Yokohama Patch 4 Hotfix 2

  • Release version: Yokohama
  • Updated July 10, 2025
  • 2 minutes to read
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    Summary of Yokohama Patch 4 Hotfix 2

    The Yokohama Patch 4 Hotfix 2 release, updated on July 10, 2025, addresses specific issues within the ServiceNow platform, particularly focusing on the Enhanced Chat functionality in Customer Service Management (CSM). This update is part of the ServiceNow AI Platform and is available in Regulated Market environments.

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    Key Fixes

    This hotfix resolves two main issues related to the Virtual Agent Web Client in the Enhanced Chat experience:

    • Tooltip Cancel Icon Behavior: Previously, clicking the Cancel icon on the tooltip for the "Create case for a product" citation link did not close the tooltip as expected.
    • Feedback and Search Options in New Tabs: When users selected "Create case for a product" and the catalog form opened in a new tab, the 'Feedback options' and 'Go to search results' options were missing. This update restores those interface elements in the new tab.

    Practical Impact for ServiceNow Customers

    With these fixes, users interacting with the Enhanced Chat in CSM will experience improved usability and consistency:

    • Tooltips can be dismissed properly using the Cancel icon, enhancing navigation and reducing confusion.
    • Feedback and search navigation options remain accessible even when forms open in new tabs, maintaining user engagement and support options.

    Upgrade Information

    Customers can safely upgrade to Yokohama Patch 4 Hotfix 2 from previous Yokohama Patch versions including Patch 1 through Patch 4 Hotfix 1. Upgrading ensures all related problem (PRB) fixes are included. It is recommended to follow ServiceNow upgrade best practices and review the ServiceNow Release Cycle documentation for detailed guidance.

    The Yokohama Patch 4 Hotfix 2 release contains fixes to these problems.

    Build information:
    Build date: 07-05-2025_0001
    Build tag: glide-yokohama-12-18-2024__patch4-hotfix2-07-03-2025
    Important:
    For more information about how to upgrade an instance, see ServiceNow upgrades.

    For more information about the release cycle, see the ServiceNow Release Cycle.

    Note:
    This ServiceNow AI Platform major family release is now available in ServiceNow's Regulated Market environments. For more information about services available in isolated environments, see KB0743854.

    Fixed problem

    Problem Short description Description Steps to reproduce

    Virtual Agent Web Client

    PRB1874847

    		 The Cancel icon doesn't close the tooltip, and the citation and feedback options aren't displayed when opened in a new tab Two issues occur in this problem when using the Enhanced Chat in Customer Service Management (CSM) and interacting with the Create case for a product citation link. In the first scenario, selecting the Cancel icon after hovering over theCreate case for a product link doesn't close the tooltip. In the second scenario, when selecting the Create case for a product, the 'Feedback options' and 'Go to search results' options are not displayed in the new tab.

    Scenario 1:

    1. Log in to the instance.
    2. Open Customer Service Management (CSM).
    3. Select the Enhanced Chat icon.
    4. Input the query, Can you help me in raising a ticket for my product issue?
    5. Notice the options in the response received:
      • Create case for a product: Submit a case about your product, and our support team will assist you Create case for a product.
      • Get Help with a Product (Template): Use this template to get help regarding a product issue Get Help with a Product (Template).
      • The 'Feedback options' and 'Go to search results' options are displayed.
    6. Hover over the Create case for a product citation link.
    7. Select Cancel.

    Observe that selecting the Cancel icon doesn't close the tooltip.

    Scenario 2:

    1. Log in to the instance.
    2. Open Customer Service Management (CSM).
    3. Select the Enhanced Chat icon.
    4. Input the query, Can you help me in raising a ticket for my product issue?
    5. Notice the options in the response received:
      • Create case for a product: Submit a case about your product, and our support team will assist you Create case for a product.
      • Get Help with a Product (Template): Use this template to get help regarding a product issue Get Help with a Product (Template).
      • The 'Feedback options' and 'Go to search results' options are displayed.
    6. Select Create case for a product.
    7. Notice that the catalog form page is opened in a new tab, and the 'Chat' icon is loaded.

    Observe that the 'Feedback options' and 'Go to search results' options are not displayed in this new tab.

    Fixes included

    Unless any exceptions are noted, you can safely upgrade to this release version from any of the versions listed below. These prior versions contain PRB fixes that are also included with this release. Be sure to upgrade to the latest listed patch that includes all of the PRB fixes you are interested in.