ITSM Virtual Agent Conversations release notes

  • Release version: Store
  • Updated March 12, 2026
  • 7 minutes to read
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    Summary of ITSM Virtual Agent Conversations Release Notes

    The ITSM Virtual Agent Conversations release notes detail the enhancements and bug fixes for the ServiceNow ITSM Virtual Agent, with the latest update being version 9.3.2 released in March 2026. This release focuses on improving user experience and operational efficiency for ServiceNow customers by addressing issues and introducing new features.

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    Key Features

    • Version Updates: Each version includes bug fixes, new features, and deprecated topics, enhancing functionalities like meeting management, issue resolution, and notification systems.
    • Pre-built Topics: New topics such as "Manage Meeting EXO" and expanded language support improve usability for diverse user bases.
    • Deflection Tracking: Implemented across various topics to enhance analytics and measure the effectiveness of the Virtual Agent's assistance.
    • AI Enhancements: Integration of AI Search capabilities for better resolution of incidents and a more intuitive user experience.

    Key Outcomes

    ServiceNow customers can expect a more reliable and feature-rich Virtual Agent that streamlines service requests and incident management processes. The updates are designed to minimize errors, enhance communication, and support operational tasks efficiently, ultimately leading to improved service delivery and user satisfaction.

    Version history for the ServiceNow® ITSM Virtual Agent Conversations on the ServiceNow Store.

