Proactive Service Experience Workflows release notes

  • Release version: Store
  • Updated June 11, 2026
  • 8 minutes to read
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    Summary of Proactive Service Experience Workflows Release Notes

    The Proactive Service Experience Workflows application enhances ServiceNow’s Telecommunications Service Management by improving incident, change, and problem management workflows with a focus on proactive customer service. Since its initial release in September 2020, the application has evolved to support advanced analytics, security enhancements, and platform compliance, aligning with ServiceNow’s latest standards and platform updates.

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    Key Features and Updates

    • Customer Impact Tab: Introduced in versions 8.1.2 to 8.3.2 (April to June 2026), this dedicated tab for Incident, Change, and Problem records offers a user experience designed to clearly highlight customer impact, supporting telemetry and diagnostics.
    • Diagnostic Framework Support: Added in the Service Operations Workspace Incident form (versions 7.5.0 to 7.7.0 in 2025), enabling better incident diagnostics within the workspace.
    • Platform Compliance and Security Hardening: Recent releases (8.1.4 to 8.3.4 in 2026) focus on meeting platform-wide security directives such as default-deny agentic AI ACLs, cross-scope access enforcement, CSRF protection on public APIs, embedding query ACLs into source code, and Java 21 compile support. Accessibility compliance with WCAG 2.2 AA and enhanced zoom/reflow support has also been achieved.
    • Email Template Notifications: The traditional notify feature has been deprecated and replaced by customizable email templates that generate messages based on record data.
    • Analytics and Reporting Enhancements: Analytics have been elevated in visibility and renamed to Service Overview Delivery to make key metrics more accessible. Earlier versions introduced 55 new KPIs and improved operational analytics.
    • Operations Account 360 View: Expanded to include multiple tables such as Change, Major Incident, Major Case, Problem, and Work Order for comprehensive service and account context.
    • Granular Admin Security Directive: Implemented to restrict certain features to granular admins rather than system admins, enhancing control over access.
    • TMF Conformance and API Improvements: Ongoing updates to align with TMForum standards, including the Trouble Ticket Open API, support for related entities and parties, and upgrades from decision tables to decision builders.

    Practical Implications for ServiceNow Customers

    • Customers can expect improved security and compliance aligned with ServiceNow’s latest platform standards, reducing risk and simplifying audits through embedded ACLs.
    • The new Customer Impact tab and diagnostic tools provide clearer insights into service disruptions, enabling faster and more informed incident resolution.
    • Email templates replace legacy notification features, offering more flexible and maintainable communications with stakeholders.
    • Enhanced analytics and account views empower support teams to quickly assess service health and customer impact, improving decision-making and service delivery.
    • Granular admin controls allow tighter governance over workflow features, helping organizations maintain security best practices.
    • TMF-aligned APIs and workflow updates ensure interoperability and compliance with industry standards, facilitating integration and automation.

