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July 24, 2026

Workspace ONE ITSM Connector for ServiceNow Release Notes

What's New

Workspace ONE ITSM Connector for ServiceNow Release Notes detail the new features and enhancements in each release. This page contains a summary of the new capabilities, issues that have been resolved, and known issues that have been reported in each version over the last 12 months.

Workspace ONE ITSM Connector - 9.0.0

  • New Features
  • Minimum Requirements
  • Resolved Issues
  • Known Issues

New Features

Organization Group-Based Access Controls

ServiceNow administrators can now configure access controls based on Organization Groups (OGs) to restrict device remediation to specific groups of devices.

This enhancement provides more granular control over the following:

  • The actions that are permitted
  • The service desk user groups that are authorized to perform those actions
  • The Organization Groups, and their associated devices, on which actions can be performed

For more information, see Configure Organization Group-Based Access.

Digital Employee Experience Data for Mobile Devices

Service desk administrators can now view Digital Employee Experience (DEX) telemetry data for mobile devices directly within any ServiceNow ticket. This enables faster diagnosis and resolution of mobile device issues without leaving the ServiceNow interface.

The following mobile DEX data is available within any ServiceNow ticket:

  • Network performance
  • Battery averages
  • Application crash events
  • User telemetry

Device Search by Friendly Name

Service desk administrators can now search for devices by using the device's friendly name. This expands the available search options beyond serial number and username, so administrators can locate devices and initiate investigation or remediation more quickly.

Configurable UEM, Experience, and Horizon Tabs

ServiceNow administrators can now configure the visibility of the UEM, Experience, and Horizon tabs within any ServiceNow ticket. Each tab can be independently shown or hidden to align with your organization's workflow requirements.

Extended DEX Data History

ServiceNow administrators can now configure the Experience data display period to show device events for up to 90 days. The previous limit of 24 hours has been extended, allowing service desk administrators to view and analyze a longer history of device events to diagnose recurring or intermittent issues.

ServiceNow Australia Release Certification

Workspace ONE ITSM Connector 9.0 has been tested and certified for the ServiceNow Australia release.

Minimum Requirements

  • The following are the Minimum Requirements for Workspace ONE ITSM Connector.

    • Workspace ONE UEM – 24.02 or later

    • Workspace ONE Assist - 24.03 or later

    • Horizon 2312 - 8.12 or Later

      • Performing Horizon actions requires a Horizon license and a Horizon 8 deployment

    • ServiceNow releases supported – Xanadu, Yokohama, Zurich, or Australia

    • Available on all device platforms supported by Workspace ONE UEM and Workspace ONE Assist

      • Performing Workspace ONE UEM device actions requires a UEM license and UEM enrollment of the device

      • Starting a Workspace ONE Assist session on the device requires an Assist license and registration to the Assist server

Resolved Issues

  • DEXSD-1189 - Resolved performance issues that affected Workspace ONE Assist sessions. Audit and logging improvements have been made for app and profile removal actions. Serial numbers and work notes are now recorded correctly when apps or profiles are removed, providing a complete audit trail for service desk operations.

Known Issues

  • We are always working to improve the Workspace ONE ITSM Connector for ServiceNow with every release. There are no known issues to report.

Workspace ONE ITSM Connector - 8.6.0

  • New Features
  • Minimum Requirements
  • Resolved Issues
  • Known Issues

New Features

  • Support for Active Directory (AD) group entitlements in Horizon searches

    • Previously, only individual users with entitlements appeared in Horizon session searches. This release adds support for users who are entitled through AD groups.

  • Expanded multi-UEM tenant support

    • The maximum number of Workspace ONE UEM tenants that can be connected to a single ServiceNow instance has increased from 5 to 10.

  • ServiceNow Zurich release certification

    • The Workspace ONE ITSM Connector has been tested and certified for the ServiceNow Zurich release.

Minimum Requirements

  • The following are the Minimum Requirements for Workspace ONE ITSM Connector.

