Financial Services Operations release notes

  • Release version: Store
  • Updated June 11, 2026
  • 12 minutes to read
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    Summary of Financial Services Operations Release Notes

    The Financial Services Operations (FSO) application on the ServiceNow Store provides a comprehensive data model and operational workflows tailored for financial services institutions. It supports a wide range of financial products including banking, insurance, investments, and related transactions. The release notes document ongoing enhancements, new features, fixes, and security updates from the initial launch in 2020 through the latest updates in June 2026.

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    Key Features and Enhancements

    • Financial Data Model Expansion: Continuous extension of tables and models for insurance policies, financial accounts, transactions, investment products, and securities to support diverse financial services use cases such as personal banking, business banking, insurance, and investments.
    • Case Management Improvements: Introduction of Financial Services Case types and integration with the native Customer Service Management (CSM) Case Type Selector for standardized and maintainable case handling.
    • Security and Access Control: Implementation of granular ACLs and role mappings to enforce least-privilege access, with roles such as Financial Services Agent, Requestor, and viewers for policies and transactions.
    • Transaction Enhancements: Addition of new fields and filtering capabilities (e.g., by authorization code, network transaction ID, date ranges) to facilitate precise financial transaction matching, validation, and authorization workflows.
    • Document Processing Automation: Orchestration flows for AI-powered document validation, classification, and extraction to streamline document verification tasks.
    • Claim and Fraud Management: Claim workspace additions with fraud scoring, claim summary, and FNOL representative support to enhance insurance claim processing and fraud detection.
    • Localization and Global Support: Added multi-language translations and improved internationalization of validation messages and client scripts.
    • UI and User Experience: Updates to workspace layouts, activity layouts, responsive display improvements, and new attachment screens to enhance agent and adjuster usability.
    • Integration and Data Migration: Data migration scripts to align with evolving data models, including movement of product and service type data and deprecation of legacy tables and roles.
    • Support for Payment Networks: Inclusion of ACH payment network support and detailed transaction metadata fields such as BIN, ICA, authorization codes, and merchant details.

    Practical Benefits for ServiceNow Customers

    • Enables financial institutions to efficiently manage complex financial products and transactions within the ServiceNow platform, supporting operational workflows across banking, insurance, and investment domains.
    • Enhances security by providing granular role-based access controls to protect sensitive financial and customer data.
    • Improves case and claim management through integration with native CSM capabilities and specialized workspaces for adjusters and agents.
    • Automates document processing to reduce manual effort and accelerate verification steps.
    • Supports compliance and fraud detection with dedicated fraud scoring and decision tables.
    • Facilitates global deployment with multilingual support and localization improvements.
    • Simplifies upgrades and data maintenance with provided fix scripts and streamlined data model transitions.

    What to Expect

    ServiceNow customers implementing Financial Services Operations can expect a mature, evolving solution designed to address the operational complexities of financial institutions. The application delivers rich financial data models, robust security frameworks, and enhanced automation features that collectively improve service delivery, operational efficiency, and regulatory compliance. Regular updates ensure alignment with industry standards and provide new capabilities to meet emerging business needs.

