Document Management Services

Activate the Document Management plugin.

You can activate the Multi Provider Document Services Framework plugin (com.snc.multiprovider_documents) for Document Services if you have the admin role. If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:

Include documents in activity streams to include and track updates on attached documents to any record.

Add a single or multiple reviewers to the document approval and review rule for document review.

Add a single or multiple approvers to the document approval and review rule for document approval.

Add a template document to a document list that groups document templates for creating and linking to a parent record.

Approve or reject a document version after the review process is complete.

Approve or reject a document version request directly from your email.

Use the file picker to add documents from the documents repository, external cloud storage providers, or your local desktop to records.

Attach documents from an external cloud like Microsoft OneDrive, Microsoft SharePoint, or Google Drive to Document Management.

Enable personal authentication for Google Drive for Multi Provider Document Services Framework.

Enable personal authentication for Microsoft OneDrive for Multi Provider Document Services Framework.

After Managed Documents parameters have been set by the administrator, documents can be created, requested, checked out, edited, checked in, copied, and, if necessary, rolled back to an earlier version.

The Knowledge Document plugin extends the Managed Documents plugin by providing the functionality for managed documents to be published to the Knowledge Base.

Use the ServiceNow Managed Documents application to control electronic documents within your instance.

During the review process, the reviewer approves or rejects the document. Sometimes a document will have multiple reviewers.

Document version comparison enables you to view differences between two versions of a document, highlighting changes such as added, removed, or modified content.

Include document actions in an activity stream to view and track updates to attached documents in a record.

Improve signing traffic management by assigning a custom domain for CAC/PIV digital signatures by setting an optional system property to override the default glide.servlet.uri setting.

Integrate the ServiceNow instance and Microsoft OneDrive for Document Services by creating a custom OAuth application in Document Services to authenticate ServiceNow requests.

Configure permission for roles and groups for multi provider documents.

Configure and enable personal authentication for Microsoft OneDrive and Google Drive accounts in Multi Provider Document Services Framework.

Configure system properties to enable access to files and folders from external content providers like Microsoft OneDrive V3.1 and Google Drive V3.1 when using the sn-document-explorer-connected component in Document Management with Personal authentication.

Create a document approval revision rule for the document review and approval process.

Group document templates in a list to enable all the template documents in the list to automatically be created and linked to the target record when the list is referenced.

Link document references to any record directly from the References list. You can easily see all documents linked to tables and target records.

Create a document version for each document.

Create document actions for multi provider documents.

Set up a document template for PDF using a Common Access Card (CAC) or Personal Identification Verification (PIV) card. Set up certificates to automate and simplify the process of filling, reviewing, and signing a document online.

You can create and reference documents on a target table record through the DocumentListService API.

Add documents to a parent record so they are available for downloading, sharing, or viewing directly from the record.

Create document records and include default versions for the documents.

Create provider details for multi provider documents.

Create provider permissions for multi provider documents.

Manually mask sensitive content or data from your PDF documents and attachments. Data redaction is available in configurable workspaces.

Delete documents in the document repository.

Delete documents directly from a parent record.

Remove and unlink a document reference from a document record.

Delete a shared link to remove existing user access to the document.

Use digital signatures to make the document signing experience seamless and to eliminate manual intervention by using your Personal Identity Verification (PIV) or Common Access Card (CAC) smart card.

Disable Document Viewer at the instance level to disable it or at table level to disable it for specific tables within the instance.

Documents can be linked to records referred to as "parent records." You can create a document version and reference it through a parent record. You can also view, edit, download, or delete document references in the parent record.

The Document Management applications allows management of large numbers of documents efficiently. With the Document Management application, you can create, share, upload, track, and manage documents throughout the life-cycle of the workflow.

Lists are a collection of template documents you can use to create documents that are linked to other target records. Only users with the admin role can access lists.

With the ServiceNow Document Management plugin (com.snc.platform_document_management), you can create documents, manage large numbers of documents efficiently, and track each version. The plugin is independent, with no dependencies on existing plugins and has been built on the existing sys_attachment framework.

References are used for linking a document record to other records, which can be any other table or record on the platform.

In the Document Management application, you can create, view, update, share documents in the document repository. When new documents are created, they’re placed into a record with metadata such as name, description, type, and so on. The record contains all the versions of the document so you can track and update the documents.

