Release notes

SVCINT-5869

Now supports Coveo search pages, Coveo standalone search boxes, and Coveo Hosted Insight Panels that leverage the Coveo Atomic library.

SVCINT-2728

The Insight Panel User Actions timeline now shows the creation of the ticket, such as an incident or case, as a user activity. Also, the default view of the User Activity Timeline now shows the user actions prior to ticket creation. You can click More Actions to see additional user actions after the ticket was created.

User Actions

SVCINT-2979

Resolved an issue in ServiceNow Service Portal’s Coveo-powered search page whereby facets and queries with special characters, such as & and =, weren’t functioning properly.

N/A

SVCINT-3003

Support for the ServiceNow Xanadu release.

N/A

SVCINT-1887

Support Coveo organization endpoints in Coveo for ServiceNow.

Organization endpoints

SVCINT-2176

A new getRecordCreator extension point function allows you to modify the record creator value that’s used to fetch the user on which to base the Insight Panel User Actions.

Use extension points to customize your deployment

SVCINT-2331

To avoid multiple work note entries, you can now disable Coveo for ServiceNow’s built-in work notes feature when using a ServiceNow business rule for work notes.

Disable Coveo for ServiceNow’s built-in work notes

SVCINT-2518

Support for the ServiceNow Vancouver release.

N/A

SVCINT-2053

A new getSearchTokenRequestBody extension point function allows you to customize the payload when generating a search token from the Coveo Insight Panel search interfaces in ServiceNow.

Use extension points to customize your deployment

SVCINT-2127

When using the Coveo Insight Panel in ServiceNow, a new getFieldsToInclude extension point function allows you to trigger a query to Coveo, and subsequently update the Insight Panel, only when certain fields are edited.

Use extension points to customize your deployment

SVCINT-2117

The getFieldsToIgnore extension point function is now applied to the ServiceNow CSM workspace interfaces (CSM Configurable Workspace and CSM Agent Workspace).

SVCINT-1878

Support the Coveo Insight Panel in a CSM Configurable Workspace interface

Add the Insight Panel to a CSM Workspace

WORK-1346

Support for localized strings in the Coveo JavaScript Search Framework

Use extension points to customize your deployment

WORK-1531

Support for the ServiceNow San Diego release

N/A

WORK-1101

Fixed an issue in the Coveo Insight Panel whereby removing a previously selected filter using the "X" in the filter breadcrumbs caused a new record form page to appear instead of removing the filter.

WORK-1072

Added detailed error messages when ServiceNow is unable to connect to a Coveo organization.

WORK-1140

Resolved an issue in the Case Deflection panel with search results not updating when a user modifies the issue description field.

WORK-1323

Fixed an issue whereby returning to a Coveo-powered search page using a web browser’s Back button resulted in the search page performing an empty query.

WORK-1138

Support for the ServiceNow Rome release

N/A

WORK-1080

Reloading a page that contains a Coveo Standalone Searchbox widget no longer causes multiple search boxes to appear.

WORK-1115

Fixed an issue with the Coveo for ServiceNow extension point functions being unresponsive.

WORK-831

Support for connecting a ServiceNow instance to an organization on the Coveo HIPAA Platform

Installing Coveo for ServiceNow

WORK-125

An authentication error occurs for a ServiceNow Virtual Agent that’s integrated with Coveo for ServiceNow

WORK-173

An error appears on user records and incident pages when the Insight Panel for the Agent Workspace is activated globally

WORK-181

When filling an incident report in the Agent Workspace, modified field values aren’t saved

WORK-207

An error appears in a ServiceNow Virtual Agent chat that’s integrated with Coveo for ServiceNow

WORK-251

The Coveo Top Queries widget doesn’t save a modified title

SNOW-363

Users can now preview records directly from the Coveo Insight Panel in the Agent Workspace

N/A

SNOW-350

The Coveo Insight Panel now uses dynamic facets by default

N/A

SNOW-336

Support for connecting to Coveo from different regions, such as Canada, Europe and Australia, by selecting your region prior to linking to a Coveo organization in ServiceNow

