AI Admin Hub

Upgrade information

If you customized actions on the user interface or other items that are associated with ServiceNow Otto skills, confirm that your customized code is updated with the new skill releases. Otherwise, certain functions might not work as expected.

If you run into issues when you're upgrading a ServiceNow Otto product, see the Issues and mitigation for Now Assist (generative AI) Applications and Plugin updates [KB1637452] article in the Now Support Knowledge Base. Log in to view the article.

The Australia release introduces enhanced protections for read‑only fields across the ServiceNow AI Platform. These changes include a new read_only_option field with granular control levels, including strict_read_only and client_script_modifiable. The changes occur in the back end and maintain backward‑compatible behavior. This update helps strengthen instance security while preserving flexibility. If you have custom client scripts that modify read‑only fields using g_form.setValue() or g_form.clearValue(), refer to the KB2718122 article in the Now Support Knowledge Base to identify affected fields and adjust the settings.

The existing access control lists (ACLs) have been updated to replace the admin role with purpose-driven granular roles within scripts or security attributes. As part of this update, the getRoles() API is replaced with the hasRole() API for authorization purposes. Additionally, all references to the admin role in the code have been substituted with the granular roles for authorization use cases. For more information, see Granular admin roles.

AI Control Tower

Upgrade information

For details on upgrading to the redesigned AI Control Tower experience, see the AI Control Tower Migration [KB3144679] article in Now Support.

AI Desktop Actions

Upgrade information

Upgrade the currently installed AI Desktop Actions Software Installers (MSIs) by downloading and installing the newer version of the application. Make sure to close the current execution and close the desktop app before staring the installation for upgrade. For more information, see Download installer.

Advanced Approval Management

Upgrade information

The default value for the Rule order field in a chain is now 10. If you have rule orders in chains configured with different order values, review and update them as needed to align with the new default.

Assign the approval_request_submitter role to requesters who submit approval requests only and don't have access to the full advanced approval workflow functionality and interface. Users with this role can't recall recall or update approval requests. For more information, see Components installed with Advanced Approval Management for Sales.

Application Manager

Upgrade information

Application Manager is active by default on instances on the Australia release. Upgrade your instance to Australia patch 4 or later to use the latest features. For information about upgrading your ServiceNow AI Platform instance, see Prepare your upgrade.

Application Vulnerability Response

Upgrade information

• If you are currently using Application Vulnerability Response, and you do not intend to upgrade to Unified Security Exposure Management (USEM), install a version below v30.x of Application Vulnerability Response and for upgrades to supported third-party integration applications.
• For information about the new features of Vulnerability Response, see the Vulnerability Response release notes.
• For more information about the released versions of the Application Vulnerability Response application as well as the third-party and ServiceNow applications that are compatible with the Australia release, see the Vulnerability Response Compatibility Matrix and Release Schema Changes [KB0856498] article in the Now Support Knowledge Base.

Starting with Australia Patch 5, Now Assist for Vulnerability Response is being prepared for future deprecation. It will be hidden and no longer installed on new instances but will continue to be supported. For details, see the Deprecation Process [KB0867184] article in the Now Support Knowledge Base.

ServiceNow Otto® is the new AI experience brand. This change is reflected in the name of ServiceNow products, including the Now Assist for Vulnerability Response product name, which will be replaced with ServiceNow Otto for Unified Security Exposure Management. Your product entitlements remain unchanged. Check your entitlements to determine your access to specific features.

Asset Audit Response

Upgrade information

The Australia release introduces enhanced protections for read‑only fields across the ServiceNow AI Platform®. These changes include a new “read_only_option” field with granular control levels, including “strict_read_only” and “client_script_modifiable". The changes occur in the back end and maintain backward‑compatible behavior. This update helps strengthen your instance security while preserving the flexibility you need. Refer to KB2718122 for additional technical details on how to identify affected fields and adjust their settings. For more information about granular read-only security options, see Configuring read-only security options.

Automated Test Framework

Upgrade information

Copy and customize quick start tests provided by the ServiceNow AI Platform® to validate that your instance works after you make any configuration changes. For example, if you apply an upgrade or develop an application.

The tests can produce a pass result only when you run them on a base system without any customizations. They also require the default demo data that is provided with the application or feature plugin. To apply a quick start test to your instance-specific data, copy the quick start test and add your custom data. For more information, see Available quick start tests by application or feature.

Care Team Operations for Biomed

Upgrade information

The Australia release introduces enhanced protections for read‑only fields across the ServiceNow AI Platform®. These changes include a new “read_only_option” field with granular control levels, including “strict_read_only” and “client_script_modifiable". The changes occur in the back end and maintain backward‑compatible behavior. This update helps strengthen your instance security while preserving the flexibility you need. Refer to KB2718122 for additional technical details on how to identify affected fields and adjust their settings. For more information about granular read-only security options, see Configuring read-only security options.

If you have the feature administrator role, you can now complete tasks that were initially reserved for users with the broader administrator role.

Care Team Operations for Environmental Services

Upgrade information

The Australia release introduces enhanced protections for read‑only fields across the ServiceNow AI Platform®. These changes include a new “read_only_option” field with granular control levels, including “strict_read_only” and “client_script_modifiable". The changes occur in the back end and maintain backward‑compatible behavior. This update helps strengthen your instance security while preserving the flexibility you need. Refer to KB2718122 for additional technical details on how to identify affected fields and adjust their settings. For more information about granular read-only security options, see Configuring read-only security options.

If you have the feature administrator role you can now complete tasks that were initially reserved for users with the broader administrator role.

Care Team Operations for Facilities

Upgrade information

The Australia release introduces enhanced protections for read‑only fields across the ServiceNow AI Platform®. These changes include a new “read_only_option” field with granular control levels, including “strict_read_only” and “client_script_modifiable". The changes occur in the back end and maintain backward‑compatible behavior. This update helps strengthen your instance security while preserving the flexibility you need. Refer to KB2718122 for additional technical details on how to identify affected fields and adjust their settings. For more information about granular read-only security options, see Configuring read-only security options.

If you have the feature administrator role you can now complete tasks that were initially reserved for users with the broader administrator role.

Care Team Operations for Healthcare IT

Upgrade information

The Australia release introduces enhanced protections for read‑only fields across the ServiceNow AI Platform®. These changes include a new “read_only_option” field with granular control levels, including “strict_read_only” and “client_script_modifiable". The changes occur in the back end and maintain backward‑compatible behavior. This update helps strengthen your instance security while preserving the flexibility you need. Refer to KB2718122 for additional technical details on how to identify affected fields and adjust their settings. For more information about granular read-only security options, see Configuring read-only security options.

If you have the feature administrator role you can now complete tasks that were initially reserved for users with the broader administrator role.

Change Management

Upgrade information

The ITSM Enhanced Security Features plugin (com.snc.itsm.enhanced_security) is now activated automatically when you upgrade to the Australia release. Previously, the plugin was activated only on new instances. Activating the plugin adds "deny unless authenticated" access control list (ACL) rules to several IT Service Management tables.

To revert to the pre-upgrade behavior, contact ServiceNow Support for a list of ACLs to deactivate on specific tables. As a last resort, Support can run a script that deactivates all the new ACLs.

Cloud Cost Management

Upgrade information

The Cloud Cost Management platform support is available beginning with the Xanadu release. For instructions on upgrading Cloud Cost Management to Australia, see Upgrade Cloud Cost Management.

Configuration Compliance

Upgrade information

If you're currently using Configuration Compliance, and you don't intend to upgrade to Unified Security Exposure Management (USEM), install a version previous v30.x of Configuration Compliance and for upgrades to supported third-party integration applications.

Starting with Australia Patch 5, Now Assist for Vulnerability Response is being prepared for future deprecation. It will be hidden and no longer installed on new instances but will continue to be supported. For details, see the Deprecation Process [KB0867184] article in the Now Support Knowledge Base.

ServiceNow Otto® is the new AI experience brand. This change is reflected in the name of ServiceNow products, including the Now Assist for Vulnerability Response product name, which will be replaced with ServiceNow Otto for Unified Security Exposure Management. Your product entitlements remain unchanged. Check your entitlements to determine your access to specific features.

The Missing Assets [sn_vul_wiz_missing_asset] table used for storing assets imported by the backfill integrations for the Vulnerability Response Integration with Wiz is deprecated. If you're currently using the Vulnerability Response with Wiz integrations, after updating to version 1.1, backdate any of your existing Wiz primary integrations by three days and run them. See more information about the Wiz integration at SecOps articles on the Security Operations Community.

For more information about the released versions of the Vulnerability Response application and the third party and ServiceNow applications that are compatible with the Australia release, see the Vulnerability Response Compatibility Matrix and Release Schema Changes [KB0856498] article in the Now Support Knowledge Base.

Configuration Management Database (CMDB)

Upgrade information

Due to changes in the Configuration Item [cmdb_ci] table, if you're upgrading to Australia, you might experience an increased upgrade time. To learn more about this change and reducing its impact, see the Increased Australia Upgrade Time due to cmdb_ci composite index addition [KB2588894] article in the Now Support Knowledge Base.

If you're upgrading from Xanadu or Yokohama directly to the Australia release, you must run the Remove CMDB Roles from ITIL roles and Add CUD access to sn_cmdb_admin/sn_cmdb_editor roles scheduled job to correctly configure some user roles, such as CMDB Admin and CMDB Editor. For more information about this scheduled job and its use, see the CMDB Zurich release notes.

The Australia release introduces enhanced protections for read‑only fields across the ServiceNow AI Platform®. These changes include a new “read_only_option” field with granular control levels, including “strict_read_only” and “client_script_modifiable". The changes occur in the back end and maintain backward‑compatible behavior. This update helps strengthen your instance security while preserving the flexibility you need. Refer to KB2718122 for additional technical details on how to identify affected fields and adjust their settings. For more information about granular read-only security options, see Configuring read-only security options.

Container Vulnerability Response

Upgrade information

Starting with Australia Patch 5, Now Assist for Vulnerability Response is being prepared for future deprecation. It will be hidden and no longer installed on new instances but will continue to be supported. For details, see the Deprecation Process [KB0867184] article in the Now Support Knowledge Base.

ServiceNow Otto® is the new AI experience brand. This change is reflected in the name of ServiceNow products, including the Now Assist for Vulnerability Response product name, which will be replaced with ServiceNow Otto for Unified Security Exposure Management. Your product entitlements remain unchanged. Check your entitlements to determine your access to specific features.

Enhancements to Container Vulnerability Response permit you to see enriched container vulnerability data on data imports from your third-party scanners. After you upgrade, perform a full import to view the features on discovered container image, container image finding, and container vulnerable item records that are described in the following New in the Australia release section.

If you're currently using Container Vulnerability Response, and you do not intend to upgrade to Unified Security Exposure Management (USEM), install a version below v30.x of Container Vulnerability Response and for upgrades to supported third-party integration applications.

For more information about the released versions of the Container Vulnerability Response application as well as the third-party and ServiceNow applications that are compatible with the Australia release, see the Vulnerability Response Compatibility Matrix and Release Schema Changes [KB0856498] article in the Now Support Knowledge Base.

Contract Management Pro

Upgrade information

No upgrade actions are required for this release.

Core Business Suite

Upgrade information

• The Australia release introduces enhanced protections for read‑only fields across the ServiceNow AI Platform®. These changes include a new “read_only_option” field with granular control levels, including “strict_read_only” and “client_script_modifiable". The changes occur in the back end and maintain backward‑compatible behavior. This update helps strengthen your instance security while preserving the flexibility you need. Refer to KB2718122 for additional technical details on how to identify affected fields and adjust their settings. For more information about granular read-only security options, see Configuring read-only security options.
• The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:

  • Foundation: AI basics to deliver insights
  • Advanced: AI to boost productivity across relevant use cases
  • Prime: Act autonomously with all AI assets, and create your own

  For more information, see ServiceNow product tiers.
• ServiceNow Otto introduced AI on the platform. As that experience has evolved, there's a new name for the experience. ServiceNow Otto® is the conversational AI platform integrated into ServiceNow workflows. It provides agentic capabilities, supports multimodal interactions across web, mobile, and messaging channels, and enables autonomous orchestration for cross-system workflows.

Customer Engagement Sequences

Upgrade information

If you configured sequences with the Schedule call activity on a release before Zurich, the activity is now labeled Schedule call - Deprecated in the activity picker in Workflow Studio. Existing sequences continue to work, but the Call icon doesn't appear on the Callback number field on the Sequence Steps page during runtime. To enable the click-to-call capability, update the Customer Engagement Sequences application to use the new Schedule call activity.

Dispute Rules Content Pack for Mastercard

Upgrade information

The Australia release adds new data fields to the Authorization and Financial Transaction tables to support the new eligibility rules. The transactionAmountLocal field already exists in the Financial Transaction table but is being extended to the Financial Transaction Authorization table in this release. No other pre-existing fields are affected. After upgrading, confirm that the new fields are available and populated on your instance.

Employee Center Pro

Upgrade information

The Australia release introduces enhanced protections for read‑only fields across the ServiceNow AI Platform®. These changes include a new “read_only_option” field with granular control levels, including “strict_read_only” and “client_script_modifiable". The changes occur in the back end and maintain backward‑compatible behavior. This update helps strengthen your instance security while preserving the flexibility you need. Refer to KB2718122 for additional technical details on how to identify affected fields and adjust their settings. For more information about granular read-only security options, see Configuring read-only security options.

Employee Center

Upgrade information

The Australia release introduces enhanced protections for read‑only fields across the ServiceNow AI Platform®. These changes include a new “read_only_option” field with granular control levels, including “strict_read_only” and “client_script_modifiable". The changes occur in the back end and maintain backward‑compatible behavior. This update helps strengthen your instance security while preserving the flexibility you need. Refer to KB2718122 for additional technical details on how to identify affected fields and adjust their settings. For more information about granular read-only security options, see Configuring read-only security options.

Employee Slate

Upgrade information

Employee Slate requires Zurich Patch 9 or later and an AI assistant (Moveworks or Now Assist).

Flows, subflows, and actions

Upgrade information

An earlier version of the save as you go feature was released and withdrawn from the Washington DC release. If you're upgrading from the Washington DC release, you might have manually turned off the save as you go features by setting a system property. To restore the save as you go features, see Restore save as you go functionality.

The Australia release introduces enhanced protections for read‑only fields across the ServiceNow AI Platform®. These changes include a new “read_only_option” field with granular control levels, including “strict_read_only” and “client_script_modifiable". The changes occur in the back end and maintain backward‑compatible behavior. This update helps strengthen your instance security while preserving the flexibility you need. Refer to KB2718122 for additional technical details on how to identify affected fields and adjust their settings. For more information about granular read-only security options, see Configuring read-only security options.

