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.
Navigation, Favorites, History
The left-navigation bar now includes an enhanced application navigator and tabs to more easily access History and Favorites.
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.
From a List View
- Navigate to any list. Click Filter . Modify conditions as needed, and click Run.
- To save this list as a Favorite, click the 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.
Note: Toolkit users can click My Tickets to create or edit a filter.
History
Click the History tab to view items in chronological order from most to least recently accessed.
Search
The Search field in the upper-right of the top banner frame has been replaced with a Lookup . Click the Lookup , then enter text to perform a global search.
Help
Click Help 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 at the top right of the ServiceLink window. Click Theme and choose from several options.
Tabbed Forms
To make your incidents and forms easier to navigate, set all forms to display in a tabbed view. Click Settings 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.
Add a Profile Picture
Complete the following steps to add a Profile Picture in ServiceLink:
- Click the drop-down arrow next to your name at the top right of the screen.
- Click Profile.
- In the Photo field, click to add a photo.
- Choose your photo file and click Ok.
- Save the record.
Global User Presence and Real Time Form Updates
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 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 . There is also a new Follow button available on the Incident record that allows users to easily keep track of an incident.
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 to view the records you are following.
New Activity Stream
From a record, click Show Activity Stream 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 shifts the focus to the activity stream below instead of opening a pop-up window.
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 . 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.
Show email details
In order to see the emails sent to a caller, users will now need to click Show email details.
Updates to the Change Module
A new Copy Change button allows users to copy change record details from an already created change.
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.