    Version history for the Financial Services Operations Financial Services Operations Core 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 12.2.0 - June 2026
    • New:
      • Added relationships for Insurance policies
      • Added child tables for indexing for Financial Case indexed source
    • Changed: Updated CSR query rule
    Version 12.1.1 - May 2026
    New: Added new fields in Financial transaction authorization and Financial transaction table as part of 26.1 content pack changes for visa and mastercard.
    Version 11.0.4 - May 2026 (Zurich)
    New: Added new fields in Financial transaction authorization and Financial transaction table as part of 26.1 content pack changes for visa and mastercard.
    Version 12.0.0 - April 2026
    • New:
      • Added action layout items for CSR, enhancing the available options for customer service representatives.
      • Introduced new security ACLs and role mappings, strengthening access control and ensuring only authorized users can access sensitive features.
    • Updated: FSO now uses the native CSM Case Type Selector with Agent and User Criteria support, replacing custom extension logic and legacy components to reduce maintenance overhead and standardize case type handling across all user types.
    • Fixed: Provided a glidefix script for Case type selector upgrade scenarios, ensuring a smooth upgrade process.
    • Removed: Removed script includes that are no longer needed, as part of case type selector updates.
    Version 11.0.3 - April 2026 (Zurich)
    • Changed:
      • Enhanced authorization-related transaction retrieval logic to improve transaction data accuracy and completeness.
      • Added translations for multiple languages to support global users.
    Version 11.2.0 - March 2026
    • Updated:
      • Updated the read-only option to 'Strict Read Only' for read-only fields
      • Replaced direct references to the admin role with feature-specific granular admin roles to align with least-privilege access principles.
    Version 11.0.2 - February 2026
    • New:
      • Orchestration flow that automatically triggers AI-powered document validation, classification, and extraction when Document Verification tasks are submitted
      • Flow coordinates document processing by calling Document Processor subflows
    • Changed: Updated task list layout in dispute workspace for better responsive display
    Version 11.0.0 - December 2025
    • New:
      • Financial Transaction Enhancements: Added new fields and additional configurations for financial transactions and authorization, supporting richer data capture and improved financial operations.
      • ACH Payment Network Support: Added support for ACH payment network, including model changes, data broker, and ACL updates for ACH common intake.
    • Changed:
      • Role and ACL Updates: Added sn_doc_processor roles to consumer/customer and updated payment network read ACLs to include consumer and customer roles, enhancing security and access control.
      • Decision Table and ACL Enhancements: Added query range ACL for transaction date fields and updated methods to support transactions by multiple networks.
    • Fixed:
      • Contact Role Assignment: Added business rules and made subflows/action updates to ensure correct contact role assignment, improving data integrity.
      • Choice and Value Corrections: Fixed issues with select choices and value checks, including empty value checks and case mismatches in labels.
      • Inactive Transaction Display: Refactored code to prevent non-active transactions from being displayed in core documents.
    Version 10.0.1 - October 2025
    • New
      • Enhanced Transaction Matching
        • Added new method getMatchingAuthTransactions to identify and retrieve transactions with the same authorization code
        • Implemented support for filtering transactions by network transaction ID
        • Added date range filtering capabilities to narrow down transaction matches
        • Improved transaction search by financial account to support dispute resolution workflows
    Version 9.1.3 - October 2025
    • New:
      • Enhanced Transaction Matching
        • Added new method getMatchingAuthTransactions to identify and retrieve transactions with the same authorization code
        • Implemented date range filtering for transaction searches to improve accuracy and relevance of results
        • Added support for filtering by network transaction ID to better identify related transactions
        • Enabled exclusion of the current transaction from search results to focus on other matching transactions
    • Changed:
      • Improved Localization Support
        • Enhanced client-side scripts with proper message handling for internationalization
        • Updated validation messages to use the getMessage() function for proper translation support
        • Improved user experience for non-English users with properly localized error messages
    Version 10.0.0 - August 2025
    • New:
      • Added new attachments screen to show attachments as the first tab in the side panel
      • Added read ACLs for customers to access B2B accounts (Savings, Checking and Credit card) to support B2B2C/B2B2E