Generative AI Controller

Upgrade information

Generative AI Controller is installed or updated when you install or update a Now Assist application. If you have issues installing or updating applications, see this knowledge article or open a support case.

Hardware Asset Management

Upgrade information

• To enhance security and manage admin access precisely, the granular admin roles are now installed. These roles replace broad admin checks by assigning specific privileges based on user tasks, rather than granting full admin access:
  • sn_hamp.ham_system_admin: Provides access to HAM licensing, HAM Guided Setup, HAM application properties and system properties, and a few tables.
  • sn_hamp.ham_asn_admin: Provides access to the Advanced Shipment Notification (ASN) feature.
  • asset_integration_admin: Provides access to Standard hardware Zero touch request and carrier integration features, and shipment tables.
  • asset_system_admin: Provides access to asset job log, content audit, transfer order, expense management, and model management.
  • asset_task_admin: Provides access to asset tasks.
  • procurement_system_admin: Provides access to procurement module, tables, and tasks.
  • contract_system_admin: Provides access to contract module, tables, and tasks.
  • asset_licensing_admin: Provides access to the ITAM licensing module.
  • asset_recommendation_admin: Provides access to recommendation actions.
• The Australia release introduces enhanced protections for read‑only fields across the ServiceNow AI Platform®. These changes include a new “read_only_option” field with granular control levels, including “strict_read_only” and “client_script_modifiable". The changes occur in the back end and maintain backward‑compatible behavior. This update helps strengthen your instance security while preserving the flexibility you need. Refer to KB2718122 for additional technical details on how to identify affected fields and adjust their settings. For more information about granular read-only security options, see Configuring read-only security options.
• A new system property, sn_itam_restrict_asset_read, introduced in Australia Patch 5, controls read access to the Asset [alm_asset] table and its child tables for users with only the snc_internal role. When set to true, these users can only read asset records assigned to them or where they are referenced in fields such as Reserved for, Managed by, or Owned by. Users with any additional role retain full read access. By default, this property is set to false.

Healthcare Operations Core

Upgrade information

The Australia release introduces enhanced protections for read‑only fields across the ServiceNow AI Platform®. These changes include a new “read_only_option” field with granular control levels, including “strict_read_only” and “client_script_modifiable". The changes occur in the back end and maintain backward‑compatible behavior. This update helps strengthen your instance security while preserving the flexibility you need. Refer to KB2718122 for additional technical details on how to identify affected fields and adjust their settings. For more information about granular read-only security options, see Configuring read-only security options.

If you have the feature administrator role you can now complete tasks that were initially reserved for users with the broader administrator role.

Healthcare and Life Sciences Service Management Core

Upgrade information

The Australia release introduces enhanced protections for read‑only fields across the ServiceNow AI Platform®. These changes include a new “read_only_option” field with granular control levels, including “strict_read_only” and “client_script_modifiable". The changes occur in the back end and maintain backward‑compatible behavior. This update helps strengthen your instance security while preserving the flexibility you need. Refer to KB2718122 for additional technical details on how to identify affected fields and adjust their settings. For more information about granular read-only security options, see Configuring read-only security options.

If you have the feature administrator role you can now complete tasks that were initially reserved for users with the broader administrator role.

Impact

Upgrade information

The Impact Store Application configuration requires a sequence of tasks in a unified registration process. See Configuring Impact.

Instance Data Replication

Upgrade information

Log rotation is automatically enabled for the Replication Payload Error [idr_replication_payload_error] table after the upgrade. By default, the log rotation schedule is composed of seven shards, with five days for each shard. All log entries in this table that are created before the upgrade are automatically truncated.

Key Management

Upgrade information

• In pre-Zurich releases, the GlideEncrypter API used the three-key Triple Data Encryption Standard (3DES) encryption standard, which NIST 800-131A Rev 2 has recommended against using after 2023. The following changes are taking place in the Australia release in preparation for a full deprecation of GlideEncrypter/3DES in the future:
  • New Australia instances can’t use GlideEncrypter. All base system scripts have been changed to use alternative encryption processes.
  • if you’re upgrading your Australia instances, you can still GlideEncrypter, which has been updated to use AES256-GCM encryption via the Key Management Framework.
  • Learn more about 3DES deprecation in KB1704481.

Live Connect

Upgrade information

ServiceNow provided customers with a free SOAP-based ODBC client. If you have an active RaptorDB Professional entitlement, you can migrate to the REST-based Live Connect client by completing the required configuration on both the server and client sides. For more information, see Configure.

MID Server

Upgrade information

For the latest MID Server system requirements, see MID Server system requirements. The minimum JRE version supported is 17.0.10 and the recommended version is 21.0.7.

If you have installed your own JRE, the upgrade process takes the following actions to verify that the MID Server uses a supported JRE:

• If a MID Server is using an unsupported version of the JRE when it upgrades, the upgrade process displays a warning message with the minimum and recommended JRE version.
• If a supported JRE is running on the MID Server host, the upgraded MID Server uses that version.

All MID Server host machines require access to the download site at install.service-now.com to enable auto-upgrades. For additional details, read how the system manages MID Server upgrades.

Only one Windows MID Server service is permitted according to the executable path. Upgraded Windows MID Servers that have multiple services pointing to the same installation folder can’t start. See MID Server fails to start for more information.

For more information about MID Server upgrades, see the following topics:

• MID Server pre-upgrade check: Describes how the AutoUpgrade monitor tests the ability of the MID Server to upgrade on your system before the actual upgrade.
• Upgrade the MID Server manually: Describes how to upgrade your MID Servers manually.

Now Assist for Employee Center Pro

Upgrade information

Now Assist for Employee Center Pro only provides employee or requester conversations and might require other Now Assist products to deliver AI agents or other related features.

Operational Resilience

Upgrade information

Beginning with Operational Resilience release 22.0.x, the following scheduled jobs are deactivated for new installations by default:

• Calculate red flags for CSDM and dependencies
• Update CSDM and other dependencies

For existing installations, these jobs retain their current active or inactive state.

Operational Sustainability Management (formerly Environmental, Social, and Governance)

Upgrade information

To use campaigns, activate the following system properties:

• sn_esg.metric_campaign: Enables campaigns on the Operational Sustainability Management workspace.
• sn_esg.campaign_bulk_action_enabled: Enables bulk submission, approval, and rejection for campaigns.
• sn_esg.metric_approval: Sets the approval mode for campaigns. Set the value to Simple for a single data owner and approver, or Advanced for multi-level approval chains.

Performance Analyzer

Upgrade information

Starting with the Zurich release, Performance Analyzer is available on your instance automatically. For access to Performance Analyzer for earlier instances, install Performance Analyzer from the ServiceNow® Store.

Platform Analytics experience

Upgrade information

When upgrading, all Core UI reports and dashboards are identified as such in the library under the UI version column. Users can edit these legacy artifacts in the Report Builder and Dashboard Builder applications.

Note:

Users who have not migrated their instances to Platform Analytics experience have the option to create dashboards and data visualizations in either Core UI or Next Experience. Next Experience is recommended.

All Core UI public reports are unpublished after upgrading. Report administrators can make these reports available to logged-in users.

After upgrading, the Analytics Hub isn't available. Links to the Analytics Hub are redirected to KPI Details.

Playbook

Upgrade information

After you upgrade to Australia, update the Workflow Studio application in the ServiceNow Store.

Product Catalog Management and Pricing Management

Upgrade information

Pricing Management provides a default pricing plan that includes changes to support pricing strategies introduced in this release. If you've been using a custom pricing plan from an earlier release, after upgrading to a new version of Pricing Management, the default pricing plan is in a Retired state. Determine whether you want to publish the default pricing plan for use or customize it.

If you've been using AI Search for product catalog in a previous release, after upgrading to Product Catalog Management Core v.19.0.0 or higher, republish the stop word dictionary, search profiles, and index tables used by AI Search. To republish, run the Scheduled job to publish stop words dictionary, search profiles and index tables. Republishing includes the changes for multilingual support of product catalog entities introduced in the v.19.0.0 release.

Public Sector Digital Services

Upgrade information

After the upgrade, certain public sector menus and menu items in CRM Workspace revert to their original CSM label names. You can relabel these items for public sector use by updating the labels for the Customer, Accounts, and Service Organizations UX list category records. For more details on relabeling, navigate to All > Constituent Service > Administration > Guided Setup, and select Configurable Workspace for Public Sector Digital Services > Customize Workspace Labels Manually.

Customers who have not opted into new third-party LLM models may be silently routed to them during skill execution. If the new model is not provisioned or available in the customer's environment, this will result in skill execution failures. Check the models your skills are using in the AI Admin Hub console.

RPA Hub

Upgrade information

Upgrade any of these currently installed Microsoft Software Installers (MSIs) by downloading the RPA applications:

• RPA Desktop Design Studio
• Attended Robot
• Unattended Robot
• Unattended Robot Login Agent

For more information, see Download the RPA applications from RPA Hub.

The following upgrade information is applicable only when you’re upgrading from San Diego or Tokyo to Australia.

Based on the number of records in the application file table, you may experience a delay while upgrading the RPA Hub applications from Tokyo or earlier releases to Australia.

Before upgrading RPA Hub to Australia, you must set the value of the glide.rollback.blacklist.TableParentChange.change system property to false. If this property doesn't exist in the System Property [sys_properties] table, add the property and set its value to false. For more information on how to add a property, see Add a system property.

After you upgrade to Australia, the bot process definitions change to the new structure, which is the bot process configuration.

Although the bot process configuration doesn't replace the bot process completely, most fields are moved from the bot process to the bot process configuration. If you upgrade to Australia without updating the system property value, the tables don’t extend the Application File [sys_metadata] table. To update the table changes manually, see the Restructuring RPA Hub tables to sys_metadata in Utah and beyond release [KB1223629] article in the Now Support Knowledge Base.

ReleaseOps

Upgrade information

If you have customized the ReleaseOps sample playbooks, the runbook task playbook activity will not automatically populate when you upgrade to Australia.

Service Exchange (formerly Service Bridge)

Upgrade information

Important:

Do not upgrade your ServiceNow® instance to the Australia release if you rely on Service Exchange. A known RPS issue prevents Service Exchange from functioning correctly. Proceed with the upgrade only after Australia Patch 1 becomes available.

• Service Exchange version 2.x.x, which was first released with the Xanadu release, doesn’t support migration of Service Exchange (Legacy) versions.

  Service Exchange (Legacy) version: Before you upgrade to the Australia release, consult the Service Exchange for Providers (Legacy) - Migration Utility [KB1499823] article in the Now Support Knowledge Base to find out how to migrate your configuration data.

• Service Exchange version 1.x.x: When upgrading, consult the Upgrade Guide - Service Exchange for Providers and Consumers application (v2.x.x release) [KB1700387] article in the Now Support Knowledge Base to find out how to migrate your Service Exchange applications.
• Service Exchange version 2.x.x: New entitlements that require the latest compatibility version cannot be activated until both consumers and providers upgrade to Service Exchange version 2.x.x. New entitlements configured with a lower compatibility version can be activated. Older active entitlements continue to work but new ones can’t be activated.
• When using Service Exchange for Providers and Service Exchange for Consumers in a single instance, you must upgrade both applications simultaneously to the same version to maintain compatibility. If the versions diverge, a scan check will report version mismatches and the Health Dashboard will show a version mismatch issue. After upgrading, run and validate the post‑upgrade scan suite to identify and resolve any post‑upgrade issues.
• If you have upgraded to Service Exchange version 2.0.55 before upgrading the platform to the Australia release and your instance has Sales Customer Relationship Management version 1.0.4 installed, the new Deny ACLs aren't installed. After upgrading to the Australia release, select Repair to reinstall the Service Exchange application to ensure Deny ACLs are installed.
• If you're upgrading Service Exchange to version 2.3.x, migrate the OAuth grant type on all existing connections from authorization code to client credentials to avoid a "User Not Authenticated" error. Complete this migration on both the provider and consumer instances after the upgrade and before using the connection. For details, see KB2944968.
• When you install the Service Exchange application, the Service Exchange Global script include is automatically installed or updated on the following platform versions:
  • Yokohama
  • Zurich
  • Australia

ServiceNow AI Platform core feature

Upgrade information

The dynamic schema application framework was revised in the Zurich release. If you implemented dynamic schema in the Xanadu or Yokohama releases, the application is automatically migrated to a new framework as part of the upgrade to releases starting with the Zurich release. For details on the migration and steps you might need to perform, see the Dynamic Schema Zurich Migration Guide [KB2146133] article in the Now Support Knowledge Base.

The Australia release introduces enhanced protections for read‑only fields across the ServiceNow AI Platform®. These changes include a new “read_only_option” field with granular control levels, including “strict_read_only” and “client_script_modifiable". The changes occur in the back end and maintain backward‑compatible behavior. This update helps strengthen your instance security while preserving the flexibility you need. Refer to KB2718122 for additional technical details on how to identify affected fields and adjust their settings. For more information about granular read-only security options, see Configuring read-only security options.

ServiceNow IDE

Upgrade information

ServiceNow IDE version 3.2.3 is active by default on instances on the Australia release. Update to ServiceNow IDE version 4.0 or later to use the latest features. For information about updating ServiceNow IDE, see Install or update the ServiceNow IDE.

ServiceNow Otto for Configuration Management Database (CMDB)

Upgrade information

To enable Now Assist to provide detailed descriptions of CIs and classes, you must activate the 'External Content Connectors' plugin, install the ‘ServiceNow Product Documentation’ connector, and then crawl the product documentation. For configuration instructions, see Configure the CI form contextual help skill.

ServiceNow Otto for Creator

Upgrade information

Australia Early Availability

• To upgrade the Build Agent application, upgrade the ServiceNow Otto for Creator application (sn_now_creator), which includes the Build Agent Pro plugin (sn_build_agent_pro). To upgrade the Build Agent (Trial) app, upgrade the sn_build_agent plugin.

ServiceNow Otto for IT Service Management (ITSM)

Upgrade information

To use the Knowledge Article Advanced Editor page in the generate a knowledge article skill, you must activate the knowledge content recommendation skill. Follow these steps to activate the skill.

1. Go to Admin > Now Assist admin.
2. Select Now Assist Skills.
3. Select Platform.
4. Select Knowledge.
5. Make sure the knowledge content recommendation skill is active.

The incident assist agentic workflow is active by default and includes all the capabilities of the [DEPRECATED] incident assist skill, with enhancements. When you upgrade to Australia Patch 1, if you have the [DEPRECATED] incident assist skill activated, consider deactivating it to avoid redundancy. For more information, see Incident assist skill.

Starting with the Australia Patch 2, the Incident assist skill has been deprecated, moved to the Archive section, and is no longer available for use.

