Technology Product Support Case release notes

  • Release version: Store
  • Updated June 11, 2026
  • 6 minutes to read
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    Summary of Technology Product Support Case release notes

    The Technology Product Support Case application is designed to enable Telecommunications, Media, and Technology companies to provide efficient support for digital products and services. It includes specialized case types, record pages, playbooks for CSM Configurable Workspace, and a portal experience for both agents and customers to report and communicate issues.

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    Key Features

    • Dedicated case type: Tailored for technology product support needs.
    • Agent workspace: Record page and playbook designed for CSM Configurable Workspace to assist agents in researching and resolving customer issues.
    • Portal experience: Enables seamless communication and issue reporting between customers and support agents.
    • Diagnostics and resolution tasks: UI support for diagnostics tied to product models, with subsequent creation of resolution tasks based on diagnostic outcomes (introduced February 2025).
    • AI enhancements: Recommended actions appear in the contextual side panel with AI Search results; AI Search scope expanded to include the ‘Subject’ field for high-tech cases (introduced August 2025).

    Platform Compliance and Security Enhancements

    • Recent releases (versions 4.1.2, 4.2.2, and 4.3.2 in June 2026) focus on platform compliance including enforcement of default-deny agentic AI ACLs, cross-scope access enforcement, and CSRF protection on public APIs.
    • Security hardening by embedding query ACLs into the product source code minimizes the need for customers to re-run audits after installation or upgrades.
    • Platform readiness with support for Java 21 compilation and related framework upgrades ensures compatibility with the latest ServiceNow platform standards.
    • Accessibility improvements meeting WCAG 2.2 AA standards with support for 400% zoom and reflow enhance usability for all users.

    Bug Fixes and Quality Improvements

    • Fixes related to test execution, such as correct triggering of test re-runs in various workspaces and scheduler timing adherence.
    • Resolved issues with validation, ensuring mandatory fields must be filled before re-running flows.
    • Improved access controls allowing Tech Support Agent role users to view diagnostic activity tabs.
    • Enhancements to the Service Portal, including updates to the record producer for better user experience.

    What Customers Can Expect

    ServiceNow customers using the Technology Product Support Case application can expect a secure, compliant, and accessible support system that aligns with the latest platform standards. The application facilitates streamlined case management tailored for technology products, enriched agent tools, and improved AI-driven assistance. Ongoing updates prioritize security, compliance, user experience, and platform compatibility without introducing disruptive feature changes in recent releases.

    Version history for the Technology Product Support Case application 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 4.3.2 - June 2026 (Australia)
    • No new features are being released in this version. This release focuses on platform compliance, security hardening, and quality improvements to keep the application current with the latest platform standards.
      • Platform compliance — Updates to meet platform-wide security directives including default-deny agentic AI ACLs, cross-scope access enforcement, and CSRF protection on public APIs.
      • Security & ACL hardening — Embedded query ACLs directly into product source code, eliminating the need for customers to re-run audits after install or upgrade.
      • Platform readiness — Java 21 compile support and related framework upgrades to stay current with the underlying platform.
      • Accessibility — WCAG 2.2 AA + 400% zoom/reflow support — Now meets the accessibility bar for this release.
    Version 4.2.2 - June 2026 (Zurich)
    • No new features are being released in this version. This release focuses on platform compliance, security hardening, and quality improvements to keep the application current with the latest platform standards.
      • Platform compliance — Updates to meet platform-wide security directives including default-deny agentic AI ACLs, cross-scope access enforcement, and CSRF protection on public APIs.
      • Security & ACL hardening — Embedded query ACLs directly into product source code, eliminating the need for customers to re-run audits after install or upgrade.
      • Platform readiness — Java 21 compile support and related framework upgrades to stay current with the underlying platform.
      • Accessibility — WCAG 2.2 AA + 400% zoom/reflow support — Now meets the accessibility bar for this release.
    Version 4.1.2 - June 2026 (Yokohama)
    • No new features are being released in this version. This release focuses on platform compliance, security hardening, and quality improvements to keep the application current with the latest platform standards.
      • Platform compliance — Updates to meet platform-wide security directives including default-deny agentic AI ACLs, cross-scope access enforcement, and CSRF protection on public APIs.
      • Security & ACL hardening — Embedded query ACLs directly into product source code, eliminating the need for customers to re-run audits after install or upgrade.
      • Platform readiness — Java 21 compile support and related framework upgrades to stay current with the underlying platform.
      • Accessibility — WCAG 2.2 AA + 400% zoom/reflow support — Now meets the accessibility bar for this release.
    Version 4.3.0 - April 2026 (Australia)

    The Technology Product Support Case application enables technology companies to provide support for digital products and services.