      • Added fields for Issuer BIN, Acquirer BIN, Issuer ICA, and Acquirer ICA to financial transaction table
      • As part of this release, Deny ACLs were introduced on the existing tables. These Deny ACLs will restrict access for unauthenticated users on CRUD Operations
    • Fixed: Fixed query to get numeric currency code
    • Changed:
      • Updated B2B account form views to add consumer
      • Increased length of Network transaction ID to 255
    Version 9.1.0 - May 2025
    • New: Added fields for storing shipping addresses and validating similar transaction logic for friendly fraud in the script include.
    • Fixed: Minor accessibility issues
    Version 9.0.0 - March 2025
    • New: Added new columns to sn_bom_transaction table
    • Changed: Updated cancel playbooks for task function to cancel task playbooks forcefully
    Version 8.0.6 - February 2025
    • Added: Added 'Claim fraud decision', 'Claim validation decision', and 'SIU review' to the Claim Base table
    • Fixed:
      • Added reject rule to fix KMF policy of FSO core
      • Glide script to promote columns
    • Changed: Updated the translation changes for Q1
    Version 7.0.3 - November 2024
    • New:
      • Added Network ID field for Chargeback Reason Codes.
      • Added sn_bom.flow_executor role to the claim core's flow_executor.
      • Updated "Create Document Verification Task for Consumer or Contact" to handle account as well.
      • Added new roles to sn_bom.adjuster and sn_bom.fnol_representative.
      • Added ACLs for Travel Policy tables.
      • Added script include: CommercialTravelPolicyDAO, PersonalTravelPolicy, PersonalTravelPolicyDAO, CommercialTravelPolicy, IncidentTypeDAO, IncidentType.
      • Add tables Personal/Commercial Travel Policy.
      • Added table Incident Type.
      • Added ACLs for Incident Type table.
    • Changed:
      • ClaimAjax and BankingAjax have been made as Sandbox enabled as false.
      • Added new script include BankingQueryAjax with Sandbox enabled as true.
      • Updated UIBDataBrokerUtil to handle coverages for task table as well.
      • Styling changes done for Claim Workspace.
      • Bring back details tab on Claim adjuster record page.
      • Refactored PolicySnapshotGenerator.
      • Refactor Claim Details on Claim Summary.
    • Fixed:
      • Related list for policy snapshot will now show Claim participant instead of policy participant(When claims app is install).
      • Insurance Customer Info page - Added null check in the UX client script to fix the console error.
    • Removed: Removed Card provider field from Chargeback Reason Codes.
    Version 6.0.10 - October 2024
    New: Added liquid assets choice to Business App ID field on Financial transaction table.
    Version 6.0.6 - September 2024
    Fixed: Rendering of add participant button on insurance claim participants widget on core adjuster workspace.
    Version 6.0.2 - August 2024
    • New:
      • Added Insurance policies and Policy Snapshots to the Claim base table.
      • Added Relationship to insured to the Policy participant table.
      • Added Beneficiary type, Allocation percentage, Irrevocable to the Policy participant role table.
      • Added the Beneficiary sub page.
      • Added claim summarization component to the adjuster record page.
      • Added read ACL for sn_bom_case.comments_and_work_notes.
      • Added new common landing page, which enables user to switch between dashboard pages based on access.
      • Added read access for transactions to cardholders.
    • Changed:
      • Modified the adjuster workspace to show/hide playbook based on role and stage.
      • Modified condition to hide the Fraud score tab, Customer Information tab, Claim summary tab for individual life claims app.
      • Modified related lists for individual life policies.
    • Fixed:
      • Fixed Customer central page to show all claims when there is no insurance policy
      • Fixed auto refresh of widgets on the Claim workspace page
    • Removed: Removed header component from all existing landing pages
    Version 5.0.3 - June 2024
    • Fixed:
      • Fixed i18n issue for case type selector
      • Removed invalid query on insurance_policy field in Policy participant table
    Version 5.0.0 - May 2024
    • New:
      • Added extension point implementation to show required service definitions in case type selector model screen
      • Added fix script to migrate data from FSO service definition category (sn_bom_service_definition_category) table to CSM service category(sn_csm_case_types_service_category) and relationship tables
      • Added Currency ISO Code Association table
      • Added the following fields to the Financial Transaction table
      1. Product description
      2. Merchant floor limit
      3. Message reason code
      4. Authorization date
      5. Acquirer country code
      6. Total settled amount currency desc
      7. Avs response code
      8. Cavv authentication results code
      9. CAVV result
      10. Cryptogram
      11. Merchant category code (MCC)
      12. Central processing date
      13. Jurisdiction
      14. Cash back amount
