TechNow Ep 96 | Vibrant innovations: ServiceNow Platform Vancouver release

ServiceNow is excited to announce the release of Vancouver, our latest platform update. Upgrading to a new release introduces a wealth of new features, we invite you to join our August webinar: Vibrant Innovations: ServiceNow Platform Vancouver Release. ServiceNow administrators and developers who attend the webinar will get a first look at any new capabilities as well as existing product updates and enhancements. Our team of Sr. Developer Advocates will walk you through:

Originally aired: August 3, 2023 8:00 AM PT

A first look at ServiceNow's Generative AI framework
Exciting new Next Experience UI and theming enhancements
Latest innovations to UI Builder, workspaces, and the CLI
Improved omni-channel experiences (Virtual Agent/Sidebar)

Links Mentioned

Questions and Answers

Flow performance improvements will apply to already existing flows or just new ones?

To use GenAI Summarization in Workspace, what do you need configured from a Spoke or Integration standpoint into the LLM models?

Workspace summarization requires the Gen AI Controller which in Vancouver can either connect to OpenAI or Azure OpenAI. Setup involved a system property and entering an API Key, pretty simple!

How can we open one modal from the another modal?

I'd be interested in hearing the use case for this. It sounds like it could get confusing from an end user experience as I haven't seen anything like this in the past.

Do (flow and subflow) stages now support translations?

Not yet, but soon! There is currently a plan to support this in an upcoming release - stay tuned.

Is there any way to Save the Test Values (of variables) while Test Action in Flow Designer ?? We have to enter values each time when we have to test new action, it should save the last values to save time.

I believe that is coming but we'll have to check on that

It shows "Powered by ChatGPT" on GenAI Summary part of Workspace. Can we remove it or edit it?

What you saw was a pre-release. I believe that message has changed. Once General Availability is out (later in Q3) we'll know for certain.

Is the ability to duplicate dashboard and tabs just for UI builder and workspaces, or also for core platform dashboards?

This is a feature for configurable workspaces only at this point.

How does generative ai in servicenow handle sensitive data

Almost all of the GenAI features are initiated based on what your developers/admins decide to do with it. It functions as a tool that you can utilize and it's up to the instance owners to determine what data goes through third-party genAI processes. For example. when using a GenAI action in Flow Designer, it will only read a sensitive field if you have given it that field in your flow.

Are there standards? Users could guess how to do things in a new area based on previous experience in the Platform UI working in another area. Now, it appears that every workflow UI is unique, forcing the user to train or research to figure out how to make progress. How is this an improvement?

The different teams are working hard to make the UIs more consistent. Obviously there have to be some variations because building a workflow is different than building a workspace. If you have suggestions or recommendations, I recommend submitting an idea on support.servicenow.com. Our product teams would love hearing from you.

Woul there be a feasibility in the future to extract dashboard in PDF or Image?

I'd be interested in hearing more of your use case. While it seems straight forward to represent a chart as an image or PDF, it's not such a simple thing when you have a long list of records or pivot table. Not all visualizations lend themselves well to a static report. This also brings up issues around pagination.

What is the difference between RPA and RPA AI use case?

AI capabilities can be triggered in RPA using Invoke Capability component in RPA. Let us know if you need more info on it.

can we receive recording of this session?

Ideally, the edited version of this webinar will come out on our YouTube channel on August 11th

Will Gen AI be part of existing commercial offers, or do customers be charged for this new component?

Most Gen AI features require additional licensing. As always, talk to your account team for details.

These new search features comes only when AI search enabled

-- Kukunooru Ravi Chandra

This is more of a statement. If you have a specific question, please note it in the comments for this post. Thank you.

Many client don't know their app subscription details/license info, what is the best place to provide that info to client?

It's always recommended to connect with your account rep to know about these details.

Will "Text to code," use "GR" as the variable for glide queries? Isn't this against best practice?

Bigger discussion really, but technically.. if your variables are scoped properly, 'gr' is not going to be an issue. It's sort of like using "i" in a for-loop. Is it the most descriptive name? No. Is it going to be an issue when you need multiple GlideRecord variables at the same time? Yes. If it's enclosed within a function, other functions won't interfere with it.

Hi, Sending emails from incident is available from all users including ITIL users using Gen AI?

If you've got the Gen AI capabilities installed, then yes, it is available to users composing email.

When will public availability for PDI be there?

Vancouver access on PDIs is planned for today! (August 3, 2023)

can we add custom tables from our scoped app to the serach?

Yes, I believe that's possible. We will confirm

can we use GEN-AI in ATF in Vancouver ?

ATF is receiving its own "automated test generation" functionality in Vancouver unrelated to GenAI. Any GenAI functionality in ATF would be custom.

is there any specific commands those need to pass in order to generate code?