    The Technology Product Support Case application includes the following features:

    • A case type dedicated to technology product support case needs.
    • A record page and a playbook experience for CSM Configurable Workspace that agents can use to research and resolve customer issues.
    • A portal experience that agents and customers can use to report issues and communicate with each other.
    Version 4.2.0 - April 2026 (Zurich)
    • The Technology Product Support Case application enables technology companies to provide support for digital products and services.
    • The Technology Product Support Case application includes the following features:
      • A case type dedicated to technology product support case needs.
      • A record page and a playbook experience for CSM Configurable Workspace that agents can use to research and resolve customer issues.
      • A portal experience that agents and customers can use to report issues and communicate with each other.
    Version 4.1.0 - April 2026 (Yokohama)
    • The Technology Product Support Case application enables technology companies to provide support for digital products and services.
    • The Technology Product Support Case application includes the following features:
      • A case type dedicated to technology product support case needs.
      • A record page and a playbook experience for CSM Configurable Workspace that agents can use to research and resolve customer issues.
      • A portal experience that agents and customers can use to report issues and communicate with each other.
    Version 3.10.8 - March 2026 (Australia)
    For this release, we have not developed any new features.
    Version 3.10.6 - March 2026 (Zurich)
    For this release, we have not developed any new features.
    Version 3.10.4 - March 2026 (Yokohama)
    For this release, we have not developed any new features.
    Version 3.8.1 - December 2025 (Yokohama)
    • Developed Sentiment Analysis alongside the description feature.
    • Granular admin Security Directive implemented to restrict access of feature only to Granular admin not system admin
    Version 3.7.1 - December 2025 (Xanadu)
    • Developed Sentiment Analysis alongside the description feature.
    • Granular admin Security Directive implemented to restrict access of feature only to Granular admin not system admin
    Version 3.6.0 - August 2025
    • Bug fixes:
      • Test Re-run Issue: The Re-Run icon now correctly triggers test execution in CSM/FSM Workspace and SOW Workspace.
      • Diagnose Activity Access: Tech Support Agent role users can now view Diagnose Activity tabs under Diagnostic Tasks.
      • Validation Fix: Users can no longer re-run flows in Pending for inputs without filling mandatory fields.
      • Test Characteristic Sync: Mandatory characteristics now sync properly in the re-run window for Pending for input state.
      • TPSC Record Producer: Improvements applied to the Service Portal version of the record producer.
      • Scheduler Fix: Incident, Change, HI-TEC and SPC test runs now respect scheduler timings and no longer run instantly.
    • Updates:
      • AI Recommendations: Recommended Actions now appear in the Contextual Side Panel with AI Search results.
      • AI Search Scope: AI Search now includes the Subject' field for High-Tech cases by default.
      • Changes in the TPSC record producer on the service portal
      • Included all changes from the Telecom Zurich release to maintain alignment across products.
    Version 3.5.0 - August 2025 (Yokohama)
    • Bug fixes:
      • Test Re-run Issue: The Re-Run icon now correctly triggers test execution in CSM/FSM Workspace and SOW Workspace.
      • Diagnose Activity Access: Tech Support Agent role users can now view Diagnose Activity tabs under Diagnostic Tasks.
      • Validation Fix: Users can no longer re-run flows in Pending for inputs without filling mandatory fields.
      • Test Characteristic Sync: Mandatory characteristics now sync properly in the re-run window for Pending for input state.
      • TPSC Record Producer: Improvements applied to the Service Portal version of the record producer.
      • Scheduler Fix: Incident, Change, HI-TEC and SPC test runs now respect scheduler timings and no longer run instantly.
    • Updates:
      • AI Recommendations: Recommended Actions now appear in the Contextual Side Panel with AI Search results.
      • AI Search Scope: AI Search now includes the 'Subject' field for High-Tech cases by default.
      • Changes in the TPSC record producer on the service portal
      • Included all changes from the Telecom Zurich release to maintain alignment across products.
    Version 3.4.0 - August 2025 (Xanadu)
    • Bug fixes:
      • Test Re-run Issue: The Re-Run icon now correctly triggers test execution in CSM/FSM Workspace and SOW Workspace.
      • Diagnose Activity Access: Tech Support Agent role users can now view Diagnose Activity tabs under Diagnostic Tasks.
      • Validation Fix: Users can no longer re-run flows in Pending for inputs without filling mandatory fields.
      • Test Characteristic Sync: Mandatory characteristics now sync properly in the re-run window for Pending for input state.
      • TPSC Record Producer: Improvements applied to the Service Portal version of the record producer.
      • Scheduler Fix: Incident, Change, HI-TEC and SPC test runs now respect scheduler timings and no longer run instantly.
    • Updates:
      • AI Recommendations: Recommended Actions now appear in the Contextual Side Panel with AI Search results.
      • AI Search Scope: AI Search now includes the Subject' field for High-Tech cases by default.
      • Changes in the TPSC record producer on the service portal
      • Included all changes from the Telecom Zurich release to maintain alignment across products.
    Version 3.3.0 - February 2025
    • New features:
      • Ux work to show Diagnostics test definition with the product model - UI capability to support diagnostics as a capability for troubleshooting purposes.
      • Resolution tasks to be shown post the diagnostics - Test and Diagnostics outcome should result in the creation of the resolution task.
    Version 1.1.2 - November 2024
    • Fixed:
      • Health scan Defect - HealthScan issue reported Report View ACL on the table sn_tech_product_support_case_type_category.
      • Install base version dependency on Glide
    Version 1.0.0 - May 2024
    The Technology Product Support Case application is included in the Technology Provider Service Management and Telecommunications Service Management products. The ServiceNow & Technology Product Support Case application enables Telecommunications, Media, and Technology companies to support digital products and services. Features for this application include Case Type, Record Page, Playbook, and Record Producer.