---
sourceDocument: Zurich Release Notes
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/zurich/release-notes
Release :
- zurich
ft:locale :
- en-US
ft:publication_title :
- Zurich Release Notes
ft:clusterId :
- rn
bundleId :
- rn
---
# Changes to Zurich features and products
# Changes to Zurich features and
products {#ariaid-title1}
Release version: Zurich
Updated September 10, 2026
 241 minutes to read
Cumulative release notes summary on changes to Zurich features and
products.
Existing products were updated and changed in Zurich. This includes the renaming of certain buttons or features. {#rn-summary-changes__rn-summary-changes-table__entry__2}
| Application or feature | Details |
|-|-|
| AI Agent Studio | [Platform Analyze task trends agentic workflow](https://www.servicenow.com/docs/access?context=incident-trends&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : The Analyze task trends agentic workflow now includes citations for representative records associated with a pattern. Configure the workflow to include open tickets in its analysis by enabling the setting and running a Group Action Framework job to reindex with the new records. [Create an external AI agent with the Agent2Agent protocol](https://www.servicenow.com/docs/access?context=create-a2a-agent&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : The name of the button on the agent selection pop-up in the Discover and activate section of the external agents guided setup has been renamed to Selected. [Set up AI agents](https://www.servicenow.com/docs/access?context=set-up-na-aia&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : Use GPT-5.4 as the default model for the Orchestrator when Azure OpenAI is the selected LLM. [Select the LLM for AI agents and agentic workflows](https://www.servicenow.com/docs/access?context=select-aia-llm&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : The default third-party (3P) models have been upgraded to the latest versions - GPT 5.2 to GPT 5.4 to use AI Agents. The new generative AI Config property records sys_generative_ai_config and sys_generative_ai_prompt_config have been introduced for the following model providers: * Amazon Bedrock: claude-sonnet-4-6 * Azure OpenAI: gpt 5.4 {#rn-summary-changes__ul_gyn_hg5_ljc} [Platform agentic workflows](https://www.servicenow.com/docs/access?context=platform-use-cases&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : The following platform agentic workflows had updates to their admin configurations and behavior in user-generated sessions. * [Analyze task trends](https://www.servicenow.com/docs/access?context=incident-trends&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US): Admin configurations for additional filters such as category and service have been added. * [Generate my work plan](https://www.servicenow.com/docs/access?context=generate-work-plan&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US): Additional reasoning information for the generated work plan is now displayed after the plan is created. * [Identify ways to improve services](https://www.servicenow.com/docs/access?context=service-improvement&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US): Admin configurations for additional filters such as category and service have been added. {#rn-summary-changes__ul_ddf_2wl_njc} [Manually test the execution of an AI agent](https://www.servicenow.com/docs/access?context=test-ai-agent&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) and [Manually test the execution of an agentic workflow](https://www.servicenow.com/docs/access?context=test-aia-use-case&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : The AI Native radio button in the Choose a testing mode section on the AI agent and agentic workflow manual testing playgrounds has been renamed to Premium Chat. [Enable UI validation for agentic AI processes and generative AI skills](https://www.servicenow.com/docs/access?context=na-aia-reference&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : The glide.ai_record_activity.validation.feature.enabled system property enables UI rule validation (such as required fields) for AI‑initiated record updates. You can selectively apply this validation based on execution context using additional system properties. For example, glide.ai_record_activity.ai_detection.nap.enabled applies validation to record updates triggered from the ServiceNow Otto panel. Similar properties control validation for AI skills, Virtual Agent, and agent‑initiated actions, as listed in the [Reference for Now Assist AI agents](https://www.servicenow.com/docs/access?context=na-aia-reference&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US). This feature is opt‑in and disabled by default. [Create an external AI agent with the Agent2Agent protocol](https://www.servicenow.com/docs/access?context=create-a2a-agent&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : The agent to agent flow actions no longer inject an `Authorization: Bearer` header automatically. If your endpoint requires a Bearer token, include the prefix directly in the API Key credential value. [Create an external AI agent with the Agent2Agent protocol](https://www.servicenow.com/docs/access?context=create-a2a-agent&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : Use the A2A Protocol integration for creating external agents in the AI Agent Studio to connect with the ServiceNow AI Platform. [Updates to platform agentic workflows](https://www.servicenow.com/docs/access?context=platform-use-cases&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : Several platform agentic workflows have seen updates to how they work and what configurations are available for AI admins. [Analyze task trends](https://www.servicenow.com/docs/access?context=incident-trends&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) and [Identify ways to improve service](https://www.servicenow.com/docs/access?context=service-improvement&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) now have post-analysis actions, including the option to download analysis and ask additional information. [Generate my work plan](https://www.servicenow.com/docs/access?context=generate-work-plan&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) can run as a scheduled job. [Agentic evaluation offer issue tracing and suggested optimizations](https://www.servicenow.com/docs/access?context=agentic-evals&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : After an automated evaluation of an agentic AI asset, you can receive a list of issues and suggested optimizations to address those issues. Issues come with individual record node-by-node traces to pinpoint the exact source of problems. Optimizations are suggested, and you can apply them and run a reevaluation from a single guided flow. [Updates to platform agentic workflows](https://www.servicenow.com/docs/access?context=platform-use-cases&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : Several platform agentic workflows have seen updates to how they work and what configurations are available for AI admins. [Generate resolution plans](https://www.servicenow.com/docs/access?context=resolve-requests&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) now takes related records into account when planning next steps. [Generate my work plan](https://www.servicenow.com/docs/access?context=generate-work-plan&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) shows suggested next steps and reruns after work is done. [Process images for new tasks](https://www.servicenow.com/docs/access?context=images-tasks&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) now links to the created task record upon creation and includes certain metadata from the image. [Changes to AI usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : Starting with Australia Early Access, AI usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to [KB KB2704710: AI Usage - Overview \& New Measurement Logic](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). [Create an AI agent](https://www.servicenow.com/docs/access?context=configure-next-best-action-agent&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : The guided setups for creating an AI agent and agentic workflow have been updated. [Define security controls for an agentic workflow](https://www.servicenow.com/docs/access?context=define-sec-controls-aw&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) and [Define security controls for an AI agent](https://www.servicenow.com/docs/access?context=define-sec-controls-aia&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : New security configuration UI pages have been added in the AI Agent Studio application to configure security controls for agentic workflows and AI agents for role masking. [Platform Request status AI agent](https://www.servicenow.com/docs/access?context=ticket-status-aia&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : The request status AI agent provides an AI-generated summary of the most recent comments from the AI agent or other people working on a ticket. You can add attachments to an open ticket or incident to support a request action. To find more information about an open ticket, you can ask the request status AI agent follow-up questions based on previous answers from the agent. [Understand AI agents](https://www.servicenow.com/docs/access?context=understand-na-aia&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : The base reflection prompt has been replaced with the ReAct Orchestrator prompt, introducing a Route scheduling mode when an agent needs assistance from another agent during execution. [Configure AI agents and AI Agent Studio](https://www.servicenow.com/docs/access?context=configuring-ai-agents&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : Run AI agents and agentic workflows concurrently in AI Agent Background Channel and in Non-interactive mode. [Add a Knowledge Graph to an AI agent](https://www.servicenow.com/docs/access?context=add-knowledge-graph&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : The Global Graph resource for creating a Knowledge Graph tool has been renamed to Enterprise Graph. [Review and complete actions on requests using the Request Status AI agent](https://www.servicenow.com/docs/access?context=ticket-status-aia&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : The ticket status AI agent has been renamed to the request status AI agent. Request details include an AI-generated summary of the most recent comments on a request. Performance has been improved. [Confirm your web search tool provider data policies](https://www.servicenow.com/docs/access?context=add-web-search-ai-agent&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : If you select Google as your web search provider for web search AI agent tools, Google uses [Grounding with Google Search](https://cloud.google.com/vertex-ai/generative-ai/docs/grounding/grounding-with-google-search), offered under a Global Standard deployment, and data may be routed to places outside of regions specified on your ServiceNow AI Platform instance as a result. Consult your organization's data policies before enabling AI agents with web search tools that use Google as the provider. [New options for creating an AI agent](https://www.servicenow.com/docs/access?context=configure-next-best-action-agent&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : The Add button on the AI agents tab has been added as a drop-down menu providing different agent types for AI agent creation: * Chat * External * {#rn-summary-changes__ul_tcj_ffp_xfc} [Follow new guided setups for agentic workflows and AI agents](https://www.servicenow.com/docs/access?context=configure-use-case-ai-agents&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : The new steps for the guided setups for AI voice agents and agentic workflows include additional help text and guidance for writing LLM instructions to help improve outcome and task completion. [Manually test the execution of an AI agent](https://www.servicenow.com/docs/access?context=test-ai-agent&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : The tab names on the AI Agent Studio testing page have been renamed. The Test scenario tab is renamed to Test AI reasoning and the Output tab is renamed to Chat responses. [Add version control to instructions sent to the LLM](https://www.servicenow.com/docs/access?context=version-control&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : You can review multiple versions of instructions sent to the LLM when designing your AI agents or agentic workflows. You can choose which version is active to help with testing or evaluating the success of an AI agent or agentic workflow to compare against other versions. Versions are named and ordered by time created for organizational purposes. [Duplicate and edit existing tools when creating new AI agents](https://www.servicenow.com/docs/access?context=add-tool-aia&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : When adding a tool to an AI agent, you can select an existing tool instead of creating a new tool. After an existing tool is added, you can change it to suit the specific needs of an AI agent. [ServiceNow Otto AI agents reference](https://www.servicenow.com/docs/access?context=na-aia-reference&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : The sn_aia.enable_agent_tool_input_value_overrides system property is migrated to the Agent properties \[sn_aia_property\] table. |
| AI Control Tower | : Use AI Control Tower on a domain-separated instance. : Use AI Control Tower on a domain-separated instance. In Security, detail pages for some metrics include a Domain column that shows the domain the AI asset belongs to, or shows global or is empty if domain separation isn't configured. [Governing AI asset security](https://www.servicenow.com/docs/access?context=gov-sec-ai-asset&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : Agent status is renamed to Access posture on the Security tab for an AI asset. Also, Detection time is now the first column in the list of events. [Design-time metrics reorganized into subtabs](https://www.servicenow.com/docs/access?context=gov-sec-reference&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : Design-time metrics are organized into three subtabs: AI security posture, AI vulnerabilities, and AI validation. If the AI Security Exposure Management plugin isn't installed, use the source dropdown to filter the metrics by asset source (for example, ServiceNow or AWS Bedrock). [Governing AI asset security](https://www.servicenow.com/docs/access?context=gov-sec-ai-asset&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : On the Security tab for an AI asset, a metric isn't shown if there's no data available for the asset. Also, access issues and access posture don't appear for AI models. [Governing AI asset security](https://www.servicenow.com/docs/access?context=gov-sec-ai-asset&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : AI agent containment using kill switch protocol is now available directly from an AI asset's Overview tab, not just its Security tab, for security events of any severity. It also supports retrying a failed or partial containment operation. You can also deactivate any managed AI agent directly from its asset record, whether or not it has an associated security event. [Configuring security connections](https://www.servicenow.com/docs/access?context=aict-configuring-security-connections&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : The Security tab under SettingsIntegrations is renamed to Control Enforcement Points. [Add a Gemini Enterprise Agent Platform connection](https://www.servicenow.com/docs/access?context=aict-configure-gcp-vertex-ai-security-connection&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : The GCP Vertex AI security connector is renamed to Gemini Enterprise Agent Platform. [Agent containment list](https://www.servicenow.com/docs/access?context=gov-sec-review-kill-switch-protocol-log&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : The Kill Switch Protocol Log is renamed the Agent containment list, and the View details option on the containment banner is renamed View containment options. The list now includes Domain and Actions columns. Containment details now show how the containment was initiated (Manual or Automated) and identity and enforcement details. The list can be filtered using the All, In progress, or Contained options, which replace the previous Show all link. : Starting in the September 2026 release, AI Gateway is available in AI Control Tower. [Configuring connectors](https://www.servicenow.com/docs/access?context=aict-configuring-connectors&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : * The GCP Vertex AI connector is renamed to Gemini Enterprise Agent Platform. * The application AI Service Graph Connector for GCP is renamed to AI Service Graph Connector for Google. * The Salesforce connector is renamed to AI Connector for Salesforce. {#rn-summary-changes__ul_fzb_15j_lkc} [New AI Control Tower experience](https://www.servicenow.com/docs/access?context=aict-ai-portfolio-overview&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US){#rn-summary-changes__test-rn-workspace} : The new AI Control Tower provides a more efficient, streamlined way for you to work. For information about how to upgrade, see the [AI Control Tower Migration \[KB3144679\]](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB3144679) article in Now Support. Note that the legacy AI Control Tower workspace is still supported in this release. [Now Assist \> ServiceNow Otto® announcement](https://www.servicenow.com/docs/access?context=sn-ai-implementation-landing&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : Now Assist introduced AI on the platform. As that experience has evolved, there's a new name for the experience. ServiceNow Otto® is the conversational AI platform integrated into ServiceNow workflows. It provides agentic capabilities, supports multimodal interactions across web, mobile, and messaging channels, and enables autonomous orchestration for cross-system workflows. [Discover your agent network with the map](https://www.servicenow.com/docs/access?context=gov-sec-use-map&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : The access map is renamed to agent map and shows Veza access intelligence and node details for AI assets, giving you a holistic view of your enterprise. [Configure post-runtime security metrics](https://www.servicenow.com/docs/access?context=gov-sec-configure-event-metrics&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : You can now adjust the sampling rate for more Post-runtime metrics. [Managing AI asset security reference](https://www.servicenow.com/docs/access?context=gov-sec-reference&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : Improved accuracy of AI threat metrics and evaluation datasets that use Traceloop for continuous monitoring in Overview and Runtime metrics. Access issues metrics now support external agents. Azure, Google Cloud Platform (GCP), and Google Vertex AI assets are now supported. [Governing AI asset security](https://www.servicenow.com/docs/access?context=gov-sec-ai-asset&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : The Security tab of the AI asset record shows the AI asset security score and metrics for an individual asset. [AI Service Graph Connector for GCP Vertex AI](https://www.servicenow.com/docs/access?context=gcp-vertex-ai&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : The Service Graph Connector for GCP Vertex AI now displays as "AI Connector for Google" to align with the AI Connector naming convention. [Activity Center tasks for the asset owner](https://www.servicenow.com/docs/access?context=aict-activity-center&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : Users with the AI Asset Owner \[sn_ai_asset_mgmt.ai_asset_owner\] role can access and act on risk and compliance lifecycle tasks, such as impact assessments and control attestations, from the Activity Center. The Activity Center surfaces AI asset tasks, issues, policy exceptions, and AI cases for the asset owner. On the asset record page, all lifecycle tasks specific to the assigned assets can be accessed and performed. Coral theme{#rn-summary-changes__coral-theme-note} : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [Drop-down menu for associating AI assets with related assets](https://www.servicenow.com/docs/access?context=view-ai-assets-lifecycle-stage&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : The Add new button in AI asset creation forms and records is now the Add from inventory drop-down menu. Select Add from inventory to associate an AI asset with a related asset that already exists in your inventory. Select Create to associate it with a related asset that doesn't exist in your inventory yet. [Editable asset details fields on the Details tab of AI asset records](https://www.servicenow.com/docs/access?context=view-ai-assets-lifecycle-stage&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : You can now modify asset details fields directly on the Details tab of your AI asset records. [Related asset lists in AI asset records](https://www.servicenow.com/docs/access?context=view-ai-assets-lifecycle-stage&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : The lists of related assets in each AI asset record has moved from the Related assets tab to the Details tab. [Security \& privacy tab in AI Control Tower](https://www.servicenow.com/docs/access?context=security-privacy-tab&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : * The Autonomous vs. supervised AI tools chart has been removed. * The Prompt injection, Offensive content, and Sensitive data tabs have been removed and replaced by Access and Guardrails tabs. Metrics have been reorganized into those two tabs. * In Configurations, under Data, the Data privacy tab was renamed to Security \& privacy. In that tab, the data leak detection and anonymization section was renamed to sensitive data input and anonymization. {#rn-summary-changes__ul_ff2_4hr_23c} [Changes to Now Assist usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : Starting with Australia Early Access, AI usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to [KB KB2704710: AI Usage - Overview \& New Measurement Logic](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). [Miscellaneous changes](https://www.servicenow.com/docs/access?context=ai-control-tower-landing&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : * The AI asset inventory plugin structure has been updated. * The AI asset owner \[sn_ai_asset_mgmt.ai_asset_owner\] role enables the Product Owner view experience with a personalized home page and enhanced visibility into AI assets to simplify task management. * AI discovery: The Innovation lab store application (AWS AI discovery plugin) is decommissioned. Uninstall the AWS AI discovery plugin prior to installing the AI discovery plugin (sn_ai_disc). * AI cases management has moved under the AI cases tab on the AI Control Tower home page. {#rn-summary-changes__ul_cnq_p5z_ckc} [Product Owner portal](https://www.servicenow.com/docs/access?context=product-owner-portal&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US#section_om4_mbg_xfc) : * Widgets from both the Value and Adoption tabs are now combined and accessible within the updated Value tab. * The Create AI Asset button is added on the AI Control Tower home page. * A new Quick link option is added to the employee center to help navigate AI asset owners and AI stewards to the AI Control Tower workspace home page. {#rn-summary-changes__ul_okk_rtk_wfc} |
| AI Desktop Actions | [Renamed ServiceNow AI experience](https://www.servicenow.com/docs/access?context=agentic-desktop-landing-page&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : ServiceNow Otto is the new AI experience brand. This change is reflected in the name of ServiceNow products, including AI Desktop Actions. Your product entitlements remain unchanged. Check your entitlements to determine your access to specific features. |
| AI Risk and Compliance | Feature-specific administrator role enhancements : Starting with version 21.1.1, if you have a feature admin role you can now complete tasks that were initially reserved for users with the broader administrator role. Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [AI risk and compliance home page](https://www.servicenow.com/docs/access?context=ai-risk-and-compliance-workspace&version=zurich&pubname=zurich-governance-risk-compliance&ft:locale=en-US) : The Risk and compliance tab now features dedicated Risk overview and Compliance overview sections that enable you to continuously monitor the risk and compliance posture of your AI assets. The Risk overview section is a filtered view of your AI assets that are based on inherent and residual risk levels so that you can make informed risk evaluations. The Compliance overview section displays the regulatory risk classification of AI systems, models, and datasets through donut charts. Additionally, you can see the compliance status of your AI assets in relation to applicable authority documents and internal policies. [Worknotes and comments in AI system records](https://www.servicenow.com/docs/access?context=ai-system-airc&version=zurich&pubname=zurich-governance-risk-compliance&ft:locale=en-US) : The AI system record now supports worknotes and comments. You can now document decisions, share updates, and provide context throughout the AI risk and compliance life-cycle. Worknotes and comments help improve the communication among stakeholders and ensure a comprehensive audit trail. |
| AI Search | [Summary Genius Results](https://www.servicenow.com/docs/access?context=now-assist-multi-content-qna-genius-results&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : If you have Now Assist in AI Search installed, Now Assist Multi-Content Response Genius Results are supported in global and workspace search. Activating Now Assist Multi-Content Response Genius Results in global or workspace search profiles overrides all other Genius Result configurations, so that global and workspace searches only display Genius Result answers from Now Assist Multi-Content Response Genius Results. Virtual Agent topic citations from Now Assist Multi-Content Response Genius Result answers in global or workspace search open the selected topic in the Now Assist panel so the user can continue their conversation on that topic. [Search Suggestions](https://www.servicenow.com/docs/access?context=search-suggestions-overview&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : Search administrators with the ais_admin granular admin role can access all Search Suggestions tables. Assign search administrators this role to eliminate needless propagation of full admin access. [Gain insights into search behavior with a refreshed and updated Search Preview UI.](https://www.servicenow.com/docs/access?context=search-preview-ui-new&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : Preview search query results using settings from a search application configuration or a search profile. Choose between keyword and hybrid search modes. Display search results as individual EVAM cards or as a JSON-format search query response object, with search and syntax highlighting. Review search query behavior and results and specify search query settings with the new Summary, Genius Results, Details, and Profile admin tools. Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [Consumer-grade search experience for search portals](https://www.servicenow.com/docs/access?context=viewing-search-results-ais&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : The search results page for search portals has been revised to offer a more intuitive and consistent experience. Navigation tabs have been replaced with source facet buckets. All search results now open in a new browser tab, preserving your search in the existing browser tab. Facet buckets now show minimum search result counts, reflecting results removed by late binding content security. Search terms are no longer highlighted in search results. [Consumer-grade search experience for global search and workspace search](https://www.servicenow.com/docs/access?context=using-ais-next-experience-app&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : The search results page for global search and workspace search has been revised to offer a more intuitive and consistent experience. Navigation tabs have been replaced with source facet buckets. All search results now open in a new browser tab, preserving your search in the existing browser tab. Facet buckets now show minimum search result counts, reflecting results removed by late binding content security. A new glide.ui.ais.show_all_facets system property enables you to display facets from all sources when no source is selected. (The default behavior is to hide facets until a source is selected.) Search terms are no longer highlighted in search results. [Sort facet buckets alphabetically](https://www.servicenow.com/docs/access?context=create-facet-ais&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : Override the default sorting of facet buckets by their search result counts and display them sorted alphabetically by their labels. Improved display for grouped attachment search results : When grouped with their parent search results, attachment search results now appear in collapsed form to save space. If a parent search result includes more than three grouped attachments, you can use the new Show more and Show less links to control how many attachments are visible. |
| AI Skill Kit | [Changes to Now Assist usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : Starting with Australia Early Access, AI usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to [KB KB2704710: AI Usage - Overview \& New Measurement Logic](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). |
| AIOps LEAP | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. |
