control who can create requests based on provider-defined criteria.
    • Enhanced flexibility in data handling through transform frameworks and choice field mappings, enabling tailored integrations to meet specific business needs.
    • Ability to maintain consistent service catalog items and record producers across multiple customer instances automatically, ensuring up-to-date offerings.
    • Greater administrative efficiency with consolidated groups managing both tasks and notifications, reducing complexity in governance.

    Version history for the Service Exchange application on the ServiceNow Store.

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

    Version history

    Version 3.2.4 - November 2023 (Legacy)
    Fixed: Various stability fixes around entitlements, attachments, and cross-scope issues.
    Version 3.2.2 - August 2023
    • Fixed
      • Remote Task
        • Fixed issue where inbound field changes were not getting written to work notes on the parent task.
        • Fixed an issue where duplicate remote tasks could be created for a single parent and connection.
    Version 3.2.0 - May 2023
    • New:
      • Support for Glide List field types in Remote Task mappings
      • Global transforms added that work across all connected accounts
    • Changed: Attachments now sync to the parent record of a Remote Task instead of just writing a comment.
    Version 3.1.2 - February 2023
    • New: Added field dependencies to Remote Choice fields
    • Fixed:
      • Updated column labels to all use sentence case
      • Providers can no longer create configurations before completing provider setup
    Version 3.1.1 - December 2022
    Fixed: Domain Separation - Tasks not getting inserted with the correct domain
    Version 3.1.0 - November 2022
    • New:
      • Remote Choice- Enables a customer to read the choice list for a reference variable directly from the providers instance. Remote Choice can eliminate the need for many replication-type integrations.
      • Transform Framework- Enables a provider to transform inbound and outbound data for Remote Task connections with their customers. e.g. simple matching transforms like state-to-state or advanced transforms like converting references to correlated IDs.
    • Fixed: The Provider task field on the Provider Request table now gets updated on the customer instance for proactive cases.
    Version 3.0.0 - August 2022
    • New:
      • Service Bridge: Authorized User: Add and manage user access to create requests and orders from the published items in the service catalog on the customer's ServiceNow instance. This feature also allows the customer to manage the list of users within the criteria provided by the provider from their own instance.
      • Service Bridge: Remote Task: Resolve and fulfill multiple customer tasks, such as incidents, cases, and service requests. This feature eases the synchronization and configuration of tasks in between the instances of provider and customer. Remote Task Outbound Assignment enables the sender to provide more relevant information for the incident or case or request. Remote Task Inbound Assignment enables the receiver to take action on the incident or case or request.
    • Changed:
      • Only one active group for administrative tasks and automated emails: In previous versions of the Service Bridge application, there were two admin groups, Service Bridge Admins for the automated email notifications and Service Bridge Admin Group for all administrative tasks. Starting with the Tokyo release, the Service Bridge Admins group is removed and all of its users are moved to the group Service Bridge Admin Group. Service Bridge Admin Group has been renamed to Service Bridge Admins. This group is now used to manage both administrative tasks and email notifications.
      • Creation of cases through a new Service Bridge channel in CSM: Starting with the Tokyo release of Service Bridge, case tasks in the provider's instance are now created with the channel set to Service Bridge instead of eBonding.
    Version 2.0.1 - May 2022
    • Fixed:
      • Comments sync on Provider request will be synchronous to avoid sync issues
      • Support for work notes sync on Provider request
      • Fixed state sync issues on Provider request
    Version 2.0.0 - February 2022
    • New:
      • Ability to directly publish remote record producers from one instance to another
      • Ability to automatically keep items up to date across all customers
    Version 1.2.0 - July 2021
    Changed: Application Name changes and bug fixes.
    Version 1.1.3 - May 2021
    Changed: Minor release to remove an internal application dependency.
    Version 1.1.0 - March 2021
    New: This release incorporates an update to the new service catalog state model which extends to remote record producers in eBonding applications.
    Version 1.0.1 - December 2020
    New: Added support to replicate Product Offerings and Customer Orders triggered from those Product Offerings
    Version 1.0.0 - September 2020
    Enables enterprise customers to request services from their telecommunications service provider and track delivery of those services from their own IT Service Portal.