--- sourceDocument: Store Version History Release Notes sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/store-release-notes Release : - store ft:locale : - en-US ft:publication_title : - Store Version History Release Notes ft:clusterId : - rnst bundleId : - rnst --- # Simplified IT Service Management release notes # Simplified IT Service Management release notes {#ariaid-title1} Release version: Store Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Version history for the ServiceNow® Simplified IT Service Management application on the ServiceNow Store. Important: For details on system requirements and family compatibility, view the application listing on the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) website. Version 3.3.1 - September 2026 : * New: * AppSee telemetry integration * Track real-time usage patterns and user interactions across the ITSM Fulfiller Experience UI pages to optimize experience and identify adoption gaps. {#store-rn-itsm-ai-native-itsm__ul_gbv_dxz_mkc} {#store-rn-itsm-ai-native-itsm__ul_abv_dxz_mkc} Version 3.2.3 - August 2026 : * New: * Simplified request experience for order guides on Employee Center: For requests submitted through order guides, employees see the parent Request (REQ) as the primary entity in the order confirmation page, My Requests list, and activity filtering. Approval workflows for these order guide requests and email notifications operate at the REQ level, providing a unified view of multi-item requests. * Simplified Request on Employee Slate: Initial support for the simplified request experience on Employee Slate, enabling request simplification for both new and upgrade customer paths. {#store-rn-itsm-ai-native-itsm__ul_psh_j4c_ckc} Version 3.1.1 - July 2026 : * New: * Admin experience for Gmail inbound email configuration. The Product Configuration Console supports inbound email setup for Google alongside the ServiceNow account option. * Admin experience to manage and switch over to Employee Slate as primary engagement experience for Incident and Request Management notifications. * AI-assisted incident reassignment: routing logic that helps L1 agents pick the right L2 group to escalate to. * Changed: Admin experience Categorization and Routing agent enhancements. Minor functional refinements such as improving the accuracy of suggested categories, subcategories, and routing rules and the ease of configuring them. * Fixed: * For fulfiller experience: * Chat Reply Recommendation skill now includes the portal selection step during activation, closing the parity gap with Chat Summarization. * The Service Operations Workspace interaction record now shows both Transcript and Internal Transcript fields when both are added to the view. * The Related Records tab now shows Change and Problem fields for Prime and Advanced AI-Native IT Service Desk SKUs, and UI Action drop-downs are SKU-aware. * The VIP icon for the caller field now appears in the Record Information tab of the Service Operations Workspace side panel for custom Highlighted Value conditions. Version 3.0.2 - June 2026 : * New: * Employee experience: Front door employee experience (Employee Slate): a conversation-first portal with a unified Activity Hub displaying open incidents and requested items, fulfillment progress, a Needs Attention area, and a simplified Request experience. * Fulfiller experience: Catalog tasks on the landing page: IT agents can track catalog tasks alongside incidents and requests on the fulfiller homepage. * Admin experience * Expand to Service Operations: a guided upgrade path adds Major Incident, Problem, On call, and Walk up Management, with one-click install and direct navigation to admin setup. * Employee Slate IT Service Management onboarding: the configuration console includes the Employee Slate setup task as part of IT Service Management onboarding. * CMDB onboarding: the configuration console includes configuration item setup task as part of IT Service Management onboarding. * Changed: * Fulfiller experience * Embedded Now Assist enhancements: the incident record card now surfaces contextual actions at resolution: draft or attach a knowledge article, propose a major incident, create change or problem records, and share resolution steps with the requester. Actions appear only when relevant to the incident context. * Incident form layout: updates to the Incident details layout, including the position of Attachments and Configuration Items on the form. * Admin experience * AI agent improvements: improvements to the AI agents that help configure routing rules, categories, and subcategories. * Configuration console setup tasks: updated header and footer for a consistent experience and clearer understanding of each task. Version 2.1.0 - May 2026 : * Changes: * AI Approval Assistant helps managers review and act on incoming approval requests. * Fixes and stability improvements for AI Agent workflows used by service desk agents, including ticket triaging and response generation * Improvements to AI Agents for setup and configuration. Version 2.0.1 - April 2026 : * Enable an AI-first comprehensive admin, employee, and fulfiller experience for ITSM workflows. * Admin: An AI-first centralized and intuitive admin experience that enables customers to configure their ITSM workflows to meet their business needs. * Employee: An AI-first comprehensive employee experience focused on a simplified Core IT portal with an AI chat first approach to find answers, order items, check status, and create incidents. * Fulfiller: An AI-first efficient IT support experience to support multi-channel IT support with a focus on simplified incident and request management. {#store-rn-itsm-ai-native-itsm__ul_cvb_b5q_v3c}