| API | {#rn-summary-changes__table_x1g_1mc_tcc__entry__2} | Class | Methods | |-|-| | [GlideSysAttachment - Scoped](https://www.servicenow.com/docs/access?context=c_GlideSysAttachmentScopedAPI&version=zurich&pubname=zurich-api-reference&ft:locale=en-US) | Support for copying any attributes from source attachment records and deleting attributes with attachments. * copy() * copy(targetFieldName) * copyAttachmentsByFieldNames() * deleteAllAttachment() * deleteAttachment() {#rn-summary-changes__ul_ysh_nt1_wfc} | | [IdentificationEngine - Scoped](https://www.servicenow.com/docs/access?context=IdentificationEngineScopedAPI&version=zurich&pubname=zurich-api-reference&ft:locale=en-US) | Enable the referenceItems properties of the incoming payload to be populated before identifying a CI using the IRE rules defined on a class. * createOrUpdateCI() * createOrUpdateCIEnhanced() * identifyCIEnhanced() {#rn-summary-changes__ul_ajm_qr1_wfc} | | [ProducerV2 - Scoped](https://www.servicenow.com/docs/access?context=ProducerV2ScopedAPI&version=zurich&pubname=zurich-api-reference&ft:locale=en-US) | send() - Added a return value and error handling. | | [RESTMessageV2 - Scoped, Global](https://www.servicenow.com/docs/access?context=c_RESTMessageV2API&version=zurich&pubname=zurich-api-reference&ft:locale=en-US) | setHttpMethod() - Added support for HEAD method calls via the method parameter. | [Table 1. Changed scoped classes in Zurich] {#rn-summary-changes__table_x1g_1mc_tcc} {#rn-summary-changes__table_omt_fmc_tcc__entry__2} | Class | Methods | |-|-| | [GlideAggregate - Global](https://www.servicenow.com/docs/access?context=c_GlideAggregateAPI&version=zurich&pubname=zurich-api-reference&ft:locale=en-US) | Remove support for groups in Dynamic Schema. * addAggregate() * addHaving() * getDynamicAttributeValue() * getDynamicAttributeDisplayValue() * getValue() * groupBy() * orderBy() * orderByAggregate() {#rn-summary-changes__ul_tc3_1nj_zgc} | | [GlideDynamicAttribute - Global](https://www.servicenow.com/docs/access?context=GlideDynamicAttributeAPI&version=zurich&pubname=zurich-api-reference&ft:locale=en-US) | Remove support for groups in Dynamic Schema. * getGroupName() * getName() * getPath() * getType() * isTransient() {#rn-summary-changes__ul_z3p_qzw_bhc} Remove getSysId(). Remove GlideTransientDynamicAttribute API documentation because GlideDynamicAttribute and GlideTransientDynamicAttribute APIs provide the same solution. | | [GlideRecord - Global](https://www.servicenow.com/docs/access?context=c_GlideRecordAPI&version=zurich&pubname=zurich-api-reference&ft:locale=en-US) | Remove support for groups in Dynamic Schema. * addQuery() * getDisplayValue() * getDynamicAttribute() * getDynamicAttributeDisplayValue() * getDynamicAttributeValue() * getValue()orderBy() * orderByDesc() * setDisplayValue() * setDynamicAttributeDisplayValue() * setDynamicAttributeValue() * setDynamicAttributeValues() * setValue() {#rn-summary-changes__ul_cd4_wnj_zgc} | | [GlideSysAttachment - Global](https://www.servicenow.com/docs/access?context=GlideSysAttachmentGlobalAPI&version=zurich&pubname=zurich-api-reference&ft:locale=en-US) | Support for copying any attributes from source attachment records and deleting attributes with attachments. * copy() * copy(targetFieldName) * copyAttachmentsByFieldNames() * deleteAllAttachment() * deleteAttachment() {#rn-summary-changes__ul_qrd_rt1_wfc} | | [IdentificationEngineScriptableApi - Global](https://www.servicenow.com/docs/access?context=c_IdentEngineScriptAPI&version=zurich&pubname=zurich-api-reference&ft:locale=en-US) | Enable the referenceItems properties of the incoming payload to be populated before identifying a CI using the IRE rules defined on a class. * createOrUpdateCI() * createOrUpdateCIEnhanced() * identifyCIEnhanced() {#rn-summary-changes__ul_lm2_dr1_wfc} | | [RESTMessageV2 - Scoped, Global](https://www.servicenow.com/docs/access?context=c_RESTMessageV2API&version=zurich&pubname=zurich-api-reference&ft:locale=en-US) | setHttpMethod() - Added support for HEAD method calls via the method parameter. | [Table 2. Changed global classes in Zurich] {#rn-summary-changes__table_omt_fmc_tcc} |
| Accounts Payable Operations | [Invoice exceptions](https://www.servicenow.com/docs/access?context=work-with-invoice-exceptions&version=zurich&pubname=zurich-source-to-pay-operations&ft:locale=en-US) : The Insufficient goods receipt exception has been enhanced to validate line-level quantities accurately when multiple invoices are submitted against a single purchase order even if a sufficient goods receipt exist.The Insufficient Funds (Line Amount) functionality has been enhanced to perform validation of available funds at the invoice line level, matching each invoice line against its respective purchase order line when multiple invoices are generated for the same purchase order line.The Insufficient Funds (Header Amount) logic has been enhanced to validate available funds at the invoice header level against the corresponding purchase order when multiple invoices are created for the same purchase order. |
| Adoption Services | [genai_admin role in Dynamic Guidance](https://www.servicenow.com/docs/access?context=configure&version=zurich&pubname=zurich-platform-user-interface&ft:locale=en-US){#rn-summary-changes__adoption-services-rn-workspace} : The sn_dyn_guidance_user role now includes the role. When you assign sn_dyn_guidance_user to a user, the genai_admin role is automatically granted. Easy discoverability of [Guided Tours](https://www.servicenow.com/docs/access?context=guided-tours&version=zurich&pubname=zurich-platform-user-interface&ft:locale=en-US) : Guided Tours are now prominently displayed on the Help Center, making them easier to find. Based on your role, you will have access to guided tours that provide an interactive experience, allowing you to engage directly with the application. Coral theme{#rn-summary-changes__d2481e97} : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. For existing customers who upgrade to Zurich, use [Theme Builder to publish Coral theme to your instance](https://www.servicenow.com/docs/access?context=tb-apply-theme&version=zurich&pubname=zurich-platform-user-interface&ft:locale=en-US) or [add Coral theme to the Next Experience UX Parent App Theme table](https://www.servicenow.com/docs/access?context=configure-presentation-order-of-themes&version=zurich&pubname=zurich-platform-user-interface&ft:locale=en-US). [Onboarding modals](https://www.servicenow.com/docs/access?context=next-experience-onboarding&version=zurich&pubname=zurich-platform-user-interface&ft:locale=en-US) : The images in the Onboarding modals now match the theme of the instance that you choose, whether dark, light, or coral to provide a visually cohesive experience. |
| Advanced AI Search Management Tools | [AI Search analytics dashboard](https://www.servicenow.com/docs/access?context=ai-search-analytics-dashboard&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : The performance metrics, trends, and charts for this dashboard have been refreshed to offer a cleaner visual experience. [AI Search analytics dashboard](https://www.servicenow.com/docs/access?context=ai-search-analytics-dashboard&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : The Date range interactive filter now enables you to access data from the last 180 days, rather than the last 90 days. |
| Advanced Risk | [Downstream risks related list](https://www.servicenow.com/docs/access?context=entities-in-risk-ws&version=zurich&pubname=zurich-governance-risk-compliance&ft:locale=en-US) : The Downstream risks related list on the entity record page has been renamed Risks. Summary section : In the classic UI, the Summary section on the risk event record has been renamed Impacts.In the Risk Workspace, the Summary section on the risk event overview page has been renamed Impacts and approvals. [Some generative AI skills, AI agents, and agentic workflows are turned on by default](https://www.servicenow.com/docs/access?context=now-assist-skills-on-by-default&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : The skills are automatically available to appropriate role users for the application, such as ITIL roles on incident forms or change forms. This change simply activates the skill and does not touch the roles that may be needed to use the skill. The new default behavior works as follows: * New customers: When you install an AI product, designated skills and agentic workflows are turned on automatically. * Existing customers who are upgrading (starting with Australia Early Access): Any previously unconfigured skill, agent, or agentic workflow is turned on automatically (the AI asset was never configured and turned on, then turned off again). Previously configured skills and agentic workflows that were turned on, then off, remain inactive. |
| Agent experience for CSM | Activity Stream enhancements : * Activity Stream layout now automatically adjusts to your device (laptop, tablet, or mobile). Hidden content is indicated by (...) for better readability. {#rn-summary-changes__ul_swn_2cr_khc} Real-time notification count updates : Updated the bell icon behavior so the notification count accurately reflects the number of unique, unread notifications in real time, eliminating duplicate increments. [Follow records to receive notifications](https://www.servicenow.com/docs/access?context=csm-default-record-page&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US#section_follow_action) : Select the Follow action to receive notifications when comments or work notes are added to a record. The Follow action is available in the More actions menu on the [Front-line case page](https://www.servicenow.com/docs/access?context=csm-front-line-case-page&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US) and the [CSM default record page](https://www.servicenow.com/docs/access?context=csm-default-record-page&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US). Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [Thin compose modeless dialogs](https://www.servicenow.com/docs/access?context=csm-front-line-case-page-modeless-dialogs&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US#section_nws_1rs_rfc) : Enable agents to initiate a comment, work note, or email in the activity stream and then open the text in a modeless dialog. This feature is available on the following record pages: * Front-line case page * CSM default record page * CSM Interaction record page * CSM voice interaction record page * CSM centered chat interaction record page * Email interaction record page {#rn-summary-changes__ul_e2t_2jc_jhc} [Lookup component on CSM Configurable Workspace record pages](https://www.servicenow.com/docs/access?context=csm-record-page-lookup-component&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US) : Use the Lookup component to look up and link a contact and then verify the contact. The Lookup component replaces the Lookup and Verify component on the CRM Workspace record pages. Hide inbox after item selection : The Inbox panel collapses after selecting an inbox item, enabling agents to see more of the screen and focus on the interaction. Multi-form controller support : Supports having two forms on a record page. [Customer History enhancements](https://www.servicenow.com/docs/access?context=customer-history-component-features&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US) : Use the following enhancements to control grouping, appearance, and refresh behavior in customer history: * Enable time grouping by month or quarter: A new property enables selection of time grouping as monthly or quarterly (Q1-Q4) in date filters. * Customize feed appearance: Admins can configure feed icons along with their background colors using a property that offers predefined color options. * Display activities by updated date: A new property enables feeds to surface activities based on the last updated timestamp in Customer History. * Dynamic refresh updates: Customer History feeds now refresh automatically, but only for records in the Customer History activities table and within the current context (for example, Contact). Other tables and parent records are not included. * Introduced a new search icon that lets agents show or hide the search bar with a click. {#rn-summary-changes__ul_lqz_3pj_tfc} [Improve discoverability of Recommended Actions](https://www.servicenow.com/docs/access?context=csm-front-line-case-page&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US) : Use the following updates to improve the visibility of Recommended Actions across key CSM pages: * Set Recommended Actions as the default first tab in the contextual side panel to provide agents with instant access to recommendations without switching tabs. This change applies to the following pages: * Front-line case page * CSM default record page * CSM Interaction record page * Email interaction record page * CSM voice interaction record page * CSM centered chat interaction record page {#rn-summary-changes__ul_pm1_2gx_tfc} * Load Recommended Actions asynchronously to keep the UI responsive while recommendations load. * Enable agents to send relevant KB articles through SMS during voice interactions and messaging-type interactions. {#rn-summary-changes__ul_ew1_pyj_tfc} [Default recommendations for Pro customers](https://www.servicenow.com/docs/access?context=csm-front-line-case-page&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US) : Recommendations are now delivered by default for Pro customers when either the Task Intelligence for CSM or the Now Assist for CSM plugin is installed. Agents can view contextual recommendations under the Suggested Actions tab, such as similar cases and open incidents, when the case meets the predefined criteria. Agents can link or copy resolutions directly into the current case. [Resurface special handling notes](https://www.servicenow.com/docs/access?context=c_OnScreenAlerts&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US) : Display the special handling notes at any time by selecting Special handling notes from the More actions menu on the case record action bar. This action is now available on records from the following tables: * Account * Asset * Contact * Incident * Product Model * Work Order Task {#rn-summary-changes__ul_cfv_ldy_tfc}This applies only to records where special handling notes are configured. [Information session tab enhancements](https://www.servicenow.com/docs/access?context=csm-workspace-chat-session-tabs-configure&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US) : Use the following changes to enforce permissions and improve usability of the Session tab: * Restrict access to unauthorized users with error messages and validate role-based permissions. * Auto-save admin updates to timer and color changes in real time. * Display workspace settings only after the Session tab is enabled. {#rn-summary-changes__ul_alf_gvj_tfc} [Configure Alert Dismissal settings at experience and alert level](https://www.servicenow.com/docs/access?context=auto-dismiss-alerts-in-csm-configurable-workspace&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US) : Use the following settings to control alert dismissal: * Set alerts to auto-dismiss or require manual dismissal. * Configure alert behavior globally or according to alert. * Reduce alert overload while supporting accessibility standards, which helps agents focus on critical alerts. {#rn-summary-changes__ul_vnk_cwj_tfc} [ServiceNow Link Manager is available on the Google Chrome, Microsoft Edge, and Mozilla Firefox plugin store](https://www.servicenow.com/docs/access?context=csm-workspace-snow-link-manager&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US) : Streamline tab management and reduce browser clutter with ServiceNow Link Manager: * Automatically consolidates new ServiceNow related tabs into an existing open ServiceNow tab. * Provides cross-platform support. * Enables agents to share record links, such as cases, through platforms like Gmail, Microsoft Teams, Microsoft Outlook, and other web tools integrated with ServiceNow. These links open using ServiceNow Link Manager, ensuring the record loads in the correct workspace and context. * Provides a user-friendly interface that is easy to enable and turn off directly from the extension settings in the respective browser. {#rn-summary-changes__ul_xtx_pfr_tfc} Information icon : Select the information icon on a reference field to display additional information about the record in a pop-up window. Starting with CSM Configurable Workspace Bundle version 5.0, the information displays in a pop-up window with an option to open in a separate tab instead of opening directly in a separate tab. This change applies to the following record pages: * CSM Front-line case page * CSM default record page * CSM Interaction record page Users can use Cmd+click (Mac) or Ctrl+click (Windows) when selecting the information icon to use the previous behavior. |
| App Engine Management Center | [Release management tab](https://www.servicenow.com/docs/access?context=aemc-user-interface&version=zurich&pubname=zurich-application-development&ft:locale=en-US) : Starting with version 28.2.1 of AEMC, you can manage your ReleaseOps deployments in the Release management tab of AEMC. |
| App Engine Studio | [Granular configuration admin roles](https://www.servicenow.com/docs/access?context=aes-personas-roles&version=zurich&pubname=zurich-application-development&ft:locale=en-US) : Several new granular admin roles enable developers to complete administrative configuration tasks without requiring the full admin role. [Separate App Engine Management Center release notes](https://servicenow-prod.fluidtopics.net/DpFJRoxtl~WnIU_E0xF9oQ#aemc-rn "The ServiceNow App Engine Management Center (AEMC) application enables admins to manage app development from intake through production. AEMC was enhanced and updated in the Zurich release."){#rn-summary-changes__app-engine-studio-rn-rn-workspace} : The App Engine Management Center (AEMC) release notes now appear separately from the App Engine Studio release notes because you can use AEMC to manage app development for apps built in App Engine Studio, Creator Studio, and ServiceNow Studio. For information about AEMC, see [App Engine Management Center release notes](https://servicenow-prod.fluidtopics.net/DpFJRoxtl~WnIU_E0xF9oQ#aemc-rn "The ServiceNow App Engine Management Center (AEMC) application enables admins to manage app development from intake through production. AEMC was enhanced and updated in the Zurich release."). |
| Application Manager | [Unlicensed application information](https://www.servicenow.com/docs/access?context=available-for-you-app-mgr&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : In addition to details about applications that are already licensed, the "Available for you" tab of the Application Manager now includes information about applications that haven't been procured from the ServiceNow Store yet. Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. |
| Application Vulnerability Response | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [Configure maximum rows in related lists](https://www.servicenow.com/docs/access?context=avm-configuring&version=zurich&pubname=zurich-security-management&ft:locale=en-US) : To improve readability and performance, you can now limit the number of rows shown in related lists on forms by setting the system property sn_vul_cmn.related_list.set_max_row. [Improved state management for remediation tasks and vulnerable items](https://www.servicenow.com/docs/access?context=vr-rt-states&version=zurich&pubname=zurich-security-management&ft:locale=en-US) : State management logic for roll down of state from remediation tasks (RTs) to findings and roll up of state from findings to RTs has been refined across all modules. Updates improve accuracy by handling mixed item states (a combination of Deferred and Closed), supporting closure of tasks in sub-states like In-Review, and reopening tasks based on the Assigned To field. The update also improves handling of False Positive state transitions based on scanner results as source of truth. These enhancements reduce manual effort, clarify task ownership, and streamline remediation workflows. |
| Asset Audit Response | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. |
| Audit Management | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. |
| Authentication | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [Enhanced SSO login and logout experience](https://www.servicenow.com/docs/access?context=c_MultipleProviderSingleSignOn&version=zurich&pubname=zurich-platform-security&ft:locale=en-US) : Use the enhanced SSO login and logout experience. Enhancement includes: * Display of active SAML and OIDC Identity Providers (IdPs) on the ServiceNow platform and portal login pages. * Assign users to specific groups during SAML and OIDC auto-provisioning. * Set up OIDC with the same well-known URL. The OIDC configurations can use the same well-known URL of the IdPs for multiple SSO records. * Display login failure reasons to the users who logged out of ServiceNow due to session expiry or other reasons. Use the login link on the external logout page to again log in to ServiceNow in case of successful logout. * Display of a generic error message for unsuccessful single log out. * Enhanced email notifications for SAML certificate and Encryption Key store update. {#rn-summary-changes__ul_x4m_bmb_y2c} [FIDO2 as an MFA factor](https://www.servicenow.com/docs/access?context=mfa-with-fido&version=zurich&pubname=zurich-platform-security&ft:locale=en-US) : Use the FIDO factor policy to enforce FIDO (Hardware key or Biometric as second factor for authentication) as second factor authentication to users who attempt to log in to the instance. [OAuth integrations](https://www.servicenow.com/docs/access?context=oauth-inbound-and-outbound&version=zurich&pubname=zurich-platform-security&ft:locale=en-US) : Configure OAuth integration that includes the following enhancements: * You can provide a maximum client secret length up to 4096 characters to meet security requirements of the third-party systems. * You can provide a JSON Web Key Set (JWKS) URL to automatically manage and update the public key for JSON Web Tokens (JWT) signature validation. * You can request OAuth tokens using the JWT grant type signed with Elliptic Curve Digital Signature Algorithm (ES) signing algorithms, including ES256, ES384, and ES512, for inbound JSON Web Tokens (JWT). It also supports RS256, RS384, RS512, HS256, HS384, and HS512. * You can customize the JWT ID (JTI) claim name in both inbound OpenID Connect (OIDC) and JWT Bearer flows. {#rn-summary-changes__ul_h3n_xz4_cfc} |
| Automated Test Framework | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. |
| Autonomous Workforce | Advanced search turned on by default{#rn-summary-changes__autonomous-workforce-rn-2026-09-changed-feature-1} : See more richer and more relevant results to searches performed by the AI specialist. Follow-up metric added to AI specialist performance dashboard{#rn-summary-changes__autonomous-workforce-rn-2026-09-changed-feature-2} : Monitor where requests stall and where guidance can be clearer by tracking the follow-ups necessary after an initial response by the AI specialist. |
| Build Agent | [Build Agent in ServiceNow Studio UI updates](https://www.servicenow.com/docs/access?context=access-build-agent&version=zurich&pubname=zurich-application-development&ft:locale=en-US) : Several changes have been made to how you access Build Agent in ServiceNow Studio: * The central chat area on the ServiceNow Studio home page is the starting point for new Build Agent conversations. * To open an existing conversation, select the Conversations icon ![]() in the Navigator panel. * The Build Agent panel now opens on the Navigator panel of ServiceNow Studio. {#rn-summary-changes__ul_nby_pm2_hkc} [Organized settings with tabs](https://www.servicenow.com/docs/access?context=ba-configure-settings&version=zurich&pubname=zurich-application-development&ft:locale=en-US) : Find Build Agent easier now that the Settings panel has tabs: General, Skills, Rules, and MCP. [ServiceNow Otto rebrand](https://www.servicenow.com/docs/access?context=exploring-build-agent&version=zurich&pubname=zurich-application-development&ft:locale=en-US) : ServiceNow Otto is the new AI experience brand. This change is reflected in the name of ServiceNow products, including Build Agent. Your product entitlements remain unchanged. Check your entitlements to determine your access to specific features. [Licensing change for in-app agents and skills](https://www.servicenow.com/docs/access?context=ba-about-creating-in-app-agents&version=zurich&pubname=zurich-application-development&ft:locale=en-US) : Only users with Build Agent - Prime can create agents and skills. [Enhanced semantic metadata search tool](https://www.servicenow.com/docs/access?context=build-agent-tools&version=zurich&pubname=zurich-application-development&ft:locale=en-US) : An updated semantic metadata search tool improves performance replaces the previous semantic search tool. [New button prompt to add AI to an app](https://www.servicenow.com/docs/access?context=create-a-new-application-using-build-agent&version=zurich&pubname=zurich-application-development&ft:locale=en-US) : A new Add AI button when you first open the Build Agent chat panel starts a guided conversation to help you define and generate a skill or agent. Note: You must have a ServiceNow Otto for Creator license for the new button to appear. [Open Build Agent from ServiceNow Studio banner](https://www.servicenow.com/docs/access?context=access-build-agent&version=zurich&pubname=zurich-application-development&ft:locale=en-US) : A new icon in the ServiceNow Studio application banner provides another way to access Build Agent. [Improved checkpoint and update set management](https://www.servicenow.com/docs/access?context=ba-conversational-change-log&version=zurich&pubname=zurich-application-development&ft:locale=en-US) : Build Agent handles checkpoints and update sets differently in the following ways: * Checkpoint 0 no longer creates an update set. * Checkpoint 1 is the base update set for all subsequent changes. * Update sets use human-readable naming. {#rn-summary-changes__ul_zqn_nsb_qjc} [Generated artifact preview](https://www.servicenow.com/docs/access?context=edit-an-existing-application-using-build-agent&version=zurich&pubname=zurich-application-development&ft:locale=en-US) : Preview generated tables, flows, and scripts that Build Agent creates in ServiceNow Studio so you can review and approve changes inline before saving or committing them to the application. [Build Agent version parity for PDIs](https://www.servicenow.com/docs/access?context=exploring-build-agent&version=zurich&pubname=zurich-application-development&ft:locale=en-US) : Personal development instances (PDIs) are now updated to match the latest Build Agent version, delivering a consistent experience across both personal and production-track instances. Developers testing and building on PDIs have access to the same capabilities available in production environments. [Updated interaction limits](https://www.servicenow.com/docs/access?context=exploring-build-agent&version=zurich&pubname=zurich-application-development&ft:locale=en-US) : To provide developers more room to iterate, the following Build Agent limits have been increased: * Build Agent (Trial): 100 prompts per instance per 30-day cycle * PDIs: 25 prompts per instance per cycle {#rn-summary-changes__ul_d2d_vcr_x3c} Note: Limits are per-instance, not per-user. Only submitted prompts contribute to the limit. Plan approvals are not counted. [Support for global scope](https://www.servicenow.com/docs/access?context=exploring-build-agent&version=zurich&pubname=zurich-application-development&ft:locale=en-US) : Build apps and metadata in the global scope. |
| Business Continuity Management | [Configuring the phases](https://www.servicenow.com/docs/access?context=set-up-phases&version=zurich&pubname=zurich-governance-risk-compliance&ft:locale=en-US) : The Active phases module is available in the General Administration setup for configuring the phases. [Phase column](https://www.servicenow.com/docs/access?context=add-a-recovery-task&version=zurich&pubname=zurich-governance-risk-compliance&ft:locale=en-US) : The recovery and event tasks now include the Phase column in the list and form views, indicating association with specific phases within the recovery process. [Do not include tasks in time calculation](https://www.servicenow.com/docs/access?context=create-new-recovery-task-form&version=zurich&pubname=zurich-governance-risk-compliance&ft:locale=en-US) : The Do not include tasks in time calculation field has been added to Recovery tasks, enabling you to exclude specific tasks from overall time calculations. [Asset recovery level column](https://www.servicenow.com/docs/access?context=create-new-recovery-task-form&version=zurich&pubname=zurich-governance-risk-compliance&ft:locale=en-US) : The Asset recovery level column is added to the recovery tasks to indicate recovery levels of the assets. [Include task in field](https://www.servicenow.com/docs/access?context=create-new-recovery-task-form&version=zurich&pubname=zurich-governance-risk-compliance&ft:locale=en-US) : The Include task in field is added in the recovery tasks to specify whether a task should be included in an exercise, crisis event, or both. [Finalized RTO and RPO](https://www.servicenow.com/docs/access?context=create-new-impact-analysis-reference-form-bcm-uib-ws&version=zurich&pubname=zurich-governance-risk-compliance&ft:locale=en-US) : The Finalized RTO column is shown in the chart and list views, replacing the previously shown RTO and Adjusted RTO columns. Similarly, the Finalized RPO column is shown in the chart and list views, replacing the previously shown RPO and Adjusted RPO columns. [Associated plans tab](https://www.servicenow.com/docs/access?context=add-related-plans-recovery-teams-bcp-uib-ws&version=zurich&pubname=zurich-governance-risk-compliance&ft:locale=en-US) : The Associated plans tab in the Plan record replaces the Related plan and Parent plan tabs. Upstream, Downstream, and Related plans are now included as associated plan types. [Gantt chart in the Hierarchy view](https://www.servicenow.com/docs/access?context=managing-enhanced-hierarchical-view-in-event-tasks&version=zurich&pubname=zurich-governance-risk-compliance&ft:locale=en-US) : A Gantt chart has been added to the Hierarchy view to help visualize the planned and actual timelines of event tasks. [Predefined Word templates](https://www.servicenow.com/docs/access?context=edit-report-temp&version=zurich&pubname=zurich-governance-risk-compliance&ft:locale=en-US) : Predefined Microsoft Word templates are now provided in the instance. [Similar tasks group tab](https://www.servicenow.com/docs/access?context=identifying-running-dup-tasks-once&version=zurich&pubname=zurich-governance-risk-compliance&ft:locale=en-US) : The Similar tasks groups tab is now included in the events and the Create similar tasks group UI action is available in the Event tasks tab. [Action items tab in Exercises and Crises modules](https://www.servicenow.com/docs/access?context=create-action-items-based-on-smart-assessments&version=zurich&pubname=zurich-governance-risk-compliance&ft:locale=en-US) : The Action items tab is now available in both exercises and crises. [Pagination for alerts](https://www.servicenow.com/docs/access?context=manage-alerts-in-crisis-map-interface-uib-ws&version=zurich&pubname=zurich-governance-risk-compliance&ft:locale=en-US) : Pagination has been added to alerts in Crisis map, to make them more readable on the map interface.Edit the impacted area of an alert by using custom shapes or a custom radius. Similarly, you can revert the changes made to an impacted area within the map interface. Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. |
| Card data security | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. |
| Career Conversations | [AI Agents button to create a growth conversation using Now Assist](https://www.servicenow.com/docs/access?context=agentic-wf-conversations-na-td&version=zurich&pubname=zurich-employee-service-management&ft:locale=en-US) : A Plan conversation with AI button is added to the Career Conversations home page. Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. |