With Document Viewer, you can view documents directly in the ServiceNow Platform rather than having to download them. Two new plugins enhance the experience and provide more options for document viewing. You can collaborate with other people, copy, delete, restore, and view version history directly in a ServiceNow instance.

Document access permissions for users and groups provide you with security for your documents.

Set sharing permissions on external cloud files using document configuration.

Document Management is installed with these roles.

With Document Management in workspaces you can organize documents into folders, manage document versions, control sharing permissions, and attach files from multiple sources to any ticket or record. The Documents component appears in the side panel of workspace record views and provides a centralized location for managing documents associated with a specific record.

In the ServiceNow Document Management application, documents display as versions in the record. You view these versions as a related list within the document record. A document can have many versions.

A reviewer approves or rejects the document. A document can have multiple reviewers. During the approval process, the approver approves or rejects the document. A document goes through the approval process after the review process. A document is published after the review and approval process.

Document Services provides a broad range of services related to document management, creation, maintenance, and conversion, and integrating with third parties such as Microsoft SharePoint.

Document Viewer enables you to view documents directly in the ServiceNow AI Platform rather than having to download them.

Domain separation is supported for Document Management. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.

Domain separation is unsupported in Managed Documents. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.

Download documents related to a parent record directly from the record.

Download an attached document version based on the selected default version.

Enable the com.snc.document.conversion.accessibility_enabled system property to enable accessibility features for DOCX to PDF conversion. If the DOCX files have accessibility support, then accessibility support is retained in the Document Viewer while viewing the files.

Add the Documents related list to the record to be able to link and view documents related to the record.

Enable Document Viewer to view documents directly rather than download them to view them in their native applications.

With the ServiceNow Document Management application, you can manage large numbers of documents efficiently. Easily upload, retrieve, share and delete documents.

Add versions, store, copy, delete, restore, and upload documents by integrating document providers with your ServiceNow instance.

Export an individual record or list of records into a PDF format that supports accessibility. When this feature is enabled, accessibility tags are available in the PDF tag tree to help users who rely on-screen readers to navigate, understand, and interact with the generated PDF documents.

Use Google Drive to manage and sync your documents, and get version actions on documents directly in your ServiceNow instance. You can also collaborate on documents and manage attachments hosted within Google Drive.

Integrate the Document Services with Google Drive.Also reuse this short description in the release notes.

Granular admin roles enable organizations to assign specific administrative permissions based on functional responsibilities, replacing broad admin access with targeted role assignments. Use the new admin roles to grant users administrative capability without using the admin role.

Static and dynamic guardrails are safeguards that help maintain stability during PDF generation. Static guardrails enforce fixed limits like maximum PDF size, while dynamic guardrails monitor real-time memory usage and terminate exports when memory pressure exceeds a defined threshold.

You can install the Document Template integration with Digital Signatures using Smart Cards application (com.sn.dt-digital-signature-smart-card-integration) if you have the admin role.If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:

Several types of components are installed with activation of the Document Management plugin, including tables and user roles.

Several types of components are installed with activation of the Multi Provider Document Services Framework plugin, including tables and user roles.

Integrate Microsoft OneDrive, Microsoft SharePoint, and Google Drive with Document Services.

Integrate Document Management with external cloud providers for editing, sharing, and collaborating over documents for Core UI.

Link documents that are in your repository to a parent record.

Link the document record to other records in any other table or record.

Manage document versions from external cloud directly in the record within the workspace.

Manage folders and documents from the Documents component to download, rename, manage permissions, track versions, add reviewers and approvers directly in the record within the workspace.

Modify the document shared link access to make the link inactive or change the expiration date.

Enable your team to collaborate in real time and add versions, store, copy, delete, restore, and upload documents by integrating document providers with your ServiceNow instance.

Multi Provider Document Services Framework Framework is installed with these roles.

Use Microsoft OneDrive to copy, delete, restore, and get version actions on documents directly in your ServiceNow instance.

Integrate the Document Services Framework with Microsoft OneDrive. Also reuse this short description in the release notes.

PDF generation settings support accessibility features such as accessibility tags for screen readers, customizable export formats, and image retrieval timeouts for optimized HTML to PDF conversion.

Personal authentication enables individual users to authenticate with their personal accounts within ServiceNow using a secure connection between the user's identity and their corresponding Microsoft OneDrive or Google Drive account, allowing users to access, view, and manage their personal files directly from ServiceNow.

Specify the method that will be used to identify and validate the user who has signed the PDF using the com.snc.pdfsigning.validation.method property.