    • Workspace ONE UEM – 24.02 or later

    • Workspace ONE Assist - 24.03 or later

    • Horizon 2312 - 8.12 or Later

      • Performing Horizon actions requires a Horizon license and a Horizon 8 deployment

    • ServiceNow releases supported – Zurich, Yokohama, or Xanadu

    • Available on all device platforms supported by Workspace ONE UEM and Workspace ONE Assist

      • Performing Workspace ONE UEM device actions requires a UEM license and UEM enrollment of the device

      • Starting a Workspace ONE Assist session on the device requires an Assist license and registration to the Assist server

Resolved Issues

  • DEXSD-1030 - Fixed an issue with the Send message device action on Windows devices running Hub Agent version 24.10 or later.

Known Issues

  • We are always working to improve the Workspace ONE ITSM Connector for ServiceNow with every release. There are no known issues to report.

Workspace ONE ITSM Connector - 8.5.0

  • New Features
  • Resolved Issues
  • Known Issues

New Features

  • Search by any field in any table

    • ServiceNow administrators can now specify the exact field and table where device identifiers such as serial number or username are stored. These fields and tables can be standard out-of-the-box (OOTB), non-standard OOTB, or custom. This update allows Service Desk Administrators (SDA) to open a ticket and automatically trigger a search in UEM using the configured field and table. The process simplifies device lookup and improves data retrieval.

    • Previously, only standard ServiceNow fields for username and serial number were supported. With this enhancement, administrators can configure non-standard and custom fields to retrieve device details and take further action.

  • Configurable Horizon Actions

    • ServiceNow administrators can enable or disable specific Horizon actions from a list of pre-canned HZN actions. Only the actions that are enabled will be available to SDA when working on a ticket.

  • Incident number in UEM notes

    • The incident number associated with an action is now added to the device notes in UEM. This enhancement simplifies auditing by linking each action to its originating incident. Actions can still be taken from any ticket type, and this feature applies to all ticket types.

  • Add tag name in worknotes

    • Previously, when a tag was added or removed, the tag name was not recorded in ServiceNow work notes, and it was unclear whether the action involved adding or removing a tag. This has been improved. The tag name and action type (added or removed) are now appended to the work notes for better clarity.

  • Freestyle workflows for iOS and Android

    • Freestyle workflows can now be triggered on iOS and Android devices. Previously, this functionality was available only on Windows and macOS. Workflows are now supported across all device platforms.

  • Filter device search results

    • The device list is now filterable. You can apply filters to refine results from the initial search.

  • Privacy statement is added to the Guided setup

    • A Privacy Policy section has been added to improve visibility for ServiceNow administrators.

Resolved Issues

  • DEXSD-977 - The Hub version was not displayed for macOS devices. This has been corrected.

  • DEXSD-955 - The soft reset action was not visible for iOS devices. This has been fixed.

  • DEXSD-949 - Resolved an issue where legacy tabs remained visible in the native UI after upgrading from version 7.0 to 8.0.

  • DEXSD-645 - Physical memory was not displayed in some tickets. This issue has been resolved.

Known Issues

  • We are always working to improve the Workspace ONE ITSM Connector for ServiceNow with every release. There are no known issues to report.

Workspace ONE ITSM Connector - 8.0.0

  • New Features
  • Minimum Requirements
  • Resolved Issues
  • Known Issues

New Features

  • Location

    • Service desk associates can now see the last known GPS coordinates of a device, including the latitude and longitude, on a map. This action helps to locate missing or lost devices along with the previously available actions Find Device and Enable Lost Mode(iOS).
    • Enable Location settings to use this feature.

  • Compliance Policies

    • Sevice desk associates can verify the Compliance Policy to determine which policy is failing on a device so they can fix an issue. To use this feature, at least once security or compliance policy must be assigned to the device. You can see policies by navigating to Security > Compliance > Compliance Policies.