Unfortunately, with lost context on this question. If you can clarify (particular what 'those' refers to) in the comments, we may be able to continue the discussion. Thanks.

Could Zero Trust -policy be introduced based on your current location?

Yes it can be by using the Zero trust security plugin.

Slightly off topic, but will there be a delta exam for Vancouver?

I suspect so. There have been in the past.

Sorry, hit enter too early. I still don't understand -- do I have to impersonate like existing ACL debugging, or will it work without having to impersonate the user. "Is Access Analyzer basically ACL debugging on steroids, or are you able to debug without impersonating the user? OHH YES1!! :)"

You do not have to impersonate to use the Access Analyzer. You simply tell it who you want to check the security against and it figures out the rest - saving huge amounts of time.

I saw a recommended action in Flow Designer, will we be able to favorite actions?

Great suggestion. I haven't heard of a Favorites yet. We have recently used and most commonly used, but nothing to flag it as a more static favorite. You may want to consider submitting this as an idea on support.servicenow.com so it gets the eyes of our product team.

What other than MFA and OTP based login methods are introduced in Vancouver release??

MFA has been around for a while. OTP is the new one. That's the only new one I've heard of for Vancouver.

Is there any commitment to making all the low code execution contexts debuggable? As in, set a watchpoint to attach to a feature's steps, step and interactively change state before stepping again, etc.

It sounds like you're talking about debugging flows. If I'm mistaken, please elaborate in the comments below or consider posting a new question in the community. Re: debugging flows, each flow has a context to show the current state and exactly what the values were and the execution path it took. I'm intrigued by the idea of stepping through (akin to script debugging). You may want to consider opening an idea on support.servicenow.com. I'm sure our product team would love hearing from you.

Can we seed our AI contexts with our own KBs, ingestion of our web sites, SharePoint folders, etc?

Branches of ServiceNow-trained models is on the roadmap for a future release.

what kind of security measures have been put in for using Gen AI capabilities on ServiceNow platform?

How do you get an invite to the Podcast next week that talks about Automated Test Framework in Vancouver?

search Break Point ServiceNow on your favorite podcast provider

Does the traditional 'high code' workflow still have a place in Vancouver?

We won't likely be updating legacy workflow but it's definitely not going away yet

When will the release notes be available ?

Release testing preview notes are available now, and patch 1 notes will be up soon

when ever we make a connection between VS code and servicenow instance using servicenow cli we are facing lot of errors can you make technow episode for that??

Gen AI would it be a security issue if it is connected to Open AI

Will LLM code helper be release to the Visual Studio Code extension?

I haven't heard yet. I know there is a team working on the pro-dev experience, including Visual Studio Code integration.

Any update on CI/CD spokes ?

None that we were made aware of in Vancouver. That doesn't mean they haven't been updated, just that we were not made aware of them.

All the features of vancouver , can we explore in PDI or any limitations for any features

Some of the features here are not available for PDIs due to external infrastructure. Basically, it comes down to costs and support.

Can Gen AI create Request case or incident based on user chatting with Virtual agent?

A common pathway for virtual agent is to create cases or incidents. If you mean if GenAI can read entire chats and then determine if it should create a case, then it's possible! That would be a custom functionality at that point though, for now.

Will incident summarization will be released in phases on Vancouver release? What is limited availablity?

Limited availability means a few customers are trying out the early versions and providing feedback before it becomes generally available in a later (store or family) release.

How moderated is the generative AI controller? Could it be trusted to avoid confidential info leakage?

-- Edelmiro Schnack Aragón

No, the built in moderations is to ensure it doesn't violate the LLM moderation policies, you'll want to build in your own info protections

will Text to code gonna be trained on ServiceNow's LLM?

Now Assist for Code is a ServiceNow LLM (the starting point is the pre-trained HuggingFace collaboration model - StarCoder) and it's been fine tuned on internal data so far.

Is integration hub available for PDI ?

Yes. You can activate it from developer.servicenow.com where you manage your PDI.

Can you do a session on Self-Service Analytics . Configuring Deflection Metrics

We will consider it. Thanks for the idea

That AI scripting example that Chuck showed - is that an inherent feature for Vancouver or is that a plugin and/or an AI capability outside needed to be hooked into?

It is available as a standard platform feature for script fields. No external service required.

I missed a good portion of the presentation. Where can I locate it laster?

More of a generel question. Are there any plans to add Scripting Option in the Flow Designer ?

The biggest place to script is by creating Actions for Flows to consume - that way things are reusable by non-coderes as well. There are a couple of additional places, like coded variables, you can use as an option too

What is the competitive advantage of RPA Hub against Microsoft Power? All of the mentioned capabilities are available there for years.

RPA Hub can manage/schedule bots from within the platform, trigger flows, etc. It's a single solution rather than bolted on like a third party solution.