      15. Merchant address
      16. Merchant city
      17. Merchant country
      18. Merchant name
      19. Merchant state
      20. Merchant phone number
      21. Merchant URL
      22. Merchant email
      23. Merchant postal code
      24. Merchant country code
      25. Token
      26. Processing code
      27. POS condition code
      28. Pos terminal capability code
      29. Entry mode
      30. Lodging no-show indicator
      31. CAVV type
      32. Purchase inquiry ID
      33. Visa transaction type
      34. Purchase info available indicator
      35. Visa merchant ID
      36. CVV result
      37. Chip condition code
      38. Market-Specific Data Identifier
      39. ECMOTO
      40. Pos Environment
      41. Proof full chip
      42. Card authentication reliability indicator
      43. Chip transaction indicator
      44. Authorization source code
      45. PIN-Preferred chip code
      46. PIN entry capability
      47. CVV2 result
      48. CVV2 present indicator
      49. Ind for3D secure
      50. Token verification results code
      51. Auth not available in ATR indicator
      52. Reimbursement attribute
      53. Issuer region
      54. Acquirer region
      55. Transaction status
      56. Business application ID
      57. Fee program indicator
      58. RDR eligibility indicator
      59. Purchase inquiry eligible indicator
      60. Visa transaction type short description
    • Changed:
      • Updated case creation model screen from FSO interceptor to CSM case type selector. More details are available in this KB article KB1638995.
      • Modified the type of the following fields from integer to string:-
        • Acquirer Reference Number- Authorization code
        • Modified configuration for localization support
    • Removed:
      • Deprecated FSO service definition category (sn_bom_service_definition_category) table
      • Deprecated category field from Service definition (sn_bom_service_definition) table
      • Deprecated sn_bom.requestor, sn_bom.b2b_requestor, sn_bom.b2c_requestor, sn_bom.fs_requestor roles and related UI actions
    Version 4.2.0 - February 2024
    • New:
      • Added a new activity layout and activity definition for editing list items within playbook activity
      • Added new field Active in the Chargeback reason codes table
      • Added read ACL for Currency table for agent
      • Added new table Merchant Category Code
      • Added new table Payment Network
      • Added new fields Issuer BIN, Product ID, Authorization date time, Network ID, Merchant Name, Network transaction ID, MoTo, Transaction response code, Authorization response code, Transaction categorization, Acquirer reference number, Authorization code, Authorization date time to the Financial Transaction table
      • Added data to the Chargeback reason codes table for card provider VISA
    • Changed:
      • Migrated landing pages, interceptor page and customer informartion pages to UIB layout 3.0
      • Renamed Dispute category choice, Consumer dispute to Customer dispute
      • Upgraded snc-app-parent version to 5.1.0.16
    • Fixed:
      • Fixed the display of the claims details section in the claim workspace
      • Fixed alignment in the policy section in the Customer Information page
      • Fixed the contact policy relationship
    • Removed: Removed Cardholder dispute choice from the Category field in the Chargeback reason codes tables
    Version 3.0.1 - December 2023 (Vancouver)
    • Removed:
      • Removed the 'Generate insured property for policy snapshot" subflow, which was in draft state
      • Removed the 'Generate policy snapshot" subflow, which was in draft state
      • Removed the 'Generate participant for policy snapshot' subflow, which was in draft state
    Version 3.0.0 - November 2023
    • New:
      • Added new string fields Coverage Type and Coverage Value to the Policy Coverage table to support external system integration
      • Added Sold Product column to the Financial Services Base table
      • Added External ID field to the below tables
        • Customer Property
        • Insured property
        • Policy Coverage
        • Policy Participant
    • Changed:
      • Moved card model, personal insurance model, commercial insurance model, group life insurance model, individual life insurance model, financial services model, deposit model, loan model, investment model, loan model and lines of credit model tables to Expanded Model and Asset Classes application.
      • Added Fix script to move the data from existing model tables to new model tables.
      • Data from product code & product type fields in model tables will be moved to model number & service type field
      • Data from start date & end date fields in model tables will be moved to service model lifecycle records
      • Added required sn_ent model viewer roles to existing financial account viewer roles
      • Renamed Policy Participant Insured Property to Policy Participant Role
      • Renamed External System ID to External ID in the Financial Account and Insurance Policy table
    Version 2.2.0 - August 2023
    • New
      • Added Claim workspace for the adjuster to view the claim details, fraud score, and claim summary
