Service Exchange release notes
Summarize
Summary of Service Exchange release notes
The ServiceNow® Service Exchange application facilitates seamless connection and service tracking between provider and consumer instances without requiring custom integration efforts. The Xanadu release introduces significant enhancements that improve compatibility, synchronization control, and integration capabilities, enabling providers and consumers to collaborate more efficiently.
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Key Features
- Mismatched Version Support: Providers and consumers can operate different versions of Service Exchange simultaneously, allowing providers to deploy new features independently without forcing immediate consumer upgrades.
- Configuration Revisions: Providers can roll out updated entitlements with new functionality to compatible consumers while allowing others to continue using previous entitlement versions, ensuring smooth transitions.
- Consumer Pre-Flows: Consumers can associate flows with remote record producers to run custom processes like approvals before synchronizing tasks with providers, enhancing control over data synchronization.
- Automated Configuration Data Synchronization: Enables automatic syncing of configuration data between provider and consumer instances.
- Integration with Sales Customer Relationship Management (CRM): Providers can publish Sales CRM product offerings as remote record producers on consumer catalogs, streamlining entitlement ordering.
Important Upgrade Information
- The Service Exchange legacy applications are deprecated and unsupported; customers must migrate to the latest version before upgrading to Xanadu using provided migration utilities and guides.
- New entitlements require both providers and consumers to be on the Xanadu release to activate; existing entitlements remain functional across versions.
- Service Exchange must be installed via the ServiceNow Store.
Activation and Related Applications
Service Exchange is available through the ServiceNow Store, where customers can request installation and access version history. The application integrates closely with Sales Customer Relationship Management to manage the sales lifecycle, including product ordering and fulfillment.
The ServiceNow® Service Exchange application enables providers and consumers to connect and track services directly between instances without having to configure and maintain custom integrations. Service Exchange was enhanced and updated in the Xanadu release.
Service Exchange highlights for the Xanadu release
- Enable providers to adopt new features and provide uninterrupted service to their consumers who have not upgraded.
- Assess entitlements for compatibility before syncing them to consumers.
- Enable consumers to run specific processes such as approvals before synchronizing tasks with their providers.
- Support automated synchronization of configuration data between provider and consumer instances.
See Service Exchange for more information.
Important information for upgrading Service Exchange to Xanadu
- Service Exchange 2.x.x that is being released with the Xanadu release does not support migration of the Service Exchange (Legacy) versions. If you are using a Service Exchange (Legacy) version, before you upgrade to the Xanadu release, you must follow instructions in the Service Exchange for Providers (Legacy) - Migration Utility (KB1499823) article in the Now Support Knowledge Base to migrate your configuration data.
- If you are upgrading from version 1.x.x of Service Exchange, follow the steps listed in Upgrade Guide - Service Exchange for Providers and Consumers application (v2.x.x release - KB1700387) to migrate your Service Exchange applications.
- Due to the introduction of mismatched version support, new entitlements cannot be activated until both the consumers and providers upgrade to the Xanadu release. Older active entitlements will continue to work but new ones cannot be activated.
New in the Xanadu release
- Service Exchange mismatched version support
- Providers and consumers can run different versions of the Service Exchange applications without affecting their ability to exchange data. Providers can adopt new features without coordinating their application upgrades with their consumers.
- Configuration revisions
- Providers can develop and deploy new versions or revisions of entitlements with updated functionality to compatible consumers without affecting consumers who have not updated their application. Consumers can therefore use older revisions of entitlements including remote task definitions, remote record producers, and foundation data sync offerings while deploying new revisions.
- Consumer pre-flows
- Consumers can control data synchronization with their providers by associating a flow with a Service Exchange remote record producer and run consumer-defined processes, such as approvals, before a task is synchronized to their provider.
- Integration with Sales Customer Relationship Management
- Providers can enable customers to quickly order entitled Sales Customer Relationship Management product offerings from their service catalog by publishing them as remote record producers on consumer instances.
Deprecations
- Service Exchange (legacy) application is now deprecated and no longer supported or available for new activation. The Service Exchange for Consumers application provides the latest experience for this functionality.
- Service Exchange for Providers (legacy) application is now deprecated and no longer supported or available for new activation. The Service Exchange for Providers application provides the latest experience for this functionality.
Activation information
Install Service Exchange by requesting it from the ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.