Now LLM Service deprecation notice

Starting with the September 2026 release, Gemma 4 joins our growing portfolio of open-weight models available through Now LLM Service. We're committed to bringing you the latest industry advancements while maintaining sovereignty-focused options, all hosted and governed by ServiceNow with the infrastructure and data protections you rely on today. Older models will remain available for existing published AI skills, agents, and agentic workflows, but will no longer be available for new development or configuration. For details, see the KB3066214: ServiceNow Otto Model Upgrades article in the Now Support Knowledge Base.

Traceloop Warehouse HTTPS connection removed

The base system Traceloop Warehouse HTTPS connection (sn_ai_security.Traceloop_API alias) is removed. If you're upgrading and use Traceloop-based external AI metrics, create a new HTTPS connection under that alias and re-create your credential with connection URL https://api.traceloop.com.

Now LLM Service deprecation notice

Starting with the September 2026 release, Gemma 4 joins our growing portfolio of open-weight models available through Now LLM Service. We're committed to bringing you the latest industry advancements while maintaining sovereignty-focused options, all hosted and governed by ServiceNow with the infrastructure and data protections you rely on today. Older models will remain available for existing published AI skills, agents, and agentic workflows, but will no longer be available for new development or configuration. For details, see the KB3066214: ServiceNow Otto Model Upgrades article in the Now Support Knowledge Base.

Starting with the Australia release, Guided Setup is being prepared for future deprecation. It will be hidden and no longer activated on new instances but will continue to be supported. For details, see the Deprecation Process [KB0867184] article in the Now Support Knowledge Base.

AI Search Profile dashboard

The Searchable Documents and Documents by Search Source visualizations have been removed. These visualizations depended on scheduled jobs and legacy dashboard tables which are no longer available.

Static FAQ Content

Static FAQ content has been removed from the landing page and consolidated into the new dedicated Help page for a streamlined user experience.

Clone requests via lists and forms (legacy)

Clone requests via lists and forms (legacy) are no longer supported. The page redirects to the new request page after 30 seconds.

The Multisource Report Builder has been removed. Use CMDB 360 in CMDB Workspace or in Service Graph Workspace to generate reports for multisource data. For more information, see CMDB 360.

Auto create enhancement from primary epic system property

The sn_dpr_workspace.auto_create_product_enhancement_for_primary_epic property is removed. Use sn_dpr_workspace.enhancement_work_item_types instead.

For July store release, the sub-category RC 4834 — Late Presentment has been removed.

Starting with the Zurich release, Document Intelligence is being prepared for future deprecation. It will be hidden and no longer activated on new instances but will continue to be supported. For details, see the Deprecation Process article [KB0867184] in the Now Support Knowledge Base. Instead, you can extract information from documents using the Now Assist in Document Intelligence application. For more information, see Now Assist in Document Intelligence (Legacy).

Now LLM Service

Gemma 4 joins our growing portfolio of open-weight models available through Now LLM Service. The latest industry advancements are available alongside sovereignty-focused options. All models are hosted and governed by ServiceNow with the same infrastructure and data protections. Older models will remain available for existing published AI skills, agents, and agentic workflows, but will no longer be available for new development or configuration. For details, see the KB3066214: ServiceNow Otto Model Upgrades article in the Now Support Knowledge Base.

Enterprise model and asset import templates

Enterprise model and asset import templates that were previously generated from Enterprise Asset Management staging tables have been replaced with seeded import templates.

Now LLM Service deprecation notice

Starting with the September 2026 release, Gemma 4 joins our growing portfolio of open-weight models available through Now LLM Service. We're committed to bringing you the latest industry advancements while maintaining sovereignty-focused options, all hosted and governed by ServiceNow with the infrastructure and data protections you rely on today. Older models will remain available for existing published AI skills, agents, and agentic workflows, but will no longer be available for new development or configuration. For details, see the KB3066214: ServiceNow Otto Model Upgrades article in the Now Support Knowledge Base.

The now.assist.creator role is no longer a required role to use generative AI features with Now Assist.

Deprecated sn_itsm_mcp_server.requester.escalate tool

The sn_itsm_mcp_server.requester.escalate tool is turned off by default. Use sn_itsm_mcp_server.incident.modify with the escalate and escalation_reason inputs instead.

On-demand value report and Value potential accelerators have been removed.

Template schedule type for schedule plans

Removed. You can no longer create a schedule plan from a schedule template, and the Schedule type and Schedule fields are removed from the Schedule plan form. Use a custom schedule instead, which can also be shift-based.

Now LLM Service deprecation notice

Starting with the September 2026 release, Gemma 4 joins our growing portfolio of open-weight models available through Now LLM Service. We're committed to bringing you the latest industry advancements while maintaining sovereignty-focused options, all hosted and governed by ServiceNow with the infrastructure and data protections you rely on today. Older models will remain available for existing published AI skills, agents, and agentic workflows, but will no longer be available for new development or configuration. For details, see the KB3066214: ServiceNow Otto Model Upgrades article in the Now Support Knowledge Base.

Legacy Application Manager is being deprecated as of Australia patch 1. Bookmarks to Legacy Application Manager redirect to the new Application Manager experience.

Starting with the Australia release, the legacy user interfaces commonly referred to as UI11 and UI15 are deprecated. These legacy UIs no longer receive enhancements, defect fixes, and will no longer be supported. Certain system features may continue to display through legacy rendering paths (for example, printer‑friendly views) and will be addressed case by case as part of ongoing platform improvements. Use the Next Experience for a modern, accessible, unified interface. For information activating Next Experience see Considerations for activating Next Experience.

Starting with the Australia release, Operational Technology Discovery is being prepared for future deprecation. It will be hidden and no longer available for installation but will continue to be supported. For more information, see the Deprecation Process [KB0867184] article in the Now Support Knowledge Base.