How is AI benefiting Document Intelligence?...Are the suggestions more accurate and that's how we should think about the benefit?

Doc Intel is AI in its core because it attempts to learn over time how to better read your documents.

Are the use cases available for these functionalities?

We will have more info, including use cases coming out closer to general availability in a few weeks.

can we have pre installed plugins of performance analytics in vancouver??

I don't believe that would be possible as Performance Analytics is an additional licensing fee.

How are we mitigating the data security risks when we say, 3rd party openAI is in picture?

Everything with the gen-ai controller is prescriptive, the only things going to openAI is what you decide to send. so security is up to the builder of the application

Document Intelligence can work on unstructured documents as well in this release as currently it works on structured and unstructured documents.

For now it is is only available for structured and semi-structured docs.

Where do we find resources related to UI Builder? To get started with the learning.

do this work with metric base ?

I'm not sure what "this" refers to in this question. Sorry, we lost context. If you wish, you can elaborate in the comments below.

Is multiple table import only on integration hub or normal import sets

-- Kukunooru Ravi Chandra

You can do this with the Robust Transformer Engine (RTE). It's a bit complex to set up manually.

Can the dynamic inputs in flow can have system properties ?

Perhaps. It would help to know what the use case is for such a request. This sounds like a great question for the community.

The GENAI controllers that are offered to be integrated with Open AI, its using LLM models right? and the users will not get the answers related to their environment as yet?

That's correct, home-grown models focused on ServiceNow is planned for future releases

Is the Next Experience readiness checker also updated to accomodate these changes like guided tours etc?

The readiness checker will still show the Guided Tours tile in Vancouver as of EA.

Will there be a dark mode for Flow Designer

Not in Vancouver, no (sadly lol)

Is this feature available across the platform as it will be useful: What teammates are working on?

I'm sorry, we lost context on which feature you were referring to. Can you elaborate in the comments?

In PAD, is there a plan to allow access to RITM variables when configuring conditions?

Nothing in the roadmap just yet. However, there are plans in future versions to feature a deeper integration between PAD and Service Catalog. Stay tuned..

Can we create Guided Tour for custom workspace?

That's my understanding.

Duplicate Dashboards will duplicate reports also?

I believe it will maintain the reports from the previous dashboard, we'll check.

The Go Back action. Is it a true Rollback?

Yes indeed

Will there be an in-house LLM of Servicenow? Or is Servicenow training the openAI model with use of genAI use cases that applications will feed it with

Yes, servicenow LLMs are planned for future releases.

With these features are we at a stage where UI builder Portal are suggested for small company portals vs SP?

As of Vancouver... For end user and external user experiences, we still recommend Service Portal. For building agent experiences (aka configurable workspaces), UI Builder is the best option.

Is there a way to get a list of currently installed plugins that have been changed to store apps?

Yes we'll talk about that at the end actually!

"Now assist recommendation" is available on EA instances?

I have received conflicting messaging on this, sadly. I've heard some say it was limited availability and others argue the opposite. I would double-check with your solution consultant.

Will Platform Analytics dashboards allow scripted filters?

Unfortunately your question is beyond the scope of this webinar. We did not have anything Performance Analytics. This sounds like a great question for the community.

Any plans to test document intelligence on PDIs? Currently it doesn't work due to restrictions on ML model traning from PDIs, rendering it almost impossible for developers to self-learn and suggest to client

We've expressed this about most data-center required actions. We're constantly fighting for it, sorr yI don't have a better answer right now.

How do Security attributes compare/contrast with ACLs and the new Data Filtration records?

A Security Attribute is highly configurable piece of information about a Subject for eg group, when used in access controls or data filters , enables fine grain security configuration in a non-complex way. In simple, it reduces the complexity of defining security controls(ACLs and Data filter).

Can we chat with multiple agents at the same time

Yes. Lauren mentioned it in the video around the 44:35 time.

How will the resource limitation facilities deal with priority inversion?

Can you help me understand what you mean by priority inversion?

I see that in the WOrkspace now Map reports are available since CHuck just show the last screen? :)

Ah, that's interested. I didn't look that closely. Someone else made the graphic for me.

Are there any constraints of what is shown for a FedRAMP user (US Federal Government)?

Great question. Unfortunately, we didn't get any distinction on this release. If you have specific questions about specific topics, I recommend reaching out to your solution consultant for your account. They should know.

Will be available to connect the Virtual Agents to Azure Ai, using the new framework?

Yes, GenAI in Virtual Agent in Vancouver is compatible with either OpenAI or Azure OpenAI

Can other fields we specify be encrypted (besides phone number)? Like PHI for healthcare.

Yes, most dictionaries can have edge encryption enabled

Does AI search have to be managed separately in the portal and Next Experience?

As far as I know, it's the same search engine representing the search results via the UI (Service Portal or Workspaces.)