    Version history for the Proactive Service Experience Workflows 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 8.3.4 - 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 8.2.4 - 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 8.1.4 - 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 8.3.2 - April 2026 (Australia)
    • Make Customer Impact its own tab, which shows the same way on Incident, Change, and Problem, that has its own UX format that complements what we are doing with the Diagnostic Framework
    • TSM flag to be renamed ‘PSM’ and returns true when ANY customer impact is identified for an Incident, Problem, or Change. We will be using this for Telemetry
    • Major Case system property does not work as is; we need to let people determine via a different method, and IF they want to use Major Incident as well
    • The notify feature is deprecated and has been replaced by Email templates. A template is built based on the data in the records and sent via email instead.
    • Bring the Account Analytics up to L1 so the value is clear, easy to find, and not buried behind several clicks. Renamed Analytics to Service overview delivery.
    Version 8.2.2 - April 2026 (Zurich)
    • Make Customer Impact its own tab, which shows the same way on Incident, Change, and Problem, that has its own UX format that complements what we are doing with the Diagnostic Framework
    • TSM flag to be renamed ‘PSM’ and returns true when ANY customer impact is identified for an Incident, Problem, or Change. We will be using this for Telemetry
    • Major Case system property does not work as is; we need to let people determine via a different method, and IF they want to use Major Incident as well
    • The notify feature is deprecated and has been replaced by Email templates. A template is built based on the data in the records and sent via email instead.
    • Bring the Account Analytics up to L1 so the value is clear, easy to find, and not buried behind several clicks. Renamed Analytics to Service overview delivery.
    Version 8.1.2 - April 2026 (Yokohama)
    • Make Customer Impact its own tab, which shows the same way on Incident, Change, and Problem, that has its own UX format that complements what we are doing with the Diagnostic Framework
    • TSM flag to be renamed ‘PSM’ and returns true when ANY customer impact is identified for an Incident, Problem, or Change. We will be using this for Telemetry
    • Major Case system property does not work as is; we need to let people determine via a different method, and IF they want to use Major Incident as well
    • The notify feature is deprecated and has been replaced by Email templates. A template is built based on the data in the records and sent via email instead.
    • Bring the Account Analytics up to L1 so the value is clear, easy to find, and not buried behind several clicks. Renamed Analytics to Service overview delivery.
    Version 7.9.5 - March 2026 (Australia)
    In Service Operations Workspace, Service Delivery Overview
    Version 7.9.3 - March 2026 (Zurich)
    In Service Operations Workspace, Service Delivery Overview
    Version 7.9.1 - March 2026 (Yokohama)
    In Service Operations Workspace, Service Delivery Overview
    Version 7.7.1 - December 2025 (Zurich)
    Granular admin Security Directive implemented to restrict access of feature only to Granular admin not system admin.
    Version 7.6.1 - December 2025 (Yokohama)
    Granular admin Security Directive implemented to restrict access of feature only to Granular admin not system admin.
    Version 7.5.1 - December 2025 (Xanadu)
    Granular admin Security Directive implemented to restrict access of feature only to Granular admin not system admin.
    Version 7.7.0 - August 2025
    • New:
      • In Service Operations Workspace
        • Incident form: Diagnostic Framework support
        • Change: Diagnostic Framework support
    Version 7.6.0 - August 2025 (Yokohama)
    • New:
      • In Service Operations Workspace
        • Incident form: Diagnostic Framework support
        • Change: Diagnostic Framework support
    Version 7.5.0 - August 2025 (Xanadu)
    • New:
      • In Service Operations Workspace
        • Incident form: Diagnostic Framework support
        • Change: Diagnostic Framework support
    Version 7.3.5 - May 2025 (Yokohama)
    Fix: Poor performance in the SOW workspace due to PSEW analytics tab.
    Version 7.2.5 - May 2025 (Washington, Xanadu)
    Poor performance in the SOW workspace due to PSEW analytics tab.
    Version 7.3.0 - February 2025
    • New:
      • The capability to select the right case type would be determined based on the product model associated with the application service. There can be multiple application services each corresponding to a different product model.
      • Capability to show consumers being affected due to the service disruption.
    Version 5.3.2 - November 2024
    Indicators updated for Analytics tab for the indicators (Avg active case, Avg time to resolve case, Avg time to fulfill, My team avg SLAs report, Overdue SLAs).
    Version 5.1.1 - August 2024
    New: 55 new KPIs tied to the new Performance Analytics Dashboard pages.
    Version 5.0.1 - March 2024
    Fixed: Product references to set trigger points for the trouble ticket use cases. Include few script includes, BRs and dependency.
    Version 4.3.1 - November 2023
    • New: Five tables (Change, Major Incident, Major Case, Problem, and Work-Order) added to the Operations Account 360 View.
    • Changed:
      • Filter modifications to existing tables on the Operations Account 360 Review
      • Backend UXF migration from Record Page Tabs to Standard Record Pages
      • Backend UXF migration from Tab Components to Standard Page Collections
    • Removed: Removed the Provider Request table from the Operations Account 360 View
    Version 4.0.0 - May 2023
    New: Add support for Change Management.
    Version 3.1.0 - February 2023
    • New:
      • Operations Account 360 view improves the Service Operations Workspace with account data to empower technical support to make the right decisions fast
      • Auto-identification of the accounts affected when a configuration item field is added or changed in the Details section of an incident record
    Version 3.0.2 - December 2022
    Changed: Renamed from Proactive Workflows for Providers
    Version 3.0.0 - November 2022
    • New:
      • Comments sync between Incident and Case
      • Auto-close proactive Cases, when the respective Incident is resolved
      • Incident Escalation Policy:
        • Upgrade the Decision Table to Decision Builder also added an extra result Assignment Group
      • Needs Attention flag:
        • Set it to true when an Incident is created OR escalation happens
        • Set it to false when a user from the Assignment Group updates the Incident
      • SOW: New impact Cards under the impact Section:
        • Affected Accounts
        • Cases
      • SOW: New Related List UI Actions
        • Generate Proactive Cases on the Cases Related List. It will generate proactive Cases based on the Affected Accounts.
        • Notify Customer on Cases Related List. It will be used to sync the message from Incident to Selected Cases.
        • Identify Affected Accounts on Affected Accounts Related List. Identify the Affected Accounts from the Affected CIs and Impacted Services.
    • Changed: Renamed the Telecommunications and Media Assurance Workflows app to Proactive Service Experience.
    Version 2.0.0 - August 2022
    Changed: Updated APIs to make it TMF conformant
    Version 1.3.9 - June 2022
    Changed: Dependency application version has been updated based on family trued-up version
    Version 1.3.8 - May 2022
    Fixed: Fixed a compatibility issue caused by an underlying application dependancy
    Version 1.3.0 - February 2022
    • New: Added support for Related Entity and Related Party for trouble ticket APIs:
      • Case
      • Incident
    Version 1.2.2 - December 2021
    Changed: Telecom core dependency version update
    Version 1.2.1 - September 2021
    Changed: Dependency changes
    Version 1.2.0 - July 2021
    New: Application name changed from Telecommunications Assurance Workflows to Telecommunication and Media Assurance Workflows
    Version 1.1.0 - June 2021
    New: This version includes a new API called the Trouble Ticket Open API which is based on the TMForum TMF 621 Trouble Ticket Open API specification
    Version 1.0.2 - March 2021
    New: Incorporates updates to telecommunication assurance workflow demo data
    Version 1.0.1 - December 2020
    • New:
      • Added demo data for network edge CMDB CI class models
      • Added demo data for SD-WAN and CMDB CI class models
    Version 1.0.0 - September 2020
    The Telecommunications Assurance Workflows application includes five workflows that improve the Incident Management application in the Telecommunications Service Management product for incidents which originate from alarms from network management systems.