| Case management for CSM | : Sharing task plan templates ensures that only authorized users can access, edit, or share templates based on their role and location, preventing misuse and maintaining operational integrity. Sharing task plant template features include: * Access control: Users can now provide access to task plan templates at various levels, including user, group, and service organization. * Ownership Management: The Owner or an Admin can change the ownership of a Template by updating the Owner field. * Global template: Task plan templates can be marked as global, making them visible to all users with read access. * Form and List Layouts: Admins can view and edit form and list layouts for sharing, displaying all relevant fields. * Notifications: In-app notifications are sent when access is granted, Selecting the notification opens the shared template directly. {#rn-summary-changes__ul_rbw_zz5_chc} [Task plan template configurations](https://www.servicenow.com/docs/access?context=task_plan_template_configurations&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US) : Admins can create configurations for task plan templates that pre-fill information when creating a new task plan template. [Filtering service definitions](https://www.servicenow.com/docs/access?context=csm-service-definitions&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US) : Enable agents to filter the service definitions that are shown on the service selector in the following ways: * By user, role, group, or agent * By entity critera such as location, customer level, or related entities {#rn-summary-changes__ul_cpt_skm_w2c} [Case lines for Case Management - Add multiple entitlements to case lines](https://www.servicenow.com/docs/access?context=csm-case-mgmt-case-lines&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US) : View the available entitlements on a case line and associate the multiple entitlements to that case line. Available entitlements are associated with the contracts and entitlements that are purchased by the customer. [Customer Service Case Types moved from family to store release](https://www.servicenow.com/docs/access?context=customer-service-case-types&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US) : Starting with the Zurich release, the Customer Service Case Types application (sn_csm_case_types) has moved to the ServiceNow Store. Any new enhancements to this application are delivered through the Customer Service Case Types store app. Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [Targeted Communications](https://www.servicenow.com/docs/access?context=targeted-comm-publication-workflows&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US) and [Case Digests](https://www.servicenow.com/docs/access?context=customer-service-case-digests&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US#section_ast_r2k_qfc) workflows : Legacy workflows for the Targeted Communications (com.sn_publications) and Case Digests (com.sn_csm_case_digest) applications have been migrated to low-code flows in Workflow Studio. The functionality of the flows remains the same. [Classifying sensitive data](https://www.servicenow.com/docs/access?context=dps-data-privacy-overview&version=zurich&pubname=zurich-platform-security&ft:locale=en-US) : Fields in the Customer Service Management and Targeted Communications tables are mapped to the Data Privacy data classes. For more information, see the [Data privacy overview](https://www.servicenow.com/docs/access?context=dps-data-privacy-overview&version=zurich&pubname=zurich-platform-security&ft:locale=en-US) topic in the ServiceNow® Platform Security documentation. Deny-Unless ACLs implemented on CSM tables : Deny-Unless access control lists (ACLs) were implemented on CSM tables for non-authenticated users, such as users with public roles. With this minimum-security setting, only authenticated users can perform read, write, delete, or create actions on these tables. For more information about Deny-Unless ACLs, see the [Deny-Unless ACL](https://www.servicenow.com/docs/access?context=acl-denial-behavior&version=zurich&pubname=zurich-platform-security&ft:locale=en-US) topic in the ServiceNow® Platform Security documentation. |
| Change Management | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [Propose a standard change template in Service Operations Workspace](https://www.servicenow.com/docs/access?context=propose-standard-change-sow&version=zurich&pubname=zurich-it-service-management&ft:locale=en-US) : As a user with the itil role, you can create a standard change template proposal in Service Operations Workspace. |
| Cloud Cost Management | Optimization view on the Cloud Cost Management Workspace{#rn-summary-changes__cloud-cost-management-rn-2026-09-changed-feature-1} : The Recommendations have been moved from the Operations view to the newly added Optimization view in the Cloud Cost Management Workspace. The Optimization view shows savings opportunities and recommendations for you across Unused resources, Rightsizing, Business hours, and Commitments. [Granular instance operator role](https://www.servicenow.com/docs/access?context=cloud-insights-roles&version=zurich&pubname=zurich-it-asset-management&ft:locale=en-US){#rn-summary-changes__cloud-cost-management-rn-2026-03-changed-feature-1} : Use the instance operator role to perform routine operational tasks without requiring the full admin role for basic operations. By using limited privileges in the instance operator role, you can help reduce security risks across your organization. Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [Use Exports option on the Azure Billing Download Job form](https://www.servicenow.com/docs/access?context=schedule-azure-billing-job&version=zurich&pubname=zurich-it-asset-management&ft:locale=en-US) : The Use Exports option is selected by default. This option is used for the Azure Export method. [New fields on the Azure Billing Download Job form when the Use Exports option is selected](https://www.servicenow.com/docs/access?context=schedule-azure-billing-job&version=zurich&pubname=zurich-it-asset-management&ft:locale=en-US) : Three new fields, Billing Account Id Type, Actual Cost Export Name, and Amortized Cost Export Name, have been added to the Azure Billing Download Job form. These fields appear when the Use Exports option is selected. |
| Code Signing | Coral theme{#rn-summary-changes__d2512e121} : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [Enhanced Code-Signing Verification for ACC Framework Table](https://www.servicenow.com/docs/access?context=config-code-signing&version=zurich&pubname=zurich-platform-security&ft:locale=en-US){#rn-summary-changes__code-signing-rn-rn-workspace} : You can now generate KMF signature files for tables that extend Agent Client Collector Configuration (`sn_agent_configuration_file`) and Agent Client Collector Plugin (`sn_agent_asset`). This enhancement allows attachments from the tables to successfully pass code-signing verification and be downloaded to the MID Server when code signing is enabled. |
| Collaborative Work Management | [My Work enhancements](https://www.servicenow.com/docs/access?context=my-work-in-cwm&version=zurich&pubname=zurich-it-business-management&ft:locale=en-US) : Track all your work at one place using enhanced My Work. My Work now supports all ServiceNow task records-such as incidents, changes, and requests-whether they originate in CWM or outside, giving you a unified view of everything assigned to you. This helps you stay on top of overdue or open tasks and improves on-time delivery. Additionally, the Item type filter is refined to show all CWM tasks (including custom ones) grouped under a single category, instead of listing every CWM task type individually. You'll also only see task types in the filter that you're actually assigned to, reducing clutter and making it easier to filter what matters. [Enhancements to tables in Docs](https://www.servicenow.com/docs/access?context=cwm-docs&version=zurich&pubname=zurich-it-business-management&ft:locale=en-US) : * Resize the column width of a table per your preference. * Add color to single or multiple table cells. * Select multiple cells of a table using the mouse device or by pressing Shift+ one of the arrow keys on the keyboard. * Delete content from multiple cells using the Backspace or Delete keys. * Copy and paste cell content: * Copy content from one cell and paste it to multiple cells. * Copy content from n number of cells and paste it to another set of n number of cells. * Copy content from multiple cells and paste it as a new table in an empty block on the page. {#rn-summary-changes__ul_pt4_ffw_4hc} {#rn-summary-changes__ul_rxs_t2n_dhc} Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [Enhancements to CWM Board templates](https://www.servicenow.com/docs/access?context=templates-in-cwm-for-spaces-boards-and-docs&version=zurich&pubname=zurich-it-business-management&ft:locale=en-US) : * While saving a Board as a template, choose between saving the current view or all shared views. You can see the number of Board views and custom task types that are included in this template.These details are displayed in the Template Center, where you can select a template that best meets your team's needs. * Apply template: While applying a Board template, you can see the number of Board views and custom task types that you get if you apply this template. The Board views drop-down list lets you switch between views and provides information on the type of views that are enabled in this template. Only those custom columns that are part of these views are brought over when you apply this template. {#rn-summary-changes__ul_skl_yql_wfc} [Collaborating with Spaces in CWM](https://www.servicenow.com/docs/access?context=cwm-spaces&version=zurich&pubname=zurich-it-business-management&ft:locale=en-US) : When a user is added to the Assigned to field of a CWM task but doesn't have access to the Space yet, the email notification requesting access is sent only to the Space owners. This way, there's less email clutter for all the Space users because notifications are sent to only those users who need to know this information. [New columns for CWM tasks](https://www.servicenow.com/docs/access?context=agile-sprint-planning-in-cwm&version=zurich&pubname=zurich-it-business-management&ft:locale=en-US) : Every task within a CWM Board has new columns called Sprint and Story points. You can use these columns if you choose to plan any task into Sprints. These columns are available on every type of work item, including the items that are brought into the Board through Connected work. [Changes within CWM Docs](https://www.servicenow.com/docs/access?context=cwm-docs&version=zurich&pubname=zurich-it-business-management&ft:locale=en-US) : * Open the keyboard shortcut panel: * macOS: Cmd + Option + K * Windows OS: Ctrl + Alt + K {#rn-summary-changes__ul_er3_xnp_yfc} * Images can be resized after inserting them within a table cell. * The page name can be updated by editing the name and clicking anywhere on the Doc. * Moving content blocks to within a numbered list or deleting a list item from a list automatically adjusts the list numbering. {#rn-summary-changes__ul_zly_rbk_yfc} |
| Common Core | [Downstream risks related list](https://www.servicenow.com/docs/access?context=entities-in-risk-ws&version=zurich&pubname=zurich-governance-risk-compliance&ft:locale=en-US) : The Downstream risks related list on the entity record page has been renamed Risks. Coral theme : Coral is now the default theme for Vendor Management Workspace, portal, and mobile experiences. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [States in the entity based record access update utility](https://www.servicenow.com/docs/access?context=eba-configuration-states&version=zurich&pubname=zurich-governance-risk-compliance&ft:locale=en-US) : A new Preview state has been added to the record access update utility life cycle. You can now review the estimated number of impacted records before you apply the restrictions. This step helps you to validate the selected scope, assess potential impacts, and make adjustments, if needed. It also adds an extra layer of control and reduces the risk of unintended access changes. |
| Configurable Workspace | [AI filter assist](https://www.servicenow.com/docs/access?context=use-ai-filter-assist&version=zurich&pubname=zurich-platform-user-interface&ft:locale=en-US) : Convert everyday language into an encoded query with AI filter assist. Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. Lists : The following UI changes have been made to lists: * Change list header organization for responsive experiences. * Access the filter from the list header. * Use HTML fields in lists that are scrollable and display formatted text. {#rn-summary-changes__ul_f2q_nj2_mfc} Forms : The following UI changes have been made to forms: * Live presence displays who is viewing the form. Access a user's contact card by selecting their avatar. * Currency fields display a menu with a search field and currency descriptions. {#rn-summary-changes__ul_b3h_xmd_1gc} Activity stream : The following UI changes have been made to the Activity stream: * The Compose header is hidden when you're not using the stacked view. * Text area inputs are displayed as a single line. * Text area and rich text editor resize automatically. * The line height was set to display the scrollbar. * In the Activity stream, a post indicates when field changes were made by an AI agent instead of a human agent. When the AI agent updates the fields, the post also displays a message that field changes were made by Now Assist. * Translate emails in the Activity stream to your system language using the translate button. {#rn-summary-changes__ul_qws_xfm_mfc} Email composer : Email recipient pills display whether the user is online. Select an email recipient pill to view the user's contact card. Attachments panel : The following UI changes have been made to the Attachments panel: * Preview files, change file names, select an encryption module, and remove files individually with a preview modal for attachments. After you select attachments to upload, the modal displays the selected files in a list view. For mobile experiences, the preview modal displays as a carousel with thumbnails. * Delete selected attachments from the Attachments panel by using the More Actions menu. {#rn-summary-changes__ul_r5h_3ch_bgc} [Browser warning for unsaved changes](https://www.servicenow.com/docs/access?context=config-browser-warning-unsaved-changes&version=zurich&pubname=zurich-platform-user-interface&ft:locale=en-US) : Configure a browser warning to alert you of unsaved changes when you navigate away from a page using the back or forward buttons. [Record List component bundle enhancements in UI Builder](https://developer.servicenow.com/dev.do#!/reference/next-experience/zurich/now-components/record%20list/overview) : Configure these enhancements to the Record List component bundle in UI Builder: * Select Related list as a list type option. * Switch between the standard view and gallery list, which displays list items as cards. {#rn-summary-changes__ul_ljl_nk2_mfc} [Export lists to Google Sheets](https://www.servicenow.com/docs/access?context=exporting-lists-google-spreadsheets&version=zurich&pubname=zurich-platform-user-interface&ft:locale=en-US) : Export your lists to Google Sheets directly from the Export menu. [Live updates for lists](https://www.servicenow.com/docs/access?context=live-list-updates-configurable-workspace&version=zurich&pubname=zurich-platform-user-interface&ft:locale=en-US) : Configure live updates at the list page level without affecting other lists in your Configurable Workspace. [Predicate Builder component enhancements in UI Builder](https://developer.servicenow.com/dev.do#!/reference/next-experience/zurich/now-components/now-predicate-builder/uib-setup) : Configure these enhancements to the Predicate Builder component in UI Builder: * Use the Predicate Builder for all list types. * Set up a read-only version of the Predicate Builder to display all conditions without users editing them. {#rn-summary-changes__ul_wft_rl2_mfc} [Form component enhancements in UI Builder](https://developer.servicenow.com/dev.do#!/reference/next-experience/zurich/now-components/form%20record%20page/uib-setup) : Configure these enhancements to the Form component in UI Builder: * Display Boolean fields as a toggle. * Add an indicator that marks unsaved fields after any changes. * Wrap field labels instead of truncating them. * Change field-level configurations from field context menus displayed as a gear icon beside every field label. * Choose whether related lists load with the form, after the form, or on demand. * Hide the related list header when the last record is removed. * Choose to display field labels beside its value or stacked vertically. * Suppress special handling notes and notifications from secondary forms on a page. {#rn-summary-changes__ul_xt2_5rl_mfc} [Personalize Form menu](https://www.servicenow.com/docs/access?context=hide-personalize-form-menu&version=zurich&pubname=zurich-platform-user-interface&ft:locale=en-US) : Customize which fields display on a form with the Personalize Form menu in the form header. Use system properties to hide the Personalize Form menu or change the roles with access to the menu. [Format string fields with guidance text and inline validation](https://www.servicenow.com/docs/access?context=format-regex-pattern-string-fields&version=zurich&pubname=zurich-platform-user-interface&ft:locale=en-US) : Set up guidance text to display in string fields with format requirements such as account ID, SSN, or SIN. Use regular expression inline validation to display an error message if input values are incorrect. [Advanced view rules configuration](https://www.servicenow.com/docs/access?context=configure-advanced-view-rules-forms&version=zurich&pubname=zurich-platform-user-interface&ft:locale=en-US) : Use client scripts to set up view rules configurations. [Activity Stream Compose component enhancements in UI Builder](https://developer.servicenow.com/dev.do#!/reference/next-experience/zurich/now-components/now-activity-stream-compose-connected/uib-setup) : Configure these enhancements to the Activity Stream Compose component in UI Builder: * Hide the rich text editor toggle for your workspace without affecting other experiences. * Rename and reorder Emails, Work notes, and Comments tabs. * Annotate new activities to make it easier for you to find unread emails and messages. {#rn-summary-changes__ul_qvj_qjm_mfc} [@mentions for the email composer](https://developer.servicenow.com/dev.do#!/reference/next-experience/zurich/shared-components/now-email-client-composer-connected/overview) : Configure @mentions in UI Builder for the Email composer and Email composer (mini) components, enabling you to add an email recipient by using an @mention in the email body. [Digital signature and encryption in the email composer](https://www.servicenow.com/docs/access?context=config-email-digital-signature-encryption&version=zurich&pubname=zurich-platform-user-interface&ft:locale=en-US) : Send emails with a digital signature that verifies you as an authentic sender and an email encryption that certifies authentic recipients. [Custom attachment layout](https://developer.servicenow.com/dev.do#!/reference/next-experience/zurich/now-components/now-record-common-attachments-connected/uib-setup) : Configure a custom layout mode for the Attachments component in UI Builder. Customize the maximum file size, file types, multiple file uploads, and preview modal. [Adding the Now Assist icon to action buttons](https://www.servicenow.com/docs/access?context=create-da-buttons-now-assist-icon&version=zurich&pubname=zurich-platform-user-interface&ft:locale=en-US) : Use declarative actions to create buttons with the Now Assist (![]()) icon and hover animation. |
| Configuration Compliance | [Remediation task rule execution mode](https://www.servicenow.com/docs/access?context=sem-grouping-multiple-findings-remediation-tasks-processing&version=zurich&pubname=zurich-security-management&ft:locale=en-US) : You can now choose how remediation task rules are evaluated during ingestion. The new Match First execution mode evaluates rules sequentially and applies only the first matching rule, assigning each finding to exactly one remediation task. The default Match All mode continues to evaluate all applicable rules. [Optimized Tenable.io Compliance Results ingestion](https://www.servicenow.com/docs/access?context=tenable-io-integrations-list&version=zurich&pubname=zurich-security-management&ft:locale=en-US) : Starting with v\[VERSION\], the Tenable.io Compliance Results Integration is replaced by the Tenable.io Fixed Compliance Results Integration and Tenable.io Open Compliance Results Integration. Compliance results are now imported based on their status, optimizing ingestion performance and scalability for environments with large volumes of compliance data while keeping remediation and compliance tracking aligned with the current state of findings. Optimized Tenable.io Compliance Results ingestion : Starting with v\[VERSION\], the Tenable.io Compliance Results Integration is deprecated and replaced by the Tenable.io Fixed Compliance Results Integration and Tenable.io Open Compliance Results Integration. Compliance results are now imported based on their status, optimizing ingestion performance and scalability for environments with large volumes of compliance data while keeping remediation and compliance tracking aligned with the current state of findings. [Qualys Integration -- API enhancements](https://www.servicenow.com/docs/access?context=qualys-rest-messages-cc&version=zurich&pubname=zurich-security-management&ft:locale=en-US) : Qualys Integration has been upgraded to support newer Qualys API versions across Host Detection, Host List, Knowledgebase, PC Controls, PC Policies, and PCRS integrations. The integrations now ingest additional data fields, including vulnerability detection source, authentication privilege status, active status for controls and policies, and cloud metadata, giving you better visibility into your vulnerability and compliance data. Use the new `posture_api_version` integration instance parameter to choose between the default v2.0 APIs or the newer v5.0 streaming APIs for the PCRS Policy Host and PCRS Test Results integrations. [Configure Tenable test result granularity](https://www.servicenow.com/docs/access?context=cc-tenable-tr-granularity&version=zurich&pubname=zurich-security-management&ft:locale=en-US) : Starting with v15.6.1, you can configure the granularity of Tenable Configuration Test Results (CTRs) to split results into unique findings. For example, if a database has five instances, the system generates five distinct test results, one per instance, providing improved visibility into individual patching efforts. [Configure Qualys Test Result Granularity](https://www.servicenow.com/docs/access?context=cc-qualys-tr-granularity&version=zurich&pubname=zurich-security-management&ft:locale=en-US) : Starting with v15.4.3, you can configure the granularity of Qualys Configuration Test Results (CTR) in configuration compliance and split CTRs into unique findings. For example, if a database has five instances, the system generates five distinct test results, one per instance, providing improved visibility into individual patching efforts. [Configure maximum rows in related lists](https://www.servicenow.com/docs/access?context=vr-max-rows-rel-list&version=zurich&pubname=zurich-security-management&ft:locale=en-US) : To improve readability and performance, you can now limit the number of rows shown in related lists on forms by setting the system property sn_vul_cmn.related_list.set_max_row. [Improved state management for remediation tasks and vulnerable items](https://www.servicenow.com/docs/access?context=vr-rt-states&version=zurich&pubname=zurich-security-management&ft:locale=en-US) : State management logic for roll down of state from remediation tasks (RTs) to findings and roll up of state from findings to RTs has been refined across all modules. Updates improve accuracy by handling mixed item states (a combination of Deferred and Closed), supporting closure of tasks in sub-states like In-Review, and reopening tasks based on the Assigned To field. The update also improves handling of False Positive state transitions based on scanner results as source of truth. These enhancements reduce manual effort, clarify task ownership, and streamline remediation workflows. |
| Configuration Management Database (CMDB) | [Role configuration required for agentic workflows and AI agents](https://www.servicenow.com/docs/access?context=aia-role-masking&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : Agentic workflows and AI agents included with your applications require additional security configuration. If you select Users with selected roles for your user access security controls for an agentic workflow or AI agent, you must add the installed roles, or they will not execute. See the documentation for the agentic workflow or AI agent for the specific roles you must add. [CMDB Workspace v7.6](https://www.servicenow.com/docs/access?context=cmdb-workspace&version=zurich&pubname=zurich-servicenow-platform&ft:locale=en-US) : * On the Published policy tile on the Data Manager policies page, the policies list view now shows the scheduled job that is associated with the policy and the user that the policy runs as. For more information, see [Create a CMDB Data Manager policy](https://www.servicenow.com/docs/access?context=data-manager-create-policy-wrkspc&version=zurich&pubname=zurich-servicenow-platform&ft:locale=en-US). * Instead of the system automatically setting the run as attribute of the scheduled certification and attestation jobs to be the user that authored the policy, you can now set a specific user that adheres to the policies and regulations in the organization. Configure the default values for the run as user and user accounts available for run as assignees for auditing purposes when it's important to know who initiated the changes. For more information, see [Components related to CMDB Data Manager](https://www.servicenow.com/docs/access?context=components-cmdb-data-manager&version=zurich&pubname=zurich-servicenow-platform&ft:locale=en-US). * For certification and attestation policy tasks, choose how to assign tasks in cases where a specified task assignment field is empty for a target CI. Specify a user or a user group to assign such tasks to, or create the tasks without assigning them. An administrator can later review and assign those tasks. For more information, see [Create a CMDB Data Manager policy](https://www.servicenow.com/docs/access?context=data-manager-create-policy-wrkspc&version=zurich&pubname=zurich-servicenow-platform&ft:locale=en-US). * View the closed tasks in the My Work view in CMDB Workspace. Select the Closed card in the Task status tile to review the (in read-only mode) details for tasks that are in the Closed Complete, Closed Canceled, Closed Incomplete, or Rejected state. For more information, see [My Work view in CMDB Workspace](https://www.servicenow.com/docs/access?context=cmdb-workspace-govern-view&version=zurich&pubname=zurich-servicenow-platform&ft:locale=en-US). * New CIs in the Create CI experience no longer have their Operational status attribute set. The new CI Operational state attribute appears on the Additional attributes page of the Create CI experience. Setting it to any value is optional. For more information, see [Create a CI manually in CMDB Workspace](https://www.servicenow.com/docs/access?context=create-ci-manual-cmdb-workspace&version=zurich&pubname=zurich-servicenow-platform&ft:locale=en-US). * The itil user role now contains the sn_cmdb_user user role and no longer contains the sn_cmdb_editor user role. As a result, the following functions that were accessible to itil users now require the sn_cmdb_editor user role: * Create and delete the operations that are related to CMDB 360 queries. * Access the CMDB Retirement Definitions module by navigating to AllConfigurationCMDB Retirement Definitions. * Access the Create CI quick link on the Home view of CMDB Workspace. {#rn-summary-changes__ul_bc5_qtf_wfc} {#rn-summary-changes__ul_z4x_qrt_3fc} Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [Containment in the itil user role](https://www.servicenow.com/docs/access?context=installed-with-cmdb-workspace&version=zurich&pubname=zurich-servicenow-platform&ft:locale=en-US) : In zBooted instances, the itil user role no longer contains the sn_cmdb_editor user role and the itil_admin user role no longer contains the sn_cmdb_admin user role. However, the sn_cmdb_admin and the sn_cmdb_editor user roles now have full (create, update, delete) access to the Configuration Item \[cmdb_ci\] class. [Constraints when deleting a CMDB Data Manager retirement definition](https://www.servicenow.com/docs/access?context=data-manager-manage-ret-def-wrkspc&version=zurich&pubname=zurich-servicenow-platform§ion=data-manager-delete-ret-def-wrkspc&ft:locale=en-US) : The same constraints that exist when deleting a retirement definition in CMDB Workspace now apply when directly accessing the CMDB Retirement Custom Definitions \[cmdb_retirement_custom_definitions\] table: * The retirement definition that you want to delete must be in an inactive mode (Active = false). * The retirement definition for the Configuration Item \[cmdb_ci\] class can't be deleted. {#rn-summary-changes__ul_rwv_5gn_tfc} [Prioritize using IRE identification rules for uniquely identifying CIs](https://www.servicenow.com/docs/access?context=ire&version=zurich&pubname=zurich-servicenow-platform&ft:locale=en-US) : Configure the system to prioritize the use of IRE identification rules to uniquely identify CIs in a payload, instead of using the source_name and source_native_key fields. For more information about using the glide.identification_engine.skip_sys_object_source_matching system property to control this behavior, see [Properties](https://www.servicenow.com/docs/access?context=properties-id-reconciliation&version=zurich&pubname=zurich-servicenow-platform&ft:locale=en-US). [Run a query in an enhanced execution mode](https://www.servicenow.com/docs/access?context=config-query-builder-engine-mode&version=zurich&pubname=zurich-servicenow-platform&ft:locale=en-US) : Set the execution mode for a saved CMDB Query Builder query to run using an enhanced query execution engine, which is designed for improved performance and scalability. [New role required for the Create configuration item agentic workflow](https://www.servicenow.com/docs/access?context=na-cmdb-awf-ci-creator&version=zurich&pubname=zurich-servicenow-platform&ft:locale=en-US) : The sn_cmdb_admin role is now required to use the Create configuration item agentic workflow (was sn_cmdb_editor). |
| Container Vulnerability Response | [Configure maximum rows in related lists](https://www.servicenow.com/docs/access?context=vr-max-rows-rel-list&version=zurich&pubname=zurich-security-management&ft:locale=en-US) : To improve readability and performance, you can now limit the number of rows shown in related lists on forms by setting the system property sn_vul_cmn.related_list.set_max_row. |