  • Horizon Enterprise 8 Integration

    • Service desk associates can now investigate and remediate Horizon Enterprise 8 issues from within any ServiceNow ticket. Use cases in this version include:

      • Find sessions per user
      • Find sessions per email ID
      • Disconnect session
      • Logoff session
      • Reset machine
      • Restart machine

    • Extend ITSM Connector to Horizon Helpdesk Actions

      • Prerequisites for using are:
        • Minimum Horizon version - Horizon 8.12 (2312)
        • Enable Cloud Pod Architecture (CPA)

  • Bring Workspace ONE UEM ITSM component out of the native UI

    • In the native UI, the dependency on formatters and related tabs was removed. The load time of the ITSM Connector has been significantly improved. Now, the ITSM Connector will show up as a button even in the native UI (same as the SoW UI).

Minimum Requirements

  • The following are the Minimum Requirements for Workspace ONE ITSM Connector.

    • Workspace ONE UEM – 2310 or later

    • Workspace ONE Assist - 23.10 or later

    • Horizon 2312 - 8.12 or Later

      • Performing Horizon actions requires a Horizon license and a Horizon 8 deployment

    • ServiceNow releases supported – Xanadu or Yokohama

    • Available on all device platforms supported by Workspace ONE UEM and Workspace ONE Assist

      • Performing Workspace ONE UEM device actions requires a UEM license and UEM enrollment of the device

      • Starting a Workspace ONE Assist session on the device requires an Assist license and registration to the Assist server

Resolved Issues

  • DEXSD-881 - In version 7.0, the ability to Uninstall Apps was not working.

  • DEXSD-930 - Error pops up if the user does not have ITSM Connector access rights.

  • DEXSD-831 - Guided setup should be 0% at start.

  • DEXSD-832 - OAuth is default. In previous versions, Basic Auth was default.

Updgrade Considerations

  • Hostname missing - While upgrading from a lower version of ITSM Connector to 8.0, the Hostname configured in Guided setup gets deleted. Before beginning with the upgrade, the Hostname must be retained in a separate location. After the upgrade, the Hostname must be re-entered. This issue will not occur in subsequent upgrades.

  • Actions not visible or not working - For certain Users or User Groups, certain actions may not be visible or be available but not work. For those Users/User Groups, the roles (x_omnis_*) must be removed and reassigned.

Known Issues

  • DEXSD-949 - After upgrading, the old tabs in the related list within native UI are still visible. This will be fixed in a patch version.

  • DEXSD-936 - Compliance status is not available, but overall status is compliant. This will be fixed in a patch version.

Workspace ONE ITSM Connector - 7.0.0

  • New Features
  • Minimum Requirements
  • Resolved Issues
  • Known Issues

New Features

  • Starting with this release, the app has been rebranded in the ServiceNow Store to Omnissa Workspace ONE ITSM Connector. All subsequent releases of the ITSM Connector will be published under the Omnissa banner and branding.

  • Launcher Actions

    • A new device action for Android devices using Launcher. Launcher Actions are available for Workspace UEM 2410 and later.

    • ServiceDesk can now remotely make Android devices:

      • Enter launcher admin mode

      • Exit launcher admin mode

      • Exit Launcher mode

  • Beyond ITSM

    • Customers can enable the ITSM Connector features on any ServiceNow module. This takes us beyond Incident Management and into other ticket types like interaction, Security incident, Knowledge base articles, etc.

  • Additional Device Information

    • New fields have been added to the device info page such as:

      • Partner Compliance ID

      • Compliance Status

  • Serial and Friendly Name

    • Will now be appended to the Notes every time an action is initiated.

  • Sorting and Searching

    • Enabled for all lists created in the ITSM Connector. Customers can now sort and search a list of devices, Applications, Profiles, Products, etc. The Default sort on the list of devices shall be on last seen (most recently seen on top).