Installing Coveo for ServiceNow

SNOW-311

Improved the responsive design for the Coveo Insight Panel to better accommodate different panel widths

N/A

SNOW-260

Title, connector, source, and author data is now saved in the Coveo attached results table when attaching a search result in the Coveo Insight Panel

N/A

SNOW-208

The new Top Queries widget provides query recommendations to users visiting the page in which the widget is embedded

Top Queries

SNOW-204

The Coveo Search widget now uses dynamic facets by default

N/A

SNOW-443

Cannot open an item in Quick view mode from the Coveo Insight Panel in the Agent Workspace

SNOW-423

When editing the Coveo Search Page widget in the ServiceNow Service Portal Designer, the Edit button that opens the Coveo Administration Console is problematic and should be removed

SNOW-418

Adding a scripted extension point that overrides a setting that is already defined in the page causes the Coveo Search to stop working

SNOW-406

When performing a query in the Coveo Insight Panel, the user’s browser language is not tracked

SNOW-390

Search results do not load correctly when performing a query in the main Coveo Search in the ServiceNow Service Portal

SNOW-383

Attaching an item to a case when using the Coveo Insight Panel in the Agent Workspace does not send custom Usage Analytics (UA) events with proper data

SNOW-366

The Page View Tracker widget does not send Usage Analytics (UA) custom data events

SNOW-287

Support the Insight Panel in the new Agent Workspace interface

Configure the Insight Panel

SNOW-289

Add User Actions to the Insight Panel in the new Agent Workspace interface

User Actions

SNOW-290

Support extension points in the new Agent Workspace interface

N/A

SNOW-291

Add the Attach Result feature to the Insight Panel in the new Agent Workspace interface

Result Actions

SNOW-293

Allow creating a blocklist of fields that trigger a query in the new Agent Workspace interface

Implement the Coveo Insight Panel

SNOW-296

Allow creating a blocklist of fields that trigger a query in the classic Agent Workspace interface

getFieldsToIgnore (function)

SNOW-315

Add Copy feature to the Insight Panel in the new Agent Workspace interface

Result Actions

SNOW-284

Result Action icons are misaligned

SNOW-285

Pagination does not work when there’s a filter set on a search page

SNOW-312

Agent Workspace Insight Panel tabs are unresponsive

SNOW-318

Lodash and underscore conflict in Agent Workspace

SNOW-147

Allow adding custom JavaScript Search Framework options to widgets

Use extension points to customize your deployment

SNOW-205

Add user context when available in analytics

N/A

SNOW-215

Add an extension point for custom context on query and suggestions

Use extension points to customize your deployment

SNOW-216

Add an extension point to retrieve custom translations for the JavaScript Search Framework

Use extension points to customize your deployment

SNOW-230

Create a custom event before the coveo init

N/A

SNOW-258

Pilot of Agent Workspace Components

N/A

SNOW-164

Allow Coveo to replace the ServiceNow global search

Powering the global search box with Coveo

SNOW-168

Allow controlling the query delay in the Case Creation widget

Case Deflection widget options

SNOW-172

Show the instance name in a new API key name

N/A

SNOW-174

Bring together duplicate code in UI Scripts

N/A

SNOW-189

Add option for Case Deflection widget to appear only when the user types in the form

Case Deflection widget options

SNOW-209

Add a title and a subtitle option to the Recommendations widget

Recommendations widget options

SNOW-210

Allow linking a standalone SearchBox to an existing search interface

Searchbox Widget

SNOW-211

Add options to display widgets to logged-in (not anonymous) users only

Widget reference

SNOW-228

Change the default clickable URI of ServiceNow documents for a direct link when in the agent panel

N/A

SNOW-235

Make the Recommendations widget send the sys id of the current page with the context data

N/A

SNOW-241

Adjustment from ServiceNow QA for 1.5.0

N/A

SNOW-243

Recommendations widget ignores the specified number of results

SNOW-244

Search Box widget can attach to the Recommendations widget