ServiceNow integration June 2024 release notes

Versions of ServiceNow applications

• 1E Virtual Assistant 3.2.12
• 1E Core 4.0.18

Release highlights

We're excited to share significant updates to our ServiceNow applications, which are now all compatible with the ServiceNow Washington DC release. We are committed to enhancing the 1E Platform and digital experience (DEX) capabilities to empower you to deliver exceptional services to your users.

These updates are designed to bolster your service delivery capabilities and are available for download on the ServiceNow app store. For further details, please contact your account representative.

Domain awareness

Virtual Assistant 3.2 has been enhanced with robust domain separate awareness capabilities. This upgrade ensures that sensitive data from different domains, such as personal information, work-related data, and financial details, are securely isolated and managed independently. By leveraging advanced access controls and implementing stringent data segregation protocols, Virtual Assistant 3.2 provides heightened security and privacy, reducing the risk of unauthorized access and data breaches. Refer to Configuration for a Multi-Tenant Instance .

Enhanced conversation output

• Clarity and context: The Virtual Assistant now provides clearer, more contextually accurate responses, enhancing the overall effectiveness of user interactions.
• Custom interaction (CI) detection: The assistant now detects CI information directly from ServiceNow tables, allowing for more personalized and relevant responses.
• Instance verification: Changes have been thoroughly verified in both single-tenant and multi-tenant instances, ensuring consistent performance across different environments.
• Message removal: The message response This is not a company device has been removed.

Message updates:

Original message	Updated message
No Records Found	Seems like I can't find your device
Looks like you are not logged into a company device, but I can still perform the fix on one of the device(s) assigned to you, listed below. Which one would you like to proceed on?	I am unable to find your logged-in device, but I can still perform the fix on one of the device(s) assigned to you, listed below. Which one would you like to proceed on?

Improved logging capabilities

We have enhanced the logging capability of the application to improve monitoring, troubleshooting, and overall user experience.

The key improvements include the following:

• Log levels and granularity: We now support logs on events such as test server connection, instruction retrieval, and executions.

• Contextual information: We now capture contextual data for device interactions and system activities.

Rebranding changes

• Tachyon keyword removal: The legacy term Tachyon has been removed from the guided setup main page and other internal pages.

• Virtual Agent renaming: The Virtual Agent has been renamed to Virtual Assistant throughout the entire application to ensure uniformity. This includes updating the business application name in the instruction definition to 1E Virtual Assistant.

Other features and enhancements

Type	Application	Issue ID	Summary
Fix	1E Virtual Assistant	ITSM-159	To ensure accurate status updates and improved workflow reliability, we have resolved an issue where triggered instructions did not move to a completed state after the jobs were fulfilled.
Enhancement	1E Core	ITSM-203	This version supports domain separation for 1E Virtual Assistant 3.2.10. Refer to Configuring multi-tenant .
Fix	1E Virtual Assistant	ITSM-224	We have fixed a bug that prevented basic authentication configuration in multi-tenant environments with 1E Platform 8.1. All the authentication methods are now supported.