The now.assist.creator role is no longer a required role to generate a playbook or playbook recommendation when using Now Assist.

Starting with the September 2026 release, Gemma 4 joins our growing portfolio of open-weight models available through Now LLM Service. We're committed to bringing you the latest industry advancements while maintaining sovereignty-focused options, all hosted and governed by ServiceNow with the infrastructure and data protections you rely on today. Older models will remain available for existing published AI skills, agents, and agentic workflows, but will no longer be available for new development or configuration. For details, see the KB3066214: ServiceNow Otto Model Upgrades article in the Now Support Knowledge Base.

You no longer require the now.assist.creator role to access Now Assist features in the Creator Pro Plus package. However, you must enable the relevant Process Mining skill, which serves as the necessary prerequisite. Additionally, you should have appropriate access to the project.

Automation Discovery is deprecated. It will be hidden and no longer installed on new instances but will continue to be supported in the Australia release.

The pricing engine parallel execution properties, sn_csm_pricing.enable_pricing_engine_parallel_execution and sn_csm_pricing.pricing_engine_parallelism_lines_threshold,have been removed from Pricing Management to support automatic addition of derived pricing lines and calculation of pricing rollups.

Service Graph Connector Integration for Claroty CTD

Starting with the Australia release, the Service Graph Connector Integration for Claroty CTD application is being prepared for future deprecation. It will be hidden and no longer available for installation but will continue to be supported. For more information, see the Deprecation Process [KB0867184] article in the Now Support Knowledge Base.

Starting with the Australia release, the legacy user interfaces commonly referred to as UI11 and UI15 are deprecated. These legacy UIs no longer receive enhancements or defect fixes, and will no longer be supported. Certain system features might continue to display through legacy rendering paths (for example, printer‑friendly views) and will be addressed case by case as part of ongoing platform improvements. Use the Next Experience for a modern, accessible, unified interface. For information about activating the Next Experience UI, see Considerations for activating Next Experience.

Now LLM Service

Starting with the September 2026 release, Gemma 4 joins our growing portfolio of open-weight models available through Now LLM Service. We're committed to bringing you the latest industry advancements while maintaining sovereignty-focused options, all hosted and governed by ServiceNow with the infrastructure and data protections you rely on today. Older models will remain available for existing published AI skills, agents, and agentic workflows, but will no longer be available for new development or configuration. For details, see the KB3066214: ServiceNow Otto Model Upgrades article in the Now Support Knowledge Base.

Spoke generation has been removed from ServiceNow Otto for Creator. See the ServiceNow Store website for additional information.

Large language models on the ServiceNow AI Platform®

Starting with the September 2026 release, Gemma 4 joins our growing portfolio of open-weight models available through Now LLM Service. We're committed to bringing you the latest industry advancements while maintaining sovereignty-focused options, all hosted and governed by ServiceNow with the infrastructure and data protections you rely on today. Older models will remain available for existing published AI skills, agents, and agentic workflows, but will no longer be available for new development or configuration. For details, see the KB3066214: ServiceNow Otto Model Upgrades article in the Now Support Knowledge Base.

The Ask AI button has been removed from the Model Manager.

Now LLM Service

Starting with the September 2026 release, Gemma 4 joins our growing portfolio of open-weight models available through Now LLM Service. We're committed to bringing you the latest industry advancements while maintaining sovereignty-focused options, all hosted and governed by ServiceNow with the infrastructure and data protections you rely on today. Older models will remain available for existing published AI skills, agents, and agentic workflows, but will no longer be available for new development or configuration. For details, see the KB3066214: ServiceNow Otto Model Upgrades article in the Now Support Knowledge Base.

Starting with the September 2026 release, Gemma 4 joins our growing portfolio of open-weight models available through Now LLM Service. We're committed to bringing you the latest industry advancements while maintaining sovereignty-focused options, all hosted and governed by ServiceNow with the infrastructure and data protections you rely on today. Older models will remain available for existing published AI skills, agents, and agentic workflows, but will no longer be available for new development or configuration. For details, see the KB3066214: ServiceNow Otto Model Upgrades article in the Now Support Knowledge Base.

Usage Insights in Xanadu

Usage Insights is no longer supported in the Xanadu release. Upgrade to Yokohama, Zurich, or Australia to continue using Usage Insights.

Agentic support page

The Agentic support page has been deprecated for ServiceNow Otto for Virtual Agent and ServiceNow Otto panel - Platform. There is no loss of functionality previously provided by the Agentic support page. By default, all existing assistants operate in agentic mode. The Prioritize AI agents during skills discovery option is available when configuring additional chat features.

Authentication Program field

The Authentication Program field is removed from these spoke actions, per Visa IES 26.2. There is no replacement for this field.

• Look up Transaction Details Response Parser
• Look up Transaction Details from Case Response Parser
• Look up All Transaction Details Response Parser

Vulnerability Response Integration with Claroty CTD

Starting with the Australia release, the Vulnerability Response Integration with Claroty CTD application is being prepared for future deprecation. It will be hidden and no longer available for installation but will continue to be supported. For more information, see the Deprecation Process [KB0867184] article in the Now Support Knowledge Base.

Starting with the September 2026 release, Gemma 4 joins our growing portfolio of open-weight models available through Now LLM Service. We're committed to bringing you the latest industry advancements while maintaining sovereignty-focused options, all hosted and governed by ServiceNow with the infrastructure and data protections you rely on today. Older models will remain available for existing published AI skills, agents, and agentic workflows, but will no longer be available for new development or configuration. For details, see the KB3066214: ServiceNow Otto Model Upgrades article in the Now Support Knowledge Base.

The Ask AI button was removed from the Model Manager.