The Service Exchange (SE) application enables customers to connect with their providers through their ServiceNow instance. Service Exchange provides seamless connections across the provider’s ecosystem to enable flow-through service and support requests, without having to set up costly custom integrations.
Customers can request services and support, track progress, and receive service updates and notifications from their providers in their own ServiceNow instance without having to swivel-chair to an external system.
Important: Do not upgrade your ServiceNow® instance to the Australia release if you rely on Service Exchange. A known RPS issue prevents Service Exchange from functioning correctly. Proceed with the upgrade only after Australia Patch 2 becomes available.
New
- Service Exchange Center
- Introduced the unified Health Dashboard for improved visibility into connections through a new Heartbeat capability, more accurate connection status, enhanced search and filtering, and centralized issue tracking with validation and resolution.
- Automated Onboarding
- Delivered automated Consumer–Provider onboarding with secure registration, automated pre‑ and post‑onboarding suite validations, improved retry and timeout handling including one‑sided consumer offboarding, and clearer onboarding states with actionable error messaging and recovery.
- Service Exchange Core
- Improved transport reliability, strengthened Remote Task error handling, enabled provider‑to‑consumer task variable updates, and ensured Remote Choice values remain accurate.
- Foundation Data Sync
- Added bi‑directional data sync from Consumer to Provider, improved attachment handling, introduced automated field mapping, and enhanced visibility into offerings, subscriptions, and revisions.
- Documentation
- Restructured Service Exchange documentation.
Fixed
- Improved resilience of RPS outbound (PRB1918189)
- RPS connection failures caused by malformed attachments (PRB1969541)
- Additional comments are not updated as expected (PRB1984220)
- Improved retry behavior during onboarding and Offboarding (PRB1925551)
- Corrected CI sync behavior after initial payload (PRB1961406)
- Improved handling of inbound email attachments (PRB1920319)
- Resolved Clone script conflicts (PRB1966599)
- N/A - All requirements are automatically installed.
Note: Service Exchange requires a global script included in the latest release of the ServiceNow platform to function properly.
Automatic Installation of SE Global Script Include
Starting with the following releases, the SE Global Script Include is automatically installed or updated when Service Exchange is installed:
- Xanadu Patch 4
- Yokohama and later releases
If you are installing Service Exchange on a previous release, please follow the instructions in KB1225292 on the Now Support instance to install the script.
This link can be found under the Supporting Links and Docs section on this page.