  • Uninstall Profiles and Apps

    • Customers can now Uninstall Apps and Profiles. This extends the capability to Install and Reinstall Apps and Profiles that were available in earlier versions.

  • Device Persistence Based on Last Opened Device

    • The details of the last opened device will show up each time the same ticket is accessed by multiple Service Desk Associates. Previously, the CI attached with the incident was persisting.

  • New Role Names

    • All the roles associated with each action name have been renamed. All role names have changed from x_vmw_ to x_omnis_.

  • Xanadu Compatible

    • This version of the ITSM Connector is compatible with Xanadu version of ServiceNow. We will support Yokohama within 60 days of Yokohama being GA.

Minimum Requirements

  • The following are the Minimum Requirements for Workspace ONE ITSM Connector.

    • Workspace ONE UEM – 2209 or later

    • Workspace ONE Assist - 23.10 or later

    • ServiceNow releases supported – Xanadu or later

    • Available on all device platforms supported by Workspace ONE UEM and Workspace ONE Assist

      • Performing Workspace ONE UEM device actions requires a UEM license and UEM enrollment of the device

      • Starting a Workspace ONE Assist session on the device requires an Assist license and registration to the Assist server

    • Third-party recommended, but not mandatory – Service Graph Connector for Workspace ONE UEM

Resolved Issues

  • We haven’t identified any notable known issues in this release. If you’re facing any problems, feel free to reach out to our support team.

Known Issues

  • The Uninstallation of Apps is not available for iOS devices in this release.

What's New

Workspace ONE ITSM Connector for ServiceNow Release Notes detail the new features and enhancements in each release. This page contains a summary of the new capabilities, issues that have been resolved, and known issues that have been reported in each version.

Workspace ONE ITSM Connector - 6.0.0

  • New Features
  • Minimum Requirements
  • Resolved Issues
  • Known Issues

New Features

As of this release, ITSM Connector is compatible with ServiceNow’s new UI Service Operations Workspace(SoW).

Now, incidents opened, viewed, and worked within the SoW will have all of the investigation and remediation capabilities of the ITSM Connector including:

  • Username/Serial Number Search

  • Device Information

  • Remote Assist

  • Clear/Change passcode

  • Install Apps/Profiles/Products

  • Execute Scripts/Workflows

  • All other features available in Version 5.5.0 (released in July 2024)

Minimum Requirements

  • The following are the Minimum Requirements for Workspace ONE ITSM Connector.

    • Workspace ONE UEM – 2209 or later

    • Workspace ONE Assist - 23.10 or later

    • ServiceNow releases supported – Vancouver or Washington

    • Available on all device platforms supported by Workspace ONE UEM and Workspace ONE Assist

      • Performing Workspace ONE UEM device actions requires a UEM license and UEM enrollment of the device

      • Starting a Workspace ONE Assist session on the device requires an Assist license and registration to the Assist server

    • Third-party recommended, but not mandatory – Service Graph Connector for Workspace ONE UEM

Resolved Issues

  • We haven’t identified any notable known issues in this release. If you’re facing any problems, feel free to reach out to our support team.

Known Issues

  • We are always working to improve the Workspace ONE ITSM Connector for ServiceNow with every release. There are no known issues to report.

Workspace ONE ITSM Connector - 5.5.0

  • New Features
  • Minimum Requirements
  • Resolved Issues
  • Known Issues

New Features

  • Username-Based Device Search

    • Removes the dependency on a CMDB. ITOM licenses are no longer needed. A customer who hasn’t implemented a CMDB can also use the ITSM Connector.
    • The Service Desk can look up the devices assigned to the caller. They can select the device to be acted upon and finally take action on the selected device.
    • Allows ITSM Connector to support devices without a serial number (registered and non-managed devices, Android in some cases). Device details can be retrieved and actions taken even for serial number-less devices.
    • The last selected device is stored in the incident.

