ServiceNow has officially announced the deprecation timeline for Connect Support. These plugins will no longer activate or support, as of two upcoming Now Platform® releases.

Here’s what you can expect Beginning with the Now Platform San Diego release in March 2022, we will no longer deploy or activate the plugin listed below. The plug-in will remain active in your instance, including when you upgrade to a new Now Platform release

Beginning with the Now Platform Utah release planned in March 2023, we will end support for the plugin listed below. While they will remain active in your instance, including when you upgrade to a new Now Platform release, we will not be able to service them.

Affected Plugins - Connect Support Plugin: com.glide.connect.support

Note: Next Experience will not support Connect Chat and Connect Support.

Here’s what you need to do

Start planning. You have three options:

1. Transition to a replacement technology – Agent Chat and AWA in Workspace
2. Maintain the unsupported plugins as custom code.
3. Contract with ServiceNow or a ServiceNow Solution Partner

Transition to a replacement technology:

Step1 : Migrate to Advanced Work Assignment and Agent Chat on Agent Workspace.

Step 2: Install the Agent Chat plugin (com.glide.interaction.awa)

• In Advanced Work Assignment, configure service channels, define work item queues and set up work assignments
• Update agent Live Feed profiles to display agent names and avatars in the chat client
• Use Chat Setup to activate the transcript download, estimated wait time, display of agent names and avatars in the chat window, notifications to be sent via the Virtual Agent chatbot in the web and mobile chat client, Agent Whisper and set system messages that are displayed when a live agent transfer occurs
• Complete the Fulfiller UI, queue, and transfer message fields

For more information about why and how to migrate, read this community article.

Maintain the unsupported plugins as custom code:

We will not deactivate or remove unsupported plugins from your instance, nor will they be affected by upgrades or future Now Platform releases. You’ll still be able to access them as active plugins; however, they will be considered custom code and we will not be able to service

Contract with ServiceNow or a ServiceNow Solution Partner:

Our Customer Outcomes team or ServiceNow Solution Partners can help with solutions. Contact them directly for service availability and cost.

Thanks for reading

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Questions?

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