| Continual Improvement Management | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. |
| Continuous Authorization and Monitoring | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [New Authorization Documents tab for ATO reports](https://www.servicenow.com/docs/access?context=prepare-auth-pkg&version=zurich&pubname=zurich-governance-risk-compliance&ft:locale=en-US){#rn-summary-changes__grc-continuous-authorization-monitoring-rn-rn-workspace} : Access all Authority to Operate (ATO) artifacts reports from the new Authorization Documents tab available in the Authorization Package. |
| Contract Management Pro for Legal Service Delivery | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. |
| Creator Studio | [Deleting questions from unpublished forms removes the record](https://www.servicenow.com/docs/access?context=creator-studio-delete-forms-questions&version=zurich&pubname=zurich-application-development&ft:locale=en-US) : When you delete a question from an unpublished form, the record for the question is now also removed from the ServiceNow AI Platform. |
| Customer Engagement Sequences | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. |
| Customer Service Problem Management | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. |
| Customer Success Management | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. |
| Customer self-service for Sales Customer Relationship Management | [Order exception support for quantity and shipping location requests](https://www.servicenow.com/docs/access?context=request-order-changes-now-assist&version=zurich&pubname=zurich-order-management&ft:locale=en-US) : Enable customers to request quantity changes and shipping location updates for existing orders, in addition to expedited delivery, through the chat assistant on the Business Portal. [Voice assistant intake for order exception requests](https://www.servicenow.com/docs/access?context=now-assist-order-mgmt-voice-aiagent&version=zurich&pubname=zurich-order-management&ft:locale=en-US) : Enable customers to submit expedite, quantity, and shipping location requests through the voice assistant. The voice assistant captures the request and creates an order case for the order case agent to resolve it in the CRM Workspace. [Scripted extension points for order exception checks and quote thresholds](https://www.servicenow.com/docs/access?context=create-atp-api-call&version=zurich&pubname=zurich-order-management&ft:locale=en-US) : Provide administrators pluggable scripted extension points so they can integrate the chat assistant with their inventory, ERP, and quote systems for delivery availability, quantity validation, shipping location validation, and quote threshold evaluation. [Consolidated extension point for order exception feasibility checks](https://www.servicenow.com/docs/access?context=create-atp-api-call&version=zurich&pubname=zurich-order-management&ft:locale=en-US) : Provide a single scripted extension point (sn_ord_ops_aias.orderExceptionCheckEP) for the manage order operations chat assistant to validate delivery availability, quantity, and shipping location feasibility for order exception requests. This extension point replaces sn_ord_ops_aias.orderExpeditionCheckEP, which previously handled only available-to-promise (ATP) checks for expedited delivery. [Account and contact populated on interaction records for order exception chats](https://www.servicenow.com/docs/access?context=view-interactions-on-order-case&version=zurich&pubname=zurich-order-management&ft:locale=en-US) : Provide live agents with the customer's account and contact details on the interaction record when an order exception chat is handed off from the Business Portal. The Account and Contact fields are auto-populated on the interaction record during the virtual assistant conversation, so the live agent immediately sees the customer context, and the chat summarization feature can summarize the conversation by using those details. [AI-generated chat summary for live agent handoff](https://www.servicenow.com/docs/access?context=resolve-invoice-case-now-assist-agent&version=zurich&pubname=zurich-order-management&ft:locale=en-US) : Provide human agents with an AI-generated summary of the customer's prior virtual assistant conversation at the point of live agent handoff, replacing the full conversation history to accelerate context understanding and improve agent productivity. [Order line quantity validation for invoice disputes](https://www.servicenow.com/docs/access?context=configure-invoice-quantity-check-ep&version=zurich&pubname=zurich-order-management&ft:locale=en-US) : Provide the invoice dispute support assistant AI with an additional validation source for quantity disputes by checking order line quantities when sold product records are unavailable, supporting scenarios such as new orders, non-serialized products, and consumable services. The assistant auto-approves eligible disputes and escalates to a human agent only when order data is ambiguous or missing. Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. |
| Data Management | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. |
| Data Management for CSM | [Explore partial sync](https://www.servicenow.com/docs/access?context=about-partial-sync&version=zurich&pubname=zurich-order-management&ft:locale=en-US) : Partial sync processes the data sections you specify instead of the entire structure, significantly improving performance and reducing resource consumption.The partial sync enhancement includes improved error handling that provides clear, actionable error messages when mandatory fields are missing from synchronization requests. [Entity configuration and mapping](https://www.servicenow.com/docs/access?context=entity-configuration-and-mapping&version=zurich&pubname=zurich-order-management&ft:locale=en-US) : Gain precision in sales entity setup with three new columns in the Lead to Cash Entity Definition table: Filter Conditions, Enable Post Processing, and Post Processing Script. These columns enable targeted data filtering and post-processing logic execution. [Setting up products and available services at a business location](https://www.servicenow.com/docs/access?context=products-services-at-bus-loc&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US)Support for service-related capabilities in business locations : Enable service-related capabilities for business locations by activating the optional Customer Service Case Types (sn_csm_case_types) plugin. [Delta price enhancements](https://www.servicenow.com/docs/access?context=sold-product-form&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US) : The following are enhancements added in Delta pricing: * Added pricing fields that reference sales agreements and captures base prices on sold products to verify consistent pricing during modifications, such as quantity changes or attribute updates. New fields are added to enhance the traceability for subscription-based products. * Added columns to the Sold Product base table. Use the Split from and Split from root to track lineage during upsells, downsells, and expiration date changes ensuring accurate order management, compliance, and analytics. {#rn-summary-changes__ul_xlw_ywq_mhc} [Install base data model enhancements](https://www.servicenow.com/docs/access?context=create-install-base-item&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US) : Improve traceability and product life cycle management with the Install Base Identifier field on the install base form. Base install base items are mapped directly to model categories to support industry-specific product configurations. Added Provider Service Org field on the install base form to support tracking, recall workflows, and post-sale engagement with dealers and partners. [Access control improvements](https://www.servicenow.com/docs/access?context=sold-product-form&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US) : Provide hierarchical access to Install Base items for location managers and staff to manage assets sold by or associated with their service organizations. Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [Enhancements to the declarative responsibility framework](https://www.servicenow.com/docs/access?context=declarative-resposibility-framework&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US){#rn-summary-changes__data-management-for-csm-rn-rn-workspace} : Introduced several key improvements to enhance the flexibility and usability of the declarative responsibility framework: * Enabled responsibility access configurations to support more granular access control. * Updated the data model by adding new fields and renaming select field labels for improved clarity. * Refreshed associated forms and lists to reflect the latest framework updates. {#rn-summary-changes__ul_xky_fsr_dfc} [Updated account manager responsibility access configuration](https://www.servicenow.com/docs/access?context=list-of-reponsibilities-provided-with-base-system&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US) : Enhanced access configurations for account manager responsibilities by creating a unified entity that defines access based on record and role for more consistent and streamlined access control. [Managing account addresses](https://www.servicenow.com/docs/access?context=associate-address-account&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US) : Manage account addresses by associating locations with accounts where the Update access is granted to confirm tracking of address information and support account management. [Updating location records associated with account](https://www.servicenow.com/docs/access?context=delete-address-location-form&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US) : Restricts users from updating a shared location record unless they have the Update access to all associated accounts, confirming location details can only be modified with the necessary permissions across every linked account. |
| Data Privacy | [Text to Regex from a LLM](https://www.servicenow.com/docs/access?context=configure-data-discovery-patterns&version=zurich&pubname=zurich-platform-security&ft:locale=en-US) : Create a regex data pattern with the help of Now Assist, which supports all third-party LLMs approved by ServiceNow. [Full scan support added](https://www.servicenow.com/docs/access?context=configure-data-discovery-jobs&version=zurich&pubname=zurich-platform-security&ft:locale=en-US){#rn-summary-changes__data-privacy-rn-rn-workspace} : Data Discovery jobs support full type scans, which scan for sensitive data patterns in all the records. You can also use an incremental scan, which acts as a delta scan from the point of the last full scan. [XLS and CSV support added](https://www.servicenow.com/docs/access?context=data-discovery-attachment-scanning&version=zurich&pubname=zurich-platform-security&ft:locale=en-US) : Data Discovery attachment scan type jobs now support XLS and CSV files. Attachment scans are incremental scans by default. |
| DevOps Change Velocity | [Jira authentication with 3LO](https://www.servicenow.com/docs/access?context=connect-a-jira-tool-using-oauth-2-0-with-3lo&version=zurich&pubname=zurich-it-service-management&ft:locale=en-US) : Authenticate a Jira tool connection using OAuth 2.0 with three-legged OAuth (3LO) to enable secure, delegated access to your Jira account. [Bitbucket Cloud basic authentication using API token with scopes](https://www.servicenow.com/docs/access?context=bitbucket-integration-dev-ops&version=zurich&pubname=zurich-it-service-management&ft:locale=en-US) : Connect to Bitbucket Cloud using Basic Auth by providing the email address and API token with the required scopes for your Bitbucket Cloud account as app password has been deprecated by Bitbucket. [Enhanced JFrog integration with DevOps Change Velocity](https://www.servicenow.com/docs/access?context=devops-jfrog-connect-workspace&version=zurich&pubname=zurich-it-service-management&ft:locale=en-US) : Gather JFrog evidence seamlessly and create change records automatically using the improved JFrog integration with DevOps Change Velocity. [Bearer authentication in JFrog](https://www.servicenow.com/docs/access?context=devops-jfrog-connect-workspace&version=zurich&pubname=zurich-it-service-management&ft:locale=en-US) : Connect to JFrog using the secure bearer token authentication to comply with JFrog's updated security policies. [HTTP proxy for Docker](https://www.servicenow.com/docs/access?context=servicenow-custom-actions-for-gitlab&version=zurich&pubname=zurich-it-service-management&ft:locale=en-US) : Connect to DevOps Change Velocity through HTTP proxy settings using environment variables in your Docker deployment for instances that run a proxy server. [Health scan enhancements](https://www.servicenow.com/docs/access?context=run-health-scan-check&version=zurich&pubname=zurich-it-service-management&ft:locale=en-US) : * Identify any callback processing issues in your instance. * Identify any access control rule (ACL) that is incorrectly associated with a role in your instance. * Verify whether all DevOps tables are present in your instance and confirm whether all metadata in sys_\* tables is present. * Verify whether all DevOps roles in your instance contain all expected roles, including inherited roles. {#rn-summary-changes__ul_nkx_pcj_13c} [Auto close without Change Management - State Model \[Legacy\] plugin](https://www.servicenow.com/docs/access?context=dev-ops-change-acceleration&version=zurich&pubname=zurich-it-service-management&ft:locale=en-US) : Change requests can now be auto-closed without requiring you to install the Change Management - State Model \[Legacy\] plugin. [Prod deploy commit logic for other step types](https://www.servicenow.com/docs/access?context=dev-ops-commits-release&version=zurich&pubname=zurich-it-service-management&ft:locale=en-US) : Update the sn_devops.commit_rel_change_step_type property to have other step types, like Test or Deploy, use the same commit logic as Prod Deploy. [Override start and end time of a change request](https://www.servicenow.com/docs/access?context=dev-ops-config-change-details&version=zurich&pubname=zurich-it-service-management&ft:locale=en-US) : Set the sn_devops.change_request.auto_close_allow_override_start_time and sn_devops.change_request.auto_close_allow_override_end_time properties as false to consider the change request start and end time instead of the pipeline's when the autoCloseChange parameter is enabled in a pipeline. [Node version of DevOps extension](https://www.servicenow.com/docs/access?context=config-dev-ops-extensions-azure&version=zurich&pubname=zurich-it-service-management&ft:locale=en-US) : The node version of the ServiceNow DevOps extension has been upgraded to version 20.x in Azure DevOps. [Enhanced pipeline governance in GitLab](https://www.servicenow.com/docs/access?context=servicenow-custom-actions-for-gitlab&version=zurich&pubname=zurich-it-service-management&ft:locale=en-US) : View change request details like status, sys_id, priority in the GitLab console when a change request is created in GitLab using Docker image. [Health scan enhancements](https://www.servicenow.com/docs/access?context=run-health-scan-check&version=zurich&pubname=zurich-it-service-management&ft:locale=en-US) : * Identify outdated or prolonged discover and import requests using the DevOps -Stale or Long-Running Discover and Import Requests health check. * Verify whether webhooks have been configured correctly for any tracked repository, pipeline, or plan in GitHub, GitLab, Azure DevOps, and Jenkins using the DevOps webhook configuration analysis health check. * Identify OAuth app configuration issues for GitHub tools in the connected state using the DevOps webhook configuration analysis health check. * Verify if any scheduled job has been configured to run as an invalid or non-admin user. * Navigate to the Findings list from the DevOps Change Workspace home page by selecting View all findings in the Health scan findings widget. {#rn-summary-changes__ul_nqc_rwy_3hc} Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [Support for MID Server cluster](https://www.servicenow.com/docs/access?context=playbook-enter-github-instance-details&version=zurich&pubname=zurich-it-service-management&ft:locale=en-US) : Improve load balancing and failover protection by selecting a MID Server cluster when connecting to a tool instance associated with a MID Server cluster. This configuration enables multiple MID Servers with relevant capabilities to be grouped. [Improved UX for DevOps Change health scans](https://www.servicenow.com/docs/access?context=run-health-scan-check&version=zurich&pubname=zurich-it-service-management&ft:locale=en-US) : Run health scans and analyze findings efficiently in the DevOps Change workspace with an intuitive and user-friendly interface. [Pipeline association for GitHub Actions](https://www.servicenow.com/docs/access?context=sc-github&version=zurich&pubname=zurich-it-service-management&ft:locale=en-US) : When onboarding GitHub Actions pipelines through the App onboarding catalog or the onboarding APIs, now only the selected pipelines are associated with the DevOps app. If no pipeline is selected, all pipelines within the specified repository are associated. [Tool connection check status](https://www.servicenow.com/docs/access?context=devops-reference-error-messages&version=zurich&pubname=zurich-it-service-management&ft:locale=en-US) : If a tool is marked as Disconnected because of a system-generated failure during an unsuccessful connection check, any subsequent successful check automatically updates the connection status to Connected. If you manually disconnect the tool, the tool status remains Disconnected even if there's a subsequent successful connection check. [New roles for vulnerability integration](https://www.servicenow.com/docs/access?context=installed-with-dev-ops&version=zurich&pubname=zurich-it-service-management&ft:locale=en-US) : * The sn_vul.app_sec_manager role is added to the DevOps Tool Owner \[sn_devops.tool_owner\] role when the DevOps Vulnerability Integrations plugin (sn_devops_vul_ints) is installed. * The sn_vul_veracode.configure_integration role is added to the DevOps Tool Owner \[sn_devops.tool_owner\] role when the Vulnerability Response Integration with Veracode plugin (sn_vul_veracode) is installed. {#rn-summary-changes__ul_vxg_h1p_rfc} |
| Developer Sandboxes | [Upgrade enhancements](https://www.servicenow.com/docs/access?context=dev-sbx-clone-upgrade-info&version=zurich&pubname=zurich-application-development&ft:locale=en-US) : Automatic backups for upgrades are now working correctly. This issue is related to PRB2017438. |
| Digital End-User Experience | [Use DEX Desktop Assistant](https://www.servicenow.com/docs/access?context=use-dex-desktop-exp&version=zurich&pubname=zurich-it-service-management&ft:locale=en-US) : By default, the Desktop Assistant home page now has two sections: My resources and Quick links. My resources includes Device health check and Network test cards, while Quick links includes Employee Center and Outages cards. Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [Enhancements to the web and installed apps monitoring setup](https://www.servicenow.com/docs/access?context=admin-new-app-form&version=zurich&pubname=zurich-it-service-management&ft:locale=en-US) : Map a DEX application to an existing service in the Service \[cmdb_service_offering\] or Service Instance \[cmdb_service_auto\] tables. [Administration cards](https://www.servicenow.com/docs/access?context=administration-cards&version=zurich&pubname=zurich-it-service-management&ft:locale=en-US) : Manage the DEX device and application configurations efficiently with the new DEX Administration workspace. [Track experience scores of an individual application](https://www.servicenow.com/docs/access?context=dexscr-track-application-experience&version=zurich&pubname=zurich-it-service-management&ft:locale=en-US) and [Track experience scores of an individual device group](https://www.servicenow.com/docs/access?context=dexscr-track-device-group-experience&version=zurich&pubname=zurich-it-service-management&ft:locale=en-US) : The Suboptimal devices column has been updated in the following pages: * Application health metrics section of the application experience overview page. * Device health metrics section of the device group page. {#rn-summary-changes__ul_lvr_vwh_yfc}The column now displays links to device lists that have average or poor metric scores, replacing the previous device count. [Modified Devices page](https://www.servicenow.com/docs/access?context=dex-workspace-devices-tab&version=zurich&pubname=zurich-it-service-management&ft:locale=en-US) : * The device view is now optimized and segregated into two tabs based on the user persona. The All devices tab is for DEX operators, and the Devices by ACC status tab is for DEX operators and DEX admins. * The application performance tab in the Device page has been enhanced. Filter performance for installed apps and web apps by date and time, and view the performance metrics for the last seven days. * Access the performance page to view the performance and details of both installed and web applications. * Filter the active devices to view only the devices that were active in the last five minutes. {#rn-summary-changes__ul_fkk_ggx_tfc} [Updated landing page](https://www.servicenow.com/docs/access?context=dashboard-cards&version=zurich&pubname=zurich-it-service-management&ft:locale=en-US) : The world map in the Devices section on the DEX landing page now shows the devices list instead of users list. The Impacted Devices card now shows the count of impacted users based on the alerts of both the devices and the applications running on that device. [Updated users link reference](https://www.servicenow.com/docs/access?context=devices-form&version=zurich&pubname=zurich-it-service-management&ft:locale=en-US) : The user link now redirects to Users page in Service Operations Workspace. [Changed device alerts](https://www.servicenow.com/docs/access?context=user-health-card&version=zurich&pubname=zurich-it-service-management&ft:locale=en-US) : View alerts for both your device and its applications in the Alerts section of the Devices page. |
| Digital Portfolio Management (DPM) | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. Enhancements to the Web and installed apps monitoring setup : The process of adding an application for monitoring has been updated to enable you to choose any service from the cmdb_ci_service table or its child tables. The application type filed was added to the monitored applications list. |
| Dispute Rules Content Pack for Mastercard | [July Store Release: Build and update Mastercard chargeback ineligibility rules --- Processing Errors](https://www.servicenow.com/docs/access?context=dispute-rules-content-pack-for-mastercard-landing-page&version=zurich&pubname=zurich-financial-services-operations&ft:locale=en-US) : Ineligibility rule conditions have been updated across the RC 4834 Processing Errors sub-categories to align with the latest Mastercard Chargeback Guide. Updated sub-categories include Transaction Amount Differs, Currency Errors, Cardholder Debited More than Once for the Same Goods or Services, ATM Funds Not Dispensed, Charges for Loss, Theft, or Damages, Merchant Refund Correcting Error Resulted in Cardholder Currency Exchange Loss, Improper Merchant Surcharge, Unreasonable Amount, and Cash was not properly provided from a Purchase with Cash Back transaction. For Currency Errors: A new ineligibility condition has been added. CE is not applicable for ATM transactions (MCC 6011) where either the card was issued outside Europe or the terminal is located outside Europe. For Transaction Amount Differs: The documentation requirements for this sub-category have been updated. For Maestro cards issued in Europe used at terminals outside Europe, no documentation is required. Brazil domestic disputes involving gratuity amounts now have explicit documentation requirements. [July Store Release: Build and update Mastercard chargeback ineligibility rules --- Cardholder Disputes](https://www.servicenow.com/docs/access?context=dispute-rules-content-pack-for-mastercard-landing-page&version=zurich&pubname=zurich-financial-services-operations&ft:locale=en-US) : Ineligibility rule conditions have been added or updated across the following RC 4853 Cardholder Disputes sub-categories to align with the latest Mastercard Chargeback Guide: * Addendum Dispute * Cardholder Dispute of a Recurring Transaction * Counterfeit Goods * Digital Goods Purchase of USD/EUR 25 or Less * Goods or Services Not Provided * Goods or Services Were Either Not as Described or Defective * No-Show Hotel Charge * Refund Not Processed * Refund Posted as a Purchase * Timeshares * Transaction Did Not Complete * Travel/Entertainment Services Not Provided/Not as Described and Merchant Voucher Issued {#rn-summary-changes__ul_jtg_ftn_rjc} New ineligibility rule conditions have also been added for the Cardholder Dispute-Not Elsewhere Classified-United States Domestic (RC 4854) sub-category. Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [Dispute Rules Content Pack for Mastercard chargeback eligibility rules updates](https://www.servicenow.com/docs/access?context=dispute-rules-content-pack-for-mastercard-landing-page&version=zurich&pubname=zurich-financial-services-operations&ft:locale=en-US){#rn-summary-changes__dispute-rules-content-pack-for-mastercard-rn-rn-workspace} : Transformed chargeback eligibility rules into technical formulas to determine the eligibility or ineligibility of a selected transaction for chargeback. New ineligibility conditions have been added across all five existing RC 4808 Authorization sub-categories: * Required Authorization Not Obtained (RANO) * Expired Chargeback Protection Period (ECPP) * Stand-in or X-Code Approval after Issuer Decline (SIXCAID) * CAT 3 Devices (CAT3D) * Transit First Ride Risk Framework Claims (TFRR) {#rn-summary-changes__ul_fzv_rc1_w3c} Expanded eligibility rules for the following fraud dispute reason codes: * RC 4837 (No Cardholder Authorization) * RC 4849 (Questionable Merchant Activity) * RC 4870 (Chip Liability Shift) * RC 4871 (Chip Liability Shift -- Lost/Stolen/NRI Fraud) {#rn-summary-changes__ul_cfz_521_w3c} [Dispute Rules Content Pack for Mastercard intake questionnaire updates](https://www.servicenow.com/docs/access?context=dispute-rules-content-pack-for-mastercard-landing-page&version=zurich&pubname=zurich-financial-services-operations&ft:locale=en-US) : Updated the dispute questionnaire provided through Dispute Rules Content Pack for Mastercard by adding new questions and updating existing questions. |
| Dispute Rules Content Pack for Visa | [Updated chargeback eligibility rules for Visa reason codes 10.1, 10.2, 10.3, 10.4, 13.1, 13.2, 13.3, and 13.4](https://www.servicenow.com/docs/access?context=dispute-rules-content-pack-for-visa-landing-page-1&version=zurich&pubname=zurich-financial-services-operations&ft:locale=en-US) : The chargeback eligibility rules for eight Visa reason codes have been updated to reflect Visa Chargeback Guide v1.1. The rules engine evaluates disputes automatically against the updated criteria; no manual configuration is required. Disputes that do not meet the updated eligibility criteria are flagged as ineligible before submission. [Updated dispute intake questionnaire for fraud disputes involving non-fiat currency and NFTs](https://www.servicenow.com/docs/access?context=dispute-rules-content-pack-for-visa-landing-page-1&version=zurich&pubname=zurich-financial-services-operations&ft:locale=en-US) : The fraud dispute intake questionnaire now includes a conditional question for disputes involving non-fiat currency or NFT transactions, such as cryptocurrency and digital token purchases. When the transaction is identified as a digital asset purchase, dispute agents and cardholders are asked to confirm whether the cardholder claims they were deceived into sending the asset to a fraudulent recipient. The question is shown only when relevant and is cleared automatically when it does not apply. This supports accurate eligibility evaluation without requiring agents to manually identify digital asset transaction types. [Updated dispute intake questionnaire for RC 13.3 (Not as Described) disputes involving non-fiat currency and NFTs](https://www.servicenow.com/docs/access?context=dispute-rules-content-pack-for-visa-landing-page-1&version=zurich&pubname=zurich-financial-services-operations&ft:locale=en-US) : The consumer dispute intake questionnaire for RC 13.3 now includes an additional question for disputes involving non-fiat currency or NFT purchases. After confirming whether the asset received matched the description at the time of purchase, dispute agents and cardholders are asked whether there is evidence that the merchant guaranteed or promised the asset would increase in value. This question determines whether a specific dispute right applies, and appears only after the preceding NFT description question is answered. Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [Visa Resolve Online (VROL) version 26.1 updates](https://www.servicenow.com/docs/access?context=visa-spoke&version=zurich&pubname=zurich-integrate-applications&ft:locale=en-US#section_gsl_nw5_vyb) : Updated the dispute questionnaire provided through the Dispute Rules Content Pack for Visa to align with Visa Resolve Online (VROL) release 26.1 revision changes. |
| Document Intelligence | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. |
