Connect Support Planned Deprecation

Samyuktha Reddy · ‎03-03-2022

ServiceNow has officially announced the deprecation timeline for Connect Support. These plugins will no longer activate or support, as of two upcoming Now Platform® releases. 

Here’s what you can expect  Beginning with the Now Platform San Diego release in March 2022, we will no longer deploy or activate the plugin listed below. The plug-in will remain active in your instance, including when you upgrade to a new Now Platform release

Beginning with the Now Platform Utah release planned in March 2023, we will end support for the plugin listed below. While they will remain active in your instance, including when you upgrade to a new Now Platform release, we will not be able to service them.

Affected Plugins - Connect Support Plugin: com.glide.connect.support

 Note: Next Experience will not support Connect Chat and Connect Support.  

Here’s what you need to do 

Start planning. You have three options:

Transition to a replacement technology – Agent Chat and AWA in Workspace
Maintain the unsupported plugins as custom code.
Contract with ServiceNow or a ServiceNow Solution Partner

Transition to a replacement technology:

Step1 : Migrate to  Advanced Work Assignment and Agent Chat on Agent Workspace.

Step 2: Install the Agent Chat plugin (com.glide.interaction.awa) 

In Advanced Work Assignment, configure service channels, define work item queues and set up work assignments 
Update agent Live Feed profiles to display agent names and avatars in the chat client 
Use Chat Setup to activate the transcript download, estimated wait time, display of agent names and avatars in the chat window, notifications to be sent via the Virtual Agent chatbot in the web and mobile chat client, Agent Whisper and set system messages that are displayed when a live agent transfer occurs 
Complete the Fulfiller UI, queue, and transfer message fields

Define and publish chat context variables
Update the Service Portal chat client for Live Agent and, optionally, Virtual Agent with either a chat client that persists across multiple portal pages or one single portal page

For more information about why and how to migrate, read this community article.

Maintain the unsupported plugins as custom code:

We will not deactivate or remove unsupported plugins from your instance, nor will they be affected by upgrades or future Now Platform releases. You’ll still be able to access them as active plugins; however, they will be considered custom code and we will not be able to service 

Contract with ServiceNow or a ServiceNow Solution Partner:

Our Customer Outcomes team or ServiceNow Solution Partners can help with solutions. Contact them directly for service availability and cost.

Thanks for reading 

We appreciate you staying informed on upcoming changes. It helps us to help you! 

 Questions?  

We’re here to help. For technical assistance and info, please open a case or visit ServiceNow Support. You can also reach out to your ServiceNow sales representative or a ServiceNow Solution Partner. 

Let’s stay in touch 

Be sure to keep your company contacts updated to ensure you continue to receive these notifications.

Tony K · ‎11-17-2022

Follow up question on migration path. The recommendation is to use Agent Chat with Agent Workspace. I just read another article today that says Agent Workspace is being phased out in favor of Configurable Workspace. If we're starting from scratch can you use Agent Chat with the new Configurable Workspace or must you still use agent workspace?

Samyuktha Reddy · ‎11-17-2022

Hi Tony,

CSM configurable workspace does support the Agent Workspace to use Agent Chat. When the configurable workspace plugin is activated you will also see the agent workspace activated along with it for the CSM workspace.

Find the below links for the details:

CSM Configurable Workspace

CSM Agent Workspace Set Up

Set up an AWA service channel for assigning case tasks

Wayne Richmond · ‎12-05-2022

This is unfortunate. Many people will want to switch to the Next Experience UI but not necessarily to Workspaces.

I implore you to consider building a similar solution to Connect Chat or the Agent Chat Workspace feature that operates within the normal UI for Next Experience.

dianeled · ‎01-25-2023

I agree with Wayne. We were planning to switch to the Next Experience but not Workspaces yet. Now it appears we cannot do that!

Hadex · ‎02-13-2023

Hello Samyuktha Reddy

Can AWA and Agent Chat be used with ServiceNow Interactions only as the client is NOT ready to implement Service Operation Workspace for ITSM

teduard · ‎05-16-2023

Hi Samyuktha Reddy,
Thank you very much for your detailed article.
I am just wondering if we move to Workspace and Agent Chat what would be the lifecycle of it?
What I mean if we invest in migration to workspace how long is it gonna last before ServiceNow will come up with something new instead of workspace?
Consider it as a rhetorical question.

Also could you please provide and update on Agent Chat Group Notification, whether this option is considered to be implemented and if so what do you think when it will happen?

Thank you!