ServiceNow Otto for Software Asset Management (SAM)

Upgrade information

TBD.

ServiceNow SDK

Upgrade information

To upgrade to the latest version of the ServiceNow SDK globally or within an application, see Upgrade the ServiceNow SDK.

ServiceNow SDK version 4.4 supports integration with ServiceNow instances beginning with the Washington DC release.

On Windows systems, after upgrading to ServiceNow SDK version 4.3 or later, existing stored credentials aren’t supported due to the deprecation of Keytar. Users on Windows systems must add their user credentials again using the now-sdk auth --add command to authenticate with instances. For more information, see Authenticate.

Important:

For minor releases of the ServiceNow SDK, see the ServiceNow SDK release notes on GitHub.

ServiceNow Studio

Upgrade information

ServiceNow Studio no longer has to be downloaded from the ServiceNow Store. It’s available on the ServiceNow AI Platform by default.

ServiceNow Vault

Upgrade information

ServiceNow Vault is a bundle of the following products:

• ServiceNow Vault
• Data Discovery
• Data Privacy
• Zero Trust Access
• Field Encryption
• Code Signing
• Log Export Service (LES)

Note:

Field Encryption, Data Discovery, and Data Privacy can be automatically installed using Vault Console.

Source-to-Pay Operations Integrations

Upgrade information

Important:

Due to a performance issue identified with the upgrade fix script, the sourcing fix script has been modified. This script will no longer execute automatically during the upgrade process. Instead, it is now delivered as an on-demand job. Administrators must manually execute this job outside of business hours after the upgrade is complete.

Subscription Management

Upgrade information

Subscription Management version 6.1 is active by default on instances of the Australia release. For more information about updating Subscription Management, see Update an app or plugin.

Third-party Risk Management

Upgrade information

If you're a VRM user upgrading to TPRM and upgrading to Australia from an earlier release, you must run each upgrade sequentially to ensure that fix scripts run correctly. For example, you must upgrade from Xanadu to Yokohama, Yokohama to Zurich, and so on. If the scripts don't run in the correct order, you can get data inconsistencies, broken functionalities, and conflicts.

After upgrading to version 21.0.x, you can enable the Smart Assessment Engine (SAE) by setting the Smart Assessment Engine enabled (sn_vdr_risk_asmt.sae_enabled) property. After setting this property, Smart Assessment Engine (SAE) is set to the default assessment engine and replaces the legacy experience. The transition is irreversible.

Warning:

Set this property in your non-production instances and conduct thorough testing before changing your production instances. Failure to do so can result in unexpected issues.

For more information on upgrading from VRM to TPRM and the differences between the Smart and Classic Assessment engines, see Third-party Risk Management upgrade information.

For existing TPRM customers, after upgrading to version 21.0.3, data from the Industry column in the Company [core_company] table is automatically migrated to the tprm_industry column. Migration can take several hours depending on the number of records in the Company [core_company] table. After migration, a system log message confirms that the migration is complete. Review the Company [core_company] table content. Update any customizations that reference the Industry field to use tprm_industry. After verifying the migration and updating customizations, you can drop the Industry column.

After upgrading to version 22.3.3, the grc_business_user and grc_reader roles are no longer directly inherited by TPRM roles. During upgrade, most users are automatically migrated to new feature‑specific roles. Users with custom role combinations may not be migrated automatically and require manual review before the grace period ends.

UI Builder

Upgrade information

Saving section for later.

Unified Security Exposure Management (USEM)

Upgrade information

Starting with Australia Patch 5, Now Assist for Vulnerability Response is being prepared for future deprecation. It will be hidden and no longer installed on new instances but will continue to be supported. For details, see the Deprecation Process [KB0867184] article in the Now Support Knowledge Base.

ServiceNow Otto® is the new AI experience brand. This change is reflected in the name of ServiceNow products, including the Now Assist for Vulnerability Response product name, which will be replaced with ServiceNow Otto for Unified Security Exposure Management. Your product entitlements remain unchanged. Check your entitlements to determine your access to specific features.

To access the new AI native experience in the Unified Security Exposure Management (USEM) workspace, you must upgrade to the Australia release.

ServiceNow product tiers

The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:

• Foundation: AI basics to deliver insights
• Advanced: AI to boost productivity across relevant use cases
• Prime: Act autonomously with all AI assets, and create your own

Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

Unified Security Exposure Management is available to all customers who are entitled to Vulnerability Response. Migrating to USEM is a major upgrade that introduces a unified architecture for improved performance, scalability, and streamlined workflows. Before upgrading, leverage the Migration assistant for Unified Security Exposure Management that is available as an update set. See the Migration Guidance to Unified Security Exposure Management [KB2556844] Knowledge Base article for more information. This tool provides a guided experience for plugin installation, data mapping, rule migration, and post-migration validation, reducing risk and manual effort. Ensure that all integrations and workflows are reviewed for compatibility before initiating migration. For more information, see Migrating to USEM and Migrate to USEM.

Vulnerability Response

Upgrade information

Starting with Australia Patch 5, Now Assist for Vulnerability Response is being prepared for future deprecation. It will be hidden and no longer installed on new instances but will continue to be supported. For details, see the Deprecation Process [KB0867184] article in the Now Support Knowledge Base.

ServiceNow Otto® is the new AI experience brand. This change is reflected in the name of ServiceNow products, including the Now Assist for Vulnerability Response product name, which will be replaced with ServiceNow Otto for Unified Security Exposure Management. Your product entitlements remain unchanged. Check your entitlements to determine your access to specific features.

If you're currently using Vulnerability Response, and you do not intend to upgrade to Unified Security Exposure Management (USEM), install a version below v30.x of Vulnerability Response and for upgrades to supported third-party integration applications.

For more information about the released versions of the Vulnerability Response application as well as the third-party and ServiceNow applications that are compatible with the Australia release, see the Vulnerability Response Compatibility Matrix and Release Schema Changes [KB0856498] article in the Now Support Knowledge Base

Starting with the Australia release, the Patch update and Collection fields on patch deployment records for the Microsoft SCCM and HCL BigFix Patch Orchestration integrations are deprecated in favor of new multi-value Patch updates and Collections fields, which support deploying more than one patch to more than one collection or computer group in a single deployment. Existing values in the deprecated fields are automatically migrated to the new fields during the upgrade. The deprecated fields remain on the form but are no longer used to create new deployments.

AI Control Tower

Upgrade information

For details on upgrading to the redesigned AI Control Tower experience, see the AI Control Tower Migration [KB3144679] article in Now Support.

AI Desktop Actions

Upgrade information

Upgrade the currently installed AI Desktop Actions Software Installers (MSIs) by downloading and installing the newer version of the application. Make sure to close the current execution and close the desktop app before staring the installation for upgrade. For more information, see Download installer.

AI Risk and Compliance

Upgrade information

If you're upgrading from an earlier release, upgrade sequentially through each release rather than skipping versions. Upgrade scripts depend on running in order, and skipping releases can cause data inconsistencies or broken functionality.

Warning:

If AI Risk and Compliance, EA Workspace, and AI Control Tower Core are upgraded out of sync, business application associations may be lost or unavailable. For more information, see Enterprise Architecture for AICT plugin installation and upgrade considerations and Configure.

Accounts Payable Operations

Upgrade information

If you're an APO user upgrading from a previous release and want to configure the case exclusion rules, copy the out-of-box flow Create Inquiry Case on Invoice email, customize it as needed, and activate it.

Change Management

Upgrade information

The ITSM Enhanced Security Features plugin (com.snc.itsm.enhanced_security) is now activated automatically when you upgrade to the Brazil release. Previously, the plugin was activated only on new instances. Activating the plugin adds "deny unless authenticated" access control list (ACL) rules to several IT Service Management tables.

To revert to the pre-upgrade behavior, contact ServiceNow Support for a list of ACLs to deactivate on specific tables. As a last resort, Support can run a script that deactivates all the new ACLs.

Cloud Cost Management

Upgrade information

• The Cloud Cost Management platform support is available beginning with the Xanadu release. For instructions on upgrading Cloud Cost Management to Brazil, see Upgrade Cloud Insights.
• After upgrading to the Brazil release, review and reassess any ACL roles you have customized or deleted to confirm they reflect your expected access settings.
• Starting with the Brazil release, the sn_change_write role for Insights admin (insights_admin) and Insights owner (insights_owner) has been replaced with the sn_change_read role.

Configuration Management Database (CMDB)

Upgrade information

Dynamic IRE is now enabled by default on zBooted instances, while on upgraded instances that are using Static IRE, you can switch into using Dynamic IRE. Key benefits from the new Dynamic IRE engine include CI identification using an improved dynamic process and automatic updates of IRE identification rules during ingestion of data payloads.

For more information, see Dynamic IRE.

Container Vulnerability Response

Upgrade information

ServiceNow Otto® is the new AI experience brand. This change is reflected in the name of ServiceNow products, including the Now Assist for Vulnerability Response product name, which will be replaced with ServiceNow Otto for Unified Security Exposure Management. Your product entitlements remain unchanged. Check your entitlements to determine your access to specific features.

Enhancements to Container Vulnerability Response permit you to see enriched container vulnerability data on data imports from your third-party scanners. After you upgrade, perform a full import to view the features on discovered container image, container image finding, and container vulnerable item records that are described in the following New in the Brazil release section.

If you're currently using Container Vulnerability Response, and you don't intend to upgrade to Unified Security Exposure Management (USEM), install a version below v30.x of Container Vulnerability Response and for upgrades to supported third-party integration applications.

For more information about the released versions of the Container Vulnerability Response application as well as the third-party and ServiceNow applications that are compatible with the Brazil release, see the Vulnerability Response Compatibility Matrix and Release Schema Changes [KB0856498] article in the Now Support Knowledge Base.

Core Business Suite

Upgrade information

• The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:

  • Foundation: AI basics to deliver insights
  • Advanced: AI to boost productivity across relevant use cases
  • Prime: Act autonomously with all AI assets, and create your own

  For more information, see ServiceNow product tiers.
• ServiceNow Otto introduced AI on the platform. As that experience has evolved, there's a new name for the experience. ServiceNow Otto® is the conversational AI platform integrated into ServiceNow workflows. It provides agentic capabilities, supports multimodal interactions across web, mobile, and messaging channels, and enables autonomous orchestration for cross-system workflows.

Data Privacy and Discovery

Upgrade information

Before upgrading to this release, review the product documentation for any breaking changes or upgrade considerations specific to your current version. Test upgrades in a non-production instance first to ensure compatibility with your workflows and customizations.

Domain Separation

Upgrade information

Before upgrading to this release, review the product documentation for any breaking changes or upgrade considerations specific to your current version. Test upgrades in a non-production instance first to ensure compatibility with your domain policies and customizations. Domain separation policies may require validation or adjustment after upgrade to ensure continued enforcement.

Encryption

Important information for upgrading to Brazil

• If you're using scheduled upgrade to upgrade your Edge Encryption proxy from a pre-Brazil release to Brazil, you must meet the following requirements before you attempt the upgrade:
  • Upgrade the Java version to Java 21 or later.
  • Ensure you're on Zurich Patch 13 (ZP13) or Australia Patch 6 (AP6) or later. If you're on an earlier version, scheduled upgrade will not work.
• If you're using command-line upgrade, you must upgrade the Java version to Java 21 or later.
• Java 17 is required to install Edge Encryption on versions Yokohama through Australia. Prior to upgrading to Brazil, you must upgrade to Java 21. See Installing Edge Encryption for installation details.

Firewall Audits and Reporting

Upgrade information

Upgrade to the latest version through the ServiceNow Store. Review the release notes for each version before upgrading to understand new features and changes.

Flows, subflows, and actions

Upgrade information

The Brazil release introduces enhanced protections for read‑only fields across the ServiceNow AI Platform®. These changes include a new “read_only_option” field with granular control levels, including “strict_read_only” and “client_script_modifiable". The changes occur in the back end and maintain backward‑compatible behavior. This update helps strengthen your instance security while preserving the flexibility you need. Refer to KB2718122 for additional technical details on how to identify affected fields and adjust their settings. For more information about granular read-only security options, see Configuring read-only security options.

Hardware Asset Management

Upgrade information

• After upgrading to the Brazil release, review and reassess any ACL roles you have customized or deleted to confirm they reflect your expected access settings.
• A new system property, sn_itam_restrict_asset_read, controls read access to the Asset [alm_asset] table and its child tables for users with only the snc_internal role. For more information, see Asset and CI management.
• A new system property, sn_itam_enable_manufacturer_reference_filter, controls the Manufacturer field reference filter on model records for the Product Model [cmdb_model] table. When this property is set to true, only active manufacturers appear as options. Set this property to false to also include inactive manufacturers.

Impact

Upgrade information

Impact configuration requires a sequence of tasks in a unified registration process. See Configuring Impact.

Incident Management

Upgrade information

The ITSM Enhanced Security Features plugin (com.snc.itsm.enhanced_security) is now activated automatically when you upgrade to the Brazil release. Previously, the plugin was activated only on new instances. Activating the plugin adds "deny unless authenticated" access control list (ACL) rules to several IT Service Management tables.

To revert to the pre-upgrade behavior, contact ServiceNow Support for a list of ACLs to deactivate on specific tables. As a last resort, Support can run a script that deactivates all the new ACLs.

Kubernetes Visibility Agent (KVA)

Upgrade information

Upgrade to the latest version through the ServiceNow Store. After upgrading the application, update the Kubernetes Visibility Agent (KVA) deployment in your clusters to the corresponding version.

Operational Resilience

Upgrade information

If you're upgrading from an earlier release, upgrade sequentially through each release rather than skipping versions. Upgrade scripts depend on running in order, and skipping releases can cause data inconsistencies or broken functionality.

Platform Analytics experience

Upgrade information

Core UI dashboards and reports are visible from the Platform Analytics Dashboard and Data visualization libraries.

Playbooks

Upgrade information

After you upgrade to Brazil, update the Workflow Studio application in the ServiceNow® Store.

Pricing Management

Upgrade information

If you were using a custom pricing plan before upgrading to the v16.0.1 release, review the new default pricing plan, which is in a Retired state after the upgrade. Decide whether to publish the default plan as is or continue customizing your own plan.

Project Portfolio Management

Upgrade information

Users who already have Project Portfolio Management can upgrade to PPM Standard. New users must purchase PPM Standard. For more information, see Activate PPM Standard (Project Portfolio Management).

Public Sector Digital Services

After the upgrade, certain public sector menus and menu items in CRM Workspace revert to their original CSM label names. You can relabel these items for public sector use by updating the labels for the Customer, Accounts, and Service Organizations UX list category records. For more details on relabeling, navigate to All > Constituent Service > Administration > Guided Setup, and select Configurable Workspace for Public Sector Digital Services > Customize Workspace Labels Manually.

