These are the London Release features summarized for a quick view guide.

What's new?

1. Virtual Agent

2. Agent workspace

3. Insights Explorer

4. Walk-up Experience

5. Continual Improvement Management

6. Security Operations New UI

7. Vendor Risk Tiering

8. CSM Major Issue Management

9. HR Document Management

Features:

Agent Workspace- Requires license - Tabbed view for multiple incidents and their details.

- Form view is optimized to show related lists as sections.

Virtual agent- Requires license - A chatbot that can resolve common issues and tasks. - Speed common tasks and request resolution using chatbots. - Build automated conversational workflows on common topics. - Provide accurate and reliable self-service interactions via preferred messaging services. - Deliver higher level service. - Available for ITSM, CSM and HR Service Delivery

- Virtual Agent Designer: Create and manage topics for virtual agent.

Flow designer - Stages are now available in flow designer. - Allows creation of subflows. - Scriptable API for flow designer to trigger flows from a script. This API supports record based trigger, service catalog based trigger, schedule based trigger and metric based trigger. Flows run asynchronously. - Space reduction - less white space on flows. - More actions button - Expand and collapse blocks - Drag n drop actions - Nested forEach() - Trigger and flow logic annotations - Integration hub- Connection attributes - REST Step- Required runtime, Use MID, Vanilla(Core JS) - Powershell Step

- Microsoft AD and Azure AD spokes

Metricbase - 3 types of triggers- Band trigger, Linear predictor trigger, Gap trigger - Band trigger- When metric value reaches a certain threshold or within a range. - Linear predictor- When a metric follows an upward or downward trend and is expected to reach a given threshold in future. - Gap trigger- When no data is received from a metric.

- Can also be used as a trigger in flow designer.

Notifications - Slack and MS Team installation - Users can now interact with the instance using messaging apps and it requires integration hub subscription.

- Users need to authenticate once for their messaging app in the instance and they can also have buttons in the notifications e.g. Approve, Reject.

REST API Rate limiting

- To limit the number of inbound requests for a user.

Scripted REST API - Custom content types in Content negotiation tab. - Explicit role security- Requires explicit roles plugin.

- If "Requires SNC Internal" is true and user doesn't have snc_internal role then http request will fail with error code of 403.

Delete Recovery- Available under Rollback and Recovery menu - Deleting a record also deletes related records, group memberships, role assignments, updates the records referencing that record. - Restoring a record rollbacks changed fields and restores deleted data. - Can also be used to rollback accidental data changes e.g. done from background scripts, we have a checkbox in the Script- Background. - After background script execution we get more details and summary links to all the data which got affected by the script. - The script executions can be rolled back from "Script execution history" module by clicking on "Rollback script execution" related link.

- Recovery must be done within 7 days of record deletion.

Service portal - Faceted search UI to filter search results easily. - In Mobile view we have new filter icon for faceted search UI. - Pagination for Search results in faceted UI. - ATF is supported on Service Portal form.

- Field validation for Service portal- only works for UI Type set to All or Mobile/Service Portal.

Application manager page - Global application support from Studio. - Global application and changes can be published to App repository. - Choice list updates can now be published to repository. - Installed apps or updates from Store or Repository can now be rolled back to previous versions.

- Delegated deployment.

Custom URLs- Custom URL plugin is required and you must own the private domain.

File Attachment field type- Available on Standard forms.

Debug Upgrade module- Shows what was customized, skipped or modified during an upgrade.

Service Catalog - Table variable - SQL Debugger - UI Policy Action- 2 new fields added- Order of execution and Clear variable value. - ATF support for service catalog in service portal.

- User Criteria APIs: getAllUserCriteria(), getUserCriteria(string linkTable), getUserCriteria(string UserID, string linkTable)

ATF - Whitelist client errors - Application Navigator step- Menu visibility, module visibility, navigate to module. - Negative assert type

- All Steps menu

Guided tours - Available on Service Portal now.

- Draft and Publish mode