| Document Services | [Summarize button](https://www.servicenow.com/docs/access?context=configure-skill-smart-documents&version=zurich&pubname=zurich-servicenow-platform&ft:locale=en-US) : The Summarize button was changed to the Ask Now Assist button. [Property value for digital signature using CAC or PIV smart cards](https://www.servicenow.com/docs/access?context=property-value-cac-piv-signing&version=zurich&pubname=zurich-servicenow-platform&ft:locale=en-US) : Specify the method used to identify and validate the user who has signed the PDF using the property value. Document summarization : Use AI to generate summaries for feedback, disclaimers, and usage tracking in PDFs and Microsoft Word files. [Document Services Framework for Microsoft OneDrive](https://www.servicenow.com/docs/access?context=onedrive-spoke-document-services-framework&version=zurich&pubname=zurich-servicenow-platform&ft:locale=en-US) : Retrieve the list of files and folders based on the given search query from Microsoft OneDrive. [Document Services Framework for Google Drive](https://www.servicenow.com/docs/access?context=google-drive-spoke-document-services&version=zurich&pubname=zurich-servicenow-platform&ft:locale=en-US) : Retrieve the list of files and folders based on the given search query from Google Drive. [PDF generation](https://www.servicenow.com/docs/access?context=pdf-generation-accessibility&version=zurich&pubname=zurich-servicenow-platform&ft:locale=en-US) : Generate a PDF with accessibility for regulated markets. Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [Upload to provider button](https://www.servicenow.com/docs/access?context=upload-external-provider&version=zurich&pubname=zurich-servicenow-platform&ft:locale=en-US) : The Upload to provider button was changed to Upload to cloud button within the Connect with external cloud dialog box. [Sync button](https://www.servicenow.com/docs/access?context=sync-versions&version=zurich&pubname=zurich-servicenow-platform&ft:locale=en-US) : The Sync button was changed to the Download from Cloud button. [Upload to cloud button](https://www.servicenow.com/docs/access?context=upload-versions-external-cloud&version=zurich&pubname=zurich-servicenow-platform&ft:locale=en-US) : The Upload to cloud button has been added for versions. [External Provider Settings tab](https://www.servicenow.com/docs/access?context=sync-versions&version=zurich&pubname=zurich-servicenow-platform&ft:locale=en-US) : The External Provider Settings tab was changed to the External Cloud Settings tab. [Connect documents on external cloud](https://www.servicenow.com/docs/access?context=upload-versions-external-cloud&version=zurich&pubname=zurich-servicenow-platform&ft:locale=en-US) {#rn-summary-changes__document-services-rn-workspace} : Upload your files directly to an external cloud (including multiple versions of the document). [Permissions for external cloud files](https://www.servicenow.com/docs/access?context=document-configuration&version=zurich&pubname=zurich-servicenow-platform&ft:locale=en-US) : Set the sharing permissions on your external cloud files. [Authenticate personal accounts on external cloud](https://www.servicenow.com/docs/access?context=personal-authentication-documents&version=zurich&pubname=zurich-servicenow-platform&ft:locale=en-US) : Implement personal token-based authentication for an external cloud so that you can verify user-specific access, audit trails, and compatibility with existing and future integrations. [Connect file extensions](https://www.servicenow.com/docs/access?context=upload-versions-external-cloud&version=zurich&pubname=zurich-servicenow-platform&ft:locale=en-US) : Link any Google Drive file to a document record by selecting a provider and entering the file URL All file extension are now supported. [HTML to PDF Conversion](https://www.servicenow.com/docs/access?context=pdf-generation-accessibility&version=zurich&pubname=zurich-servicenow-platform&ft:locale=en-US) : Specify an image retrieval timeout for HTML to PDF conversion. [Document classification](https://www.servicenow.com/docs/access?context=share-document-link&version=zurich&pubname=zurich-servicenow-platform&ft:locale=en-US) : Limit public sharing based on a document's classification. |
| Dynamic Translation | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. |
| ERP Semantic Mining | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [ERP Customization Mining application name change](https://www.servicenow.com/docs/access?context=erp-customization-mining-overview&version=zurich&pubname=zurich-integrate-applications&ft:locale=en-US){#rn-summary-changes__erp-customization-mining-rn-rn-workspace} : The name of the ERP Customization Mining application has been changed to ERP Semantic Mining. |
| Employee Center | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. |
| Employee Center Pro | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. |
| Encryption | [Field Encryption Enterprise](https://www.servicenow.com/docs/access?context=now-platform-encryption&version=zurich&pubname=zurich-platform-security&ft:locale=en-US) API{#rn-summary-changes__encryption-release-notes-rn-workspace} : Use all three Encryption APIs to encrypt on attachments, without needing to use any one specific API. |
| Encryption Key Management | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [Updates to GlideEncrypter functionality](https://www.servicenow.com/docs/access?context=glideencrypter-deprecation&version=zurich&pubname=zurich-platform-security&ft:locale=en-US){#rn-summary-changes__encryption-key-mgmt-rn-rn-workspace} : The GlideEncrypter API has been updated to use AES256-GCM encryption via the Key Management Framework. If needed, your instance can be changed to use legacy 3DES encryption, but this task can only be done by ServiceNow support. [Disable GlideEncrypter on your instance](https://www.servicenow.com/docs/access?context=check-3des&version=zurich&pubname=zurich-platform-security&ft:locale=en-US) : GlideEncrypter can be enabled or turned off using the glide.security.glideencrypter.allow system property. This property is unavailable on new Zurich instances, but administrators with the security_admin role can edit this property in upgraded instances. When this system property is set to false, users see this error when attempting to run GlideEncrypter. Unsupported call to GlideEncrypter. Details: GlideEncrypter is deprecated and now returns null, please refer KB1320986 |
| Enterprise Architecture | Granular level admin role changes{#rn-summary-changes__enterprise-architecture-rn-rn-workspace} : Added granular level admin role (sn_apm.apm_admin) to the following system properties in the Enterprise Architecture Workspace: * glide.ui.sn_apm_di_digital_interface_activity.fields- Digital Interface activity formatter fields. * glide.ui.sn_apm_di_digital_integration_activity.fields- Digital Integration activity formatter fields. * sn_apm_tpm.discoveryModelProductTypesForTPM- Product types of discovery models to consider for TPM software suggestions. * sn_apm_tpm.configurationItemsWithSoftwareInstalls- Non hardware configuration items which have software models for TPM discovery process. {#rn-summary-changes__ul_ggp_522_rhc} [Data certification](https://www.servicenow.com/docs/access?context=eaw-work-with-data-cert&version=zurich&pubname=zurich-application-portfolio-management&ft:locale=en-US) : Added the Data Certification section to the Enterprise Architecture Workspace. Also, added the Data Certification icon to the navigation menu of the Enterprise Architecture Workspace. [Enterprise Modeling and Visualization enhancements](https://www.servicenow.com/docs/access?context=eaw-work-with-ent-model-and-visual&version=zurich&pubname=zurich-application-portfolio-management&ft:locale=en-US) : * Added AWS, CSDM, and EA Extended shape libraries. * Added the Toggle Shape Library icon to show or hide the shapes panel. * Added the expand and collapse icons to the shapes categories within the shapes panel. * Added a view modes icon to switch between list and grid views for shape libraries. * Added a download icon to download the diagram as a PNG image. * Added the Modify business process details icon on the business process diagram page. {#rn-summary-changes__ul_vmz_tgh_lhc} [TRM catalog](https://www.servicenow.com/docs/access?context=eaw-export-trm-prod-cat-data&version=zurich&pubname=zurich-application-portfolio-management&ft:locale=en-US) : Added an export icon to the TRM catalog page under Technology Portfolio. [Business Portfolio](https://www.servicenow.com/docs/access?context=eaw-export-business-portfolio-data&version=zurich&pubname=zurich-application-portfolio-management&ft:locale=en-US) : Added an export icon to the Business Portfolio page. [TRM category](https://www.servicenow.com/docs/access?context=trm-category-form&version=zurich&pubname=zurich-application-portfolio-management&ft:locale=en-US) : Added the Owner field in the TRM category form. [TPM lifecycle identifier](https://www.servicenow.com/docs/access?context=eaw-tpm&version=zurich&pubname=zurich-application-portfolio-management&ft:locale=en-US) : Added the TPM lifecycle record identifier on the TPM lifecyles tab on the Technology Portfolio page. [Application Rationalization page enhancements](https://www.servicenow.com/docs/access?context=eaw-rationalize-business-applications&version=zurich&pubname=zurich-application-portfolio-management&ft:locale=en-US) : * Changed the landing page for application rationalization from Bubble chart view to List view. * Enhanced the Bubble chart view to group the business application bubbles whose X and Y-axis values are within the range of +/-0.25 of each other. * Added zoom in, zoom out, and zoom reset buttons to the Bubble chart page. * Moved the planned disposition legend to the bottom of the Bubble chart page. * Display the business application details in the side panel on selecting a single bubble on the Bubble chart page. * Display the list of business application applications in the side panel on selecting a grouped bubble on the Bubble chart page. * Added the bubble count details icon on the Bubble chart page to show the calculation logic for number of bubbles displayed on the Bubble chart. * Added the Data visibility icon to show or hide the Data visibility side panel on the List view page. On enabling the Show actual score data toggle on the Data visibility side panel, the Actuals column appears to display the non normalized indicator scores. * Added the Score for fiscal period filter drop-down. * Added a filter button. * Removed the previously available filter drop-downs. * Added the export icon. * Added the technical debt column on the list view page. * Added the technical debt indicator in the bubble size list under the settings of the bubble chart page. * Updated the color palette of the bubbles in the bubble chart view with bolder hues to enhance the usability and legibility of the bubbles. {#rn-summary-changes__ul_m5j_vps_wgc} [Business applications by TCO score widget](https://www.servicenow.com/docs/access?context=eaw-workspace-dashboard&version=zurich&pubname=zurich-application-portfolio-management&ft:locale=en-US) : * Added X and Y-axis details for the Business applications by TCO score widget in the Portfolio TCO tab of the Enterprise Architecture Workspace page. The X-axis denotes the TCO scores while the Y-axis denotes the number of business applications. * Score calculations are denoted by integers. {#rn-summary-changes__ul_n5r_pql_sfc} [Portfolio page enhancements](https://www.servicenow.com/docs/access?context=eaw-work-with-portfolio-list-view&version=zurich&pubname=zurich-application-portfolio-management&ft:locale=en-US) : * Added the AI Portfolio module. * Added the Product Capabilities section to the Application Portfolio module. {#rn-summary-changes__ul_rfy_trl_sfc} [Portfolio Overview and Health section enhancements on Enterprise Architecture Workspace home page](https://www.servicenow.com/docs/access?context=eaw-apply-filters-portfolio-overview-and-health&version=zurich&pubname=zurich-application-portfolio-management&ft:locale=en-US) : * Added a filter button to the Portfolio Overview and Health section. * Removed the previously available filter drop-downs. * Added an indicator on the filter button to show the number of applied filters. {#rn-summary-changes__ul_tj2_dsl_sfc} Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [View business capabilities for a business application](https://www.servicenow.com/docs/access?context=eaw-view-business-capabilities-assoc-with-ba&version=zurich&pubname=zurich-application-portfolio-management&ft:locale=en-US) : Added the Business Capabilities tab in the business application related list. Add and Remove buttons are added to associate or dissociate a business capability with a business application. [Business application related list enhancements](https://www.servicenow.com/docs/access?context=eaw-app-portfolio&version=zurich&pubname=zurich-application-portfolio-management&ft:locale=en-US) : The business application related list is reorganized, and includes the following available tabs: * Business capabilities * Product capabilities * Information Objects * Architectural Artifacts * Digital Interfaces * Digital Integrations * Total Cost of Ownership * Application Model Lifecycle * TLM Discovered Technologies * TRM Technical Debts * TRM Products * CI Scores * Architecture Reviews * Lifecycle Timelines {#rn-summary-changes__ul_ocv_chl_y2c} [Insights section enhancements on Enterprise Architecture Workspace home page](https://www.servicenow.com/docs/access?context=eaw-insights&version=zurich&pubname=zurich-application-portfolio-management&ft:locale=en-US) : A new card "Past due certification tasks for business applications" is added in the Application Portfolio tab of the Insights section. The following cards are removed from the Application Portfolio tab of the Insights section: * Open quarterly certifications for business applications * Open on demand certifications for business applications {#rn-summary-changes__ul_hmr_rhl_y2c} [Enterprise Modeling and Visualization enhancements](https://www.servicenow.com/docs/access?context=eaw-modeling&version=zurich&pubname=zurich-application-portfolio-management&ft:locale=en-US) : * Added an option to select upstream related records in the Add related records pop-up window. * Added new fields to the Duplicate pop-up window, when trying to duplicate a business process map. The fields are to associate the duplicated business process map with a new business process or an existing business process. * Added an adornment to add text to the connector line between shapes in a diagram. * In the Diagrams page, added a button to delete existing diagrams. * Enhanced the Enterprise Architecture shape library with new shapes for: * Value Stream * Value Stream Stage * AI Model Digital Asset * AI Dataset Digital Asset * AI Prompt Digital Asset * AI System Digital Asset {#rn-summary-changes__ul_iz4_gtl_sfc} * The View details button for a diagram displays the version label, planned rollout date, and description details of that diagram version. Also, added an Edit button on the View details pop-up window, to modify the version label, planned rollout date, and description details. * Added new fields to the Save as new version pop-up window. * Added Undo and Redo buttons to the diagram canvas page. {#rn-summary-changes__ul_n4q_13l_y2c} |
| Enterprise Asset Management | [Shipment asset table label](https://www.servicenow.com/docs/access?context=view-enterprise-asset-shipments&version=zurich&pubname=zurich-it-asset-management&ft:locale=en-US) : Starting from the Enterprise Asset Management version 9.1.0, the Shipment asset \[sn_itam_common_m2m_shipment_asset\] table label has been renamed to Shipment line \[sn_itam_common_m2m_shipment_asset\]. [Shipment quantity field on the Shipment Details form](https://www.servicenow.com/docs/access?context=view-enterprise-asset-shipments&version=zurich&pubname=zurich-it-asset-management&ft:locale=en-US) : Starting from Enterprise Asset Management version 9.1.0, a new field Shipment quantity has been added to the Shipment Details form. The Shipment quantity field displays the quantity of assets shipped for the shipment record. [Enterprise Asset Management demo data migration](https://www.servicenow.com/docs/access?context=install-eam-demo-data&version=zurich&pubname=zurich-it-asset-management&ft:locale=en-US) : All Enterprise Asset Management demo data has migrated from the Enterprise Asset Management application to either the EAM Demo Data application or Indoor Mapping for Assets application. The EAM Demo Data application contains all Enterprise Asset Management demo data except for indoor mapping-related demo data, which is now included in the Indoor Mapping for Assets application. Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [Asset performance dashboard in the Asset analytics view](https://www.servicenow.com/docs/access?context=eam-asset-dboard&version=zurich&pubname=zurich-it-asset-management&ft:locale=en-US) : The Asset performance dashboard in the Asset analytics view of the Enterprise Asset Workspace includes scorecards for Availability, Mean time to repair device (MTTR), and Mean time between failures (MTBF). The Asset availability and related KPIs report and the Asset total time spent report are displayed in the contextual sidebar of the asset form. [Stock orders and Transfer orders tabs for stock rules in Enterprise Asset Workspace](https://www.servicenow.com/docs/access?context=create-eamstockrules&version=zurich&pubname=zurich-it-asset-management&ft:locale=en-US) : The Stock orders tab on a stock rule shows all the stock orders that were created using that specific stock rule. The Transfer orders tab on a stock rule lists all the transfer orders that were generated using that particular stock rule. [Inventory availability tab on the asset form in the Enterprise Asset Workspace](https://www.servicenow.com/docs/access?context=identify-inventory-availability-eam&version=zurich&pubname=zurich-it-asset-management&ft:locale=en-US) : The Inventory availability tab on the asset form lists all available replacement assets and parts or their substitutes in local and remote stockrooms. The Purchase lead time column displays the average number of days that it would take to procure a new asset through a new purchase order. [Failure and resolution list in the Admin center](https://www.servicenow.com/docs/access?context=manage-failure-res-codes-eam&version=zurich&pubname=zurich-it-asset-management&ft:locale=en-US) : The Failure and resolution list in the Admin center of the Enterprise Asset Workspace provides options to create, update, and import failure and resolution codes. [Failure code and Resolution code fields on repair order task forms](https://www.servicenow.com/docs/access?context=troubleshoot-eam-assets-for-repair&version=zurich&pubname=zurich-it-asset-management&ft:locale=en-US) : The Failure code and Resolution code fields appear on repair order task forms. As an asset technician, you can do the following: * On the Troubleshoot asset task form, select a predefined code in the Failure code field. * On the Repair asset task form, select predefined codes in both the Failure code and Resolution code fields. * On the Evaluate asset task form and the Repair order line form, only view the failure code and resolution code selected in the previous tasks. {#rn-summary-changes__ul_fys_z3x_ffc} [Location field on the work order and work order task forms for linear assets](https://www.servicenow.com/docs/access?context=create-eam-work-order&version=zurich&pubname=zurich-it-asset-management&ft:locale=en-US) : For a linear asset, the Location field on the work order and work order task forms in the Enterprise Asset Workspace shows a pencil icon (). Selecting this icon opens a map where you can select a marker location between the start and end markers. [Acknowledge Recall button and Enterprise Recall Tasks tab](https://www.servicenow.com/docs/access?context=acknowledge-recalled-assets-eam&version=zurich&pubname=zurich-it-asset-management&ft:locale=en-US) : When an enterprise recall order is created in the Enterprise Asset Workspace, the Acknowledge Recall button appears. When you select this button, an Acknowledgment task is generated and listed under the Enterprise Recall Tasks tab to confirm whether you want to continue with the recall process. [Aisle and space field on the stockroom audit form](https://www.servicenow.com/docs/access?context=audit-eam-assetinventory&version=zurich&pubname=zurich-it-asset-management&ft:locale=en-US) : When the audit is for a stockroom, the Aisle and space field appears on the audit form in the Enterprise Asset Workspace. [Custom Firmware CPE mapping in the Enterprise Asset Management Content Service](https://www.servicenow.com/docs/access?context=optin-cs-eam&version=zurich&pubname=zurich-it-asset-management&ft:locale=en-US) : The Custom Firmware CPE mapping option enables you to opt in to the Enterprise Asset Management Content Service to improve the normalization process. The Exclude from content service option on the Custom firmware CPE mapping form enables you to exclude these transactions from being shared with the Content Service. [Columns for OT entity and Parent asset attribute in the bulk import templates](https://www.servicenow.com/docs/access?context=overview-bulk-import-eam&version=zurich&pubname=zurich-it-asset-management&ft:locale=en-US) : The bulk import templates include the OT entity and Parent asset attribute columns. When the OT Asset Management application is activated, you can bulk import hardware assets and models in both the Enterprise Asset Workspace and the OT Asset Workspace only if the OT entity column is marked as TRUE. With the Parent asset attribute, you can choose to identify the parent of a child asset using either the asset tag, serial number, or MAC address. [OT entity column in the Advanced Shipment Notification template](https://www.servicenow.com/docs/access?context=asn-eam&version=zurich&pubname=zurich-it-asset-management&ft:locale=en-US) : The Advanced Shipment Notification template includes the OT entity column. When this column is set to TRUE for hardware models, it creates OT hardware assets in the OT Asset Workspace. [Hardware Asset Reclamation Lines tab on OT hardware asset reclamation requests](https://www.servicenow.com/docs/access?context=ot-asset-ws-otam&version=zurich&pubname=zurich-it-asset-management&ft:locale=en-US) : When a reclamation request for an OT hardware asset is created, a hardware reclamation request line is generated and displayed on the Hardware Asset Reclamation Lines tab in the OT Asset Workspace. [OT stock rule check box on the Stock rule form](https://www.servicenow.com/docs/access?context=create-eamstockrules&version=zurich&pubname=zurich-it-asset-management&ft:locale=en-US) : The OT stock rule check box appears on the stock rule form only for hardware models in both the OT Asset Workspace and Enterprise Asset Workspace. However, only the OT asset manager can select or clear this check box in the OT Asset Workspace. The OT stock rule check box indicates whether the stock rule was created in the OT Asset Workspace. [Bulk import instructions for assets](https://www.servicenow.com/docs/access?context=overview-bulk-import-eam&version=zurich&pubname=zurich-it-asset-management&ft:locale=en-US) : The Bulk import instructions option that appears on the contextual sidebar provides guidance on assigning a parent asset when importing assets in bulk. [Report table field values on the TCO comparative report](https://www.servicenow.com/docs/access?context=ot-asset-ws-otam&version=zurich&pubname=zurich-it-asset-management&ft:locale=en-US) : The Report table field on the TCO comparative report shows the Hardware option in the OT Asset Workspace. [Renamed the Pick task required field in the Stockroom details form](https://www.servicenow.com/docs/access?context=enable-pick-task-for-stockroom-eam&version=zurich&pubname=zurich-it-asset-management&ft:locale=en-US) : The Pick task required field in the Stockroom details form has been renamed Warehouse tasks required. This field supports enabling both the Asset put away task and the Asset pick task for the stockroom in the Hardware Asset Workspace. |
| Event Management | Support for OAuth authentication method in Kafka connector : Starting in version 2.17.1, you can use OAuth authentication with the Kafka connector, enabling you to securely connect and manage access without storing or sharing static credentials. Support for SCOM 2025 version : Starting in version 2.17.1, you can now check SCOM 2025 compatibility with the current code, ensuring that the connector setup, alert collection, and Metric Intelligence data ingestion work seamlessly with the latest SCOM release. This helps maintain integration reliability, reduces configuration errors, and ensures smooth upgrade readiness. Group automation enhancements : Starting in version 26.11.0, group automation now supports grouping by impacted service instances and related log properties, with enhanced test automation details for better visibility. These updates enable more effective analysis of alert correlations and more accurate validation of grouping logic.The updated Test Automation section provides detailed insights into alert groups, including total alerts, description, grouping category, node, and time, with support for sorting by grouping type. Validate CI identification in Enrich automation : Starting in version 26.11.0, you can ensure CI attributes are present in the Additional info field of the alert for accurate matching and test CI identification on sample events. Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. Automated regex generation : Effortlessly extract event field content into alert fields with automated regex generation, reducing manual effort and improving accuracy. [Group automation](https://www.servicenow.com/docs/access?context=group-alert-sow-itom&version=zurich&pubname=zurich-it-operations-management&ft:locale=en-US) : Added the Criteria Type field, enabling you to choose how alerts are grouped. |
| External Content Connectors | [Sitemap support in the Webcrawler external content connector](https://www.servicenow.com/docs/access?context=webcrawler-external-content-connector&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : Retrieve content and links from URLs found in sitemaps defined for your web source system when running content crawls for the Webcrawler external content connector. A content crawl only retrieves sitemap URLs that include the crawl's starting point URL. [Start point links for scheduled partial content crawls](https://www.servicenow.com/docs/access?context=create-content-crawl-external-content-connector&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : View the start point for a scheduled partial content crawl via a link in its entry in the the external content connector's list of crawls. [Start point links in partial content crawl history entries](https://www.servicenow.com/docs/access?context=review-crawl-ext-cont-connector&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : View the start point for a scheduled partial content crawl via a link in its crawl history entries. [Limited Role-Based Access Control (RBAC) support in the Atlassian](https://www.servicenow.com/docs/access?context=atlassian-confluence-cloud-external-content-connector&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) Confluence Cloud external content connector : Map source system user and group permissions assigned via RBAC roles to users in your ServiceNow AI Platform instance. [Connector creation UI](https://www.servicenow.com/docs/access?context=creating-ext-cont-connectors&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : The connector creation UI now includes optional steps for configuring user permission crawls (for connectors that support them) and for linking connector search sources to your search profiles. If you want to change these settings for an existing connector, you can configure these settings from the connector editor. [Analytics for external content connectors](https://www.servicenow.com/docs/access?context=analytics-external-content-connectors&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : Analyze connector performance and behavior in a selected time period using the redesigned Analytics page. You can access this page from the connector editor. [Atlassian Jira Cloud connection settings](https://www.servicenow.com/docs/access?context=create-ext-cont-connector-jira&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : The Atlassian Jira Cloud external content connector no longer requires your Atlassian Jira Cloud instance ID as a connection setting. [Microsoft OneDrive connection settings](https://www.servicenow.com/docs/access?context=create-ext-cont-connector-microsoft-onedrive&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : The Microsoft OneDrive external content connector now accepts certificate SHA1 thumbprint hashes in hexadecimal format as well as in base64-encoded format. [Microsoft SharePoint Online connection settings](https://www.servicenow.com/docs/access?context=create-ext-cont-connector-mspo&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : The Microsoft SharePoint Online external content connector now accepts certificate SHA1 thumbprint hashes in hexadecimal format as well as in base64-encoded format. [Microsoft Teams connection settings](https://www.servicenow.com/docs/access?context=create-ext-cont-connector-msteams&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : The Microsoft Teams external content connector now accepts certificate SHA1 thumbprint hashes in hexadecimal format as well as in base64-encoded format. [Connector creation UI](https://www.servicenow.com/docs/access?context=creating-ext-cont-connectors&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : The connector creation UI now includes optional steps for configuring the new connector's crawl settings and creating and scheduling crawls for it. You can still configure these settings from the connector's editor, so you can skip these steps during connector creation if you want to configure crawl settings and create crawls later on. [Webcrawler external content connector](https://www.servicenow.com/docs/access?context=webcrawler-external-content-connector&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : The predefined web sources external content connector has been subsumed into the new Webcrawler external content connector, which enables you to specify a custom web source or select a predefined one. Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. |