Customers who have not opted into new third-party LLM models may be silently routed to them during skill execution. If the new model is not provisioned or available in the customer's environment, this will result in skill execution failures. Check the models your skills are using in the AI Admin Hub console.

SPM Enterprise-Wide Deployment

Upgrade information

After upgrading to SPM Enterprise-Wide Deployment v1.0.5, the system administrators loose access to the partitioned-data that they don't have the respective partition role assigned. Set the sn_spm_ewd.allow_admin_access_to_all_partitions system property to true if system administrators must continue accessing all the partitioned-data even though they don't have the respective partition role. For details, see Configure administrator access to all partitions.

Self-service and omnichannel engagement for CSM

Upgrade information

Introduced dynamic resizing to the Active Call Interaction Control toolbar. Buttons adapt to container width at runtime while keyboard navigation and focus order remain consistent.

ServiceNow Otto for Virtual Agent

Upgrade information

You can upgrade ServiceNow Otto for Virtual Agent from the ServiceNow Store.

Third-party Risk Management

Upgrade information

If you're upgrading from an earlier release, upgrade sequentially through each release rather than skipping versions. Upgrade scripts depend on running in order, and skipping releases can cause data inconsistencies or broken functionality.

Enabling the sn_vdr_risk_asmt.sae_enabled property makes the Smart Assessment Engine (SAE) the default assessment engine and replaces the legacy experience.

Warning:

Enabling the sn_vdr_risk_asmt.sae_enabled property is irreversible. Set this property in a non-production instance and test thoroughly before enabling it in production.

Threat Intelligence Security Center

Upgrade information

• Changes to the automated correlation rules affect which relationships are created after upgrade. Relationships created under the previous rule logic are preserved and aren't modified.
• Creation of potential relationships stops once the potential relationship table reaches its configured volume threshold. Review the threshold configuration after upgrade if your instance ingests high-volume feeds.
• The Relate Indicators with Objects Based on Common Observables correlation rule is removed. Relationships it created previously are preserved.

AI Search

Xanadu:

Accounts Payable Operations

If you are upgrading from a previous release, you must configure the reference field in the Tax Code [sn_fin_tax_code] table. The exception engine validates the invoice using the tax code and raises exceptions if necessary.

Analytics, Intelligence, and Reporting

If you are upgrading, you can use the Platform Analytics Migration Center to take advantage of a single set of visualizations and unified filters for all data sources.

App Engine Studio

Due to a new process for assigning groups in App Engine Management Center (AEMC), ensure you have the same version of the Application Intake plugin installed on each of your instances.

Application Vulnerability Response

Assessments and Surveys

Update the Automated Test Framework (ATF) tests, if you're upgrading to Xanadu from any version prior to Utah. In the Utah release, all the buttons on the assessments or surveys cards have been removed. To run ATF tests successfully, the Click the Take Survey button step must be replaced with the Click the Survey card step for all tests that have this step.

Business Continuity Management

The relationship tables introduced in the plan records are generated by the Update BCP dependencies snapshot scheduled job. After upgrading to the Xanadu release, you can view these tables only after the scheduled job has run or by manually selecting the Update dependencies button.

Case management for CSM

The customer service manager role [sn_customerservice_manager] includes the approver user role [approver_user]. The approver user role replaces the approval admin role [approval_admin]. Users with the customer service manager role can approve the approval requests that are assigned to them.

Cloud Cost Management 8.0.0

On upgrading to Cloud Cost Management 8.0 version, the new Tag Category AI Service is available for Amazon Web Services (AWS), Microsoft Azure, and Google Cloud Platform (GCP) service providers. Because Cloud Cost Management executes the Billing Download job only from the current month onwards, the spend on AI services will be included only for the current month. If you want to view the billing details for the months prior to the current month, you must manually execute the Billing Download job. Once the Billing Download job is executed successfully, you can view the spend data of your AI services.

Configuration Management Database (CMDB)

Data Management

A data management policy record is automatically created for each table that is configured with an archive rule or a table cleaner rule prior to the upgrade.

Data Privacy

Licensing changes enable you to install Data Discovery, Data Discovery APIs, Data Anonymization, and Data Privacy APIs without an entitlement, but you must have an entitlement to run a job.

Decision tables in Workflow Studio

Workflow Studio is automatically installed on your instance. However, Workflow Studio is a ServiceNow Store application, so to get the latest features, you must update your version manually to the most recent version. As of Washington DC Patch 3, updating Workflow Studio automatically updates all its application dependencies such as Workflow Studio, playbook, and Decision Builder. You can no longer see or update the individual application dependencies of Workflow Studio from the ServiceNow Store or the list of plugins.

DevOps Change Velocity

If you are an upgrading customer, you must run the ReConfigure Bitbucket Server Repositories for PullRequest job to re-configure your existing Bitbucket Server or Bitbucket Data Center repositories so that pull request records can be imported. You can navigate to All > System Definition > Scheduled Jobs to search for this job and run it.

External Content Connectors

Beginning with version 2 of the External Content Connectors application, external content connectors implement semantic vector indexing for crawled items. When you upgrade to a version that supports semantic vector indexing, your existing connectors will reindex all previously retrieved items the next time they're visited by a crawl, even if those items' content is unchanged. To force semantic vector indexing of your external content items as soon as possible after upgrading, cancel any running crawls, then restart the canceled crawls manually.

Field Service Management

Effective March 1, 2025, Google has designated the Places API, Directions API, and Distance Matrix API as Legacy services. The newer versions of these services are Places API (New) and Routes API. You can’t enable or generate new API keys for these legacy services. However, you can continue using these services with the existing API keys. If you need to create a new Google API key after March 1, 2025, you must enable the new APIs from Google Console and upgrade to Xanadu Patch 9 version or higher to ensure compatibility.

Flows, subflows, and actions in Workflow Studio

After upgrading, users who previously had the fd_read_operations role will now see only basic execution details such as the run state and duration. This restriction prevents users with this role from seeing sensitive information in execution details. To provide read access to all execution details such as input configuration and runtime values, grant the user the new role fd_read_operations_all.

Goal Framework for SPM

After upgrading to Goal Framework for SPM v2.3.0, run the Migrate BreakdownInterval To Checkinfrequency scheduled job. This scheduled job migrates the existing values in the Review frequency and Breakdown interval fields to the Check-in frequency field in the target records. For more information on how these values are migrated for targets with different values, see Target breakdowns migration.

Hardware Asset Management 11.0.0

ITOM AIOps

Enhance your application service mapping by installing the App Service Extension app from the ServiceNow® Store.

ITOM Optimization

Enhance your application service mapping by installing the App Service Extension app from the ServiceNow® Store.

ITOM Visibility

For an improved Service Mapping experience, install Service Mapping Plus version 1.13.0 from the ServiceNow® Store.

Enhance your application service mapping by installing the App Service Extension app from the ServiceNow® Store.

Industrial Process Manager

MID Server

For the latest MID Server system requirements, see MID Server system requirements. The minimum JRE version supported is 11.0.9 and the recommended version is 11.0.16.1.

All MID Server host machines require access to the download site at install.service-now.com to enable auto-upgrades. For additional details, read how the system manages MID Server upgrades.

Only one Windows MID Server service is permitted according to executable path. Upgraded Windows MID Servers that have multiple services pointing to the same installation folder can’t start. See MID Server fails to start for more information.

Now Assist for Security Operations

For more information about required applications for ServiceNow Otto for Unified Security Exposure Management, see Supporting information for ServiceNow Otto for Unified Security Exposure Management. For more information about required applications for ServiceNow Otto for Security Incident Response (SIR), see Supporting information for ServiceNow Otto for Security Incident Response (SIR).

The AI Search application must be enabled so that the Recommended Actions skill works for security incidents. To verify AI Search is enabled on your instance, navigate to All > AI Search > AI Search Status. Contact support if the page indicates AI Search is not enabled.

Now Assist

If you customized UI actions or other items that are associated with Now Assist skills, confirm that your customized code is updated with the new skill releases. Otherwise, certain functions may not work as expected.

If you run into issues when you're upgrading a Now Assist product, see KB1637452: Issues and mitigation for Now Assist (Generative AI) Applications and Plugin updates. You may need to log in to view the article.

Order Management

Features introduced in the Xanadu release aren't supported in earlier releases of Order Management.

If you’re an upgrade customer who uses the contract start date and contract end date fields and has records, you can migrate those records to the latest data model by running the Migrate data from deprecated contract fields to new fields on Order and Order Lines scheduled job. This scheduled job must be manually executed by navigating to System Definitions > Scheduled Jobs. For more information on scheduled jobs, see Scheduled jobs.

Platform Analytics experience

New customers: The Platform Analytics experience is automatically available on the ServiceNow AI Platform. It offers an intuitive interface to help you better understand and utilize your data.

Upgrading customers: If you are currently using Core UI responsive dashboards, you will continue to have access without any disruption. Consider transitioning to the Platform Analytics experience to take full advantage of the new capabilities.

Playbooks in Workflow Studio

After you upgrade to Xanadu, update the Playbooks and Workflow Studio applications in the ServiceNow Store.

Product Catalog Management and Pricing Management

Public Sector Digital Services

After the upgrade, certain public sector menus and menu items in CRM Workspace revert to their original CSM label names. You can relabel these items for public sector use by updating the UX List Categories for Customer and Service Organizations. For more details on relabeling, navigate to All > Constituent Service > Administration > Guided Setup, and select Configurable Workspace for Public Sector Digital Services > Customize Workspace Labels Manually.

RPA Hub

The following upgrade information is applicable only when you’re upgrading from San Diego or Tokyo to Xanadu.

Based on the number of records in the application file table, you could experience a potential delay while upgrading the RPA Hub applications from Tokyo or earlier releases to Xanadu.

Before upgrading RPA Hub to Xanadu, you must set the value of the glide.rollback.blacklist.TableParentChange.change system property to false. If this property doesn't exist in the System Property [sys_properties] table, add the property and set its value to false. For more information on how to add a property, see Add a system property.

After you upgrade to Xanadu, the bot process definitions change to the new structure, which is the bot process configuration.

Although the bot process configuration doesn't replace the bot process completely, most fields are moved from the bot process to the bot process configuration. If you upgrade to Xanadu without updating the system property value, the tables don’t extend the Application File table. To update the table changes manually, see the Restructuring RPA Hub tables to sys_metadata in Utah and beyond release article in the Now Support knowledge base.

Security Posture Control

For a complete list of the applications that are required to implement Security Posture Control, see Install Security Posture Control.

Service Exchange

Service Operations Workspace for ITSM

ServiceNow Otto for Hardware Asset Management (HAM)

ServiceNow SDK

Upgrade to the latest version of the ServiceNow SDK with the now-sdk upgrade command. For more information, see Upgrade the ServiceNow SDK.

Skills Management

The skills dashboard is automatically migrated to the Next Experience UI in the Xanadu release. When you upgrade, you can automatically access the Skills dashboard in the Next Experience UI.

Software Asset Management

After upgrading to the Microsoft Entra ID spoke 4.3 version, the Microsoft Azure AD - Download Group Membership directory job isn't executed for existing Microsoft Entra ID SSO or Directory integrations. This directory job also isn't created for new Microsoft Entra ID SSO or Directory integrations. Instead, the Microsoft Azure AD - Download Groups directory job downloads all groups and group memberships configured on Microsoft Entra ID.

Strategic Planning

After upgrading to Strategic Planning v4.3.2, run the Migrate BreakdownInterval To Checkinfrequency scheduled job. This scheduled job migrates the existing values in the Review frequency and Breakdown interval fields to the Check-in frequency field in the target records. For more information on how these values are migrated for targets with different values, see Target breakdowns migration.

Subscription Management

Subscription Management version 3.2 is active by default on all instances of the Xanadu release. Update to Subscription Management version 4.0 or later to use the latest features. For more information about updating Subscription Management, see Update an app or plugin.

Telecommunications Network Inventory

If you are an existing user of previous releases, both legacy and new product models will be available in the Network Inventory Workspace menu after upgrading to Xanadu. To rectify this issue, you must migrate your legacy product model data to the new product model tables in your current instance. For more details about the procedure, see KB1695167.

Telecommunications Service Operations Management

TBD.

Third-party Risk Management

If you are a VRM user upgrading to TPRM, when upgrading to Vancouver or later from an earlier release, you must run each upgrade sequentially to ensure that fix scripts run correctly. This means upgrading from Utah to Vancouver, Vancouver to Washington DC, and so on. If the scripts do not run in the correct order, it can result in data inconsistencies, broken functionalities, and conflicts.

For more information on upgrading from VRM to TPRM, see Third-party Risk Management upgrade information.

Vulnerability Response Integration with Claroty CTD

Claroty CTD v5.1 is also supported for the Vulnerability Response Integration with Claroty CTD application.

Vulnerability Response integrations

Workflow Studio

As of Washington DC patch 3, updating Workflow Studio automatically updates all of its application dependencies such as ServiceNow® Workflow Studio, Playbook, and ServiceNow® Decision Builder. You can no longer see or update the individual application dependencies of Workflow Studio from the ServiceNow® Store or the list of plugins.

AI Analytics

Upgrade information

AI Analytics is installed and updated when you install or update any Now Assist application. If you have issues installing or updating applications, see this knowledge article for steps that may address your issue. Otherwise, you can make a Support case.

AI Control Tower

Upgrade information

General availability release, no upgrade.

AI Skill Kit

Upgrade information

If you customized UI actions or other items that are associated with Now Assist skills, ensure that your customized code is updated with the new skill releases. Otherwise, certain functions may not work as expected.

If you run into issues when you're upgrading a Now Assist product, see KB1637452: Issues and mitigation for Now Assist (Generative AI) Applications and Plugin updates. You may need to log in to view the article.

Accounts Payable Operations

Upgrade information

If you’re upgrading from a previous release, you must configure the reference field in the Tax Code [sn_fin_tax_code] table. The exception engine validates the invoice using the tax code and raises exceptions if necessary.

App Engine Studio

Upgrade information

Due to a new process for assigning groups in AEMC, the same version of the Application Intake plugin must be activated on each of your instances.

For more information, see App Readiness and Compliance Report.

Application Manager

Upgrade information

Application Manager is active by default on instances on the Yokohama release. Upgrade your instance to Yokohama patch 11 or later to use the latest features. For information about upgrading your ServiceNow AI Platform instance, see Prepare your upgrade.

Application Vulnerability Response

Upgrade information

• For information about the new features of Vulnerability Response, see Vulnerability Response release notes.
• For more information about the released versions of the Application Vulnerability Response application as well as the third-party and ServiceNow applications that are compatible with the Xanadu release, see the Vulnerability Response Compatibility Matrix and Release Schema Changes [KB0856498] article in the Now Support Knowledge Base.