Queued Application Installs - is that also for Plugin installations?

That's our understanding at this point.

With major changes in App Engine, will any of my Screens developed in Utah need revamp or will anything fail? We have build a big application using UIBuilder and any such changes will impact my entire application.

If you've built with App Engine and UI Builder, you've significantly reduced your upgrade risk. While I won't say NOTHING can go wrong, it is always best to test. Again, very low risk with low-code capabilities.

Is it true that the Vancouver release no longer supports UI 16 for new instances - have to use Polaris?

UI16 is still available in Vancouver as is the ability to upgrade to Next Experience when you're ready either on the global instance basis or individuals.

Does the application manager also include store apps?

Yes! It indeed displays store apps and updates to store apps

Is there a way to track where the log events were generated from? i.e. a flow, a rest script, a workflow and preferably the sysID of it.

At the moment, it's entirely based on each product on how they handle logs and their descriptions. Hopefully we can normalize/standardize it in the future.

what was the developer link again? he said it fast

developer.servicenow.com

Love the "Go Back to" in Flow Designer. Any chance of a futre "Go to"?

I love the idea. Have you considered submitting it as an idea on the support site (support.servicenow.com)? Our product managers read and review them all.

Any update on next exeprince in Vancouver

Several items were covered in the webinar. If you missed it, I recommend watching the video at https://devlink.sn/tn96blog

Would like to know with AI controller can we integrate with our own Gen AI application

At the moment no, unless you build your own spoke for it, but I believe the intention is to do that eventually.

Do the things like Now Assist for Code or the Recomendations of flow designer actions require the Gen AI controller to be set up to work, or are these "part of the platform" that don't require you to have your own provider set up (aka provided OOB)

Yes, Now Assist for Code and Recommendations will require some setup within the GenAI controller.

When will EA be available

Today!

With the Next experience, can we get the option back for the users to set their own themes?

It appears that it's still there. In the upper right, click the avatar and select Preferences. You should see "Themes" there.

Do we have learning paths on now learning for automation, security and different trends in general like udemy?

I want a more concierge experience for my users. When will GenAI be integrated into VA, so users can use NL to get answers, actions, etc?

NL options exist and dialogue acts are being implemented in Vancouver. The beginning of GenAI functionality will also appear in Vancouver in VA (summarize, etc.). In future releases when more personalize ServiceNow LLM's become available is when I bet you'll start seeing it as a more "concierge" experience when it comes to your specific instance.

Can Generative AI generate ATF tests?

ATF is receiving its own "automated test generation" functionality in Vancouver unrelated to GenAI. Any GenAI functionality in ATF would be custom.

when will be the recording of this session available?

Aug 11 is our plan, on YouTube

Are there any automation best practices guide across the platform?

We would recommend you to check the automation engine space in ServiceNow Community, our Product Managers frequently post content which covers best pterodactyl too.

RPA Hub is iseperate licencing or include with app engine or integration hub ?

RPA Hub is part of Automation Enginee. It's a separate license (note the $ in the upper right corner of the slide.)

It appears that it goes against best practice by using gr as a variable, any concern that users will just leave the code as its written by AI and not use it as a starting point?

The best practice actually has two options: do not name variables as gr as it may collide with global variables (as you correctly mentioned), the other option is to wrap the variable in a function and then call that function thus preventing it from being globally accessible. The text-to-code functionality does the latter.

With the Flow Designer optimizations mentioned, does any of that lean toward reducing/omitting the lag experienced when expanding an activity within a flow which has numerous activities?

Can you help me understand what you mean by "expanding an activity within a flow which has numerous activities"? To clarify, Flows and subflows are made up of actions (and flow logic), and actions are made up of steps.

As part of Utah release for AI Search we set limit of input_max_length. We will be having same with latest release as well

Sorry, I am unclear of the question here.

Can you please repeat the link for the happy hour

Live coding Happy hour is on the ServiceNow Dev Program YouTube channel!

Any Generative AI integrations with Virtual Agent & conversations?

Yes, I believe we showed that in the webinar around the 11:30 mark of the video with Earl.

Hello from Fujitsu in Denmark, I don't see a possibility for requesting a PDI for Vancouver

-- Christopher Hillestrøm

Vancouver PDIs were not available while we were doing the live broadcast. The ability to claim a new one or upgrade an existing one was available within minutes of us concluding the webinar. By the time you get this email, you shouldn't have any issues.

Generative AI today requires an interactive session with prompt engineering. Will users have access to similar features? For example: Summarize, List sources, provide more detail, explain to a six year old...

Yes. I've seen several previews from upcoming releases with a sidebar where users can type in Gen AI prompts and get a response.

If we open RITM by using "id=form&table=sc_req_item&sys_id=''&view=sp" by this link. In Catalog client script g_form.gettablename() has using in if condition not getting table name. How to get.

