Information Request Playbook release notes

  • Release version: Store
  • Updated June 11, 2026
  • 2 minutes to read
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    Summary of Information Request Playbook release notes

    The Information Request Playbook is a ServiceNow application designed to automate and streamline public records requests. It helps government workers efficiently fulfill these requests while providing constituents with a consistent process to submit and track their requests. The playbook has undergone multiple updates to enhance usability, security, accessibility, and functionality since its initial release in May 2023.

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    Key Features and Enhancements

    • Automation and Guidance: The playbook automates public records requests and guides agents through fulfillment steps for faster, consistent handling.
    • Document Management: Users can now redact sensitive information directly within the playbook (since August 2024) and manage documents linked to cases via a streamlined "Similar Documents" activity that supports multi-document preview and linking/unlinking without leaving the playbook.
    • Security Improvements: Recent releases introduced enhanced security measures, including granular role-based access controls aligning with regional compliance (e.g., Australia security requirements), Query Range ACLs, and Project Greenlight security standards.
    • Accessibility Support: Application labels have been updated to meet ARIA accessibility standards to support users with disabilities.
    • Localization: Added translations to support internationalization and localization as of June 2026.
    • Technical Fixes: Addressed issues such as portal submission errors ("Request not found") and ensured compatibility with Public Sector Digital Services apps after GenAI setup in Zurich Patch 7.
    • Process Automation Updates: Improved automation workflows by removing manual flow data record updates in key playbook activities and promoting important attributes like Fee Waiver details to a base government case entity for better data management.

    What Customers Can Expect

    • A robust and secure application that supports automated public records request processing with ongoing improvements in security and compliance.
    • Enhanced agent productivity via integrated document redaction and improved document management features directly within the playbook interface.
    • A user-friendly experience for constituents submitting requests, with fewer errors and clear status tracking.
    • Greater accessibility and internationalization support to meet diverse user needs.
    • Regular updates addressing system compatibility and performance issues to maintain smooth operation within the ServiceNow ecosystem.

    Version history for the Information Request Playbook 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 2.12.0 - June 2026
    • This release have the following features implemented:
      • 1. Added translations to support localization and internationalization
      • 2. Added enhanced security to achieve Project Greenlight such as Query Range ACLs
    Version 2.11.5 - April 2026
    • Fixed:
      • The Public Sector Digital Services apps appear correctly after performing a GenAI setup in Zurich Patch 7 release. (PRB2005659)
      • Submitting an Information Request case through the portal no longer returns "Request not found", and the agent remains responsive and completes the "Send for Requester Approval" activity. (PRB1963312)
    Version 2.11.0 - March 2026
    This release introduces updates to align the app with Australia security requirements by adopting granular, role‑based access controls.
    Version 2.0.0 - February 2025
    Changed: Updated application labels to support accessible rich internet applications (ARIA) accessibility requirements.
    Version 1.5.0 - November 2024
    Changed: Updated application labels to support accessible rich internet applications (ARIA) accessibility requirements.
    Version 1.4.1 - August 2024
    New: Document redaction capabilities - case agents can now redact sensitive content, data, or entire paragraphs of information from directly within the Information Request playbook.
    Version 1.3.0 - February 2024
    • Changed:
      • Updated the process automation designer (PAD) definition activities so they no longer use manual flow data record updates in the review for exemptions, estimated fees, and legal review playbook activities.
      • Promoted the Fee Waiver and Fee Waiver Justification attributes from the Information Request entity to the Government Base Case entity.
    Version 1.2.2 - November 2023
    Changed: The "Similar Documents" activity is updated to enable users to look up documents from similar cases, preview multiple sets of documents at one time, and link or unlink documents to or from the case from one modal, without having to leave the playbook.
    Version 1.1.1 - August 2023
    New: The Similar Documents activity is updated to allow users to look up documents from similar cases, preview multiple sets of documents at once, and link or unlink documents to/from the case in a single window, without having to leave the playbook.
    Version 1.0.5 - July 2023
    • Fixed
      • Information Request Playbook's trigger license record was added to avoid canceling playbook execution.
      • Guided decisions tree was recreated using the new Guided Decisions builder.
    Version 1.0.2 - May 2023

    Implement the new Information Request Playbook to automate requests for public records, guide government workers to fulfill public records requests quickly and consistently, and streamline the process for constituents to request public records and track the status of their requests.