Automated Test Framework

Upgrade information

Copy and customize quick start tests provided by the ServiceNow AI Platform® to validate that your instance works after you make any configuration changes. For example, if you apply an upgrade or develop an application.

The tests can produce a pass result only when you run them on a base system without any customizations and with the default demo data that is provided with the application or feature plugin. To apply a quick start test to your instance-specific data, copy the quick start test and add your custom data. For more information, see Available quick start tests by application or feature.

Configuration Management Database (CMDB)

Upgrade information

Three new indexes (parent, type), (child, type), and (child, parent, type, port) are added to the CI Relationship [cmdb_rel_ci] table to improve the performance of Identification and Reconciliation Engine (IRE) querying this table. This change is likely to increase upgrade time. For more information about the impact of this change during upgrade and to learn how to minimize that impact, see Increased Yokohama Upgrade Time due to cmdb_rel_ci index additions [KB1703367].

Data Management

Upgrade information

• After upgrading a self-hosted instance to Yokohama, the sys_physical_table_stats table doesn't display the latest data for table size, with the sample_period_start column showing dates prior to the upgrade. To see the correct table size, you can set the com.glide.stats.storage_disk_usage.information_schema system property to true, which allows the statsGatherer job to use the information schema to generate the required database statistics.

• A data management policy record is automatically created for each table that is configured with an archive rule or a table cleaner rule prior to the upgrade.

Data Privacy

Upgrade information

Licensing changes enable you to install Data Discovery, Data Discovery APIs, Data Anonymization, and Data Privacy APIs without an entitlement, but you must have an entitlement to run a job.

DevOps Change Velocity

Upgrade information

If you are a new customer or are using a zBoot instance and you want to create type-based workflow change requests in DevOps Change Velocity, you must add the com.snc.change_management.change_model.type_compatibility property and set it to True. For more information, see Add a system property.

If you are an upgrading customer, you must run the ReConfigure Bitbucket Server Repositories for PullRequest job to re-configure your existing Bitbucket Server or Bitbucket Data Center repositories so that pull request records can be imported. You can navigate to All > System Definition > Scheduled Jobs to search for this job and run it.

Digital End-User Experience

Upgrade information

To upgrade your DEX Desktop Assistant, do the following:

1. Install the latest version of the Desktop Assistant in your instance.
2. With admin rights, reinstall the Desktop Assistant on your local machine even if you have the latest version.

Encryption Key Management

Upgrade information

• The GlideEncrypter API uses the three-key Triple Data Encryption Standard (3DES) encryption standard which NIST 800-131A Rev 2 has recommended against using after 2023. The following changes are taking place in the Yokohama release in preparation for a full deprecation of GlideEncrypter/3DES in the future.
  • New Yokohama instances can’t use GlideEncrypter. All base system scripts have been changed to use alternative encryption processes.
  • if you’re upgrading your Yokohama instances, you can still use 3DES, but you can also disable 3DES usage with a system property.
  • Learn more about 3DES deprecation in KB1704481.

Field Service Management

Upgrade information

• Upgrading to Yokohama may extend the upgrade maintenance time of a customer due to Appointment Booking. The Appointment Booking configuration tables get extended to the Application File [sys_metadata] table as a part of the upgrade. After upgrading to Yokohama, re-parenting occurs automatically and the duration of the re-parenting depends on the number of records in Application File [sys_metadata] table.
• Effective March 1, 2025, Google has designated the Places API, Directions API, and Distance Matrix API as Legacy services. The newer versions of these services are Places API (New) and Routes API. You can’t enable or generate new API keys for these legacy services. However, you can continue using these services with the existing API keys. If you need to create a new Google API key after March 1, 2025, you must enable the new APIs from Google Console and upgrade to Yokohama Patch 3 version or higher to ensure compatibility.

Financial Services Card Operations

Upgrade information

During the upgrade to Yokohama, the Financial Services Card Operations plugin reparents the Card Disputes Transaction table [sn_bom_credit_card_disputes_transaction] to the Financial Task table [sn_bom_task] in Financial Services Operations Core.

Reparenting leverages the benefits and advancements of ServiceNow® Financial Services Operations Core while preserving the functionality of existing applications.

Note:

If your instance uses the Card Disputes Transaction table [sn_bom_credit_card_disputes_transaction] and it contains a large amount of data, you may experience increased upgrade times.

Generative AI Controller

Upgrade information

Generative AI Controller is installed and updated when you install or update any Now Assist application. If you have issues installing or updating applications, see this knowledge article for steps that may address your issue. Otherwise, you can make a Support case.

ITOM Visibility

Upgrade information

3DES support is planned for permanent removal from the MID Server for MID Servers with SSH-based Discovery or SSH-based integrations. For more information, see 3DES deprecation in SSH from Xanadu [KB1644950].

After upgrading to Yokohama, a Fix Script named "Add Explicit Public SNMP Credential" might create a public SNMP credential in Production instances. This could lead to unnecessary records via Discovery. The Fix Script is present in Yokohama instances, including OOB. Before applying the upgrade of Discovery core, Yokohama version, verify the fix script behavior in a sandbox environment. Remove the public SNMP credentials if not required.

Impact

Upgrade information

The Impact Store Application configuration requires a sequence of tasks. See Configuring the Impact Store Application for details.

Instance Data Replication

Upgrade information

Improve the performance and processing efficiency of Instance Data Replication (IDR) by upgrading your replication sets to V2, which uses Hermes Messaging Service. For details, see Upgrading legacy sets.

Log rotation is automatically enabled for the Replication Payload Error [idr_replication_payload_error] table after the upgrade. By default, the log rotation schedule is comprised of seven shards, with five days for each shard. All log entries in this table created before the upgrade are automatically truncated.

MID Server

Upgrade information

For the latest MID Server system requirements, see MID Server system requirements. The minimum JRE version supported is 17.0.10 and the recommended version is 17.0.12.

If you have installed your own JRE, the upgrade process takes the following actions to verify that the MID Server uses a supported JRE:

• If a MID Server is using an unsupported version of the JRE when it upgrades, the upgrade process displays a warning message with the minimum and recommended JRE version.
• If a supported JRE is running on the MID Server host, the upgraded MID Server uses that version.

All MID Server host machines require access to the download site at install.service-now.com to enable auto-upgrades. For additional details, read how the system manages MID Server upgrades.

Only one Windows MID Server service is permitted according to the executable path. Upgraded Windows MID Servers that have multiple services pointing to the same installation folder can’t start. See MID Server fails to start for more information.

For more information about MID Server upgrades, see the following topics:

• MID Server pre-upgrade check: Describes how the AutoUpgrade monitor tests the ability of the MID Server to upgrade on your system before the actual upgrade.
• Upgrade the MID Server manually: Describes how to upgrade your MID Servers manually.

Now Assist in Contract Management

Upgrade information

If you’re upgrading to Now Assist in Contract Management starting with Yokohama Patch 3 from a previous version and you have customized use cases, run a fix script to migrate the existing data to the AI Admin Hub console.

1. Navigate to All > System Definition > Fix Scripts.
2. In the Name field, search for Upsert DI skill config.
3. In the script, add the use case ids that you want to migrate to the AI Admin Hub console.
4. Select Run Fix Script.

For more information, see Post-upgrade steps for Now Assist in Contract Management.

Now Assist

Upgrade information

If you customized UI actions or other items that are associated with Now Assist skills, ensure that your customized code is updated with the new skill releases. Otherwise, certain functions may not work as expected.

If you run into issues when you're upgrading a Now Assist product, see KB1637452: Issues and mitigation for Now Assist (Generative AI) Applications and Plugin updates. You may need to log in to view the article.

Platform Analytics experience

Upgrade information

If you had previously migrated your analytics assets to Platform Analytics, assets that were in compatibility mode but are newly supported in Yokohama are migrated automatically.

Playbooks in Workflow Studio

Upgrade information

After you upgrade to Yokohama, update the Workflow Studio application in the ServiceNow Store.

Portfolio Planning

Upgrade information

After upgrading to Portfolio Planning v8.8.0, the custom view settings previously saved under user preferences will be cleared. You must reapply these changes and create views as needed. For instructions, see Create a portfolio plan view in Portfolio Planning and Create a free-form roadmap view in Portfolio Planning.

Product Catalog Management and Pricing Management

Upgrade information

After upgrading to the May 2025 release of Sales Customer Relationship Management applications, you must run a scheduled job that automatically enables the Allow multiple configurations option when your catalog admin creates product offerings with an associated product specification. This job is called Scheduled job with an upgrade script to set 'allow_multiple_configurations' to true on an Offering. When multiple product offering configurations are allowed in configurable opportunities, quotes, or orders, agents can create multiple instances of a child product offering and define custom configurations for each offering instance.

Note:

The Allow multiple configurations option is always enabled (set to true) for all product offerings that have an associated product specification. However, if the product specification has a child hierarchy, this option is honored only for orders placed through the TMF APIs. For specifications without a hierarchy, the flag is honored across all ordering channels.

The May 2025 release provides a default pricing plan that includes a new step, Apply Renewal Adjustment. If you've been using a custom pricing plan from an earlier release, review the default pricing plan, which is in a Retired state after upgrading to the May 2025 release. Determine whether you want to publish the default plan or customize the default pricing plan for your needs and then publish the custom plan to be used.

Public Sector Digital Services

Upgrade information

After the upgrade, certain public sector menus and menu items in the CRM Workspace revert to their original CSM label names. You can relabel these items for public sector use by updating the labels for the Customer, Accounts, and Service Organizations UX list category records. For more details on relabeling, navigate to All > Constituent Service > Administration > Guided Setup, and select Configurable Workspace for Public Sector Digital Services > Customize Workspace Labels Manually.

RPA Hub

Upgrade information

Upgrade any of these currently installed Microsoft Software Installers (MSIs) by downloading the RPA applications:

• RPA Desktop Design Studio
• Attended Robot
• Unattended Robot
• Unattended Robot Login Agent

For more information, see Download the RPA applications from RPA Hub.

The following upgrade information is applicable only when you’re upgrading from San Diego or Tokyo to Yokohama.

Based on the number of records in the application file table, you may experience a delay while upgrading the RPA Hub applications from Tokyo or earlier releases to Yokohama.

Before upgrading RPA Hub to Yokohama, you must set the value of the glide.rollback.blacklist.TableParentChange.change system property to false. If this property doesn't exist in the System Property [sys_properties] table, add the property and set its value to false. For more information on how to add a property, see Add a system property.

After you upgrade to Yokohama, the bot process definitions change to the new structure, which is the bot process configuration.

Although the bot process configuration doesn't replace the bot process completely, most fields are moved from the bot process to the bot process configuration. If you upgrade to Yokohama without updating the system property value, the tables don’t extend the Application File [sys_metadata] table. To update the table changes manually, see the Restructuring RPA Hub tables to sys_metadata in Utah and beyond release [KB1223629] article in the Now Support Knowledge Base.

Security Posture Control

Upgrade information

For a complete list of the applications that are required to implement Security Posture Control, see Install Security Posture Control.

Service Exchange

Upgrade information

• When using Service Exchange for Providers and Service Exchange for Consumers in a single instance, you must upgrade both applications simultaneously to the same version to maintain compatibility.
• The Service Exchange Global Script Include is automatically installed or updated when you install the Service Exchange application on the following platform versions:
  • Washington DC Patch 9
  • Xanadu Patch 4
  • Yokohama
• Service Exchange 2.x.x, which was first released with the Xanadu release, does not support migration of Service Exchange (Legacy) versions. If you are using a Service Exchange (Legacy) version, before you upgrade to the Yokohama release, you must follow instructions in the Service Exchange for Providers (Legacy) - Migration Utility [KB1499823] article in the Now Support Knowledge Base to migrate your configuration data.
• If you are upgrading from Service Exchange version 1.x.x, follow the steps in Upgrade Guide - Service Exchange for Providers and Consumers application (v2.x.x release) [KB1700387] to migrate your Service Exchange applications.
• Due to the introduction of mismatched version support, new entitlements cannot be activated until both the consumers and providers upgrade to Service Exchange version 2.x.x. Older active entitlements will continue to work but new ones cannot be activated.
• If you upgrade to Service Exchange version 2.0.55 with Sales Customer Relationship Management plug-in version 1.0.4 before upgrading the platform to the Yokohama release, the new Deny ACLs will not be installed. To ensure the Deny ACLs get installed, after upgrading to Yokohama, you must click Repair to reinstall the Service Exchange application.

Service Operations Workspace for ITSM

Upgrade information

Ensure that the following applications have compatible upgraded versions:

• Service Operations Workspace ITSM Applications application (sn_sow_itsm_cont)
• Service Operations Workspace ITOM Applications application (sn_sow_itom_cont)

For more information on compatible versions, see Version compatibility between Service Operations Workspace for ITSM and Service Operations Workspace ITOM.

ServiceNow IDE

Upgrade information

ServiceNow IDE version 1.1.4 is active by default on instances on the Yokohama release. Update to ServiceNow IDE version 2.0 or later to use the latest features. For information about updating ServiceNow IDE, see Updating apps.

ServiceNow Otto for Hardware Asset Management (HAM)

Upgrade information

Only users with the procurement_user role can access the Help manage hardware asset requests agentic workflow including the following AI agents:

• Hardware asset management sourcing AI agent
• Transfer order creation AI agent
• Purchase order creation AI agent

ServiceNow Otto for IT Service Management (ITSM)

Upgrade information

When you upgrade to the Zurich Patch 4 release, any customizations you may have made to the Now Assist context menu (NACM) won’t be preserved. For more information, see the Community article Upgrade information for the NACM support in Now Assist for ITSM.

ServiceNow Otto for Security Incident Response (SIR)

Upgrade information

For more information about required applications for ServiceNow Otto for Security Incident Response (SIR), see Supporting information.

Note:

Upgrading the Now Assist plugins activate any designated skills that were previously untouched by the customer.

• If you have the plugins installed but never touched the configuration (never activated the skill nor adjusted associated roles) of a skill, any Default On skill will be activated on a per skill basis upon upgrading.
• If you have previously toggled a skill from active and then back to inactive or have updated any roles for that skill, that skill remains inactive upon upgrading.
• You maintain full control over deactivating individual skills at any time after activation.

Starting with version 2.0.1, the name of the Now Assist for Security Operations application in ServiceNow® Store and in your ServiceNow AI Platform® instance has changed to ServiceNow Otto for Security Incident Response (SIR). You must upgrade to version 2.0.1 to access the following features:

• Generate resolution notes in the Now Assist context menu.
• Generate correlation insights for a security incident investigation from the Now Assist panel.

