Information Request Playbook release notes

  • Release version: Store
  • Updated June 11, 2026
  • 2 minutes to read
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    Summary of Information Request Playbook Release Notes

    The Information Request Playbook is a ServiceNow application designed to automate and streamline public records requests. It guides government workers to handle requests efficiently and consistently while providing constituents with a clear way to request and track public records. The playbook has seen continuous improvements since its initial release in May 2023, enhancing usability, security, accessibility, and internationalization.

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    Key Features and Updates

    • Automation and Case Management: The playbook automates the public records request process, ensuring government agencies can fulfill requests with consistency and speed.
    • Document Management Enhancements: Improvements such as the ability to search, preview, and link documents from similar cases directly within the playbook, without navigation away from the case, enhance user efficiency.
    • Security and Compliance: Updates introduce granular, role-based access controls and enhanced security measures including Query Range ACLs to meet stringent project requirements and country-specific regulations (e.g., Australia security standards).
    • Accessibility Improvements: Application labels have been updated to comply with ARIA accessibility requirements, supporting users with disabilities.
    • Localization Support: Added translations enable the application to support multiple languages, facilitating international use.
    • Document Redaction: Case agents can redact sensitive information directly within cases, improving data privacy and compliance.
    • Reliability Fixes: Resolved issues related to portal submissions and app visibility post-GenAI setup, ensuring smooth user experience and playbook execution.

    Practical Benefits for ServiceNow Customers

    • Government organizations can automate and standardize public records requests, reducing manual effort and errors.
    • Improved security controls protect sensitive data and ensure compliance with legal and regional requirements.
    • Enhanced user experience through streamlined document handling and accessible interfaces supports diverse user groups.
    • Localization enables deployment in multiple regions with minimal customization effort.
    • Ongoing updates and fixes ensure the playbook remains reliable and aligned with evolving compliance and functional needs.

    Version history for the Information Request Playbook on the ServiceNow Store.

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

    Version history

    Version 2.12.0 - June 2026
    • This release have the following features implemented:
      • 1. Added translations to support localization and internationalization
      • 2. Added enhanced security to achieve Project Greenlight such as Query Range ACLs
    Version 2.11.5 - April 2026
    • Fixed:
      • The Public Sector Digital Services apps appear correctly after performing a GenAI setup in Zurich Patch 7 release. (PRB2005659)
      • Submitting an Information Request case through the portal no longer returns "Request not found", and the agent remains responsive and completes the "Send for Requester Approval" activity. (PRB1963312)
    Version 2.11.0 - March 2026
    This release introduces updates to align the app with Australia security requirements by adopting granular, role‑based access controls.
    Version 2.0.0 - February 2025
    Changed: Updated application labels to support accessible rich internet applications (ARIA) accessibility requirements.
    Version 1.5.0 - November 2024
    Changed: Updated application labels to support accessible rich internet applications (ARIA) accessibility requirements.
    Version 1.4.1 - August 2024
    New: Document redaction capabilities - case agents can now redact sensitive content, data, or entire paragraphs of information from directly within the Information Request playbook.
    Version 1.3.0 - February 2024
    • Changed:
      • Updated the process automation designer (PAD) definition activities so they no longer use manual flow data record updates in the review for exemptions, estimated fees, and legal review playbook activities.
      • Promoted the Fee Waiver and Fee Waiver Justification attributes from the Information Request entity to the Government Base Case entity.
    Version 1.2.2 - November 2023
    Changed: The "Similar Documents" activity is updated to enable users to look up documents from similar cases, preview multiple sets of documents at one time, and link or unlink documents to or from the case from one modal, without having to leave the playbook.
    Version 1.1.1 - August 2023
    New: The Similar Documents activity is updated to allow users to look up documents from similar cases, preview multiple sets of documents at once, and link or unlink documents to/from the case in a single window, without having to leave the playbook.
    Version 1.0.5 - July 2023
    • Fixed
      • Information Request Playbook's trigger license record was added to avoid canceling playbook execution.
      • Guided decisions tree was recreated using the new Guided Decisions builder.
    Version 1.0.2 - May 2023

    Implement the new Information Request Playbook to automate requests for public records, guide government workers to fulfill public records requests quickly and consistently, and streamline the process for constituents to request public records and track the status of their requests.