Unfortunately this question is beyond the scope of this webinar. I recommend posting this as a new question in the community. There are lots of people who would be happy to help.

We already have webhooks available. How is [external triggers] different from external trigger?

Both are almost similar,External Triggers are pre-made webhooks that can be easily used with Flow Designer.

Would we be able to connect to a homegrown generative AI?

I believe that's the goal eventually, I'll check

When is the release date for vancouver ?

Early availability is today! General availability in a few weeks

How would the client data security will be maintained with GenAI?

At least with the GenAI Controller, capabilities are almost entirely prescriptive, you are deciding what is being sent to the LLM Provider, so security is more about the building process of the new features.

Generative AI will be also on Community Site?

Not at the moment

regarding RPA Hub, did i hear something about being able to search flows? is that search down to the code level? if so, is that flow search also available for other flows in the system? it's pretty easy to search scripts for code...

You can easily search for flow or subblow(before Van you had to scroll through all flows) which will significantly improve the usability of these methods.

W/hat are some common use cases of the Generative AI?

Summarize entire tickets for quick glancing, automatically create KB articles based off problems, etc.!

perfomance is for Design or execution ?

Between these updates and future ones, both actually.

Are there any plans to enable RPA development and use for MacOS or other non-Windows platforms? The current lack of MacOS support is very limiting for us.

For now we only support Windows system

is there any mechanism which suggest what need to address in my instance for current upgrade when i suggest instance URL ?

If I understand you correctly, you may want to visit the Upgrade Center module first.

Did I see that correctly that you can incorporate AI into VA topics so end users can use it in chat topics?

Yep! the genAI actions will appear as actions you can drag and drop into your VA chat topics

Will my company data be shared with a SN engine outside of our instances for any AI capability?

I believe nothing is shared outside of your instances for data models unless you're explicitly allowing it.

Where may that be found? related to automation?

Unfortunately I don't have the context of when you asked this question to understand what "that" refers to. If you could elaborate in the comments we may be able to follow up for you.

When can we upgrade our PDI to Vancouver?

You should have the ability to upgrade to Vancouver later today. We'll do a general call to action at the end of the presentation.

Why PA dashboard loading time is very high?

Without additional details, it is difficult to tell. If you have a troubleshooting issue, I recommend either reaching out to customer support or ask a question in the community. Sorry we couldn't help you - this question is outside the scope of material we covered in this webinar.

Are these features available in PDI

Vancouver SHOULD be releasing on PDIs sometime today - both for new instances and as an option to update your current on to that version Additional note from Chuck - Some of the features here are not available for PDIs due to external infrastructure. Basically, it comes down to costs and support.

Do Dynamic Inputs also work when used in PAD activities?

Not yet...but soon! We plan to support Dynamic Inputs in PAD in an upcoming release - stay tuned!

Would like to understand Gen AI capabilities in one single document? Any chance of releasing it?

Im not aware of anything currently, but that's a fascinating idea - Ill discuss this with the team and see if its something we can create!

With Vancouver, any tool to migrate from Flow designer to Process automation for the Security Incident Response Workspace?

Not that I'm aware of since that would be for that specific product. We're only tuned in to App Engine, Automation Engine, and platform, sadly.

Is jump back feature same as Rollback in workflow?

Similar, yes!

Flows take lot of time while loading and is the default limit of 60 actions is still there or removed ??

The Vancouver release includes significant performance improvements for the Flow Designer builder experience. The default "max actions in a flow" is still 50, but customers can update the number.

Application Manager will inform us if the app or plugin is under our subscription/licenses?

That is correct. "Available to us"

ZTA - "dynamically reduce access". Is reverse available? Dynamically expand access?

I believe Pranav specified that the policies can do both during the webinar.

But is the redesigned application manager faster?

I believe speed will be enhanced in future releases/patches.

Will this code aid released for Visual Studio Code aswell?

We are looking at ways to improve the Visual Studio Code experience. For now, the text-to-code is embedded in the script fields within the platform.

Is there a long term plan for Service Operations Workspace to fully support the workflow for Changes and Problems, or, will there continue to be a button that returns the user to the default view?

Unfortunately this is a little beyond our scope of App Engine, Automation Engine, and Platform on this webinar. I recommend having a discussion with your account team on product specific questions like SOW and ITSM. Thanks.

when can I get my hands on a Vancouver PDI?

developer.servicenow.com

Ouch. Why this access anylizer is paid(((

Unfortunately we don't always have details on why something is a paid feature vs. built into the platform. Someone must have thought there was significant value in it to charge for it.

What are the implications for the scoped app that you set the limitations on?

