Updates
Starting with the 'Cheetah' release, the use of b+s Connects for ServiceNow with Cisco Webex Contact Centers is deprecated.
Instead, please use the 'Cisco Webex Contact Center' integration from Cisco for new deployments.
b+s Connects for ServiceNow is actively developed and maintained. To ensure that your system receives the latest security patches and benefits from the latest features, we strongly recommend that you always use the latest version.
We understand that changes to a productive system are always risky and we take great care to minimize the risk of unwanted problems. Therefore we would like to emphasize that we follow the Semantic Versioning principle. This means:
- Patch versions only contain security and bug fixes.
- Minor versions only contain new features, security and bug fixes. New features are available to the agents immediately after installation, or can be enabled via configuration. Existing functions can be used exactly as before the update, so that nothing changes in the workflow for agents or supervisors.
- Major versions include new features, security and bug fixes and breaking changes. Manual intervention during the upgrade is required.
As described in the Overview section, the b+s Connects for ServiceNow solution consists of two components.
Updating b+s Connects for Cisco Contact Center Package (store release)
The ServiceNow hosted part is an official store application and is updateable like every other ServiceNow store application.
An e-mail will be sent to the contact person on file as soon as a new version is available.
Updating b+s Connects WxCC Gadget (gadget)
This part of b+s Connects is made available over a CDN and updates automatically. Bug fixes and new features will be released on a regular cadence of around two weeks. Be aware that new features will usually be disabled if the store release component has not yet been updated to the relevant version. All versions of the same major release will be supported.
In order to see what major version the gadget is using, check the Gadget Path under System Configuration.
Here it is also possible to change the channel and version.
Example: https://connects.bucher-suter.com/snow_wxcc/v5/stable/index.html
Channel
b+s encourages customers to actively participate in the development process. In order to simplify the collaboration, three release channels per major version exist:
| Channel | Description |
|---|---|
| stable | Contains the latest production ready build based on the given < Version >. |
| preview | Contains features which are fully tested, but still under active development based on the given < Version >. This channel is meant for users who want to get early access to new features. |
| dev | The DEV channel is not 100% stable and mainly used by the development team. |
b+s recommends using the preview version on test instances. Production instances have to use the stable channel. If no issues are reported on a preview release, b+s deploys that exact version to the stable channel. This process occurs every 2 weeks.
Version
The Version parameter in the URL specifies the major version of the gadget to use. This is updated automatically and shouldn't be changed manually.
The concept and format is similar to versioning a REST API.
| Parameter | Semantic Version |
|---|---|
| v1 | 1.x.x |
| v2 | 2.x.x |
| vN | N.x.x |