This document provides a high level overview of new features included in the upgrade to Geneva as well as changes between the current ServiceLink User Interface (UI) and the new UI. The new interface provides an updated look and usability improvements. Notable features include a redesigned application navigator with tabs for Favorites and History. There are now real-time updates, user presence notifications, and enhanced activity streams.

The left-navigation bar now includes an enhanced application navigator and tabs to more easily access History and Favorites.

History and Favorites tab in left hand navigation

Favorites

Click the Favorites tab to display only your favorites. Click Edit Favorites to remove or edit the order, name, color and icon of a Favorite. Any Bookmarks previously created in prior versions of ServiceLink are now automatically converted to Favorites in the Geneva UI. However, any selections that you made as Favorites in the previous versions are not automatically converted to the Geneva UI and must be recreated manually.

Create Favorites

One way to create a Favorite is right-click a title and select Create Favorite.

From a Menu Item

Click the star icon to the right of a menu item to create a Favorite. To remove the item from Favorites, turn the star off.

From a Report
  • In the left navigation, go to Reports and select All Reports.
  • Click All to bring up the whole list.
  • Type the report name in the Search box and click Lookup.
  • Click the star icon to open the Favorites tab.
  • Drag the name of the report into the Favorites list. You can edit the name or appearance as needed.

  • Screenshot of Saving Report as a Favorite

From a List View
  • Navigate to any list. Click Filter ServiceLink Filter Icon. Modify conditions as needed, and click Run.
  • Note: Toolkit users can click My Tickets to create or edit a filter.

  • To save this list as a Favorite, click the menu icon ServiceLink Menu Icon next to Task. Select Create Favorite.
  • On the Set up your favorites page, give the Favorite a meaningful name and (optionally) a color and icon. Click Done.

  • Screenshot of Favorites set up page

History

Click the History tab to view items in chronological order from most to least recently accessed.

Screenshot of search icon on the banner

The Search field in the upper-right of the top banner frame has been replaced with a Lookup ServiceLink Lookup Icon. Click the Lookup ServiceLink Lookup Icon, then enter text to perform a global search.

Help

Screenshot of help icon on the banner

Click Help ServiceLink Help Icon in the upper-right of the top banner frame to search for help provided by ServiceNow.

Themes

You can change the way ServiceLink looks by selecting a new theme. Click Settings ServiceLink Settings Icon at the top right of the ServiceLink window. Click Theme and choose from several options.

Screenshot of Themes settings page

Tabbed Forms

To make your incidents and forms easier to navigate, set all forms to display in a tabbed view. Click Settings ServiceLink Settings Icon and navigate to Forms to turn on the Tabbed forms option. This will reduce the amount of scrolling inside a record and help the record load faster.

Screenshot of Forms settings page

Add a Profile Picture

Complete the following steps to add a Profile Picture in ServiceLink:

  1. Click the drop-down arrow next to your name at the top right of the screen.
  2. Screenshot of Profile Menu

  3. Click Profile.
  4. In the Photo field, click to add a photo.
  5. Choose your photo file and click Ok.
  6. Save the record.

Global User Presence and Real Time Form Updates

Other user is viewing screenshot

Global User Presence

User presence makes it easy to see who is online. A green dot appears on a user's avatar when he or she is online. User avatars are used in multiple places, including incident records, activity streams, live feeds, and Connect conversations. The form header displays an indicator when other users are viewing the record.

Real Time Form Updates

It is now possible to see who else is viewing and updating a record in real time. When updating forms, fields update dynamically to show changes by other users and display a blue field update icon change indicator icon to indicate changes. Hover over the icon in ServiceLink to see which user made the update. Conflict warnings also prevent users from accidentlally overwriting each other's work.

Updates to the Incident Management Module

The Geneva upgrade includes a consolidation of icons and buttons in the header bar. Email and more can now be found by clicking More Options ServiceLink More Options Icon. There is also a new Follow button available on the Incident record that allows users to easily keep track of an incident.

Incident banner with new Follow button

Following Records in Connect Chat

ServiceNow Connect is a real-time messaging platform that connects you to your coworkers, bypassing email and static documents. It is possible to follow a record in Connect Chat to track activity as it happens, in a familiar chat interface. When you follow a record, you become a member of a record conversation and can keep track of or contribute to that record. All messages in record conversations become Additional Comments or Work notes. Click the Follow button in the Incident header to follow a record. Click Toggle Connect Sidebar Toggle Connect Sidebar icon to view the records you are following.

following button screenshot

New Activity Stream

From a record, click Show Activity Stream Activity Stream Icon to move quickly to the work notes at the bottom of the record. While in the activity stream, you can click on a user's initials to open the user's profile or open a new chat. On forms, the Activity Stream Activity Stream Icon shifts the focus to the activity stream below instead of opening a pop-up window.

Activity Stream Options

Work Notes

With Geneva, you can choose to view only the Additional Comments field (customer visible), Work notes, or both. Geneva defaults to only using Additional Comments, which allows you to communicate directly to your customer. It is possible to change your view to only see Work notes by checking the Work notes box. You can also choose to see both fields by clicking Show All Journal Fields ServiceLink Show All Journal Fields Icon. This selection is sticky, so your selection will remain on all forms. Click Post to save and post the Work note or Additional Comments to the Incident record. Note that Work notes are now easily identified in the record by the yellow bar.

Work Notes and Post Screenshot

Show email details

In order to see the emails sent to a caller, users will now need to click Show email details.

Show Email details link screenshot

Updates to the Change Module

A new Copy Change button allows users to copy change record details from an already created change.

Related Search results section

Copying change enables users to:
  • Configure the content that is copied.
  • Copy the configured attributes, and reset all non-copied attributes to default values.
  • Copy the configured related tables.

Note:Users can now copy change details from a Standard change. New change tasks maybe created when a change is copied. If your record has associated workflows that create change tasks, these change tasks may not be copied because they are created by the workflows.

Note:This change is NOT applicable to Toolkit users.