  • Support for Enrolled (Non-Managed devices)

    • Enrolled devices, that are not managed by Workspace ONE UEM can now be acted upon through the ITSM Connector. The device actions available are the same as those available in Workspace ONE UEM.

  • Products

    • Products assigned to a device can now be processed through the ITSM Connector.
    • Assign the Product role: x_vmw_ws1uem.ws1uemprocessproducts to the user or group that will be pushing the Products to a device.

  • Ticket Data Ingestion

    • ServiceNow tickets can now be exported to Intelligence. Use this feature to track the usage of the ITSM Connector. Once the incidents are imported into Intelligence, dashboards can be created to track various usage metrices.
    • Enable the feature by selecting the Property Workspace ONE Intelligence Analytics.

Minimum Requirements

  • The following are the Minimum Requirements for Workspace ONE ITSM Connector.

    • Workspace ONE UEM – 2209 or later

    • ServiceNow releases supported – Vancouver or Washington

    • Available on all device platforms supported by Workspace ONE UEM and Workspace ONE Assist

      • Performing Workspace ONE UEM device actions requires a UEM license and UEM enrollment of the device

      • Starting a Workspace ONE Assist session on the device requires an Assist license and registration to the Assist server

    • Third-party recommended, but not mandatory – Service Graph Connector for Workspace ONE UEM

Resolved Issues

  • We haven’t identified any notable known issues in this release. If you’re facing any problems, feel free to reach out to our support team.

Known Issues

  • We are always working to improve the Workspace ONE ITSM Connector for ServiceNow with every release. There are no known issues to report.

Workspace ONE ITSM Connector - 5.0.0

  • New Features
  • Minimum Requirements
  • Resolved Issues
  • Known Issues

New Features

  • Support Multiple UEM Connections

Workspace ONE ITSM Connector introduces support for configuring and connecting to multiple Workspace ONE UEM instances to support some of our large customer deployments. This enables a single ServiceNow instance to connect with multiple Workspace ONE UEM (and Workspace ONE Intelligence) endpoints to fetch device-related information and perform remediation actions.  Note- End User Service Catalog will not support multiple Workspace ONE UEM configurations with this release. 

  • Lost Mode Introducing a new Device Action called "Lost Mode" for iOS enables ServiceDesk to mark iOS devices as lost. This action will lock the device and allow the user to set up a message and a contact number to be displayed on the device lock screen.

  • Update to Modern UI We've upgraded our UI to a modern technology stack that enables functionalities like client-side search, pagination, etc.

  • Other Enhancements

  • Remote Assist action has been shifted to a more prominent place to grant easier access to ServiceDesk to kickstart a troubleshooting session.

  • To handle some edge cases around sending device notifications for Hub, a new configuration has been added for the admin to specify the name of the Intelligent Hub app so it can match the name in Workspace ONE UEM settings under Devices & User > Apple > Apple iOS. Note- This setting applies to all the Workspace ONE UEM tenants and is not configurable per tenant.

Minimum Requirements

  • The following are the Minimum Requirements for Workspace ONE ITSM Connector.

    • Workspace ONE UEM – 2209 or later

    • ServiceNow releases supported – Vancouver or Washington

    • Available on all device platforms supported by Workspace ONE UEM and Workspace ONE Assist

      • Performing Workspace ONE UEM device actions requires a UEM license and UEM enrollment of the device

      • Starting a Workspace ONE Assist session on the device requires an Assist license and registration to the Assist server

    • Third-party recommended, but not mandatory – Service Graph Connector for Workspace ONE UEM

Resolved Issues

  • We haven’t identified any notable known issues in this release. If you’re facing any problems, feel free to reach out to our support team.

Known Issues

  • We are always working to improve the Workspace ONE ITSM Connector for ServiceNow with every release. There are no known issues to report.

Workspace ONE ITSM Connector - 4.5.0

  • New Features
  • Minimum Requirements
  • Resolved Issues
  • Known Issues

New Features

  • Introduced workflows and scripts.