| Financial Services Card Operations | [Updated dispute intake questionnaire for July Store release](https://www.servicenow.com/docs/access?context=dispute-rules-content-pack-for-mastercard-landing-page&version=zurich&pubname=zurich-financial-services-operations&ft:locale=en-US) : New questions have been added to the dispute intake questionnaire to support updated Mastercard chargeback ineligibility rule assessment. * For Goods or Services Not Provided disputes (RC 4853): Dispute agents must select the applicable waiver and insurance status for merchandise delivery. Options are: a liability waiver was signed by the buyer; shipment insurance was declined by the buyer; both a liability waiver was signed and shipment insurance was declined; or neither applied. This question is mandatory for dispute agents and is also displayed to cardholders. * For Authorization disputes (RC 4808): Dispute agents must identify the current account status. Options include: account closed; suspended or restricted; fraud or compromise; credit-related issue; or account active and in good standing. This question is specific to Mastercard and is not displayed to cardholders. {#rn-summary-changes__ul_iqx_dtn_rjc} The following additional changes have been made to existing questionnaire questions in this release: * The What is the dispute about? question choice list has been updated: the Multiple Authorization Requests option has been removed from the RC 4808 Authorization list, and Late Presentment has been removed from the RC 4834 Processing Errors list. The following labels have been updated: CAT 3 Devices (formerly Cardholder-Activated Terminal); Transit First Ride Risk (FRR) and Transit First Ride Issuer Liability (FRIL) claims; Installment Billing Dispute-Participating Countries; Cardholder Dispute-Not Elsewhere Classified-United States Domestic (new). * Display conditions have been updated for several existing RC 4853 Cardholder Disputes questions --- including merchandise return date, date the cardholder first notified the issuer, and whether previous negotiation with the merchant occurred --- to reflect the addition of the Cardholder Dispute-Not Elsewhere Classified- United States Domestic sub-category. * For Refund Not Processed disputes (RC 4853): The question asking for the date the cardholder first notified the issuer of the dispute is displayed when the credit voucher or transaction receipt is not dated. This question applies to dispute agents only. {#rn-summary-changes__ul_wbs_wks_tjc} [Updated chargeback eligibility questionnaire for May Store release](https://www.servicenow.com/docs/access?context=dispute-rules-content-pack-for-mastercard-landing-page&version=zurich&pubname=zurich-financial-services-operations&ft:locale=en-US) : New Mastercard-specific questions have been added to the chargeback eligibility questionnaire. For Authorization disputes (all RC 4808 sub-categories): A new mandatory certification statement appears in the dispute information section. It displays after the dispute amount modification reason field. Dispute agents must confirm that authorization was required for the transaction but was not properly obtained before an Authorization chargeback can proceed. For Consumer Dispute RC 4853 Failed Travel Merchant: Two new questions support the bond or insurance scheme reimbursement requirement: * When a bond or insurance scheme exists, agents are asked what response was received from the bonding authority or insurance scheme when reimbursement was requested. * When no response has been received, agents are asked to provide the date on which the reimbursement request was submitted. {#rn-summary-changes__ul_enx_4xz_v3c} Questionnaire questions were updated including RC 4853 Failed Travel Merchant -- Intra-EEA and Domestic European Transactions Only as an additional display condition. [Managing disputes integrated with Mastercard](https://www.servicenow.com/docs/access?context=work-on-disputes-integrated-with-mc&version=zurich&pubname=zurich-financial-services-operations&ft:locale=en-US) : Integrate the Dispute Management workflow with subflows that communicate with Mastercom, supporting an end-to-end dispute life-cycle from raising an initial dispute to final resolution. [Unified dispute intake experience](https://www.servicenow.com/docs/access?context=dispute-intake-overview&version=zurich&pubname=zurich-financial-services-operations&ft:locale=en-US#section_c13_crs_bdc) : The dispute intake process has been streamlined to provide a clear, intuitive experience for customers and dispute agents, resulting in faster resolution and reduced manual effort. A unified interface now allows cardholders, account holders, and agents to raise disputes for both card and non-card (ACH) transactions seamlessly. Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [Overview of the Dispute Management workflow](https://www.servicenow.com/docs/access?context=dispute-management-workflows&version=zurich&pubname=zurich-financial-services-operations&ft:locale=en-US) : Track the progress of the investigation workflow intuitively with a redesigned user interface that presents each transaction within a dispute case using a clear, process-based layout. This new layout visualizes the distinct stages of the investigation workflow, Investigate, Chargeback, and Closure, which enhances visibility and dispute management efficiency. |
| Financial Services Operations Core | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [Added field to Financial transaction table](https://www.servicenow.com/docs/access?context=fso-core-banking-tables&version=zurich&pubname=zurich-financial-services-operations&ft:locale=en-US){#rn-summary-changes__financial-services-card-operations-rn-rn-workspace} : Added the Payment Card field to the Financial transaction \[sn_bom_transaction\] table as part of the Payment card application. |
| Financial Services Operations Integration with Mastercard | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. |
| Financial Services Operations Integration with Visa | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. |
| Flows, subflows, and actions in Workflow Studio | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [Display flow recommendations in flow diagramming view](https://www.servicenow.com/docs/access?context=exploring-flow-recommendations&version=zurich&pubname=zurich-build-workflows&ft:locale=en-US) : Get a list of recommendations for the next item in your flow while in a flow diagramming view. [Launch the flow debugger from an updated button](https://www.servicenow.com/docs/access?context=flow-debugger&version=zurich&pubname=zurich-build-workflows&ft:locale=en-US) : Start the flow debugger from an updated button. [Open conversational subflow settings from an updated button](https://www.servicenow.com/docs/access?context=configure-subflow-conversation-settings&version=zurich&pubname=zurich-build-workflows&ft:locale=en-US) : The option to open subflow conversational settings has moved from the more action menu to the sidebar. [Open conversational action settings from an updated button](https://www.servicenow.com/docs/access?context=configure-action-conversation-settings&version=zurich&pubname=zurich-build-workflows&ft:locale=en-US) : The option to open action conversational settings has moved from the more action menu to the sidebar. [See event sources from a new menu](https://www.servicenow.com/docs/access?context=manage-external-event-sources&version=zurich&pubname=zurich-build-workflows§ion=create-an-external-event-source&ft:locale=en-US) : Create, read, update, or delete external event sources with the Event sources menu. An Event sources menu has been added to a panel of the spokes page that appears after you select a spoke under the Integrations tab. |
| Generative AI Controller | [Changes to Now Assist usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : Starting with Australia Early Access, AI usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to [KB KB2704710: AI Usage - Overview \& New Measurement Logic](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). [Direct action calls removed from Generative AI Controller](https://www.servicenow.com/docs/access?context=now-assist-skill-kit-landing&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : Starting with Zurich Patch 5, the Generative AI Controller (GAIC) no longer supports direct action calls in order to support the security requirements that all AI capabilities be protected by Access Control Lists (ACLs). To create custom generative AI functionality, use AI Skill Kit instead. * Configure actions in the Generative AI Controller * Generate Content to create AI-generated text responses * QnA to answer user questions * Summarize to shorten long or complex text * Generic Prompt to generate ideas or content on any topic * Sentiment Analysis to identify the sentiment of user input {#rn-summary-changes__ul_jgd_k1g_yhc}For more information, refer to [KB KB2716977: Generative AI Controller actions are no longer avaliable for custom workflows](https://support.servicenow.com/kb?sys_kb_id=6460540047ee7a9048cb2920326d4302&id=kb_article_view). |
| Goal Framework | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [Active goals](https://www.servicenow.com/docs/access?context=defining-goals-using-goal-framework&version=zurich&pubname=zurich-it-business-management&ft:locale=en-US){#rn-summary-changes__goal-framework-rn-rn-workspace} : By default, only active goals---those goals with the Active field set to true---are displayed in the Goal and Parent goal reference fields across all applicable tables. |
| Goal Framework for SPM | [Goal system properties](https://www.servicenow.com/docs/access?context=components-installed-with-goal-framework&version=zurich&pubname=zurich-it-business-management&ft:locale=en-US#section_myd_rzy_fyb){#rn-summary-changes__goal-framework-for-spm-rn-rn-workspace} : Users with the sn_gf_goal_admin role assigned can update goal-specific system properties: * sn_gfa.weeklyCheckInDayToMapMonth - Defines the end day of the week used for mapping weekly target breakdowns to a month. The default value is Friday. * glide.ui.sn_gf_goal_target_activity.field - Enables activity stream for fields of the targets. * sn_gfa.target_breakdown_decimals - Sets the number of decimal places displayed for target values when generating target breakdowns. The default value is 2. {#rn-summary-changes__ul_alc_1kb_jhc} |
| Hardware Asset Management | [Shipment asset table label](https://www.servicenow.com/docs/access?context=view-hardware-asset-shipments&version=zurich&pubname=zurich-it-asset-management&ft:locale=en-US) : Starting from the Hardware Asset Management version 14.0.0, the Shipment asset \[sn_itam_common_m2m_shipment_asset\] table label has been renamed to Shipment line \[sn_itam_common_m2m_shipment_asset\]. [Shipment quantity field on the Shipment Details form](https://www.servicenow.com/docs/access?context=view-hardware-asset-shipments&version=zurich&pubname=zurich-it-asset-management&ft:locale=en-US) : With Hardware Asset Management version 14.0.0, a new field Shipment quantity has been added to the Shipment Details form. The Shipment quantity field displays the quantity of assets shipped for the shipment record. Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [Renamed the Pick task required field in the Stockroom details form](https://www.servicenow.com/docs/access?context=enable-pick-task-for-stockroom-ham&version=zurich&pubname=zurich-it-asset-management&ft:locale=en-US) : The Pick task required field in the Stockroom details form has been renamed Warehouse tasks required. This field supports enabling both the Asset put away task and the Asset pick task for the stockroom in the Hardware Asset Workspace. Stage status for the Transfer Order and Transfer Order Line flow : The stage status text in the Stage column for the Transfer Order and Transfer Order Line in the Hardware Asset Workspace Core UI has been updated. When a stage is completed and the next stage hasn't yet begun in the asset transfer process, the revised status is displayed as Completed-next stage initiated instead of In progress. When a stage isn't yet begun in the asset transfer process, the revised status is displayed as Pending not started instead of Pending-has not started. These changes accurately reflect the current action in the asset transfer process and enhances the user experience. [Asset attestation playbook](https://www.servicenow.com/docs/access?context=create-attestation-using-playbook&version=zurich&pubname=zurich-it-asset-management&ft:locale=en-US) : The New button on the Asset attestation tab opens a playbook instead of the attestation form to create an asset attestation. [Receive asset button on the Employee Center portal](https://www.servicenow.com/docs/access?context=receive-assets-employee-center&version=zurich&pubname=zurich-it-asset-management&ft:locale=en-US) : On the Employee Center portal, assets assigned to you that are in transit display a Receive asset button to confirm you have received them. [Stock orders and Transfer orders tabs for stock rules](https://www.servicenow.com/docs/access?context=t_CreateAStockRule&version=zurich&pubname=zurich-it-asset-management&ft:locale=en-US) : The Stock Orders tab on a stock rule shows all the stock orders that were created using that specific stock rule. The Transfer Orders tab on a stock rule lists all the transfer orders that were generated using that particular stock rule. [Inventory availability tab on the asset form](https://www.servicenow.com/docs/access?context=identify-inventory-availability-ham&version=zurich&pubname=zurich-it-asset-management&ft:locale=en-US) : The Inventory availability tab on the asset form lists all available replacement assets or their substitutes in local and remote stockrooms. The Purchase lead time column displays the average number of days that it would take to procure a new asset through a new purchase order. [Asset performance dashboard in the Asset analytics view](https://www.servicenow.com/docs/access?context=asset-analytics-view&version=zurich&pubname=zurich-it-asset-management&ft:locale=en-US) : The Asset performance dashboard in the Asset analytics view of the Hardware Asset Workspace includes scorecards for Availability, Mean time to repair device (MTTR), and Mean time between failures (MTBF). The Asset availability and related KPIs report and the Asset task time summary report are displayed in the contextual sidebar of the asset form. |
| Health Log Analytics | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. |
| Healthcare Operations Core | [Embedding Care Team Portal in Epic Hyperspace via Hyperdrive](https://www.servicenow.com/docs/access?context=configure-care-team-portal&version=zurich&pubname=zurich-healthcare-life-sciences&ft:locale=en-US){#rn-summary-changes__hco-core-rn-rn-workspace} : The process for embedding Care Team Portal into your EMR system has been streamlined to enable more efficient launch context configuration. The portal now supports capturing launch context tokens across multiple launches within the same Hyperspace session when embedding Care Team Portal into Epic's Hyperspace. Previously, only tokens captured from the initial launch were displayed. The FHIR endpoint is now retrieved dynamically, eliminating the need to embed it directly in the Single Sign-on Script. [Setting up roles and responsibilities for Healthcare Operations users](https://www.servicenow.com/docs/access?context=cto-setting-up-roles-responsibilities&version=zurich&pubname=zurich-healthcare-life-sciences&ft:locale=en-US) : Roles and responsibilities have been updated to enable more selective user access. The following responsibilities were added in Healthcare Operations Core: * Support Department Agent * Support Department Manager {#rn-summary-changes__ul_ztm_gxs_fhc} The following responsibilities were renamed in Healthcare Operations Core: * Team Member has become Care Team Member * Team Manager has become Care Team Manager {#rn-summary-changes__ul_yq4_2hf_fhc} Healthcare operations users can now be assigned these responsibilities in the Edit member related list within healthcare organizations. |
| Hermes Messaging Service | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. |
| ITOM Visibility | [Use the enhanced Discovery and Service Mapping Patterns for extended discovery](https://www.servicenow.com/docs/access?context=available-patterns&version=zurich&pubname=zurich-it-operations-management&ft:locale=en-US) : Note the following new Pattern improvements using version 1.29.0: * [IBM Hardware Management Console (HMC)](https://www.servicenow.com/docs/access?context=ibm-hmc-discovery&version=zurich&pubname=zurich-it-operations-management&ft:locale=en-US): additional fields in IBM Frame \[cmdb_ci_ibm_frame\] and IBM LPAR Instance \[cmdb_ci_lpar_instance\] tables * [Dell PowerMax storage](https://www.servicenow.com/docs/access?context=emc-powermax-discovery-pattern&version=zurich&pubname=zurich-it-operations-management&ft:locale=en-US): additional fields in Storage Server \[cmdb_ci_storage_server\] table * [Pure Storage FlashArray](https://www.servicenow.com/docs/access?context=flasharray-discovery&version=zurich&pubname=zurich-it-operations-management&ft:locale=en-US): additional fields in Storage Server \[cmdb_ci_storage_server\] table * [NetApp Server and Cluster](https://www.servicenow.com/docs/access?context=netapp-discovery&version=zurich&pubname=zurich-it-operations-management&ft:locale=en-US): additional fields in Storage Server \[cmdb_ci_storage_server\] table * [AWS Auto Scaling groups](https://www.servicenow.com/docs/access?context=aws-auto-scaling-discovery&version=zurich&pubname=zurich-it-operations-management&ft:locale=en-US): The relationship between Instance Scale Set and VM Instance has changed from Members::Member of to Managed by::Manages {#rn-summary-changes__ul_mdc_zs2_ghc} [Automated certificate renewal](https://www.servicenow.com/docs/access?context=automated-certificate-renewal&version=zurich&pubname=zurich-it-operations-management&ft:locale=en-US) : Starting with version 3.8.2, Certificate Inventory and Management introduces automated renewal capabilities. Administrators can set certificates to renew automatically, either when creating the certificate or by applying the setting to an existing one. The system also enables you to define the renewal window by specifying the number of days before expiration that the process should begin. [Explore additional Cloud Discovery metrics and visualizations](https://www.servicenow.com/docs/access?context=c_daw-disco-schedule-details&version=zurich&pubname=zurich-it-operations-management&ft:locale=en-US) : Starting with version 1.10.0, in addition to the IP-based Discovery schedules, Cloud Discovery schedule details and data visualizations are available in the Discovery Admin Workspace. These visualizations provide a comprehensive view of the schedule's performance and status, highlighting key metrics such as the number of discoveries completed, success rate, and any errors encountered. [Use virtual agent to retrieve MID Server settings](https://www.servicenow.com/docs/access?context=discovery-admin-workspace-diagnostics&version=zurich&pubname=zurich-it-operations-management&ft:locale=en-US) : Starting with Discovery Admin Workspace version 1.10.0, the virtual agent on the Diagnostics page now enables you to retrieve and download MID Server settings directly, eliminating the need to manually navigate through the MID Server \[mid_servers\] table. [Employ Tag-based mapping in the Service Mapping Workspace](https://www.servicenow.com/docs/access?context=map-tag-based-services-workspace&version=zurich&pubname=zurich-it-operations-management&ft:locale=en-US) : Easily view data and create new tag-based services through an enhanced workspace that includes a dedicated dashboard for managing your tag-based services. [Benefit from an updated, curated selection of application service candidates in Service Mapping](https://www.servicenow.com/docs/access?context=sm-dashboard&version=zurich&pubname=zurich-it-operations-management&ft:locale=en-US) : If you have ITOM Content Service installed, you can view an enhanced selection of Application Service Candidates (ASCs) that provides more accurate and useful information, with an automatic filter applied to hide irrelevant and non-essential components. [Kubernetes Visibility Agent (KVA)](https://www.servicenow.com/docs/access?context=acc-kubernetes-visibility-landing-page&version=zurich&pubname=zurich-it-operations-management&ft:locale=en-US) : KVA performs continuous discovery to detect changes on resources in a Kubernetes cluster and updates the CMDB with the latest data. Starting with KVA version 3.11.0, and Informer version 2.5.0, absent namespace CIs aren't deleted automatically. Create a scheduled job to remove them. Starting with KVA version 3.11.0, and Informer version 2.5.0, map application services based on traffic connections between the workloads in Kubernetes, by using istio and linked service meshes or the DaemonSet service. Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [Streamlined access to Cloud Service Accounts in Discovery](https://www.servicenow.com/docs/access?context=discovery-admin-workspace-home&version=zurich&pubname=zurich-it-operations-management&ft:locale=en-US) : Starting with Discovery Admin Workspace version 1.10.0, Cloud Service Accounts can be accessed directly from the Discovery section of the navigation menu. [Name updates in Discovery and Service Mapping Patterns](https://www.servicenow.com/docs/access?context=red-hat-virtualization-discovery&version=zurich&pubname=zurich-it-operations-management&ft:locale=en-US) : Name updates starting with Discovery and Service Mapping Patterns version 1.28.0: * The RHV cloud provider has been changed to oVirt * The RHV MID Server capability has been changed to oVirt * The label for the \[cmdb_ci_rhv_ldc\] datacenter type has been changed from RHV LDC to oVirt LDC * The label for the \[rhv_credentials\] credential type has been changed from RHV Credentials to oVirt Credentials * The following pattern names have been changed from RHV to oVirt: * From RHV Clusters and Hosts to oVirt Clusters and Hosts * From RHV Discover Logical datacenters to oVirt Discover Logical datacenters * From RHV Virtual Machines to oVirt Virtual Machines * From RHV Discover Manager Instance to oVirt Discover Manager Instance {#rn-summary-changes__ul_oww_wyc_rfc} * The following table labels have been changed from RHV to oVirt: * The \[cmdb_ci_rhv_vm_instance\] table label from RHV Virtual Machine Instance to oVirt Virtual Machine Instance * The \[cmdb_ci_rhv_cluster\] table label from RHV Cluster to oVirt Cluster * The \[cmdb_ci_rhv_ldc\] table label from RHV LDC to oVirt LDC * The \[cmdb_ci_rhv_manager\] table label from RHV Manager to oVirt Manager * The \[cmdb_ci_rhv_object\] table label from RHV Object to oVirt Object * The \[cmdb_ci_rhv_server\] table label from RHV Server to oVirt Server {#rn-summary-changes__ul_vtn_dzc_rfc} {#rn-summary-changes__ul_zng_lxc_rfc} [Automate your certificate workflows using Keyfactor EJBCA and ACME](https://www.servicenow.com/docs/access?context=automate-certificates-ejbca-acme&version=zurich&pubname=zurich-it-operations-management&ft:locale=en-US) : Starting with version XX of Certificate Inventory and Management, you can automate the life cycle of requesting, renewing, and revoking your certificates by integrating the Keyfactor EJBCA certificate authority with the ACME automated certificate management environment. Predefining your routing policies enables automated completion of the fields in your Certificate Signing Request (CSR) and provides a secure environment for an automated flow of certificates. [Discover a Root Certificate from a Browser](https://www.servicenow.com/docs/access?context=discover-root-certificate-browser&version=zurich&pubname=zurich-it-operations-management&ft:locale=en-US) : Standard Discovery collects information about the certificates stored in your servers. You can also discover root certificates stored outside your servers and connect them to your certificate chain. [Prevent credential exposure by updating HTTP Classify behavior](https://www.servicenow.com/docs/access?context=create-an-http-classifier&version=zurich&pubname=zurich-it-operations-management&ft:locale=en-US) : The HTTP Classify probe no longer attempts credentials over the HTTP protocol by default. This change enhances security by helping prevent potential exposure of credentials over unencrypted connections. To override this behavior, a new MID Server property, mid.http_classy.allow_credentials_over_http, has been introduced. Enabling this setting might expose credentials to man-in-the-middle (MitM) attacks. Therefore, it's strongly recommended to keep this property set to false and use HTTPS whenever possible. |
| Identity | [Access analyzer](https://www.servicenow.com/docs/access?context=access-analyzer&version=zurich&pubname=zurich-platform-security&ft:locale=en-US) : Display the Security data filter that is in the Applied or Undefined status in the Access Analyzer results. Access Analyzer also supports the new criteria in ACLs that is controlled by reference. Important: Access Analyzer is available in the ServiceNow Store. For more information, visit [ServiceNow Store](https://store.servicenow.com/store). Coral theme{#rn-summary-changes__d2596e84} : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. |
| Impact | [GenAI-powered Root Cause Summary](https://www.servicenow.com/docs/access?context=generative-ai-root-cause-anal&version=zurich&pubname=zurich-impact&ft:locale=en-US) : * Use the dynamically generated Root Cause Analysis (RCA), which is readily available in the RCA History page. RCA is available not only for alerts but also for the Critical or Warning scenarios of the performance category. This feature is a change to the existing functionality and is delivered dynamically. * The core Root Cause Correlation functionality is being offered under the revised name of Root Cause Analysis to ensure product consistency. {#rn-summary-changes__ul_rdl_jkj_4hc} [Artificial Intelligence Readiness Assessment Accelerator](https://www.servicenow.com/docs/access?context=artificial-intelligence-readiness-assessment&version=zurich&pubname=zurich-impact&ft:locale=en-US) : The content and flow of this Accelerator has been streamlined to provide a clearer assessment and more targeted guidance on your readiness to adopt ServiceNow Generative AI capabilities (Now Assist). [Jumpstart Your ServiceNow AI Journey Accelerator](https://www.servicenow.com/docs/access?context=jumpstart-snow-ai-journey&version=zurich&pubname=zurich-impact&ft:locale=en-US) : This offering is now available across all packages, and includes clearer guidance on how customers can leverage ServiceNow's AI capabilities to achieve their organizational goals and objectives. [Value management](https://www.servicenow.com/docs/access?context=impact-in-platform-business-outcomes&version=zurich&pubname=zurich-impact&ft:locale=en-US) : {#rn-summary-changes__table_uyb_jgg_jhc__entry__2} | Previous name | New name | |-|-| | Impact Value Journey | Impact Value | | Value Blueprint | Objectives and Outcomes | | Outcomes Performance | Outcomes Insights | | Business Objectives | Objectives | | Business Value Report | Value Report | | Data collection toolkit | Impact Value Management data collection apps | [Table 3. Name changes in Value Management] {#rn-summary-changes__table_uyb_jgg_jhc} [Capability Details Page](https://www.servicenow.com/docs/access?context=capability-details&version=zurich&pubname=zurich-impact&ft:locale=en-US) : The Notes Specific to a Phase in the Capabilities Details page has been renamed Guidelines for Phase. [Impact home page](https://www.servicenow.com/docs/access?context=impact-in-platform-home&version=zurich&pubname=zurich-impact&ft:locale=en-US) : * The My Work Items page enables you to track and manage Strategic Portfolio Management and Collaborative Work Management work items created in Impact. * Provides information about key Impact features, an Impact demonstration video, a guided tour that supports with the navigation of Impact features and a dialog displaying the new features in the release for the first time customers. {#rn-summary-changes__ul_vvc_pwn_4hc} [Recommendations](https://www.servicenow.com/docs/access?context=using-recommendations-iip-ws&version=zurich&pubname=zurich-impact&ft:locale=en-US) : The Accelerator recommendations that are already implemented by the customer appear as auto-accepted in the list of recommendations. Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [The outcome summarization Now Assist skill is now turned on by default](https://www.servicenow.com/docs/access?context=now-assist-skills&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US){#rn-summary-changes__na-skills-always-on-rn} : This skill is automatically available to appropriate role users for the application. This change simply activates the skill and does not touch the roles that may be needed to use the skill. The new default behavior works as follows: * New customers: When you install a Now Assist product, designated skills are turned on automatically. * Existing customers who are upgrading (starting with Zurich Patch 4): Any previously unconfigured skill is turned on automatically (the skill was never turned on, then off again). Previously configured skills that were turned on, then off, remain inactive. {#rn-summary-changes__ul_cvh_rph_nhc} [Use Guided Setup for Impact Store Application configuration](https://www.servicenow.com/docs/access?context=guided-setup-impact-in-app&version=zurich&pubname=zurich-impact&ft:locale=en-US) : Use automated registration, the preferred method, to initiate the connection and registration to the Impact Delivery Instance provider instance in one combined step. |
| Incident Management | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [Incident task record behavior changes](https://www.servicenow.com/docs/access?context=create-incident-task&version=zurich&pubname=zurich-it-service-management&ft:locale=en-US){#rn-summary-changes__incident-management-rn-rn-workspace} : When an incident task is closed, you can no longer edit the field values in the incident task form. Disabling the fields helps prevent any further updates or modifications to closed incident tasks, reducing audit risks. [Incident and problem workflow changes](https://www.servicenow.com/docs/access?context=working-incident-record-form&version=zurich&pubname=zurich-it-service-management&ft:locale=en-US) : When a problem record is linked to an incident or multiple incidents, the incident and problem workflow has the following enhancements: * When a fix or workaround is shared from the problem record, an event is added in the activity stream of the incident record as work notes. The event includes a brief description of the provided fix or workaround and a link to the problem record. * When a Known Error (KE) article is linked to the problem record, an event is added in the activity stream of the incident record as work notes. The event includes the links to the problem record and the KE article. {#rn-summary-changes__ul_n1r_5zr_gfc} |
| Industrial Process Manager | [Additional fields in the OT Subnet Mapping table](https://www.servicenow.com/docs/access?context=create-a-new-ot-subnet-mapping-record&version=zurich&pubname=zurich-operational-technology&ft:locale=en-US) : The following fields were added for equipment model entity mapping: * Subnet * Managed Network * VLAN ID {#rn-summary-changes__ul_rvp_zj2_yhc} [OT Discovered Subnets table](https://www.servicenow.com/docs/access?context=automate-mappings-between-ot-assets-and-equipment-model-entity&version=zurich&pubname=zurich-operational-technology&ft:locale=en-US) : The OT Discovered Subnets table was added to the ServiceNow AI Platform and contains the discovered subnets in your OT network. To access the table, navigate to AllIndustrial Workspace AdminIndustrial Process Manager and select OT Discovered Subnets. [Discovered Subnet value added to the OT Subnet Mapping table](https://www.servicenow.com/docs/access?context=create-a-new-ot-subnet-mapping-record&version=zurich&pubname=zurich-operational-technology&ft:locale=en-US) : A Discovered Subnet value was added to the Type field in the OT Subnet Mapping table on the ServiceNow AI Platform to identify which mappings were done with discovered subnets. [Updated OT device mapping to equipment model entities in the Industrial Workspace](https://www.servicenow.com/docs/access?context=map-ot-devices-in-iw&version=zurich&pubname=zurich-operational-technology&ft:locale=en-US) : You can now map OT devices to multiple equipment model entities. When you navigate to the Equipment Model Manager and select the Mapped OT Devices tab in an equipment model record, you can select the Map OT Device button. In the Add OT Devices page, you can select the devices you want to map in both the Unmapped OT Devices tab and the All Devices tab. Then you can select the equipment model entities to map your devices to. [Location Validation Map tab](https://www.servicenow.com/docs/access?context=create-location-hierarchy-isa&version=zurich&pubname=zurich-operational-technology&ft:locale=en-US) : The Location Validation Map tab was added to the Equipment Model Manager of the Industrial Workspace so you can view a node map that displays the location hierarchy and validation status of an equipment model entity. Admin role dependency : Several new granular admin roles were added to enable developers to complete administrative configuration tasks without requiring the full admin role. |