I'd be curious to know more about your questions. Asking about implications is a bit open ended. Feel free to add more details to your use case or concerns in the comments.

at what time EA Vancouver will be available

Dont know the time, specifically, but EA is today

When will Vancouver be available for GCC High Customers

I'm afraid I'm not familiar with that ter. What is a GCC High customer? If you can explain in the comments, we can get back to you. Thanks.

Are we going to have functionality to install store apps on PDI

Some store apps are accessible via the developer portal menu, but otherwise we do not have any information about whether full accessibility to the store is planned or not.

Seems like ServiceNow is some way from having polished AI functionality as not much information is around yet, would you agree?

The field is new. We're looking at what customers needs are and listening as we go. Like most features, we get a minimum viable product out, then get customer feedback rather than waiting until we have a 100% product that could take years and be considered a failure by the customers.

Our ServiceNow Solution Consultants indicated that there are improvements planned in Vancouver for improving support of ATF and Next Experience/CSM Workspace. Will you be covering that today?

ATF is enhanced by Automated test generation in Vancouver but won't be covered today, workspaces will be.

Hello. Any reliability/errors handling improvements in Automation Engine? Right now even connectivity issues sometimes are not thrown to developers waisting days to investigate.

We are unaware of any at this time. That doesn't mean they don't exist or are not on the roadmap, only that we are unaware. I recommend reaching out to customer support and if there is nothing that meets your requirements, consider posting an idea on support.servicenow.com so our product teams are aware of your requirement.

Will we be able to use the newer JS engines in Global scope?

Not as of Vancouver insofar as I'm aware

Are there any changes planned for Mobile apps - Mobile, Agent (besides the geolocation login that was mentioned)?

We didn't hear of any significant changes for Mobile in Vancouver. That doesn't mean there are no updates, just that we were not made aware of any.

Business Continuity Workspace demo??

Great idea, but that's outside the scope of what this team covers. Sorry.

How is External Trigger different from REST API trigger? Or is it esentially the same?

REST API Triggers are custom webhooks that can be easily used with Flow Designer. External Triggers are pre-made webhooks that can be easily used with Flow Designer.

Gen AI work like Open AI?

The controller's initial available connections is OpenAI itself actually

When Vancouver version official in market??

Early access is August 3, 2023. General Availability is later in Q3.

Are there plans yet to move the work benches and boards to the workspaces?

It would depend on each product. Do you have a specific example you are thinking of? Comment below.

Hello :slightly_smiling_face: Since this session is recorded, it will be available afterwards, right?

That's correct, we'll post it on youtube!

Will all of these features be available to GCC upon FedRamp release of Vancouver? (incl. Gen AI features)

I've been informed today that no they will not.

Will the LLMs that are connected to, capture/gather/retain the data that is sent to them? THis is an issue for many organizations.

The LLMs that are available to use in Vancouver are indeed third-party LLMs and how data that is sent to them is handled is determined by them entirely. Almost all of the GenAI features are initiated based on what your developers/admins decide to do with it. It functions as a tool that you can utilize and it's up to the instance owners to determine what data goes through third-party genAI processes. For example. when using a GenAI action in Flow Designer, it will only read a sensitive field if you have given it that field in your flow.

Acl analyzer which was released in last release, access analyzer is next level of it ?

Somewhere I can say yes, Access Analyzer helps you answer the question of Who has access to What? It gives you the overall picture of your security controls(Including query BRs also)

can you please post the link for next week podcast?

Let set Go!

Yay! Thanks for joining!

Is Generative AI Controller actually available on a Utah version, and if so, which one?

Everything we're covering today will be availabel on the new release - Vancouver

Can we have a Gen AI code generator within classic view

That will actually be a thing in certain views yes. In classic view itself, it just depends on the specific code screen your on.

Will it be included in the existing ITSM Pro licensing.

I'm not sure what you were referring to. However, since your question is around licensing, I recommend you contact your account team as we don't offer licensing and pricing information here. Thanks.

Apart from JIRA (the example shown) for the external trigger? What will be also supported?

How does RPA AI look like?

They resemble actions that you can use and drop onto your designer flows

Can you tell us more about the sentiment analysis?

Unfortunately we didn't cover sentiment analysis in this episode. If you have a specific question, you may want to consider a question post in the community where lots of people would be interested in assisting.

if yes, are they available on doc.servicenow.com?

Sometimes use cases are in docs, but more often they are in sales and marketing material.

Will the AI framework be available for us to call it from custom pages? For example, to create our own chat UI version?

It's callable via server scripting, yes

Do we have Virtual Agent integration with Flow Designer? Can we call VA from flow?

There is an integration between VA and Flow. You can trigger flows from VA topics, but not the other way around insofar as I know. I can't imagine a use case where you trigger a flow and then a VA chat comes up on someone's UI. Can you help me understand the use case where you think this would be helpful (in the comments)?

What is the advantage of moving PAD to the store?