The AI Search application must be enabled so that the recommended actions skill works for security incidents. To verify that AI Search is enabled on your instance, navigate to All > AI Search > AI Search Status. Contact support if the page indicates that AI Search is not enabled.

ServiceNow Otto for Unified Security Exposure Management

Upgrade information

For more information about required applications for ServiceNow Otto for Unified Security Exposure Management, see Supporting information.

Note:

Upgrading the Now Assist plugins activate any designated skills that were previously untouched by the customer.

• If you have the plugins installed but never touched the configuration (never activated the skill nor adjusted associated roles) of a skill, any Default On skill will be activated on a per skill basis upon upgrading.
• If you have previously toggled a skill from active and then back to inactive or have updated any roles for that skill, that skill remains inactive upon upgrading.
• You maintain full control over deactivating individual skills at any time after activation.

ServiceNow SDK

Upgrade information

Upgrade to the latest version of the ServiceNow SDK with the now-sdk upgrade command. For more information, see Upgrade the ServiceNow SDK.

ServiceNow SDK version 3.0 supports integrating with ServiceNow instances beginning with the Washington DC release.

Note:

For more information about minor releases of the ServiceNow SDK, see the ServiceNow IDE, SDK, and Fluent articles in the ServiceNow Community.

ServiceNow Studio

Upgrade information

ServiceNow Studio no longer has to be downloaded from the ServiceNow Store. It’s available on the ServiceNow AI Platform by default.

Software Asset Management

Upgrade information

Starting from the Yokohama release, all the reconciliation script includes are being moved from the family release to the Software Asset Management store application (com.sn_itam_samp). When upgrading to Yokohama, if you have made customizations to reconciliation script includes, you must move your customizations to the new script includes. The old script includes will be deprecated.

When upgrading to Yokohama Patch 1 with the Software Asset Management (sn_itam_samp) 2.1.0 store application installed, you must delete the entitlements for the existing CrowdStrike integration profiles. Then, create new entitlements for various CrowdStrike products, such as CrowdStrike Falcon Endpoint Protection and CrowdStrike Falcon Discover, based on their license metrics. These metrics include the Reserved Hourly Average Sensor and Sensor Subscription, which are found under the CrowdStrike License Metric Group.

• If any existing CrowdStrike profiles are in the Draft state, create new integration profiles and delete the existing ones.
• If any existing CrowdStrike profiles are in the Published state, their state changes to Draft.

Strategic Planning

Upgrade information

After upgrading to Strategic Planning v4.7.0, the following changes apply to user preferences:

• Custom view settings previously saved under user preferences will be cleared. You must reapply these changes and create views as needed. For instructions, see Create a portfolio plan view in Strategic Planning and Create a free-form roadmap view in Strategic Planning.
• Customizations made to the Timeline and Kanban views in the Roadmap tab, and the Kanban view in the Prioritization tab at the portfolio plan level, will be copied to the Default view of the portfolio plan. Similarly, any customizations made to the Timeline and Kanban views in the free-form roadmap will also be copied to the Default view of the free-form roadmap.

Subscription Management

Upgrade information

Subscription Management version 4.1 is active by default on all instances of the Yokohama release. Update to Subscription Management version 6.0.2 or later to use the latest features. For more information about updating Subscription Management, see Update an app or plugin.

Telecommunications Network Inventory

Upgrade information

The Yokohama release needs the Xanadu platform version to support the Design and Assign playbook feature.

Telecommunications Service Operations Management (TSOM)

Upgrade information

After installing Telecommunications Service Operations Management TSOM, any customized IRE identification rules applied to interface cards, slots, sub-slots and network interfaces may be affected. You must review and validate the rules to ensure proper functionality.

Third-party Risk Management

Upgrade information

Starting with the Vancouver release, if you’re a VRM user upgrading to TPRM, from an earlier release, you must run each upgrade sequentially to ensure that fix scripts run correctly. This means upgrading from one release to the next rather than skipping to the latest release. Not running scripts in the correct order can result in data inconsistencies, broken functionalities, and conflicts.

For more information on upgrading from VRM to TPRM, see Third-party Risk Management upgrade information.

For existing TPRM customers, after upgrading to version 20.2.4, data from the Industry column in the Company [core_company] table is automatically migrated to the tprm_industry column. Migration can take several hours depending on the number of records in the Company [core_company] table. After migration, a system log message confirms that the migration is complete. Review the Company [core_company] table content and update any customizations referencing the Industry field to use tprm_industry. After verifying the migration and updating customizations, you can drop the Industry column.

Usage Insights

Upgrade information

• The Usage Insights module is moved under Platform Analytics.
• Custom user properties must be reconfigured.
• Default country and user consent policies are updated to No Consent Required.
• The Usage Insights UI and navigation structure are reworked.

Vulnerability Response Integration with Claroty CTD

Upgrade information

Claroty CTD v5.1 is also supported for the Vulnerability Response Integration with Claroty CTD application.

Vulnerability Response integrations

Upgrade information

• For more information about the released versions of the Vulnerability Response application as well as the third-party and ServiceNow applications that are compatible with the Yokohama release, see the Vulnerability Response Compatibility Matrix and Release Schema Changes [KB0856498] article in the Now Support Knowledge Base.
• For information about the new features of Vulnerability Response, see Vulnerability Response release notes.

Workforce Optimization for ITSM

Upgrade information

Enhanced security to access Workforce Optimization for ITSM

When you upgrade to the Yokohama release, you have the option to turn on enhanced security for the Workforce Optimization for ITSM application. To get the enhanced security, you must contact Now Support to install the ITSM Enhanced Security Features plugin (com.snc.itsm.enhanced_security). After you install the plugin, you need the roles listed here to access the respective features.

Features in Workforce Optimization for ITSM	Role required for each user
Skill review	Skill review manager (sn_wfo_skillreview.manager) Skill review user (sn_wfo_skillreview.user)
Work scheduler	Work scheduler admin (sn_wfo_work_sched.admin) Work scheduler manager (sn_wfo_work_sched.manager)

AI Control Tower

Upgrade information

For details on upgrading to the redesigned AI Control Tower experience, see the AI Control Tower Migration [KB3144679] article in Now Support.

AI Desktop Actions

Upgrade information

Upgrade the currently installed AI Desktop Actions Software Installers (MSIs) by downloading and installing the newer version of the application. Make sure to close the current execution and close the desktop app before staring the installation for upgrade. For more information, see Download installer.

Application Manager

Upgrade information

Application Manager is active by default on instances on the Zurich release. Upgrade your instance to Zurich patch 4 or later to use the latest features. For information about upgrading your ServiceNow AI Platform instance, see Prepare your upgrade.

Application Vulnerability Response

Upgrade information

• If you are currently using Application Vulnerability Response, and you do not intend to upgrade to Unified Security Exposure Management (USEM), install a version below v30.x of Application Vulnerability Response and for upgrades to supported third-party integration applications.
• For information about the new features of Vulnerability Response, see the Vulnerability Response release notes.
• For more information about the released versions of the Application Vulnerability Response application as well as the third-party and ServiceNow applications that are compatible with the Zurich release, see the Vulnerability Response Compatibility Matrix and Release Schema Changes [KB0856498] article in the Now Support Knowledge Base.

Automated Test Framework

Upgrade information

Copy and customize quick start tests provided by the ServiceNow AI Platform® to validate that your instance works after you make any configuration changes. For example, if you apply an upgrade or develop an application.

The tests can produce a pass result only when you run them on a base system without any customizations and with the default demo data that is provided with the application or feature plugin. To apply a quick start test to your instance-specific data, copy the quick start test and add your custom data. For more information, see Available quick start tests by application or feature.

CPQ Configurator

Upgrade information

If you used the legacy product configurator previously and want to use the CPQ Configurator, after upgrading, you must set the sn_prd_pm.enable_advanced_configuration system property to true to be able to use the configurator in Sales Customer Relationship Management workflows.

.

Change Management

Upgrade information

As part of the update to use Flow instead of Progress Workers for conflict detection, the Conflict Checker Progress UI Formatter record references a new UI macro, change_conflict_worker_progress_gate. This macro checks the change.conflict.useprogressworker system property to determine the conflict detection mechanism and then displays the corresponding UI macro to work with either Progress Workers or the Change Management Worker table. For more information, see Conflict detection.

The ITSM Enhanced Security Features plugin (com.snc.itsm.enhanced_security) is now activated automatically when you upgrade to the Zurich release. Previously, the plugin was activated only on new instances. Activating the plugin adds "deny unless authenticated" access control list (ACL) rules to several IT Service Management tables.

To revert to the pre-upgrade behavior, contact ServiceNow Support for a list of ACLs to deactivate on specific tables. As a last resort, Support can run a script that deactivates all the new ACLs.

Cloud Cost Management

Upgrade information

The Cloud Cost Management platform support is available beginning with the Xanadu release. For instructions on upgrading Cloud Cost Management to Zurich, see Upgrade Cloud Insights.

Cloud Exposure View

Upgrade information

The Cloud Exposure View is a workspace in the Cloud Security for Cloud Workspace application that is supported by the Unified Security Exposure Management application. Unified Security Exposure Management (USEM) and the Cloud Security for Cloud Workspace applications are required. USEM is available to all customers who are entitled to Vulnerability Response. See Unified Security Exposure Management release notes for more information.

Configuration Compliance

Upgrade information

If you are currently using Configuration Compliance, and you do not intend to upgrade to Unified Security Exposure Management (USEM), install a version below v30.x of Configuration Compliance and for upgrades to supported third-party integration applications.

The Missing Assets [sn_vul_wiz_missing_asset] table used for storing assets imported by the backfill integrations for the Vulnerability Response Integration with Wiz is deprecated. If you are currently using the Vulnerability Response with Wiz integrations, after updating to version 1.1, you must backdate any of your existing Wiz primary integrations by three days and run them. Please review more information about the Wiz integration at SecOps articles on the Security Operations Community.

For more information about the released versions of the Vulnerability Response application as well as the third-party and ServiceNow applications that are compatible with the Zurich release, see the Vulnerability Response Compatibility Matrix and Release Schema Changes [KB0856498] article in the Now Support Knowledge Base.

Configuration Management Database (CMDB)

Upgrade information

Due to the removal of the Design value for the operational status attribute in a CI, after an upgrade, you must review all CIs that have the discovery source attribute set to Manual via IRE. Review the operational status attribute of those CIs and set it to a supported value in CMDB for your environment. For example, you can set the attribute to Non-Operational. For more information about the operational status values, see Tangible/physical life cycle.

On an upgraded Zurich instance, to configure the sn_cmdb_admin and the sn_cmdb_editor user roles with the necessary permissions to perform some CMDB Workspace tasks, you must manually run the scheduled job Remove CMDB Roles from ITIL roles and Add CUD access to sn_cmdb_admin/sn_cmdb_editor roles. This scheduled job modifies the user roles as follows:

• Updates the itil user role to no longer contain the sn_cmdb_editor user role, and updates the itil_admin user role to no longer contain the sn_cmdb_admin user role.
• If those permissions don't exist, updates the sn_cmdb_admin and the sn_cmdb_editor user roles with create, update, and delete access to the Configuration Item [cmdb_ci] class. For more information about the Remove CMDB Roles from ITIL roles and Add CUD access to sn_cmdb_admin/sn_cmdb_editor roles scheduled job, see Remove sn_cmdb_admin from itil_admin and sn_cmdb_editor from itil, and then add create/update/delete access to cmdb_ci table for sn_cmdb_admin / sn_cmdb_editor [KB2290506].

Container Vulnerability Response

Upgrade information

If you are currently using Container Vulnerability Response, and you do not intend to upgrade to Unified Security Exposure Management (USEM), install a version below v30.x of Container Vulnerability Response and for upgrades to supported third-party integration applications.

The Missing Assets [sn_vul_wiz_missing_asset] table used for storing assets imported by the backfill integrations for the Vulnerability Response Integration with Wiz is deprecated. If you are currently using the Vulnerability Response with Wiz integrations, after updating to version 1.1, you must backdate any of your existing Wiz primary integrations by three days and run them. Please review more information about the Wiz integration at SecOps articles on the Security Operations Community.

For more information about the released versions of the Container Vulnerability Response application as well as the third-party and ServiceNow applications that are compatible with the Zurich release, see the Vulnerability Response Compatibility Matrix and Release Schema Changes [KB0856498] article in the Now Support Knowledge Base.

Customer self-service for Sales Customer Relationship Management

Upgrade information

The new order checkout experience and improved cart capabilities are delivered through a new Sales Cart plugin (sn_sales_cart). As an admin, you must perform the Post-upgrade order migration to continue providing a seamless experience for your customers. Failing to perform the upgrade steps can result in your customers losing products added to their carts.

Digital End-User Experience

Upgrade information

For details on DEX data migration, refer to the DEX data migration to allocated, last logged in user, last logged in location column of Dex device table [KB2144029] and DEX data migration to CI type column of Alert Metadatas table [KB2141007] articles in the Now Support Knowledge Base.

Employee Slate

Upgrade information

Employee Slate requires Zurich Patch 9 or later and an AI assistant (Moveworks or Now Assist).

Encryption Key Management

Upgrade information

• In previous releases, the GlideEncrypter API used the three-key Triple Data Encryption Standard (3DES) encryption standard, which NIST 800-131A Rev 2 has recommended against using after 2023. The following changes are taking place in the Zurich release in preparation for a full deprecation of GlideEncrypter/3DES in the future:
  • New Zurich instances can’t use GlideEncrypter. All base system scripts have been changed to use alternative encryption processes.
  • if you’re upgrading your Zurich instances, you can still GlideEncrypter, which has been updated to use AES256-GCM encryption via the Key Management Framework.
  • Learn more about 3DES deprecation in KB1704481.

Encryption

Upgrade information

For the GlideEncrypter API, NIST 800-131A Rev 2 has recommended against using the Triple Data Encryption Standard (3DES) encryption. The following changes are taking place in the Zurich release with the official removal of 3DES encryption for GlideEncrypter.

• The GlideEncrypter API defaults to using the Key Management Framework (KMF) based algorithm, Advanced Encryption Standard (AES), for encryption and decryption operations for upgraded instances only.
• For instances created with the Zurich release or later, this API isn’t supported.
• Learn more about 3DES deprecation in KB1704481.

In the Zurich release, Column Level Encryption has received a required upgrade to Key Management Framework Column Level Encryption (KMF-CLE) due to the platform-wide deprecation of 3DES. For more information about this upgrade, see KB1700704.

Enterprise Asset Management

Upgrade information

Starting with Zurich release, a new menu, Asset put away, has been added to the ServiceNow Agent app navigation bar. When upgrading to the Zurich release, a fix script identifies whether the ServiceNow Agent app navigation bar was customized and takes the necessary action.