| Instance Data Replication | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. |
| Instance Scan | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. |
| Integration Hub | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. Stream Connect menu changes : * The Rescan Topics and Topic Inspector menu items are no longer listed under Stream Connect. You can view them on the [Hermes Messaging Service](https://www.servicenow.com/docs/access?context=hermes-messaging-service&version=zurich&pubname=zurich-servicenow-platform&ft:locale=en-US) menu. * The Stream Connect Alerts sub menu has been removed. Its menu items, Alerts and Alerting Properties, are now listed directly under Stream Connect. {#rn-summary-changes__ul_wgw_xhz_y2c} [New debugging property for Stream Connect](https://www.servicenow.com/docs/access?context=kafka-subscriptions-statistics&version=zurich&pubname=zurich-integrate-applications&ft:locale=en-US) : Enable more detailed logging in the Stream Connect logs with the glide.ih.kafka.stream_connect.debug property. This property replaces the glide.ih.kafka.debug.consume property. [Spoke Generator license changes](https://www.servicenow.com/docs/access?context=spoke-builder&version=zurich&pubname=zurich-build-workflows&ft:locale=en-US) : Starting with Zurich, the Spokes list page and Spoke details pages are a part of the ServiceNow Integration Hub Starter Pack. To create a spoke using OpenAPI or Postman collection specification or Now Assist, you need a ServiceNow Integration Hub Professional license in your prod and sub-prod environments. |
| Intelligence for CSM | [Recommended Actions - The primary call-to-action changes on the KB article recommendation card](https://www.servicenow.com/docs/access?context=ra-csm-contexts&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US) : The primary call-to-action (CTA) on a recommended knowledge base article is determined by the source channel of the case. If the case originates from an email, the primary CTA displayed is Attach and share link in the email. For all the other channels, the primary CTA is Attach and add link in comments. If the article isn't accessible to the requester, the primary CTA is set to Read article. Accessible articles display the full set of actions (Attach and add link in comments, Add link in work note, and so on). Inaccessible articles are limited to internal-use actions only (Read article, Share link in work notes, and so on). Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. |
| Interview management | [Schedule an interview](https://www.servicenow.com/docs/access?context=schedule-interview&version=zurich&pubname=zurich-employee-service-management&ft:locale=en-US){#rn-summary-changes__interview-management-rn-rn-workspace} : Schedule interviews more efficiently with auto-populated template variables that reduce manual email editing. [Manage interviews](https://www.servicenow.com/docs/access?context=manage-interviews-recruiter&version=zurich&pubname=zurich-employee-service-management&ft:locale=en-US) : Track applicants' responses to interview invites on interviews records directly. |
| Journey designer | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [Cancel Journey Accelerator Journeys](https://www.servicenow.com/docs/access?context=cancel-ja-journeys&version=zurich&pubname=zurich-employee-service-management&ft:locale=en-US) : Journey owners having access to Journey Accelerator only journeys now have a Cancel option instead of the Delete option in the Employee Center portal. |
| Knowledge Center | [Knowledge Center Home Page](https://www.servicenow.com/docs/access?context=kc-home-page&version=zurich&pubname=zurich-servicenow-platform&ft:locale=en-US) : The Knowledge Center home page comes equipped with dashboards. New features like article optimization, identify knowledge gaps and, manage duplicate articles improve productivity. The enhanced article editor is integrated with article optimization support to generate high quality content effortlessly. |
| Knowledge Graph | [Changes to Now Assist usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : Starting with Australia Early Access, AI usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to [KB KB2704710: AI Usage - Overview \& New Measurement Logic](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). [Using Knowledge Graph Designer](https://www.servicenow.com/docs/access?context=using-knowledge-graph-designer&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. |
| Knowledge Management | [Next Experience preferences](https://www.servicenow.com/docs/access?context=set-up-preferences-next-experience&version=zurich&pubname=zurich-platform-user-interface&ft:locale=en-US) Coral theme{#rn-summary-changes__d2609e91} : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. : Enjoy a better reading experience with the enhanced Knowledge view page in the workspace featuring improved article displays, and effortless access to essential resources. The new responsive design enables smooth navigation and effortless viewing on any device. It automatically adapts to different screen sizes and orientations. |
| Lead-to-Cash Process Management | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. |
| Legal Hold Notification | Coral theme{#rn-summary-changes__d2611e163} : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. |
| Lifecycle Events | [HR Lifecycle Events Case Logs table](https://www.servicenow.com/docs/access?context=le-logging&version=zurich&pubname=zurich-employee-service-management&ft:locale=en-US#section_jjn_ffv_rfc) : Lifecycle Events records each log entry to the HR Lifecycle Events Case Logs \[sn_hr_le_case_log\] table. Lifecycle Events administrators can access this table by selecting Show execution logs from the Related Links section in a Lifecycle Events case. |
| Localization Workspace | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [Dynamic artifact detection](https://www.servicenow.com/docs/access?context=lw-dynamic-artifact-detection&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : Dynamic artifact detection enables Localization Workspace to identify all translatable content, including your custom artifacts. From version 1.1.0. [Status synchronization](https://www.servicenow.com/docs/access?context=lw-status-synchronization&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : With status synchronization, you see the same status for your translation request in Localization Workspace as you see for the corresponding project in Localization Framework (Submitted, In progress, Complete). From version 1.1.0. |
| MID Server | [MID Server security logs require 100MB of storage](https://www.servicenow.com/docs/access?context=r_MIDServerSystemRequirements&version=zurich&pubname=zurich-servicenow-platform&ft:locale=en-US) : To store the security logs, MID Servers must be installed on a host with at least 100MB of storage capacity. [Smart Workload Manager in clusters](https://www.servicenow.com/docs/access?context=t_ConfigureAMIDServerCluster&version=zurich&pubname=zurich-servicenow-platform&ft:locale=en-US) : MID Servers in a cluster now assign jobs based on the true load, using a variety of criteria. The smart workload manager continuously evaluates the queue size, execution time, CPU usage, and buffer size. The manager then assigns tasks to ensure that no server is overloaded. [Enhancements to MID Server logging and JFR](https://www.servicenow.com/docs/access?context=r_MIDServerTroubleshooting&version=zurich&pubname=zurich-servicenow-platform&ft:locale=en-US) : MID Server logging has been improved with log backups that are preserved in a compressed format on local host with option to fetch to the instance. You can enable JFR logs every four hours and backup JFR files for a set time. [MID Server has improved performance during heavy discovery load](https://www.servicenow.com/docs/access?context=r_MIDServerSystemRequirements&version=zurich&pubname=zurich-servicenow-platform&ft:locale=en-US) : MID Servers no longer have performance degradation due to script include cache misses when using large amounts of worker threads. Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. |
| Mastercard Spoke | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. |
| Mentoring | [Create a Mentoring program](https://www.servicenow.com/docs/access?context=create-mentoring-pgm&version=zurich&pubname=zurich-employee-service-management&ft:locale=en-US) : The multiple mentoring program enables mentor admins to configure multiple programs that can run at the same time. It enables admins to restrict access based on employee criteria. The multiple mentoring program enables employees to choose and enroll in available mentoring programs, edit their preferences, search for mentors, and send connection requests. To make a program visible in the Mentoring app, admins need to configure programs with the following information: * Short description * Long description * Employee criteria |
| Mobile Platform | NextGen Search Results : Refine search results and quickly find the most relevant information with additional search result filters. Voice-to-text : Enable voice-to-text in search and Now Assist in Virtual Agent by tapping the microphone icon. Prominent Action Button : Access Now Assist or other global functions directly from your tab bar to quickly access it from any screen. Richer people citations in Now Assist VA : View a person's information in your company's org chart when searching for an employee in Now Assist in Virtual Agent. ServiceNow Lens : Auto-fill mobile input forms and questionnaires with ServiceNow AI Lens instead of manually entering data. Doc QnA : The following UI changes have been made to Doc QnA. * Upload multiple files simultaneously. * Preview files and attachments before sending them. * Upload multiple files alongside text within a single turn in Virtual Agent. {#rn-summary-changes__ul_h44_1fq_ghc} Promoted actions and suggested topics : See how Virtual Agent can assist you with suggested actions and topics related to your request. Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [Dark theme support for Mobile App Builder and Mobile Card Builder](https://www.servicenow.com/docs/access?context=mcb-dark-mode&version=zurich&pubname=zurich-mobile&ft:locale=en-US) : Added theme selection to Mobile App Builder and Mobile Card Builder that enables you to switch between light and dark mode. [Mobile App Builder Live component previews](https://www.servicenow.com/docs/access?context=mab-record-example-panel&version=zurich&pubname=zurich-mobile&ft:locale=en-US) : Added support for live component previews to the following: * Legacy cards * Analytics previews and chart screens * Launcher screens * Mobile web screens {#rn-summary-changes__ul_byd_dh2_mfc} [Now Assist in Virtual Agent](https://www.servicenow.com/docs/access?context=now-assist-mobile-va&version=zurich&pubname=zurich-mobile&ft:locale=en-US) : The following UI changes have been made to Now Assist in Virtual Agent: * Follow Now Assist workflow as your request is fulfilled in real-time with chat streaming responses. * Abort the agentic workflow in Virtual Agent before it finishes processing using the Stop button. * Open enhanced chat from synthesized responses on the search results page. * Access even more types of citations within Virtual Agent responses such as tables, incidents, PDFs, and third-party connections such as Microsoft SharePoint and Google Drive. {#rn-summary-changes__ul_qtx_ld4_bgc} [Attachments in standard search results](https://www.servicenow.com/docs/access?context=sg-mobile-search&version=zurich&pubname=zurich-mobile&ft:locale=en-US) : View attachments such as PDFs, as well as external content from third-party integrations, as a part of your standard search results. [Enhanced native features in hybrid web screens](https://www.servicenow.com/docs/access?context=url-screen&version=zurich&pubname=zurich-mobile&ft:locale=en-US) : Enhanced native features in hybrid web screens that support functionality such as native search, quick actions, and customizable welcome messages within hybrid screen launcher or header tabs. [Enhanced chat push notifications](https://www.servicenow.com/docs/access?context=using-enhanced-chat-mobile&version=zurich&pubname=zurich-mobile&ft:locale=en-US) : Tap enhanced chat push notifications to go directly to the associated chat. |
| Next Experience | [Now Assist \> ServiceNow Otto® announcement](https://www.servicenow.com/docs/access?context=sn-ai-implementation-landing&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : Now Assist introduced AI on the platform. As that experience has evolved, there's a new name for the experience. ServiceNow Otto® is the conversational AI platform integrated into ServiceNow workflows. It provides agentic capabilities, supports multimodal interactions across web, mobile, and messaging channels, and enables autonomous orchestration for cross-system workflows. Coral theme{#rn-summary-changes__d2620e133} : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. For existing customers who upgrade to Zurich, use [Theme Builder to publish Coral theme to your instance](https://www.servicenow.com/docs/access?context=tb-apply-theme&version=zurich&pubname=zurich-platform-user-interface&ft:locale=en-US) or [add Coral theme to the Next Experience UX Parent App Theme table](https://www.servicenow.com/docs/access?context=configure-presentation-order-of-themes&version=zurich&pubname=zurich-platform-user-interface&ft:locale=en-US). Once enabled by a system administrator, Coral is available for [selection in the user's Theme preference](https://www.servicenow.com/docs/access?context=select-a-theme-in-next-experience&version=zurich&pubname=zurich-platform-user-interface&ft:locale=en-US). |
| Next Experience Developer (NED) Tools | Traces tab in the Next Experience Inspector : The following UI changes have been made to the Traces tab: * The Traces tab displays a full-screen waterfall view for trace inspection and an enriched root span list with more actionable metadata. * Locate traces by the name, IDs, or any other metadata directly from the root span list. * Filter traces by the minimum durations, span count, or source to view relevant traces only. * Sort traces by the duration, span count, or start time. * View high priority traces first by toggling between ascending or descending order. {#rn-summary-changes__ul_ant_bym_mfc} Service Workers tab in the Next Experience Inspector : The Service Workers tab displays cache buster details for viewing how service workers impact page performance. |
| Notifications | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [Allow Digest](https://www.servicenow.com/docs/access?context=configure-email-digest&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : The Allow Digest check box is dynamic and includes Digest type. [Email digest for multiple target records](https://www.servicenow.com/docs/access?context=configure-email-digest&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US){#rn-summary-changes__notifications-rn-workspace} : The email digest now supports both single or multiple target records within a set time interval. [Notification preferences](https://www.servicenow.com/docs/access?context=create-notification-filter-configuration&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : Enables admins to control the list of notifications displayed for users under the advanced notification preferences. |
| Notify | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. |
| Now Assist for Vulnerability Response | [Changes to Now Assist usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : Starting with Australia Early Access, AI usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to [KB KB2704710: AI Usage - Overview \& New Measurement Logic](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). [Some generative AI skills are turned on by default](https://www.servicenow.com/docs/access?context=now-assist-skills-on-by-default&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : The new default behavior works as follows: * New customers: When you install an AI product, designated skills are turned on automatically. * Existing customers who are upgrading (starting with Australia Early Access): Any previously unconfigured skill is turned on automatically (the skill was never configured and turned on, then turned off again). Previously configured skills that were turned on, then off, remain inactive. |
| Now Assist in AI Search | [Changes to Now Assist usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : Starting with Australia Early Access, AI usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to [KB KB2704710: AI Usage - Overview \& New Measurement Logic](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). [Now Assist in Virtual Agent conversational prompt auto-complete suggestions](https://www.servicenow.com/docs/access?context=auto-complete-suggestion-types-na-ais&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : Auto-complete suggestions for Now Assist in Virtual Agent conversational prompts are only returned from the search user's domain. Suggestions are disabled if they match any exclusion rule entry from the Search Suggestion Exclusion List \[sys_search_suggestion_blacklist\] table. The system scores suggestions based on how search users interact with and rate their Genius Result responses, and preferentially displays higher-scored suggestions. Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [Semantic vector search indexing includes Catalog Item short descriptions](https://www.servicenow.com/docs/access?context=semantic-search-ais&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : Semantic indexing now indexes short descriptions from Catalog Item source records to improve search recall and make field indexing more consistent between legacy (keyword) and semantic indexing. [Knowledge base articles Genius Results](https://www.servicenow.com/docs/access?context=now-assist-qna-genius-results&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : The Now Assist Q\&A Genius Results feature is in maintenance mode. This feature will have no new enhancements but will have continued support. Similar and improved functionality is available in the newer Now Assist Multi-Content Response Genius Results feature. For more details on this feature, see [Summary Genius Results](https://www.servicenow.com/docs/access?context=now-assist-multi-content-qna-genius-results&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US). [Actions Genius Results](https://www.servicenow.com/docs/access?context=now-assist-catalog-ordering-gr&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : The Now Assist Actions Genius Results feature is in maintenance mode. This feature will have no new enhancements but will have continued support. Similar and improved functionality is available in the newer Now Assist Multi-Content Response Genius Results feature. For more details on this feature, see [Summary Genius Results](https://www.servicenow.com/docs/access?context=now-assist-multi-content-qna-genius-results&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US). [Microsoft SharePoint Online login prompts in Knowledge Graph user citations](https://www.servicenow.com/docs/access?context=now-assist-multi-content-qna-genius-results&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : If you're not logged in to Microsoft SharePoint Online, Knowledge Graph user citations in Now Assist Multi-Content Response Genius Result answers now prompt you to log in. When logged in, you can check any user citation in a Genius Result answer to see the list of files the cited user has shared with you in Microsoft SharePoint Online. |
| Now Assist in Contract Management | [Default large language model provider](https://www.servicenow.com/docs/access?context=exploring-large-language-models&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : The Now LLM Service is no longer the default model provider for new or inactive AI assets. A third-party LLM is now selected by default, while existing configurations using the Now LLM Service continue unchanged. The Now LLM Service is still available for manual selection. The default model provider for contract metadata extraction, contract analysis, and contract obligation extraction is Azure OpenAI. [Improved missing clause detection](https://www.servicenow.com/docs/access?context=cncore-NA-review-land&version=zurich&pubname=zurich-employee-service-management&ft:locale=en-US) : Missing clause detection in contract revision using the contract analysis skill has been enhanced for accuracy. The setup, configuration, and review experience remains unchanged across all supported workspaces. [Configure use case mappings for metadata and obligation extraction](https://www.servicenow.com/docs/access?context=cmpro-na-usecase-mappings-me&version=zurich&pubname=zurich-employee-service-management&ft:locale=en-US) : Clear the Contracts created from contract request check box on the use case mapping forms for the contract metadata extraction and contract obligation extraction skills to extract metadata and obligations form signed contracts that are uploaded directly on a contract record. [Use conversational contract search and insights](https://www.servicenow.com/docs/access?context=cmpro-agentic-use-conv-search&version=zurich&pubname=zurich-employee-service-management&ft:locale=en-US) : The Now Assist powered conversational search feature's improved experience enables you to: * View results in a listing view, making it easier to scan, compare, and navigate contract information. * Open contract documents directly from the search results and perform an in‐document search. {#rn-summary-changes__ul_cwf_bt3_m3c} The conversational search feature does not support searching within contract documents that are scanned PDFs. [Changes to Now Assist usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : Starting with Australia Early Access, AI usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to [KB KB2704710: AI Usage - Overview \& New Measurement Logic](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). [Some generative AI skills are turned on by default](https://www.servicenow.com/docs/access?context=now-assist-skills-on-by-default&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : The new default behavior works as follows: * New customers: When you install an AI product, designated skills are turned on automatically. * Existing customers who are upgrading (starting with Australia Early Access): Any previously unconfigured skill is turned on automatically (the skill was never configured and turned on, then turned off again). Previously configured skills that were turned on, then off, remain inactive. [Enhanced Manage contract repository agentic workflow](https://www.servicenow.com/docs/access?context=cmpro-na-reminder-agentic-wf&version=zurich&pubname=zurich-employee-service-management&ft:locale=en-US) : The manage contract repository agentic workflow has been optimized for enhanced performance. It now utilizes a single agent, the Contract Repository AI agent to extract both contract metadata and obligations from signed contracts, and retrieve required information to calculate the contract reminder date. [Role configuration required for agentic workflows and AI agents](https://www.servicenow.com/docs/access?context=aia-role-masking&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : Agentic workflows and AI agents included with your applications require additional security configuration. If you select Users with selected roles for your user access security controls for an agentic workflow or AI agent, you must add the installed roles, or they will not execute. See the documentation for the agentic workflow or AI agent for the specific roles you must add. [Extract metadata from signed contracts automatically](https://www.servicenow.com/docs/access?context=cmpro-na-reminder-agentic-wf&version=zurich&pubname=zurich-employee-service-management&ft:locale=en-US){#rn-summary-changes__cmpro-na-rn-rn-workspace} : Use the AI agents in the manage contract repository agentic workflow to automatically extract metadata from signed contracts and calculate the contract reminder dates for contract renewal or termination. You can review the AI results in the contract playbook and update it if necessary before saving it. [Contract metadata extraction use cases](https://www.servicenow.com/docs/access?context=metadata-extraction-use-case&version=zurich&pubname=zurich-employee-service-management&ft:locale=en-US) : Support for 14 additional metadata fields in the CM Pro - Contract Metadata Extraction use case is available in the base system. Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. |
| Now Assist in Document Intelligence | [Updated banner in the extraction review panel](https://www.servicenow.com/docs/access?context=document-intelligence-workspace-with-now-assist&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : Changed the label in the extraction review panel banner from Document Q\&A to Extracted data. [Document and visual insights AI agent enhancements](https://www.servicenow.com/docs/access?context=document-and-visual-insights-ai-agent&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : Tools used by the document and visual insights AI agent are consolidated to improve performance. [Changes to limitations](https://www.servicenow.com/docs/access?context=now-assist-document-intelligence-limitations&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : The file size limit for uploading a file using the attachment summarization feature is changed from 10MB to 20MB. [Document Intelligence for AI Skill Kit](https://www.servicenow.com/docs/access?context=add-document-intelligence&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : The document and visual intelligence capabilities used to leverage extraction, question answering, and summarization capabilities for skills created with AI Skill Kit are available to users with the appropriate role(s). [Now Assist in Document Intelligence skills are now turned on by default](https://www.servicenow.com/docs/access?context=now-assist-skills-on-by-default&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : The new default behavior works as follows: * New customers: When you install a Now Assist product, designated skills are turned on automatically. * Existing customers who are upgrading: Any previously unconfigured skill is turned on automatically (the skill was never configured and turned on, then turned off again). Previously configured skills that were turned on, then off, remain inactive. {#rn-summary-changes__ul_x12_gqg_m3c} [Changes to Now Assist usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : Starting with Australia Early Access, AI usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to [KB KB2704710: AI Usage - Overview \& New Measurement Logic](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). [Changes to limitations](https://www.servicenow.com/docs/access?context=now-assist-document-intelligence-limitations&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : The page count limit decreases to 20 pages per file for an extraction based on a use case with a table defined. [Role configuration required for agentic workflows and AI agents](https://www.servicenow.com/docs/access?context=aia-role-masking&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : Agentic workflows and AI agents included with your applications require additional security configuration. If you select Users with selected roles for your user access security controls for an agentic workflow or AI agent, you must add the installed roles, or they will not execute. See the documentation for the agentic workflow or AI agent for the specific roles you must add. [Usability changes for the Extract information from documents skill](https://www.servicenow.com/docs/access?context=docintel-exploring-now-assist&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : Various features for the Extract information from documents skill are updated to unify the experience for data extraction and document Q\&A. * The Extract information from documents skill has been added to the list of Platform skills in the AI Admin Hub console to incorporate both the Document extraction and the Document Q\&A skills. * In the use case setup, the panel for defining a field displays the options for Field, Question, and Table. * Table columns defined for a use case are displayed in a group in the fields list on the use case page. * The Document Intelligence workspace displays the fields, tables, and questions in the same review panel. {#rn-summary-changes__ul_obl_cym_jgc} Merged skills{#rn-summary-changes__nadi-rn-rn-workspace} : Document data extraction and document Q\&A capabilities are available in a single Extract information from documents skill. * The Extract information from documents skill is available in the list of Platform skills in the AI Admin Hub console. * Data extraction and document Q\&A capabilities can be set up for the same use case. * Agents can review the AI predictions for the fields, tables, and questions in the same task. {#rn-summary-changes__ul_qlg_wln_jgc} [Document and visual insights AI agent enhancements](https://www.servicenow.com/docs/access?context=document-and-visual-insights-ai-agent&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : Leverage added tools that enable the AI agent to display the extracted data and to look up existing use cases or create use cases based on descriptions and document attachments. [Changes to limitations](https://www.servicenow.com/docs/access?context=now-assist-document-intelligence-limitations&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : The limitations set for Now Assist in Document Intelligence properties are updated to support processing larger documents. * DOCX files are supported for information extraction. * The page count limit is 200 pages per file If image mode is turned off for the use case. If image mode is turned on, the page count limit is 10 pages per file. * The file size limit is 20 MB. {#rn-summary-changes__ul_c5b_jfj_lgc} Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. |