It allows us to upgrade it more significantly more frequently than twice a year.

Can layout be changed in uibuilder at a later stage

AI Search analytics for our implementation has a data limit. Has the analytics been improved to search through more data across different languages

So the signals data is backed by a table, tables containing more than 1 million records tend to have perfomance issues, so we have capped the signals table size at 1 million records total. This table contains signals for all search profiles and there is an additional limit where we will only ever store 500K records for specific profile. As far as "Has the analytics been improved to search through more data across different languages?" I really don't know what this is referring to. We capture search signals about all implemented languages. The information captured is mostly data about what was searched and the characteristics of the documents that were clicked on. It works irregardless of language. The main improvements have been made to the training process. We now send more data and more historical data to the ML Relevancy Model Trainer. The data is "pre-populated" with all the information needed for the trainer, so we don't need to strain the AIS backend to create it at training time. We have also added A/B Testing to the Relevancy Models produced by the ML Trainer. These models used to auto promote, but now they will be compared to the existing model for a period of time and only promoted if they out perform the existing model.

Is there any way to call my own Gen AI application along with AI Search ... (Apart from modifying the AI Search Topic)

Yes, via scripting or flow

Do you have playlist on youtube for genai?

That's a great idea! we'll make one soon

Not that I know, but I love the idea. You may want to consider submitting this as an idea on support.servicenow.com so it gets the eyes of our product team.

Is ServiceNow planning to introduce more mobile apps? or will the existing apps be integrated with platform features?

I'll have to check but the plan is to enhance the current available apps

Can we access platform report and dashboards in custom workspace?

You can show dashboards created in the Platform Analytics Workspace in any Workspace Experiences. There is also a data visualization component if you want to show reports on a UI Builder page.

How can I reconfigure a performance analytics dashboard widget to display median value of some data (for instance, median age of open incidents)? In the OOB configuration, I can only seem to be able to show average, sum, or maximum/minimum queries.

Unfortunately this goes beyond the scope of this webinar. It sounds like a great question to post to the community where there are plenty of Performance Analytics Experts.

Will the new features be available inPDI or just for PAID Customers

Many of the features we are covering are available on PDIs (including many of the paid capabilities.)

Go back seems awesome. I would love to use it.

Same here! The Vancouver on PDIs should be coming out today, so hopefully we can give it a test

in case of general models, what about security? will customer be okay to pass case details for summarization to open AI models. that may contains IPs etc

Is the AI generative feature going to me available in CSM as well?

Yes. ITSM, CSM, and Employee workspaces are all on board.

Does Access Analyzer take into account COE Security Policies for HRSD?

Will Geo Point data types have a migration path from using Lat/Long, to a geopoint?

Not that I'm aware. If you see a use case, you may want to consider submitting it as an idea on support.servicenow.com. Our PMs love to get feedback on how to make things better.

"In the Vancouver preview I noticed that the new application manager no longer has scheduling

These seems more like a comment. Let us know if you have a question in the comments below.

will the adaptive authentication and access also be available for the mobile apps?

Does the text to code generation capability understand the nonstandard APIs that leak Java objects to the Javascript context? For example need to use size() instead of length, and understanding how to correctly access the undocumented native Java objects?

Great questions. It appears, based on my limited testing at this point, that access to the Java classes (e.g. packages, etc.) are not available. This is mainly because we do not encourage this behavior as it carries a high risk of failure when upgrading between releases. It was discouraged as far back as Calgary (2013). Regarding size vs. length and similar methods, I haven't had a chance to work with that yet. It depends on what code is generated and to what methods are used.

Does the location based access also take into consideration VPN and allow or disallow based on configuration?

Yes, adaptive authentication can detect and deal with VPN access.

How will ServiceNow continue with earlier strategies of Transparency, Uniformity, and Ubiquitous Function? These made ServiceNow's phenomenal acceptance possible. Are you strategically choosing looks over function, or have you just forgotten what you already had?

Great questions. If you have specific concerns or ideas, let us know in the comments below. I'm sure our product teams would be interested in engaging in a discussion.

Does limited availability for Gen AI in Workspaces mean we need an OpenAI subscription for it?

-- Ramiro Rodriguez Alcivar

No, limited availability simply means the product or feature is available to a limited number of customers at this time with wider availability coming in the future. We do this to try new features and get feedback to make a stronger initial public offering.

Would it be possible to introduce "testing sets" to Flow designer to quickly test flows with a lot of inputs?

Sounds like a great idea to post to support.servicenow.com. Our product team loves to hear your ideas. One note - Flows don't actually accept inputs, they're triggered. Subflows, on the other hand, DO accept inputs so be sure to clarify your use case and what you are working with. Thanks.

will next UI be enforced in Vancouver? I remember that being mentioned during Knowledge23

No. Next Experience is still an opt-in for existing customers and turned on by default for new instances (which you can always disable with a simple system property change.)