• If the navigation bar wasn’t customized before the upgrade, a new Asset put away icon () is included in the navigation bar
• If the navigation bar was customized before the upgrade, two navigation bars appear: Customized old IT Asset Management and IT Asset Management. The new icon appears in the IT Asset Management navigation bar.

Field Service Management

Upgrade information

Effective March 1, 2025, the Google Places API, Directions API, and Distance Matrix API have been designated as legacy services. The newer versions of these services are Places API (New) and Routes API. Google Maps APIs for Field Service capabilities uses the latest version of the APIs in the Zurich release and Dispatcher Workspace version 8.0. To help avoid issues with the Google Maps APIs, enable Places API (New) and Routes API from Google Cloud Platform Console.

Flows, subflows, and actions in Workflow Studio

Upgrade information

An earlier version of the save as you go feature was released and withdrawn from the Washington DC release. If you're upgrading from the Washington DC release, you might have manually turned off the save as you go features by setting a system property. To restore the save as you go features, see Restore save as you go functionality.

Generative AI Controller

Upgrade information

Generative AI Controller is installed or updated when you install or update a Now Assist application. If you have issues installing or updating applications, see this knowledge article or open a support case.

Hardware Asset Management

Upgrade information

• Starting from the Zurich release, a few workflows have been migrated to Workflow Studio as flows.
  Note:

  The migration of workflows to Workflow Studio applies to Asset Management, Procurement, and Contract Management applications.
  • The following workflows have been migrated to Workflow Studio as flows:
    • Procurement Process Flow – Hardware
    • Transfer Order
    • Transfer Order Line
    • Source Request
    • Contract Approval
  • When upgrading to the Zurich release, a fix script identifies whether the workflows were customized and takes necessary action.
    • If the workflows weren’t customized before the upgrade, the legacy workflows are deactivated from the instance, and Workflow Studio flows are installed and executed post-upgrade.
    • If the impacted workflows were customized before the upgrade, the Workflow Studio flows are installed but aren’t executed for any of the impacted flows post-upgrade. You can view and access the impacted workflows in the instance after the upgrade. However, the deprecated workflows are considered custom code and aren’t supported for maintenance.
• After upgrading to the Zurich release, if an approval history record exists for a contract that is no longer required, reject the record instead of deleting it. If the approval history record is deleted, Workflow Studio doesn’t support updating the contract’s Substate field value to display the correct state.
• Starting with Zurich release, a new menu, Asset put away, has been added to the ServiceNow Agent app navigation bar. When upgrading to the Zurich release, a fix script identifies whether the ServiceNow Agent app navigation bar was customized and takes the necessary action.
  • If the navigation bar wasn’t customized before the upgrade, a new Asset put away icon () is included in the navigation bar
  • If the navigation bar was customized before the upgrade, two navigation bars appear: Customized old IT Asset Management and IT Asset Management. The new icon appears in the IT Asset Management navigation bar.
• A new role, sn_itam_recomm.recommendations_read, helps ensure that only valid users can execute APIs related to the Important Actions menu in the Asset Workspace. The following roles, which have access to the Asset Workspace, now include the sn_itam_recomm.recommendations_read role:
  • procurement_user
  • inventory_admin
  • inventory_user
  • model_manager
  • contract_manager
  • itil
  • catalog_manager
  • catalog_admin
  • sam
  • ham_user
  • asset
• Control sensitive data leakage from range queries accessed by unauthenticated users through the following access control lists (ACLs):
  • Contract [ast_contract] table: Only users with the contract_manager role can perform the query_range operation on the Start date, Contract number, PO number, and Vendor columns.
  • Contract user M2M [clm_m2m_contract_user] table: Only users with the contract_manager and asset roles can perform the query_range operation on the Contract and User columns.
  • HAMP Success Activity [sn_hamp_success_activity] table: Only users with the ham_admin and asset roles can perform the query_range operation on the Description, Short description, and Success goals columns.
• Only users with the admin role can update the following system properties:
  • glide.sg.voice_search.enabled
  • glide.ui.sn_hamp_asset_reclaim_task_activity.fields
  • glide.ui.sn_hamp_loaner_asset_order_activity.fields
  • glide.ui.sn_hamp_ztr_task_activity.fields
  • sn_hamp.enable_shipping_carrier_validation_asn
  • sn_hamp.model_lifecycle_phase_order
  • sn_hamp.update_assets_norm_model_name
• A new system property, sn_itam_restrict_asset_read, introduced in Zurich Patch 12, controls read access to the Asset [alm_asset] table and its child tables for users with only the snc_internal role. When set to true, these users can only read asset records assigned to them or where they are referenced in fields such as Reserved for, Managed by, or Owned by. Users with any additional role retain full read access. By default, this property is set to false.

Impact

Upgrade information

The Impact Store Application configuration requires a sequence of tasks in a unified registration process. See Configure the Impact Store Application.

Instance Data Replication

Upgrade information

• Improve the performance and processing efficiency of Instance Data Replication (IDR) by upgrading your replication sets to V2, which uses Hermes Messaging Service. For details, see Upgrading legacy sets.
• Log rotation is automatically enabled for the Replication Payload Error [idr_replication_payload_error] table after the upgrade. By default, the log rotation schedule is composed of seven shards, with five days for each shard. All log entries in this table created before the upgrade are automatically truncated.

MID Server

Upgrade information

For the latest MID Server system requirements, see MID Server system requirements. The minimum JRE version supported is 17.0.10 and the recommended version is 17.0.12.

If you have installed your own JRE, the upgrade process takes the following actions to verify that the MID Server uses a supported JRE:

• If a MID Server is using an unsupported version of the JRE when it upgrades, the upgrade process displays a warning message with the minimum and recommended JRE version.
• If a supported JRE is running on the MID Server host, the upgraded MID Server uses that version.

All MID Server host machines require access to the download site at install.service-now.com to enable auto-upgrades. For additional details, read how the system manages MID Server upgrades.

Only one Windows MID Server service is permitted according to the executable path. Upgraded Windows MID Servers that have multiple services pointing to the same installation folder can’t start. See MID Server fails to start for more information.

For more information about MID Server upgrades, see the following topics:

• MID Server pre-upgrade check: Describes how the AutoUpgrade monitor tests the ability of the MID Server to upgrade on your system before the actual upgrade.
• Upgrade the MID Server manually: Describes how to upgrade your MID Servers manually.

Notify

Upgrade information

Starting with the Zurich release, Notify uses subflows instead of workflows. For existing users in Zurich, your current workflows are still supported. For new users, your Notify plugin installations use subflows.

As part of this transition, the following workflow activities are available as flow actions and can be used when creating subflows:

• Join conference call
• Call
• Send SMS
• Forward call
• Input
• Hangup
• Play
• Record
• Reject
• Say
• Forward to notify client
• Queue

Maintain, build, and modify your own custom subflows in Workflow Studio with subflows for new instances. The following base system workflows have been migrated to subflows:

• (Re)join Conference Call
• Join Conference Call with muting
• Join Conference Call with SMS

Your existing workflows continue to function after the upgrade.

Note:

All workflow-related artifacts have been moved to a new plugin, which is maintained in a support-only mode and isn't available for new installations.

Now Assist for Vulnerability Response

Upgrade information

The following Now Assist skills for ServiceNow Otto for Unified Security Exposure Management are activated by default.

• Recommend preferred solution for VIT (VR)
• Vulnerable item de-duplication (VR)
• Approval Recommendation (VR)(USEM)
• Security Exposure Management (SEM) Insights (VR)(USEM)
• SPC Setup Connector (Security Posture Control)

Note:

Upgrading the Now Assist plugins activate any designated skills that were previously untouched by the customer.

• If you have the plugins installed but never touched the configuration (never activated the skill nor adjusted associated roles) of a skill, any Default On skill will be activated on a per skill basis upon upgrading.
• If you have previously toggled a skill from active and then back to inactive or have updated any roles for that skill, that skill remains inactive upon upgrading.
• You maintain full control over deactivating individual skills at any time after activation.

When you update the ServiceNow Otto for Unified Security Exposure Management application, the dependency applications are automatically updated.

For more information about required applications for ServiceNow Otto for Unified Security Exposure Management, see Supporting information.

Now Assist in Contract Management

Upgrade information

If you're upgrading to Now Assist in Contract Management from Yokohama (Patch 2 and lower) or Xanadu (Patch 8 and lower), and you have customized use cases, run a fix script to migrate the existing data to the AI Admin Hub console.

1. Navigate to All > System Definition > Fix Scripts.
2. In the Name field, search for Upsert DI skill config.
3. In the script, add the use case IDs that you want to migrate to the AI Admin Hub console.
4. Select Run Fix Script.

For more information, see Post upgrade steps.

On-Call Scheduling

Upgrade information

Starting from the Zurich release, On-Call Scheduling uses subflows, not workflows. You must transition from workflows to subflows, because the workflows are considered as legacy workflows. For existing users in Zurich, your current workflows continue to be supported. However, for new users, the On-Call Scheduling plugin installations on Zurich and later instances only use subflows.

Maintain, build, and modify your own custom on-call scheduling flows in Workflow Studio with subflows for new instances. The following subflows are available for configuration:

• On-Call: Assign
• On-Call: Assign and Notify
• On-Call: Assign by Acknowledgment
• On-Call: Assign by Acknowledgement per Rota
• On-Call: Assign by Acknowledgement Voice
• On-Call: Check Assignment Response
• On-Call: Conference Call Escalation
• On-Call: Escalations by Email
• On-Call: Escalation By Email per Rota
• On-Call: Time-off approval

Operational Resilience

Upgrade information

After upgrading to Operational Resilience version 21.0.x, rerun the Update CSDM and other dependencies scheduled job to populate the additional metadata that was introduced in this release.

Performance Analyzer

Upgrade information

Starting with the Zurich release, Performance Analyzer is available on your instance automatically. For access to Performance Analyzer on earlier instances, install Performance Analyzer from the ServiceNow® Store.

Platform Analytics experience

Upgrade information

On upgrade, any homepages on your instance that have been opened are migrated to Core UI dashboards, which are visible in the dashboard library. For more information, see Homepage deprecation.

Simple lists are all converted to the new List element on upgrade.

Playbooks in Workflow Studio

Upgrade information

After you upgrade to Zurich, update the Workflow Studio application in the ServiceNow Store.

Product Catalog Management and Pricing Management

Upgrade information

Pricing Management v15.0.0 provides a default pricing plan that includes new steps to support pricing strategies introduced in this release. If you're using a custom pricing plan from an earlier release, review the default pricing plan, which is in a Retired state after you upgrade. Determine whether you want to publish the default plan or customize the default pricing plan for your needs. The default plan contains new steps for calculating net pricing and roll-up values for configurable products in quotes and orders: Net Price Calculation, Line Rollup, and Header Rollup steps. This pricing functionality existed in previous releases for quotes and orders but wasn’t included in the default pricing plan. To retain this previous functionality for quotes and orders, you must add the Net Price Calculation, Line Rollup, and Header Rollup steps in your custom pricing plan before you publish it for use.

If you used the legacy product configurator previously and want to use the CPQ Configurator, after upgrading set the sn_prd_pm.enable_advanced_configuration system property to true. When set to true, this property enables the CPQ Configurator.

If you want to use AI Search for product catalog searches, before upgrading install ServiceNow Otto for Sales Automation, which includes the plugins needed for AI Search functionality. After upgrading, complete various steps to implement AI Search. These steps include running a scheduled job to set up AI Search and enabling AI Search in the product catalog interface by setting the enable_ai_search_in_catalog system property to true. For details on these configuration steps, see Configuring AI Search for product catalog search.

Public Sector Digital Services

Upgrade information

After the upgrade, certain public sector menus and menu items in CRM Workspace revert to their original CSM label names. You can relabel these items for public sector use by updating the labels for the Customer, Accounts, and Service Organizations UX list category records. For more details on relabeling, navigate to All > Constituent Service > Administration > Guided Setup, and select Configurable Workspace for Public Sector Digital Services > Customize Workspace Labels Manually.

RPA Hub

Upgrade information

Upgrade any of these currently installed Microsoft Software Installers (MSIs) by downloading the RPA applications:

• RPA Desktop Design Studio
• Attended Robot
• Unattended Robot
• Unattended Robot Login Agent

For more information, see Download the RPA applications from RPA Hub.

The following upgrade information is applicable only when you’re upgrading from San Diego or Tokyo to Zurich.

Based on the number of records in the application file table, you may experience a delay while upgrading the RPA Hub applications from Tokyo or earlier releases to Zurich.

Before upgrading RPA Hub to Zurich, you must set the value of the glide.rollback.blacklist.TableParentChange.change system property to false. If this property doesn't exist in the System Property [sys_properties] table, add the property and set its value to false. For more information on how to add a property, see Add a system property.

After you upgrade to Zurich, the bot process definitions change to the new structure, which is the bot process configuration.

Although the bot process configuration doesn't replace the bot process completely, most fields are moved from the bot process to the bot process configuration. If you upgrade to Zurich without updating the system property value, the tables don’t extend the Application File [sys_metadata] table. To update the table changes manually, see the Restructuring RPA Hub tables to sys_metadata in Utah and beyond release [KB1223629] article in the Now Support Knowledge Base.

Retail applications

Upgrade information

Starting with this release onwards, the retail base case has been made abstract. (An abstract case or abstract case type is a base configuration of a case that is intended to be extended by specialized case types rather than used directly.) After upgrading to the Zurich release and for any version updates beginning with the Yokohama release, if you are using the retail base case table you will no longer be able to create new cases or update existing cases. Use the following case types instead:

• Store Inquiry
• Retail Customer Complaint
• In-store Operations
• HQ Communications

You can also extend your own case types. For more information on these changes, see the Impact analysis and guidance: Retail case table updates [KB2216547] article in the Now Support Knowledge Base.

SQL API

Upgrade information

ServiceNow provided customers with a free SOAP‑based ODBC client. If you have an active RaptorDB Pro entitlement, you can migrate to the REST‑based SQL API client by completing the required configuration on both the server and client sides. For more information, see Configure.

Security Posture Control

Upgrade information

For a complete list of the applications that are required to implement Security Posture Control, see Install Security Posture Control. Starting with Zurich Patch 12, Now Assist for Vulnerability Response is being prepared for future deprecation. It will be hidden and no longer installed on new instances but will continue to be supported. For details, see the Deprecation Process [KB0867184] article in the Now Support Knowledge Base. The change is reflected in the name of ServiceNow® products, including Now Assist for Vulnerability Response which is called ServiceNow Otto for Unified Security Exposure Management. See ServiceNow Otto for Unified Security Exposure Management for more information.

Service Exchange

Upgrade information

• Service Exchange version 2.x.x: Which was first released with the Xanadu release, doesn’t support migration of Service Exchange (Legacy) versions.

