Workspace release notes

  • Release version: Xanadu
  • Updated August 1, 2024
  • 3 minutes to read
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    Summary of Workspace release notes - Xanadu Release

    The ServiceNow Workspace application equips agents, case managers, help desk professionals, and managers with enhanced tools to efficiently address customer questions and resolve issues. The Xanadu release introduces multiple improvements focused on email handling, user interface enhancements, and advanced filtering capabilities to optimize agent productivity and user experience.

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    Key Features

    • Enhanced Email Address Handling: Support for international characters in email addresses compliant with RFC6530 standards, with configurable options to enable or disable this feature. Agents can now edit email addresses directly within the email address pills and receive clear alerts for invalid or blocked addresses, preventing sending errors.
    • Email Client Plugin Updates: Updated system properties for the email composer plugins and toolbar (Tiny MCE v6) ensure agents have access to the latest email client functionalities.
    • Activity Stream Improvements: Introduction of tags to categorize and filter Activity Stream records, allowing administrators to customize and manage tags for better record organization.
    • Reference Search Enhancements: Pre-filtered and removable query parameters can be applied to reference lists, helping users quickly access relevant search results while maintaining fixed queries that cannot be altered by end users.
    • Field Decorators and Record Pre-filtering: Client scripts can add decorators to field types, and multi-record associators support typeahead filtering through scripts, enhancing data entry and selection efficiency.
    • Email Response Templates: Agents can insert response templates directly into email bodies using a keyboard shortcut ("/r" plus keyword). Response templates can be enabled or disabled via system properties.
    • User Interface Enhancements:
      • Ability to collapse or expand all recipient fields in the email header for cleaner views.
      • Manage email drafts both from the full and mini email composer interfaces, including viewing, editing, and deleting drafts.
      • Add email templates, response templates, and quick messages from the mini email composer easily.
      • Improved date and time selection with a list-style calendar and a text box for time entry.
      • A "Back to Group" button facilitates navigation back to previously grouped lists.

    Key Outcomes

    • Improved email address flexibility and validation reduce sending errors and support global communication needs.
    • Enhanced Activity Stream tagging and filtering enable better record management and faster information retrieval.
    • Reference search improvements promote efficient access to relevant data, supporting quicker case resolution.
    • Streamlined email composition with templates and draft management increases agent productivity and consistency in communications.
    • User interface refinements contribute to a cleaner, more intuitive workspace experience.
    • Default activation of Workspace as a ServiceNow AI Platform feature ensures immediate availability of these enhancements without additional configuration.

    The ServiceNow® Workspace application provides agents, case manager, help desk professionals, and managers with tools to answer customer questions and resolve customer problems. Workspace was enhanced and updated in the Xanadu release.

    Workspace highlights for the Xanadu release

    • Add email addresses to recipient fields with more flexibility, including the ability to use international characters, edit email recipient pills, and view concise error messages for invalid or blocked addresses.
    • Categorize and filter records in the Activity Stream.
    • Help users access relevant reference search results by applying pre-filtered and removable query parameters to reference lists.

    See Workspace UI for more information.

    New in the Xanadu release

    International characters supported in email addresses
    Enter international characters for email addresses without running into errors.
    Enable international characters for your users according to RFC6530 standards or disable them by changing a system property and performing additional configurations.
    Email client plugin system properties
    Ensure your agents leverage the latest functionality in the email client by using updated plugin (glide.ui.email.composer.enabled_plugins) and toolbar (glide.ui.email.composer.toolbar) system properties offered by default for Tiny MCE v6.
    Tags for Activity Stream records
    Use tags to categorize and filter records shown in the Activity Stream.
    As admins, you can enable, add, customize, and edit tags for your users' Activity Stream records.
    Reference searches with queries
    Help users access relevant reference search results by applying pre-filtered and removable query parameters to reference lists. These query parameters act as an addition to fixed queries that cannot be removed by end users.
    Client scripts for field decorators
    Add field decorators to field types using client scripts.
    Pre-filter records on the multi-record associator
    Pre-filter records with typeahead on the multi-record associator using scripts.
    Use a keyboard shortcut to insert response templates
    Enter the keyboard shortcut /r and a keyword to insert a response template directly into an email body.
    Configure response templates for email composer
    You can enable or disable response templates for agents with a system property.

    UI changes

    Show and hide the email header
    Collapse and expand all recipient fields in the email header by selecting the chevron icon (Chevron icon).
    Edit email addresses
    Edit an email address directly from the email address' pill instead of removing the email address and reentering it.
    Invalid email address alerts
    When you enter an invalid email address, an exclamation icon (Invalid email icon) appears within the email address' pill and the Send email button is inactive.
    When you enter a blocked email address, a blocked icon (Blocked email icon) appears within the email address' pill and the Send email button is inactive.
    Once you enter more than one invalid email address, you receive a single alert as a list of invalid and blocked email addresses.
    Manage email drafts from the full email composer
    Use the Manage drafts button in the full email composer to view, edit, and delete drafts.
    Manage email drafts from the mini email composer
    Manage email drafts from the mini email composer by selecting the View drafts icon (Drafts icon) in the email footer and an action from the menu that opens.
    Add email templates, response templates, and quick messages from the mini email composer
    Add email templates, response templates, and quick messages from the mini email composer with the Apply templates icon (Apply templates icon) in the email footer.
    Date and time selection
    The calendar for selecting a month and year appears as a list with a text box for entering a time.
    Back to Group button for list experiences
    The Back to Group button navigates you back to the previous grouped list.

    Activation information

    Workspace is a ServiceNow AI Platform feature that is active by default.