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

    Version history

    Version 9.3.2 - March 2026
    Fixed: GlideDateTime objects display inconsistent date formats when queried across different records in the same table.
    Version 9.3.1 - December 2025
    • Fixed: Fixed Virtual Agent templates appearing on incident forms.
    • Removed: Remove deprecated Virtual Agent topic: “Get Password Reset Link.”
    Version 9.2.4 - May 2025
    Fixed minor bugs.
    Version 9.2.3 - November 2024
    Fixed: Error while publishing the "Add Comment To Incident" topic.
    Version 9.2.2 - August 2024
    Fixed: Resolved issue where text input control is sending topic Sys_Id as plain text instead of prompt.
    Version 9.2.1 - February 2024
    Fixed: Resolved issue where walkup appointment details card was showing invalid date errors
    Version 9.2.0 - November 2023
    Changed: Renamed actionable notification topics to be easier to read.
    Version 9.1.0 - August 2023
    • New:
      • Added available pre-built topics and plugin dependencies content in the Virtual Agent Designer.
      • Added email templates for Issue Auto Resolution.
      • Enabled dialog act for pre-built topics.
    • Fixed:
      • Resolved issue with activating actionable notification flows.
      • Updated category for actionable notifications.
      • Updated Schedule Meeting EXO topic to handle multiple user records issue.
    Version 9.0.1 - May 2023
    • New: Enabled AI Search capability to Issue Auto Resolution incident record
    • Changed: Refactored topics to use newer message localization method
    Version 8.2.1 - February 2023
    • New:
      • New topic, Manage Meeting EXO v1.0 to help user manage their meeting.
        • Schedule a meeting
        • Reschedule a meeting
        • Cancel one/all meetings
    • Changed: Manage Meeting EXO topic has been marked deprecated
    Version 8.1.2 - November 2022
    New: Deflection nodes added to Manage Walk-up (Template) topic to instrument whether the users were helped while using the topic.
    Version 8.0.1 - August 2022
    • New:
      • Self service topic to help users manage their Walk-up check-ins and appointments. 'Manage Walk-up (Template)' will help requesters check in to a queue, or book an in-person/remote appointments or manage their appointments from Virtual Agent Conversation.
      • Separate topic blocks to take the required action on Walk-up appointments and check-ins
        • Walk-up Check-in
        • Schedule Walk-up Appointment
        • Reschedule Walk-up Appointment
        • Cancel Walk-up Appointment
    • Changed:
      • Walk-up Check-in (Template) topic and its associated NLU intent has been deprecated.
      • Submit A Request (Template) topic and its associated NLU intent has been deprecated
    Version 7.1.4 - July 2022
    • Fixed:
      • Minor issues with OOB topics fixed
        • Walk-up Check-in
        • Submit a Request
        • Create Office 365 Group
    Version 7.1.2 - May 2022 (San Diego)
    • New:
      • Multi-language support: Mapped ITSM prebuilt topics to new languages supported by ITSM Virtual Agent.
        • French Canadian
        • Dutch
      • Troubleshoot Slow Computer (Agent Clicent Collector) topic helps end users fix their slow computer using Virtual Agent. Topic is built using Agent Client Collector (ACC) for automated remediation.
      • Deflection tracker: Deflection tracker added to topics to save time. New deflection tracker has been added to prebuilt topics catering to fulfillers and requester topics.
    • Changed:
      • Updated Walk-up Checkin topic to include entity recognition.
      • Updated Manage Meeting (EXO) topic to enable Webex online meeting scheduling, using Manage Meeting topic.
      • Updated Set OOO reply Exchange Online (Template) to include entity recognition to identify the dates when a user will be out of office.
      • Updated Set OOO reply Exchange Server (Template) to include entity recognition to identify the dates when a user will be out of office.
    Version 6.5.3 - May 2022 (Rome)
    • Fixed:
      • Submit a Request:
        • Issue with showing images for catalog items on the Virtual Agent bot
        • Inactive catalog item being surfaced on search
    Version 6.4.1 - February 2022
    • New: Mapping of ITSM OOB Topics to new Language Models (Spanish, Japanese, Italian, Chinese (Simplified), Brazilian Portuguese & Korean)
    • Changed: Updated 'Submit a Request' topic to utilize the new entity and vocabulary source to improve catalog search
    Version 6.3.4 - December 2021
    • New:
      • Provision Citrix Desktop/Application: Helps users get a new Citrix desktop or applications provisioned.
        • New topics:
          • Provision Citrix Desktop/Apps (Template)
          • _citrix_workspace_provision_
        • New Notification: Citrix provision notification
        • Functional dependency: Citrix IT Service Management Connector
      • Manage Meeting (MS Exchange Server): Helps on-prem users to schedule, reschedule, and cancel meetings.
        • New topic: Manage Meetings EXS (Template)
        • Functional dependency: Microsoft Exchange Server
      • Windows 365 Cloud PC: With this update, any request for Windows 365 Cloud PC would require an approval from manager before getting provisioned.
        • Topic Updated: Windows 365 Cloud PC (Template)
        • Flow created for approval: Request Windows 365 Cloud PC
        • Catalog Item: Windows 365 Cloud PC
        • Functional dependency: Azure AD
    Version 6.2.3 - November 2021
    • Fixed:
      • Fixes for book Conference Room EXO and EXS topics
      • MS Teams Custom control is shipped as active
    • Changed:
      • Updated Create Change Request and Create Problem topics to show Configuration Item (CI) list
      • Updated RSA Token topic to support device entity
      • Changes to GuestWifiAccess Topic, Submit a Request, Check IT Ticket Status topics
      • Updated content for Troubleshoot MS teams topic block
    Version 6.2.0 - October 2021
    • New:
      • New topic: Local Admin Access – ACC (Template) - Helps user get admin access on their MAC device. The agent (Agent Client Collector i.e. ACC) running on the user's device provides the access automatically.
      • New actionable notification: Software Installation
    • Changed:
      • Add User To Office 365 Group (Template): Add multiple users simultaneously
      • Deflection tracker added to below self-service topics:
        • Local Admin Access (Template)
        • Book Conference Room EXO
        • Book Conference Room OnPrem (Template)
        • My Assigned Equipment (Template)
        • Service Disruptions (Template)
        • Open IT Ticket 2.0 (Template)
        • VPN Connectivity (Template)
        • Check IT Ticket Status (Template)
        • Escalate IT Ticket (Template)
        • Meeting Room Issues (Template)
        • Guest Wifi Access (Template)
        • Walk-up Check-in
        • Process Approval (Template)
        • Submit a request (Template)
    Version 6.1.2 - September 2021
    • New:
      • Windows 365 Cloud PC (Template) topic helps users provision a Windows 365 Cloud PC from Virtual Agent conversation.
      • MS Teams custom control: User can fill out all the details of a meeting before checking for availability and setting up the meeting.
    • Changed:
      • Deflection Tracker added to topics to improve the Virtual Agent Analytics:
        • Email Setup (Template)
        • Repository Access (Template)
        • RSA Token (Template)
        • Get Zoom Meeting Recording (Template)
        • Email Issues (Template)
        • Printer Issues (Template)
        • Collaboration Applications (Template)
        • Hardware Issues (Template)
        • Add User to AD Group (Template)
        • Remove User from AD Group (Template)
        • Create AD Distribution Group (Template)
        • Show My AD Group Membership (Template)
        • Add Owner to Office 365 Group (Template)
        • Remove Office 365 group Owner (Template)
        • Create Office 365 Group (Template)
        • Add User to Office 365 Group (Template)
        • Remove Office 365 group Users (Template)
        • Get Office 365 Group Details (Template)
    Version 6.0.4 - July 2021
    • New: Mapped topics to French and German NLU model intents
    • Changed: Actionable notification framework upgrade
    • Removed: Manage Distribution List VA topic (Deprecated)
    Version 5.4.1 - June 2021
    • New: Topic Block to add MS team meeting link
    • Changed:
      • Create Zoom Meeting Link (Template)
      • Set OOO reply Exchange Server (Template)
    Version 5.3.1 - May 2021
    • New: Manage meeting topic to schedule, reschedule and cancel any meeting as a host
    • Change: Customisable OOO message for Exchange Server
    Version 5.2.3 - April 2021
    • New:
      • Actionable Notifications
        • Approve Topic
        • Reject Topic
        • Show Details Topic
      • Hardware Issues Topic
      • Incident Auto Resolution and Topic Mapping
    • Changed:
      • Get Zoom Meeting Recording Topic
      • Exchange Online Topics
        • Set OOO Automatic Reply EXO
      • Exchange Server Topics
        • Set OOO Automatic Reply OnPrem
    Version 5.1.3 - March 2021
    • New:
      • Actionable Notifications
        • Approver - Request Approval Notification
        • Approver - Requested Item Approval Notification
        • End User - Request Open on Behalf Of
    • Changed:
      • Updated existing Get Zoom Meeting Recording topic to provide option for sharing recording to calendar invite attendees.
      • Refactored additional topics to leverage Rich Text Editor.
      • Flagged Get Password Reset Link topic for deprecation.
    Version 5.0.3 - February 2021
    • New:
      • Get Zoom Meeting Recording Topic
      • Actionable Notifications
        • Incidents
          • Service Desk opened incident on behalf of user
          • Knowledge base article attached
          • New Comments
          • Incident Resolved
        • Requested Item - Comments
      • Added support for Incident Auto-Resolution topics
    • Changed:
      • Refactored existing topics to leverage Rich Text Editor
    Version 4.2.3 - January 2021
    • New:
      • Exchange Online TopicsBook Conference Room EXO
      • Exchange Server TopicsBook Conference Room OnPrem
    • Fixed: Resolved minor translation issues with topics.
    Version 4.1.3 - December 2020
    • New:
      • Microsoft Active Directory Group Management Topics
        • Create Distribution List
        • Add User to a Distribution List
        • Remove User from a Distribution List
        • Show Membership Details
      • Exchange Online Topics
        • Set Email Auto Reply
      • Exchange Server Topics
        • Set Email Auto Reply
      • Collaboration Software Troubleshooting Topic
      • Topic Blocks
        • Add Zoom online meeting link to meeting
        • MS Teams Troubleshooting
        • Cisco Webex Troubleshooting
    Version 4.0.5 - November 2020
    • Changed: Minor changes to error display messages
    • Removed: Search KB topic was removed to prevent conflicts with the Search Fallback topic
    Version 4.0.3 - October 2020
    • New:
      • Office 365 Group Management Topics
        • Create Office 365 Group
        • Add User to Office 365 Group
        • Remove Office 365 Users
        • Add Owner to Office 365 Group
        • Remove Office 365 Group Owner
        • Get Office 365 Group Details
    • Changed: Updated existing topics to leverage reference choice input control
    Version 3.0.4 - July 2020
    • New:
      • 5 additional intelligent and dynamic conversation flows to improve user experience.
      • Pre-built Predictive Intelligence clustering solution definitions to help identify ITSM Virtual Agent conversations that can best support your business.
      • ITSM Virtual Agent notifications to automatically notify users on the status of incidents and requests. Full release notes can be found below. https://docs.servicenow.com/bundle/paris-release-notes/page/release-notes/it-service-management/itsm-virtual-agent-rn.html