  Service Exchange (Legacy) version: Before you upgrade to the Zurich release, follow instructions in the Service Bridge for Providers (Legacy) - Migration Utility [KB1499823] article in the Now Support Knowledge Base to migrate your configuration data.

• Service Exchange version 1.x.x: When upgrading, follow the steps in the Upgrade Guide - Service Bridge for Providers and Consumers application (v2.x.x release) [KB1700387] article in the Now Support Knowledge Base to migrate your Service Exchange applications.
• Service Exchange version 2.x.x: Due to the introduction of mismatched version support, new entitlements can’t be activated until both the consumers and providers upgrade to Service Exchange version 2.x.x. Older active entitlements continue to work but new ones can’t be activated.
• When you upgrade to Service Exchange version 2.0.55 with Sales Customer Relationship Management plug-in version 1.0.4, before upgrading the platform to the Zurich release, new Deny ACLs aren't installed. To ensure the Deny ACLs get installed, after upgrading to Zurich, select Repair to reinstall the Service Exchange application.
• When using Service Exchange for Providers and Service Exchange for Consumers in a single instance, you must upgrade both applications simultaneously to the same version to maintain compatibility.
• When you install the Service Exchange application, the Service Exchange Global Script Include is automatically installed or updated on the following platform versions:
  • Washington DC patch 9
  • Xanadu patch 4
  • Yokohama
  • Zurich

Service Observability

Upgrade information

If you have the snc_sow_svcobs.manager role, you must belong to a user groups with a type of srm.

Service Operations Workspace for ITSM

Upgrade information

Ensure that the following applications have compatible upgraded versions:

• Service Operations Workspace ITSM Applications application (sn_sow_itsm_cont)
• Service Operations Workspace ITOM Applications application (sn_sow_itom_cont)

For more information on compatible versions, see Version compatibility between Service Operations Workspace for ITSM and Service Operations Workspace ITOM.

ServiceNow AI Platform core feature

Upgrade information

The dynamic schema application framework has been revised in the Zurich release. If you implemented dynamic schema in Xanadu or Yokohama, the application is automatically migrated to a new framework as part of the upgrade to the Zurich release. For details on the migration, see the Dynamic Schema Zurich Migration Guide [KB2146133] article in the Now Support Knowledge Base.

ServiceNow IDE

Upgrade information

ServiceNow IDE version 2.1.2 is active by default on instances on the Zurich release. Update to ServiceNow IDE version 3.0 or later to use the latest features. For information about updating ServiceNow IDE, see Install or update the ServiceNow IDE.

ServiceNow Otto for CMDB

Upgrade information

The installation (activation) process has changed for the ServiceNow Otto for CMDB v2.1 plugin. See Configure for the new instructions.

ServiceNow Otto for Hardware Asset Management (HAM)

Upgrade information

If you have the procurement_user user role, you can access the help manage hardware asset requests agentic workflow, which includes the following AI agents:

• Hardware asset management sourcing AI agent
• Transfer order creation AI agent
• Purchase order creation AI agent

ServiceNow Otto for IT Service Management (ITSM)

Upgrade information

When you upgrade to the Zurich Patch 4 release, any customizations you may have made to the Now Assist context menu (NACM) won’t be preserved. For more information, see the Community article Upgrade information for the NACM support in Now Assist for ITSM.

The Incident assist agentic workflow is active by default and includes all the capabilities of the [DEPRECATED] Incident assist skill, with enhancements. When you upgrade to the Zurich Patch 8 release, if you have the [DEPRECATED] Incident assist skill activated, consider deactivating it to avoid redundancy. For more information, see Incident assist skill.

Starting with the Australia Patch 2, the Incident assist skill has been deprecated, moved to the Archive section, and is no longer available for use.

ServiceNow Otto for Security Incident Response (SIR) (SIR)

Upgrade information

Note:

The following Now Assist skills, agents, and agentic workflows for ServiceNow Otto for Security Incident Response (SIR) are activated by default:

Skills

• Security incident summarization
• Resolution notes generation
• Post incident analysis
• Security incident recommended actions
• Correlation insights generation
• Security incident quality assessment
• Natural language condition evaluator
• Generate content for shift handover
• Quality assessment report NACM
• Security incident resolution plan
• Security operations metrics analysis

Agentic workflows

• Wrap up security incident
• Resolve security incident
• Generate SIR shift handover report
• Analyze security operations metrics

Agents

• EDR AI agent
• Exchange online integration handling AI agent
• Observable analysis AI agent
• Security incident activities handling AI agent
• Security incident resolution AI agent
• Security incident retrieval AI agent
• Security incident shift handover AI agent
• Security incident wrap up generator AI agent
• Security metrics analysis AI agent

For more information, see AI assets on by default

Note:

Upgrading the Now Assist plugins activates any designated skills that were previously untouched by the customer.

• If you installed the plugins for a skill but never configured it, meaning you never activated it nor adjusted associated roles, any skill on by default is activated on a per skill basis when upgrade.
• If you previously toggled a skill from active and then back to inactive, or updated any roles for that skill, that skill remains inactive when upgrading.
• You maintain full control over deactivating individual skills at any time after activation.

When you update the ServiceNow Otto for Security Incident Response (SIR) (SIR) application, the dependency applications are automatically updated.

For more information about required applications for ServiceNow Otto for Security Incident Response (SIR), see Supporting information.

The AI Search application must be enabled so that the recommended actions skill works for security incidents with ServiceNow Otto for Security Incident Response (SIR). To verify that AI Search is enabled on your instance, navigate to All > AI Search > AI Search Status. Contact support if the page indicates that AI Search isn’t enabled.

ServiceNow Otto

Upgrade information

Customers who have not opted into third-party, large language models may be routed to them during skill execution. If the new model is not provisioned or available in your environment, this will result in skill execution failures. Check the models your skills use within ServiceNow Otto admin console.

If you customized UI actions or other items that are associated with ServiceNow Otto skills, confirm that your customized code is updated with the new skill releases. Otherwise, certain functions might not work as expected.

If you run into issues when you're upgrading a ServiceNow Otto product, see the Issues and mitigation for Now Assist (Generative AI) Applications and Plugin updates [KB1637452] article in the Now Support Knowledge Base. Log in to view the article.

The Zurich release introduces enhanced protections for read‑only fields across the ServiceNow® AI Platform. These changes include a new “read_only_option” field with granular control levels, including “strict_read_only” and “client_script_modifiable". The changes occur in the back-end and maintain backward‑compatible behavior. This update helps strengthen your instance security while preserving the flexibility you need. If you have custom client scripts that modify ServiceNow® ‑owned read‑only fields using g_form.setValue() or g_form.clearValue(), refer to KB2718122. This article provides additional technical details on how to identify affected fields and adjust their settings.

The existing Access Control Lists (ACLs) will be updated to replace the 'admin' role with specific, purpose-driven granular roles within scripts or security attributes. As part of this update, the getRoles() API will be replaced with the hasRole() API for authorization purposes. Additionally, all references to the 'admin' role in the code will be substituted with the new feature-specific granular roles for authorization use cases. Read https://www.servicenow.com/docs/r/platform-security/granular-admin-roles.html to learn more.

ServiceNow SDK

Upgrade information

To upgrade to the latest version of the ServiceNow SDK globally or within an application, see Upgrade the ServiceNow SDK.

ServiceNow SDK version 4.0 supports integration with ServiceNow instances beginning with the Washington DC release.

On Windows systems, after upgrading to ServiceNow SDK version 4.3 or later, existing stored credentials aren’t supported due to the deprecation of Keytar. Users on Windows systems must add their user credentials again using the now-sdk auth --add command to authenticate with instances. For more information, see Authenticate.

Note:

For more information about minor releases of the ServiceNow SDK, see the ServiceNow SDK repository on GitHub.

ServiceNow Studio

Upgrade information

ServiceNow Studio no longer has to be downloaded from the ServiceNow Store. It’s available on the ServiceNow AI Platform by default.

ServiceNow Vault

Upgrade information

To install ServiceNow Vault, the following must be installed:

• Data Discovery
• Data Privacy
• Data anonymization
• Field Encryption
• Zero Trust Access

Note:

Field Encryption, Data Discovery, and Data Privacy can be automatically installed using Vault Console.

Skills Foundation

Upgrade information

You cannot download industry skills data as part of the guided setup.

Software Asset Management

Upgrade information

Starting from the Zurich release, the following workflows are migrated to Flow Designer as flows:

• Reclamation workflow
• Procurement Process Flow - Auto allocation enabled

When upgrading to the Zurich release, a fix script identifies whether the workflows were customized. If you haven't customized the workflows before the upgrade, the fix script deactivates the legacy workflows from the instance and deploys the Flow Designer flows on the instance post-upgrade. If you have customized the impacted workflows in the previous release, the fix script doesn’t deploy the Flow Designer flows on the instance post-upgrade. You can view and access the impacted workflows in the instance after the upgrade. However, the deprecated workflows are considered as custom code and ServiceNow doesn’t support those workflows.

Starting from the Zurich release, the Software Asset Workspace plugin (com.sn_sam_workspace) is moved from the family release to the Software Asset Workspace store application. After upgrading to Zurich, the Software Asset Workspace plugin (com.sn_sam_workspace) is inactivated and the Software Asset Workspace store application (sn_sam_workspace) is enabled in the instance.

When upgrading to the Software Asset Management – SaaS License Management plugin (sn_sam_saas_int) version 16.0.6 or later in the Zurich release, verify that the Software Asset Workspace store app (sn_sam_workspace) is updated to version 9.0.4.

Source-to-Pay Operations Integrations

Upgrade information

Important:

Due to a performance issue identified with the upgrade fix script, the sourcing fix script has been modified. This script will no longer execute automatically during the upgrade process. Instead, it is now delivered as an on-demand job. Administrators must manually execute this job outside of business hours after the upgrade is complete.

Strategic Planning

Upgrade information

After upgrading to Strategic Planning v4.8.0, the existing Investment type and Investment class fields will appear as Investment type (Deprecated) and Investment class (Deprecated) respectively across the Planning page including in the Prioritization and Roadmap views and in the Scenario Planning page. The values from these deprecated fields will be automatically copied to the new Investment type and Investment class fields.

If you previously applied filters or personalized your view using the deprecated fields, you must update those configurations to use the new Investment type and Investment class fields across the workspace—including in the Prioritization and Roadmap views on the Planning page, as well as in the Scenario Planning page.

Subscription Management

Upgrade information

Subscription Management version 5.0 is active by default on all instances of the Zurich release. Update to Subscription Management version 6.1 or later to use the latest features. For more information about updating Subscription Management, see Update an app or plugin.

Synthetic monitoring

Upgrade information

If you want to run monitors using a MID Server as a location, you must restart the MID Server after upgrading.

Third-party Risk Management

Upgrade information

If you’re a VRM user upgrading to TPRM and upgrading to Vancouver or a later release from an earlier release, you must run each upgrade sequentially to ensure that fix scripts run correctly. For example, you must upgrade from Utah to Vancouver, Vancouver to Washington DC, and so on. If the scripts don’t run in the correct order, you can get data inconsistencies, broken functionalities, and conflicts.

After upgrading to version 21.0.x, you can enable the Smart Assessment Engine (SAE) by setting the Smart Assessment Engine enabled (sn_vdr_risk_asmt.sae_enabled) property. After setting this property, Smart Assessment Engine (SAE) becomes the default assessment engine and replaces the legacy experience. The transition isn’t reversible.

Warning:

Set this property in your non-production instances and conduct thorough testing before changing your production instances. Failure to do so may result in unexpected issues.

For more information on upgrading from VRM to TPRM and the differences between the Smart and Classic Assessment engines, see Third-party Risk Management upgrade information.

For existing TPRM customers, after upgrading to version 21.0.3, data from the Industry column in the Company [core_company] table is automatically migrated to the tprm_industry column. Migration can take several hours depending on the number of records in the Company [core_company] table. After migration, a system log message confirms that the migration is complete. Review the Company [core_company] table content and update any customizations referencing the Industry field to use tprm_industry. After verifying the migration and updating customizations, you can drop the Industry column.

The Zurich release introduces enhanced protections for read‑only fields across the ServiceNow AI Platform®. These changes include a new “read_only_option” field with granular control levels, including “strict_read_only” and “client_script_modifiable". The changes occur in the back end and maintain backward‑compatible behavior. This update helps strengthen your instance security while preserving the flexibility you need. Refer to KB2718122 for additional technical details on how to identify affected fields and adjust their settings.

Unified Security Exposure Management

Upgrade information

Unified Security Exposure Management is available to all customers who are entitled to Vulnerability Response. However, migrating to USEM is a major upgrade that introduces a unified architecture for improved performance, scalability, and streamlined workflows. Before upgrading, leverage the Migration assistant for Unified Security Exposure Management that is available as an update set. See the Migration Guidance to Unified Security Exposure Management [KB2556844] Knowledge Base article for more information. This tool provides a guided experience for plugin installation, data mapping, rule migration, and post-migration validation, reducing risk and manual effort. Ensure that all integrations and workflows are reviewed for compatibility before initiating migration. For more information, see Migrating to USEM and Migrate to USEM.

Vulnerability Response

Upgrade information

Starting with Zurich, Patch 12, Now Assist for Vulnerability Response is being prepared for future deprecation. It will be hidden and no longer installed on new instances but will continue to be supported. For details, see the Deprecation Process [KB0867184] article in the Now Support Knowledge Base. The change is reflected in the name of ServiceNow® products, including Now Assist for Vulnerability Response which is called ServiceNow Otto for Unified Security Exposure Management with these enhancements for the new AI experience. See ServiceNow Otto for Unified Security Exposure Management for more information.

If you're currently using Vulnerability Response, and you do not intend to upgrade to Unified Security Exposure Management (USEM), install a version below v30.x of Vulnerability Response and for upgrades to supported third-party integration applications.

The Missing Assets [sn_vul_wiz_missing_asset] table used for storing assets imported by the backfill integrations for the Vulnerability Response Integration with Wiz is deprecated. If you're currently using the Vulnerability Response with Wiz integrations, after updating to new version 1.1, backdate any of your existing Wiz primary integrations by three days and run them. Review more information about the Wiz integration at SecOps articles on the Security Operations Community.

For more information about the released versions of the Vulnerability Response application and the third-party and ServiceNow applications that are compatible with the Zurich release, see the Vulnerability Response Compatibility Matrix and Release Schema Changes [KB0856498] article in the Now Support Knowledge Base.

Zero Copy Connector for ERP

Upgrade information

If you have existing scheduled extractions and have upgraded to Zurich, run the Scheduled Extraction V2 Move fix script to place scheduled extractions in a new table where scheduling is done by the scheduled scripts engine. For detailed steps, see Run fix scripts.