      • Added FSO default record page for adjuster workspace
      • Added a new summary page for claim case
      • Added a new page for claim fraud score
      • Added ""Incident Location"" field on the Claim base table
    Version 2.1.0 - May 2023
    New:
    • Added UX page properties for the Agent Assist on Voltron record page.
    • Added screen collection entries for the 'Customer Information' (Customer 360) on Voltron page.
    • Added Fault rating field to Claim Base table.
    • Added spoke selector subflow to lookup claim fraud score data.
    • Added Fraud score reference to Claim Base table.
    • Added role fraud_score_reader to processor and adjuster.
    • Added decision table to specify line of business.
    • Added UI component to display claim fraud score in the contextual side bar.
    Version 2.0.2 - March 2023
    Fixed: Fixed insurance policy viewer role hierarchy to read policy data.
    Version 2.0.1 - February 2023
    • New:
      • Added a new role "sn_bom.relationship_contributor"
      • Added report date to customer information list view
      • Added new column 'Category' to the transaction table
    • Changed:
      • Renamed role "sn_bom.b2c_contributor" to "sn_bom.consumer_contributor"
      • Renamed role "sn_bom.b2b_contributor" to "sn_bom.account_contributor"
      • Renamed claim base State field to Status
      • Updated contributor roles
      • Updated UI actions for case
    Version 1.9.0 - November 2022
    • New:
      • Added the business location functionality
      • Added the claim information to the customer information page
      • Added claim payment approval process
      • Added FNOL representative landing page
      • Added role sn_bom.location_manager_contributor
      • Added landing page for Location manager
      • Added spoke selector configuration for JHA
    • Changed: Updated label for the table 'Claim Policy Base' to 'Claim Base'
    • Fixed: Fixed labels for lines of credit tables
    Version 1.8.0 - August 2022
    New: Added new tables to support Individual and Group life insurance use cases
    Version 1.7.0 - May 2022
    • New:
      • Added dependency to new Document Processor application to collect and verify customer documents
      • Agent and contributor inherit document collector role from Document Processor
    Version 1.6.2 - March 2022
    New: Ability to model coverages and coverage options for all types of insurance policies
    Version 1.5.1 - October 2021
    • New:
      • Added table for Investment Product Model extending Product Model
      • Added table for Investment Account extending Sold Product
      • Added table for Investment Transaction extending Financial Transaction
      • Added the following tables for Securities Holdings:
        • Holding
        • Holding Lot
      • Added the following tables for Securities:
        • Security
        • Stock
        • Option
        • Bond
        • ETF
      • Added the following roles to view Investment products, Investment accounts, Transactions, Holdings, and Securities:
        • Investment account viewer
        • Security viewer
      • Added menu modules for Investment account and Securities
    • Changed: Restructured Financial Services Operations menu modules
    Version 1.4.0 - July 2021
    • New:
      • Added table for Financial Services Model extending Product Model
      • Added tables for Financial Services: Wire Service and RDC Service
      • Added roles for each type of Financial Services and Financial Services Models
    Version 1.3.1 - May 2021
    • Changed:
      • Industry core application dependency version has been updated
      • Re-parenting of task, sold product and transaction tables
    Version 1.3.0 - April 2021
    • New:
      • Extended product model table to create Auto Insurance Product and Homeowner Insurance Product tables Extended financial account table to create Auto Insurance Policy and Homeowner Insurance Policy tables
      • Extended financial transaction table to create Insurance Policy Transaction tables
      • Added the following roles to view insurance product, insurance policies, and transactions:
        • Insurance policy viewer
        • Auto policy viewer
        • Homeowner policy viewer
    Version 1.2.0 - March 2021
    • New:
      • Added new case type: Financial Services Case
      • Added new roles: Financial Services Agent, Financial Services Requestor
    Version 1.1.0 - December 2020
    • New:
      • Personal Banking - Data model extended to support financial accounts, associated financial transactions, and the corresponding product model for Student Loans for Personal Banking
      • Business Banking - Data model extended to support financial accounts, associated financial transactions, and the corresponding product models for:
        • Business checking/savings account
        • Business loans like term loans and equipment loans
        • Business line of credit
    Version 1.0.4 - September 2020
    Provides a Financial Services data model that is used in Financial Services Operations workflows. This includes Financial Accounts, Financial Product Models, and Financial Transactions.