Paris Features : Service Portal Enhancements

The Paris release has a lot of great new features and enhancements for developers and Users. I'm very excited when it comes to Service Portal which gives us a richer user experience and capabilities available in it.

In this post, I’ll summarize important Service Portal features and Enhancements available with Paris release.

• External user self-registration
• Availability Rich Text Editor
• Availability @ Mentions
• Enhancement of Ticket Page

Let’s get started to explore each of them and how it will help of us for better user experience as a developer and end user.

External user self-registration :-

• It enables a large group of users to register to a ServiceNow app without the help of an administrator.
• This feature enhances identity verification to improve customer experiences and supports commonly used registrations.
• Administrator can configure the registration form, including a Pre and Post registration flow, field mapping, post, configure a captcha and role mappings.
• We can configure a CAPTCHA to the registration form. The default CAPTCHA provider is Google reCAPTCHA.
• Capabilities Available for External user self-registration :
  1. Customization can be done with User Registration Form
  2. Verification/Activation link can be sent to the user's registered email address.
  3. Configure Google reCAPTCHA for external user self-registration.
  4. Link to reset their password after post registration.
  5. Verify user self-registration requests and self-registered users.
• Activate External User Self-Registration :
  1. In order to enable this feature, you need to first activate the External User Registration plugin (snc.external_user_self_registration) .
  2. Now you need to configure the registration form by Navigating to External User Self-Registration > User Registration Configurations and click New.
  3. At last, you can enable External user self-registration for specific portals by :
     • Navigate to Service Portal> Portals
     • Open a portal record for which you want to enable this.
     • Fill in the External user registration configuration field with your created Registration Form created on Step 2.
  4. You can see the Option to Register as below :

Availability Rich Text Editor and @ Mentions on Portal :-

• Rich Text Editor: Using this feature, this can be useful for adding formatted text, clickable links and more importantly to use @ mentions on portal.
• Mentions :This feature provides you the option to enable mentioning the relevant people in work notes.
• For service portal, Mentions only works with Rich Text Editor.
• In order to enable Mentions on portal, you need to first Enable Rich Text Editor.
• By default, mentions and Rich Text Editor are disabled / deactivated on Service portal.
• Steps to Enable :
  1. Change the Application scope to ‘Service Portal - Standard Ticket’ from platform UI.
  2. Go to Standard Ticket Page, press Control and right-click anywhere in the Activity section.
  3. Choose Instance Options and Select / Check on “Enable Rich Text Editor” & Enable @ Mentions.
  4. After saving a form, you can use @ Mentions & Rich Text Editor.

• As shown below, Rich Text Editor is visible under Activity Tab and can use mentions formatted text..

Enhancement of Standard ticket Page :-

• This Standard Ticket Page features like Mentions, Rich Text Editor, Variable Editor, requested item to display the related information, and new activity sections that can be configured on-demand.
• Variable Editor in Service Portal : For Service Portal UI, the variable editor is available for forms with the variable editor formatter.
• The layout of the Standard Ticket page is enhanced which can be customized easily if required.
• How we can Enable Standard Ticket Page?

• For new instances (Paris release) available, it’s by default available for all.
• For upgraded instance from previous releases:
• • you need to activate the plugin “Service Portal - Service Catalog v2 plugin ( com.glideapp.servicecatalog.portal)”.
  • If plugin is activated already but you are not able to see the changes then you can go to plugin and click on Activate/Repair.

• Configuring / Customizing a Ticket page :
  • In order to do the changes, you need to change the Change the Application scope to ‘Service Portal - Standard Ticket’.
  • You can configure the appearance of the standard ticket page header, layout and tabs from Standard Ticket > Standard Ticket Configuration
  • Select a table for which you want to configure an appearance. We can configure a Header Section, Info Section and Tabs Section.
  • Incident Standard Ticket Page shows the Actions list from where you can resolve, close, or reopen incident.

What’s Next:-

For more detailed information, you can go through the Official Documentation is available here

• Configuring External user self-registration
• Configuring Standard ticket page
• Service Portal release notes

You can check out other article on Paris features.

• Paris Features: Addition Of New Service Catalog Variables

That's it for now!!! I hope you will find it as helpful. Thanks for reading and let me know your suggestion, feedback on it. So I can add update the post with other pointers.

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Cheers,

Abhishek Gardade