Will we have the capability to improve the code snippet generated by Code Assist tool?

Yes. Once you accept the code snippet, you can edit it the same as if you typed it yourself.

link for happy hour please?

Public Version is Available Today for Subproduction ?

Early access is available for PDIs. Subprod instances won't be available to upgrade until General Availability later in Q3.

Can we start upgrading our PDI to Vancouver version from today itself ?

That's the plan! It'll be available sometime later today I believe

Exernal triggers is a replacement of webhooks? For instance, we're usin Jira integration with the spoke and webhooks to process action in the Jira side

Exernal triggers are like webhooks, It will allow developers to conditionally trigger flows via external sources in an event-driven manner. In your example, when a jira triggers a event, ServiceNow will be listenning to it, based on our configuration it can trigger a flow in the instance.

• Can ServiceNow Robotic Process Automation be used to retrieve XML, PDF, and CSV files from MID Server without the reliance of external applications, or does it require the use of third-party apps?

Most of those can be retrieved without RPA actually, you would use commands direct to the MID server to do that

Is RPA Plugin still available on PDIs? I no longer see it.

It should be - perhaps you have a PDI on a version older than Utah?

When will Now Assist be available to general public?

We are still finalizing the release schedule for general availability. The target is in the Vancouver timeframe sometime after early availability (EA)

Any new changes on ATF

In Vancouver, ATF is receiving the ability to automatically generate new tests

What are the security considerations for OpenAI having access to our instance data for things like Summarizing. Is that data being sent externally to OpenAI to process?

Is GenAI available in Service Operation Workspace?

The GenAI features being added to workspaces are side-bard components and are available for workspaces in general.

Did you coordinate your shirt with Chuck's bow tie? LOL

Purely coincidental.

Will you be able to use the new access testing in ATF?

Unknown at this time. If we find something, we'll let you know.

when can we expect the PDI update to Vancouver version

Vancouver Patch 0 became available on PDIs August 3, 2023.

How do you forsee AI enhancing the ServiceNow experience?

Similar to new tech, making common tasks easier, automating repetitive workflows, etc. allowed devs/admins/users to focus on other things

When can I upgrade my Utah PDI?

Beginning August 3, 2023.

Text to code uses ServiceNow's LLM or OpenAI/Azure OpenAI which needs a subscription?

This is part of ServiceNow. No subscription required to other services.

Is Generative AI plugin & Now Assit free with Vancover or fee based?

Ask your account rep, but generally speaking GenAI and Now Assist functionality is available with any Pro/Enterprise licensing.

What licensing is required for external triggers?

We won't be able to answer that specifically, you'll need to check with your rep.

Is it not currently decided what licensing will be required? Sorry, don't understand why you can't share that info

We are not at liberty to discuss ServiceNow's licensing model, sadly - only the features. Please consult your rep - they will be able to answer those questions.

Is the code completion tool using the StarCoder open source model that ServiceNow assisted with developing ?

Currently the StarCoder LLM is planned for Washington release

Do we have document scanning feature available to scan documents with signature?

The signature might not be able to be scannable itself, we'll have to check on that for you.

Can we read captcha code from our RPA Bots

It probably depends on how complex the captcha code is haha

will code assist be available only in the hub or in any script field?

I'm not sure what you mean by "in the hub". As for script fields, yes. It will be available in script fields.

Any improvements in Automated Test Framework ( ATF) ?

Yes, automated test generation is a new feature but we won't be talking about it today

Are robotic companies one of your larger client bases or have those new features been added to grow the business in that direction?

We seem to make decisions to expand in ways to make sure that all ways to integrate are available.

Is Documement Intelligence available for Custom Scoped Applications?

is [the GenAI Controller] publicly available to connect with any app?

Since the GenAI Controller can be accessed via script, flow, etc. then yes!

Is 'Code Quality Checker' capability available outside of RPA Hub for use on the broader platform?

It is available in RPA as of now.

Will it be possible with Doc Intelligence to limit the attached document to an amount of pages ?

We are unaware of it at this time. That doesn't mean they don't exist or are not on the roadmap, only that we are unaware. I recommend reaching out to customer support and if there is nothing that meets your requirements, consider posting an idea on support.servicenow.com so our product teams are aware of your requirement.

How is AI implemented with Vancouver version? What part in ServiceNow is AI being used?

Scripting, flow designer, workspaces, RPA, doc intel, etc. All over the place

Page 2

Originally aired: August 3, 2023 8:00 AM PT

A first look at ServiceNow's Generative AI framework
Exciting new Next Experience UI and theming enhancements
Latest innovations to UI Builder, workspaces, and the CLI
Improved omni-channel experiences (Virtual Agent/Sidebar)