Publish a document revision that has been approved.

During the approval process, the approver approves or rejects the document. A document goes through the approval process after the review process.

To define a new approval rule, navigate to Managed Documents Administration Approval Rules and click New.

To define a new audience, navigate to Managed Documents Administration Audience and click New.

Define a new classification on the Classification form.

Before using the Managed Documents application, the user with the document_management_admin role needs to set the parameters that define the kinds of documents to be managed through the application. Managed Documents provides both base and custom parameter options.

In the base system, all managed documents use the Managed Documents workflow after the Active check box is selected.

Name components define the document values used in the name format.

The name format automatically generates a name for a document revision by arranging name components in a standard code to match naming conventions.

These elements are installed with the Knowledge Document plugin.

The following concepts explain Managed Documents: Managed Document, Document Collection, Document Revisions, and Document Parameters.

Managed Documents is a lightweight, ITIL-based solution for creating and managing electronic documents within your instance.

This page describes the applications and modules, database table structure, scripts, and roles.

Redact sensitive data from PDF documents by either searching keywords or selecting text.

The following sections describe the installed components and roles for Document Management, along with domain separation and supported browser information.

Use the information generated during Microsoft OneDrive account configuration to register Microsoft OneDrive as an OAuth provider and allow the instance to request OAuth 2.0 tokens.

Review the digitally signed PDF document to either approve or reject it.

Add a single or multiple reviewers and approvers for the document approval and review.

Send a document version for review and approval before publishing the document.

Integrate a ServiceNow instance and Google Drive spoke for Google Drive by using Google Drive credentials to authenticate ServiceNow requests.

As a Writer or Owner, assign access to user groups based on your access permissions.

As a Writer or Owner, assign access and permissions based on user roles.

As a Writer or Owner assign access to a document based on the user criteria permissions.

Assign Reader, Writer or Owner permissions to users to enable them to read, download, update, or delete documents.

Create and control document sharing based on classification for shared links with public access.

Use the PDF document template to initiate digital signing, review, and generate a filled PDF document using a Common Access Card (CAC) or Personal Identification Verification (PIV) card.

Download document versions from an external cloud to Document Management.

Change the document state to Cancelled when no more changes will be made to the document.

After making changes to a document, check the revised document into Managed Documents.

Check in the document after you revise it so other users can check out the document.

Documents in the Managed Documents application can only be revised by one user at a time. Check out the document to revise it.

After a document is added to a managed document record, check the file out to make changes. Checking documents in and out keeps a record of document changes and ensures that only one person at a time is editing the document.

A document can be duplicated at any time. This is useful if you have an existing document that you want to use as a base for a new document.

A document collection is a set of individual documents. After documents have been uploaded into Managed Documents, organize the documents by grouping them into collections.

Configure the properties and policies for a managed document.

Once an administrator has set parameters for the Managed Documents application, you can create or request new documents.

To change the document state to Inactive, deactivate the document. This is useful when changes to a document have been put on hold. An inactive document can be reopened at any time.

Enabling electronic signatures for approval. Electronic signatures are helpful if you must obtain a digital signature for compliance or auditing purposes.

The Managed Documents plugin is available for activation by users with the admin role.

After the document is reviewed and approved, publish the document within Managed Documents.

Publish a document revision that has been approved.

A document that has been deactivated can be reopened.

A document can be rolled back to an earlier revision at any time. Before rolling back to an earlier revision, ensure that the document is not checked out and that you have Editor or Owner permissions for the document.

When a document is ready, send it out for review and approval. If a reviewer or approver is not identified in the document record, the document is moved directly to the publishing stage.

You can specify approvers for a document record after you save it.

Submit a document draft for review.

Upload a document into a saved record. You can upload text files, spreadsheets, presentations, PDF files, and more.

After creating a document record, add the document to the record as an attachment.

Manage a document and access the latest version of the document from an article by linking the document to a Knowledge article.

Remove and unlink documents from a parent record when they are no longer relevant.

Upload documents from Document Management to an external cloud like Microsoft OneDrive, Microsoft SharePoint, or Google Drive.

Upload a document version for each document in the parent record.

Upload document versions Document Management to an external cloud.

Create provider details, document actions, provider permissions and configure permission.

Use Document Management to easily upload, retrive, share, publish, and delete documents.

View documents within the platform using Document Viewer rather than having to download them to your own file system.