We've added the ability for a Service Desk Engineer to run Freestyle Orchestrator workflows and Workspace ONE UEM scripts on Windows and macOS devices from within ServiceNow Incidents. The new Workflow feature is found in an incident on the Workspace ONE UEM tab > Additional Details > Workflows.

  • Added Search by Serial Number.

Enhanced the ITSM Connector by providing a Search by Serial Number option for cases where the Configuration Item information in ServiceNow is not populated correctly to have the Serial Number for devices. To use the search feature, configure Workspace ONE Device Search in Application Details.

  • Removed the dependency on Incident Status.

We enhanced the ITSM Connector by removing the dependency on the status of the ticket.

  • Removed Notes if the device is not found.

We removed the ability to add Notes to the incident when a device is not found in Workspace ONE UEM.

Minimum Requirements

  • The following are the Minimum Requirements for Workspace ONE ITSM Connector.

    • Workspace ONE UEM – 2107 or later

    • ServiceNow releases supported – Tokyo, Utah, or Vancouver

    • Available on all device platforms supported by Workspace ONE UEM and Workspace ONE Assist

      • Performing Workspace ONE UEM device actions requires a UEM license and UEM enrollment of the device

      • Starting a Workspace ONE Assist session on the device requires an Assist license and registration to the Assist server

    • Third-party recommended, but not mandatory – Service Graph Connector for Workspace ONE UEM

Resolved Issues

  • We haven’t identified any notable known issues in this release. If you’re facing any problems, feel free to reach out to our support team.

Known Issues

  • We are always working to improve the Workspace ONE ITSM Connector for ServiceNow with every release. There are no known issues to report.

Workspace ONE ITSM Connector - 4.0.0

  • New Features
  • Minimum Requirements
  • Resolved Issues
  • Known Issues

New Features

  • Introduced Workspace ONE Experience.

Empower your service desk administrators with device health and an experience score along with the contributing factors. Also, information such as boot time, application performance, application hang time, and more is available.

  • Added new service desk administrator actions in the Workspace ONE UEM Device Actions drop-down menu.

Administrators can now delete a device from Workspace ONE UEM and clear passcodes.

  • Now, service desk administrators can manage tags by tagging and removing the tag from devices in Workspace ONE UEM to support various IT workflows and for categorization of the devices.

Note: Workspace ONE UEM 2310 is required for this feature.

Minimum Requirements

  • The following are the Minimum Requirements for Workspace ONE ITSM Connector.

    • Workspace ONE UEM – 2107 or later

    • ServiceNow releases supported – Tokyo, Utah, or Vancouver

    • Available on all device platforms supported by Workspace ONE UEM and Workspace ONE Assist

      • Performing Workspace ONE UEM device actions requires a UEM license and UEM enrollment of the device

      • Starting a Workspace ONE Assist session on the device requires an Assist license and registration to the Assist server

    • Third-party recommended, but not mandatory – Service Graph Connector for Workspace ONE UEM

Resolved Issues

  • We haven’t identified any notable known issues in this release. If you’re facing any problems, feel free to reach out to our support team.

Known Issues

  • We are always working to improve the Workspace ONE ITSM Connector for ServiceNow with every release. There are no known issues to report.

Download Instructions

  • Download and install the Workspace ONE ITSM Connector for ServiceNow from the ServiceNow Store.

  • Install the Workspace ONE ITSM Connector.

  • Complete the Guided Setup to configure the connector.

Note: While not mandatory, it is highly recommended that the Service Graph connector for Workspace ONE UEM is installed prior to installing the ITSM connector. The Service Graph connector ensures that all Workspace ONE UEM devices and their details are available in ServiceNow.

Localized Content for Omnissa Docs

For details on Omnissa's localization strategy, see the article Announcing Omnissa Localization Support.

Support Contact Information

To receive support, either submit a ticket via the My Workspace ONE portal or call your local support line.

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