| Now Assist in Virtual Agent | [Refresh to the organization chart user interface](https://www.servicenow.com/docs/access?context=nava-integrated-chat&version=zurich&pubname=zurich-conversational-interfaces&ft:locale=en-US) : The org chart's user interface was updated for premium chat in ServiceNow Otto for Virtual Agent and ServiceNow Otto panel. [Brand and personalize an assistant](https://www.servicenow.com/docs/access?context=brand-assistant&version=zurich&pubname=zurich-conversational-interfaces&ft:locale=en-US) : In Assistant DesignerAssistantsBranding, the standard chat and enhanced chat sections are condensed into one section. [Now Assist \> ServiceNow Otto® announcement](https://www.servicenow.com/docs/access?context=sn-ai-implementation-landing&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : Now Assist introduced AI on the platform. As that experience has evolved, there's a new name for the experience. ServiceNow Otto® is the conversational AI platform integrated into ServiceNow workflows. It provides agentic capabilities, supports multimodal interactions across web, mobile, and messaging channels, and enables autonomous orchestration for cross-system workflows. [Changes to Now Assist usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : Starting with Australia Early Access, AI usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to [KB KB2704710: AI Usage - Overview \& New Measurement Logic](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). [UI Virtual Agent Designer updates](https://www.servicenow.com/docs/access?context=vad-topics-page&version=zurich&pubname=zurich-conversational-interfaces&ft:locale=en-US) : * Use a new option in the Actions on row icon to remove an LLM assistant from a given asset. * View a tooltip if you try to promote more than six topics for a given LLM assistant. * View a list of available asset types and their descriptions when you select Create asset in the Asset library tab. {#rn-summary-changes__ul_etc_s1l_hhc} [UI chat assistant updates](https://www.servicenow.com/docs/access?context=assistant-designer&version=zurich&pubname=zurich-conversational-interfaces&ft:locale=en-US) : * Configuring a chat or voice assistant is done in AllAssistant DesignerAssistants tab. AllConversational InterfacesAssistants contains a Manage assistants button that directs you to Assistant Designer. * Chat and voice assistants are shown in both card and map views. * Pages within the chat assistant setup have been removed, added, or moved to a different spot within the create or edit flow. * The Overview page has been replaced by the Basic details page. * Assign Now Assist skills page has been removed. Admins no longer need to turn on/off Now Assist skill types at the assistant level in Now Assist Admin console and no longer need to assign Now Assist skill types at the assistant level. * When adding search sources, an External Content Connectors link directs you to create or configure external sources. (This replaces the External Content Connectors card.) The following sections have been removed from the search sources page: Now Assist topics, Custom skills, AI agents, and Conversational subflows and actions. They are now within the Assets page. * Knowledge Graph was moved from the Information sources page to its own page. * Assets such as topics, subflows and actions, custom skills, and AI agents are added on the Assets page. In the display experience for Now Assist panel assistants, a ServiceNow platforms header is shown. * Minor enhancements to the standard chat preview pane when branding an assistant. * Promoted assets tab within the Chat experience page has been moved to the Information sources (sub-tab)Asset visibilityPromoted while in edit mode. * Web search mode, response streaming, document uploads, and closed chats have been moved to its own Chat features page. * Testing a chat assistant is no longer part of the Review page. Access it from the Assistant DesignerAssistants tab, or on each page while in edit mode. * Editing a chat assistant is done from the Assistant DesignerAssistants tab. {#rn-summary-changes__ul_lz3_hht_fhc} {#rn-summary-changes__ul_vjr_xcs_fhc} [UI enhanced chat updates](https://www.servicenow.com/docs/access?context=nava-enhanced-chat&version=zurich&pubname=zurich-conversational-interfaces&ft:locale=en-US) : * Dynamic processing messages for agentic conversations are now consolidated under one View AI Steps header rather than under several View AI Steps headers. * The View all options link appears below the suggested or promoted topics cards on the greeting topic in Now Assist in Virtual Agent and Now Assist panel's enhanced chat. At least one suggested or promoted asset must be enabled for this link to appear. * The auto-complete suggestion type in the Ask Now Assist header appears at the top of the portal search bar's drop-down list. The results in the Ask Now Assist header can now show more targeted search results from AI Search rather than the GlideRecord. The entered search term can appear highlighted in bold after you have configured AI Search as the source for Ask Now Assist suggestions. For more information about this configuration, see [Configure AI Search as the source for Ask ServiceNow Otto suggestions](https://www.servicenow.com/docs/access?context=configure-ai-search-source-ask-now-assist-suggestions&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US). * The static and dynamic choice nodes now appear differently in standard and enhanced chat depending on the number of choices for single-select options. For example: * 2-5 choices appear as pills * 6 or more choices appear as a choice list with a scroll bar {#rn-summary-changes__ul_rbr_nyy_chc} * The input bar for enhanced chat has moved all icons below any inputted text. Uploaded documents appear above any inputted text. * The float, pinned, and 90% screen views of enhanced chat now have a gradient border around them. * The enhanced chat full-page experience was updated so that the Now Assist and Search button tabs that were originally center-aligned buttons are now left-aligned tabs that no longer look like buttons. {#rn-summary-changes__ul_dn3_yqq_chc} [Conversational Platform Now Assist skills are active by default](https://www.servicenow.com/docs/access?context=now-assist-skills&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : The following Platform Now Assist skills are active by default and no longer visible in the AI Admin Hub console: * Now Assist Multi-Turn Catalog Ordering * Now Assist Q\&A Genius Results * Now Assist Topics * Subflows and actions * Custom skills * AI agents {#rn-summary-changes__ul_i34_r1j_nhc} [Agentic conversation processing messages for Now Assist panel and Now Assist in Virtual Agent](https://www.servicenow.com/docs/access?context=nava-enhanced-chat&version=zurich&pubname=zurich-conversational-interfaces&ft:locale=en-US) : Before receiving a response, you receive acknowledgment messages from the Virtual Agent and on-screen processing messages to let you know where the agent is at in the agentic processing flow. The on-screen processing messages appear in present tense until the processing flow is complete. After the processing flow is complete, the on-screen messages change to past tense and a View AI Steps section header appears above the processed messages. You can expand the collapsed View AI Steps section header to view the processed messages. [UI chat updates](https://www.servicenow.com/docs/access?context=nava-enhanced-chat&version=zurich&pubname=zurich-conversational-interfaces&ft:locale=en-US) : * The enhanced chat navigation area was updated. The New Chat, Chats, Support, and Settings icons were reworked into a simplified subheader. Additionally, each chat title now appears in the simplified subheader. * The enhanced chat's subheader reflects conversational modes in a banner whenever you enter into a specific mode, such as web search, live agent, or document upload. * In the enhanced chat's ChatsClosed chats section, hover over a chat to view the delete option and complete the delete confirmation prompts. * Minor animations occur in the following five enhanced chat transitions: * Hovering over the chat icon. * Minimizing and opening the chat icon. * Transitioning from a floating chat window to a pinned chat window and vice versa. * Transitioning from a floating chat window to a 90% modal and vice versa. * Transitioning from a pinned chat window to a 90% modal and vice versa. Note: Transition animation doesn't apply to custom icons. {#rn-summary-changes__ul_kmg_fkl_hgc} {#rn-summary-changes__ul_b2s_ckl_hgc} Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [UI admin guided setup updates](https://www.servicenow.com/docs/access?context=configure-now-assist-va&version=zurich&pubname=zurich-conversational-interfaces&ft:locale=en-US) : * The Manage search profile button replaces the search profile text link. * The Add external search sources drop-down list has been replaced with the Add search sources drop-down list to include internal and external search sources. * The simple and advanced views within the Chat experience page are consolidated into a single view. * The Copy existing configuration button is featured more prominently, and it's shown with information about its use. {#rn-summary-changes__ul_ghf_xl1_5fc} [Additional fallback options](https://www.servicenow.com/docs/access?context=using-now-assist-in-va&version=zurich&pubname=zurich-conversational-interfaces&ft:locale=en-US) : There are up to five fallback options that can be presented to end users: * Search the web: Triggers web search mode and uses the internet to search for the results. Note: Only the last query entered into the conversation is considered when entering web search mode via the fallback option. * Request a live chat: Triggers live agent mode and routes you to a human support representative. * Create a generic ticket: Creates a record. * End this chat: Ends the chat. Note: This option is only available to standard chat conversations. * Custom fallback option: Presents a fallback Virtual Agent topic. {#rn-summary-changes__ul_i1m_nkl_hgc} [Web search mode enhancements](https://www.servicenow.com/docs/access?context=web-search-requestor&version=zurich&pubname=zurich-conversational-interfaces&ft:locale=en-US) : Manually enter into web search mode via the input bar for standard and enhanced chat conversations. Web search mode includes in-line citations and the associated sources. A web search mode banner appears in enhanced chat conversations that end users can use to end the mode. [Profanity recognition response](https://www.servicenow.com/docs/access?context=nava-enhanced-chat&version=zurich&pubname=zurich-conversational-interfaces&ft:locale=en-US) : If AI Guardian is enabled and the end user's request contains profane content, the Virtual Agent responds with a message prompt to re-enter an appropriate request without profanity or offensive content. |
| On-Call Scheduling | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [Performance improvements in subflows for on-call notifications](https://www.servicenow.com/docs/access?context=on-call-new-trigger-engine&version=zurich&pubname=zurich-it-service-management&ft:locale=en-US){#rn-summary-changes__d2644e136} : The following performance enhancements are available for on-call notifications when subflows are used: * On-call notifications are sent to multiple channels such as SMS or email simultaneously instead of sending it sequentially. * When the com.snc.on_call_rotation.new_trigger_engine property is set to true, the on-call subflows are processed via the Flow runner queue. The on-call subflows that are marked as High priority are processed faster via a Flow runner queue especially when multiple events are triggered at the same time and are in the process queue. * Reminder notifications are also sent to users when the instance is upgrading. {#rn-summary-changes__ul_oyd_l2s_3fc} [Enhanced on-call trigger rules to support subflows](https://www.servicenow.com/docs/access?context=on-call-scheduling-subflows-overview&version=zurich&pubname=zurich-it-service-management&ft:locale=en-US) : The on-call trigger rules form is enhanced to trigger a subflow when the trigger rule is executed. You can enable and select a specific subflow for a trigger rule. |
| Operational Resilience | [Main node configurations: A component of the Data Relationships Framework](https://www.servicenow.com/docs/access?context=main-node-relationship-fw&version=zurich&pubname=zurich-governance-risk-compliance&ft:locale=en-US) : The properties, related lists, and copy functionality in the Main node configurations form are updated. [Configure the Nexus map configurations](https://www.servicenow.com/docs/access?context=configure-nexus-map-configurations&version=zurich&pubname=zurich-governance-risk-compliance&ft:locale=en-US) : The Nexus map configuration settings are added. [Node configurations and Node status configurations](https://www.servicenow.com/docs/access?context=configure-node-configurations&version=zurich&pubname=zurich-governance-risk-compliance&ft:locale=en-US) : The Node configurations and Node status configurations related lists are added. [Edge configurations and edge status configurations](https://www.servicenow.com/docs/access?context=configure-edge-configurations&version=zurich&pubname=zurich-governance-risk-compliance&ft:locale=en-US) : The Edge configurations and Edge status configurations related lists are added. [Interacting with the Nexus map UI from the Workspace](https://www.servicenow.com/docs/access?context=interacting-with-nexus-map-ui-from-worksapce&version=zurich&pubname=zurich-governance-risk-compliance&ft:locale=en-US) : The Resilience map UI action is added to display the map view for a service record. [Word reports](https://www.servicenow.com/docs/access?context=reporting-for-multiple-regulations&version=zurich&pubname=zurich-governance-risk-compliance&ft:locale=en-US) : The 'Template Configurations' module displays the document design template configuration details of DIR action tasks. The 'Word Templates' module provides the DIR Word templates used to generate Microsoft Word reports. [Regulation mappings related list](https://www.servicenow.com/docs/access?context=workflow-confi-auto-trigger-inci-repo-cases&version=zurich&pubname=zurich-governance-risk-compliance&ft:locale=en-US) : The 'Digital Resilience Incident Case Type' module displays the 'Digital Resilience Incident Case.' The Regulation Mappings related list in the record shows the relationships between entities and their corresponding regulations. [Download the Excel template](https://www.servicenow.com/docs/access?context=create-excel-upload-download-request&version=zurich&pubname=zurich-governance-risk-compliance&ft:locale=en-US) : The option to download the Third-party Information Register is renamed to Excel Master Template. [Action tasks configuration related list](https://www.servicenow.com/docs/access?context=work-on-action-tasks&version=zurich&pubname=zurich-governance-risk-compliance&ft:locale=en-US) : Action tasks configuration related list is used to set up contextual information for different regulations. This includes the assessment template, assignment group, trigger conditions, due dates, and more. [New modules and layout for Services](https://www.servicenow.com/docs/access?context=using-csdm-v5&version=zurich&pubname=zurich-governance-risk-compliance&ft:locale=en-US) : The Application services module is added to the list view, which enables you to configure application services.A vertical layout is added for the Services, Business services, Offerings, Business processes, and Application services modules.In the CSDM objects table, the Impacted objects column displays the parent objects, while the Impacted objects classes column shows the classes. The Red flags count column indicates the number of the red flags that are directly assigned to a node, and the Total red flags count column displays the total count of the red flags directly assigned to a node and its children. [Contracts and related tabs for DORA](https://www.servicenow.com/docs/access?context=create-drtp-reg-contract&version=zurich&pubname=zurich-governance-risk-compliance&ft:locale=en-US) : The related tabs for the contracts, including associated entities and third parties, are now shown in the Contract record forms. Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. |
| Operational Technology (OT) Manager Foundation | [Now Assist for OTM was renamed to OT Manager Foundation](https://www.servicenow.com/docs/access?context=now-assist-for-otm-landing&version=zurich&pubname=zurich-operational-technology&ft:locale=en-US) : Now Assist for Operational Technology Manager (OTM) was renamed to Operational Technology (OT) Manager Foundation. [Changes to Now Assist usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : Starting with Australia Early Access, AI usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to [KB KB2704710: AI Usage - Overview \& New Measurement Logic](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). [Some generative AI skills, AI agents, and agentic workflows are turned on by default](https://www.servicenow.com/docs/access?context=now-assist-skills-on-by-default&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : The skills are automatically available to appropriate role users for the application, such as ITIL roles on incident forms or change forms. This change simply activates the skill and does not touch the roles that may be needed to use the skill. The new default behavior works as follows: * New customers: When you install an AI product, designated skills and agentic workflows are turned on automatically. * Existing customers who are upgrading (starting with Australia Early Access): Any previously unconfigured skill, agent, or agentic workflow is turned on automatically (the AI asset was never configured and turned on, then turned off again). Previously configured skills and agentic workflows that were turned on, then off, remain inactive. [Role masking](https://www.servicenow.com/docs/access?context=aia-role-masking&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : Agentic workflows and their AI agents use [role masking](https://www.servicenow.com/docs/access?context=aia-role-masking&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) to determine which users can access them. Ones installed with your applications have specific roles that come included with the application. If you select Users with specific roles for user access, you must configure the security controls to include these roles. For the instructions to change the security controls, see [Define security controls for an agentic workflow](https://www.servicenow.com/docs/access?context=define-sec-controls-aw&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US). Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. |
| Operational Technology Incident Management | [Catalog item for reporting an OT incident](https://www.servicenow.com/docs/access?context=report-ot-incident-in-ot-employee-portal&version=zurich&pubname=zurich-operational-technology&ft:locale=en-US) : The Report OT incident item has been added to the OT Service Catalog for use in the Employee Center for OT. Admin role dependency : Several new granular admin roles have been added, which enable developers to complete administrative configuration tasks without requiring the full admin role. |
| Operational Technology Manager | [Automated IT OT Bulk Conversion name change](https://www.servicenow.com/docs/access?context=automatically-convert-it-records-to-ot-devices&version=zurich&pubname=zurich-operational-technology&ft:locale=en-US) : The Automated IT OT Bulk Conversion menu item was replaced with Automated IT OT Bulk Contextualization on the ServiceNow AI Platform. [Banner messages for the Bulk Update Ruleset for Reassigning IT to OT feature](https://www.servicenow.com/docs/access?context=automatically-convert-it-records-to-ot-devices&version=zurich&pubname=zurich-operational-technology&ft:locale=en-US) : A banner message was modified during the Bulk Update Ruleset for Reassigning IT to OT feature process to reflect the correct information when you use this feature. [IP Network Subnets related list](https://www.servicenow.com/docs/access?context=ot-assets-related-links-and-lists&version=zurich&pubname=zurich-operational-technology&ft:locale=en-US) : The IP Network Subnets list was added for OT devices so you can see all subnets the selected OT device is associated with. [VLAN related list](https://www.servicenow.com/docs/access?context=ot-assets-related-links-and-lists&version=zurich&pubname=zurich-operational-technology&ft:locale=en-US) : The VLAN related list was added to the OT device form view to show the VLANs associated with a device. [Use CMDB groups to add OT context to IT CIs](https://www.servicenow.com/docs/access?context=use-cmdb-groups-it-ot-conversion&version=zurich&pubname=zurich-operational-technology&ft:locale=en-US) : When you use CMDB groups to add OT context to IT CIs, you can no longer create an Automated IT OT Bulk Contextualization record with more than one CMDB group. [Automated IT OT Bulk Contextualization - Using CMDB groups scheduled job](https://www.servicenow.com/docs/access?context=use-cmdb-groups-it-ot-conversion&version=zurich&pubname=zurich-operational-technology&ft:locale=en-US) : The Automated IT OT Bulk Contextualization - Using CMDB groups scheduled job can only process 10,000 CIs at one time. If you have more than 10,000 CIs, the remaining CIs will be processed in the next job run. Admin role dependency : Several new granular admin roles were added to enable developers to complete administrative configuration tasks without requiring the full admin role. |
| Operational Technology Vulnerability Response | [OT Vulnerable items list in the Industrial Workspace](https://www.servicenow.com/docs/access?context=view-solutions-of-vit-in-industrial-workspace&version=zurich&pubname=zurich-operational-technology&ft:locale=en-US) : The All list was added in the OT Vulnerable Items list available in the Industrial Workspace list menu. You can use this section to view all the vulnerable items (VITs) that have been created for your OT environment. You must be assigned the user_role to view all VITs. [OT Remediation Tasks list in the Industrial Workspace](https://www.servicenow.com/docs/access?context=view-otvr-remediation-tasks-in-industrial-workspace&version=zurich&pubname=zurich-operational-technology&ft:locale=en-US) : The All list was added in the OT Remediation Tasks list available in the Industrial Workspace list menu. You can use this section to view all the remediation tasks that have been created for the respective VITs in your OT environment. You must be assigned the user_role to view the remediation tasks. [OT Vulnerability Exception Approvals list in the Industrial Workspace](https://www.servicenow.com/docs/access?context=view-vulnerability-exceptions-in-industrial-workspace&version=zurich&pubname=zurich-operational-technology&ft:locale=en-US) : Use this menu to view all vulnerability exceptions that have been approved by you or assigned to you. This menu enables you to view any change of state for approvals and details of requested approvals for a given exception triggered from the Industrial Workspace. |
| Order Management | [Changes to OM integration with SPM](https://www.servicenow.com/docs/access?context=configure-site-project-product-offering&version=zurich&pubname=zurich-order-management&ft:locale=en-US) : Use OM integration with SPM to create program, reuse program, create site project and reuse site project in the SPM. Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. |
| Partner Relationship Management | : Create and update deal registrations on the Partner portal to enable enterprise agents to convert them into an opportunity. [Partner portal experience](https://www.servicenow.com/docs/access?context=using-partner-relationship-management&version=zurich&pubname=zurich-order-management&ft:locale=en-US) : The new Partner portal landing page provides a new look and navigation to raise inquiries or register members. |
| Password Reset | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. |
| Platform Analytics experience | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [Consistent header and border configuration](https://www.servicenow.com/docs/access?context=add-elements-to-a-dashboard&version=zurich&pubname=zurich-now-intelligence&ft:locale=en-US) : Dashboard components now have header and border configuration options that are consistent with data visualizations and each other.Component icons have consistent coloring for improved contrast and accessibility and are consolidated in the same corner. [Select whether to drill down to Platform Analytics or Core UI lists](https://www.servicenow.com/docs/access?context=visualization-drilldown-in-config-ws&version=zurich&pubname=zurich-now-intelligence&ft:locale=en-US) : Decide whether data view chart interactions for data visualizations on an instance drill down to Platform Analytics or Core UI record lists. This choice applies only on the Platform Analytics experience. [View usage information in the dashboards library](https://www.servicenow.com/docs/access?context=dashboards-for-admin-users&version=zurich&pubname=zurich-now-intelligence&ft:locale=en-US) : For analytics managers, the dashboard library now contains usage statistics, such as the number of dashboards not viewed in one year and the number of dashboards deactivated for more than three months. [Export data visualizations from dashboards to PNG and JPEG](https://www.servicenow.com/docs/access?context=export-data-vis-from-dboard&version=zurich&pubname=zurich-now-intelligence&ft:locale=en-US) : Export individual data visualizations as a viewer to a graphic file. [Platform Analytics experience is supported even when Next Experience UI is disabled](https://www.servicenow.com/docs/access?context=data-migration-perform&version=zurich&pubname=zurich-now-intelligence&ft:locale=en-US) : You can migrate to Platform Analytics even if Next Experience isn't enabled. Core UI dashboards are embedded in iframes. [Migration Center changes](https://www.servicenow.com/docs/access?context=data-migration&version=zurich&pubname=zurich-now-intelligence&ft:locale=en-US) : * Dashboard owners can perform partial migration on their own dashboards. * Geomap migration supported. * Interactive filter check box option. * Export to CSV from lists is supported. {#rn-summary-changes__ul_ifl_5xk_w2c} [Data visualizations and filters support Workflow Data Fabric tables](https://www.servicenow.com/docs/access?context=workflow-data-fabric&version=zurich&pubname=zurich-integrate-applications&ft:locale=en-US) : Perform data analysis on external data fabric sources. |
| Playbooks in Workflow Studio | [Activate playbooks without a trigger](https://www.servicenow.com/docs/access?context=process-automation-designer-triggers&version=zurich&pubname=zurich-build-workflows&ft:locale=en-US){#rn-summary-changes__process-automation-designer-rn-rn-workspace} : Configure and activate playbooks without specifying triggers, so that playbooks are only triggered programmatically. [Implement playbooks that are callable by a scriptable API](https://www.servicenow.com/docs/access?context=process-automation-designer-triggers&version=zurich&pubname=zurich-build-workflows&ft:locale=en-US) : Configure a playbook that executes with an input object instead of requiring the configuration of a trigger record reference and trigger conditions. [Decision activity enhancements](https://www.servicenow.com/docs/access?context=create-a-decision-activity&version=zurich&pubname=zurich-build-workflows&ft:locale=en-US) : User experience improvements to decision activities: * In the Board view, select the branch to see a list of dependent activities and branches, and to navigate to them. * When a decision or one of its branch nodes is selected in Diagram view, the decision and all of its branches are selected, and the side panel opens. * Add parallel activities within decision branches. {#rn-summary-changes__ul_ppv_zlw_bfc} [Enter a combination of pills and text in an email body](https://www.servicenow.com/docs/access?context=add-configure-activity&version=zurich&pubname=zurich-build-workflows&ft:locale=en-US) : Enter a combination of text and multiple pills in any rich text / HTML editor container, such as an email body. [ServiceNow Otto](https://www.servicenow.com/docs/access?context=now-assist-for-creator-landing&version=zurich&pubname=zurich-build-workflows&ft:locale=en-US) : ServiceNow Otto is the new AI experience brand. This change is reflected in the name of ServiceNow products, including Playbooks. Your product entitlements remain unchanged. Check your entitlements to determine your access to specific features. |
| Policy and Compliance Management | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [Improved widget presentation and page layouts](https://www.servicenow.com/docs/access?context=compliance-manager-compliance-ws&version=zurich&pubname=zurich-governance-risk-compliance&ft:locale=en-US) : As part of the Coral theme enhancements, rounded card containers with drop shadows have been introduced for widgets across Compliance pages, and the gray background has been removed from the Compliance home page to simplify the interface. |
| Portfolio Planning | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [Financials in Portfolio Planning](https://www.servicenow.com/docs/access?context=using-financials-pp&version=zurich&pubname=zurich-it-business-management&ft:locale=en-US) : * Use the new Display mode in the Financials record page to select and view forecast, compare planned vs actual costs, planned costs, or allocate budget. * Renamed Cost tab as Costs and benefits to manage cost plans and benefit plans in one view. * Renamed Baselines as Baseline comparison to create and compare financial baselines. * Renamed Time scope as Filter time scope to adjust the time scope to view a focused and customized financial snapshot. * New Generate labor costs button to generate labor costs based on the resource assignments. * New Currency list option to switch between functional and investment currency. * New Edit investment currency option to define investment currency for your projects. * New monetary benefit plan option to create new forecast benefit plans. * New Planned Benefits widget displays the total forecasted benefits. * New Total Return widget displays the total actual benefits form the projects. * New Record type column to classify the financial records between benefits and costs. * Renamed Estimate At Completion widget to EAC Cost. * Renamed Actual Cost To Date to Actuals (Incl. current fiscal period). {#rn-summary-changes__ul_thz_sg2_lhc} |
| Predictive Intelligence | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. Validation logic ensures that Predictive Intelligence can access data tables : Reduce errors while training Predictive Intelligence models with the help of new validation logic. This validation checks whether your data tables have ACLs (Access Control Lists) granting access to Predictive Intelligence. |
| Privacy Management | [Some generative AI skills are turned on by default](https://www.servicenow.com/docs/access?context=now-assist-skills-on-by-default&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : The new default behavior works as follows: * New customers: When you install an AI product, designated skills are turned on automatically. * Existing customers who are upgrading (starting with Australia Early Access): Any previously unconfigured skill is turned on automatically (the skill was never configured and turned on, then turned off again). Previously configured skills that were turned on, then off, remain inactive. [Processing activity tab](https://www.servicenow.com/docs/access?context=processing-activity-tab&version=zurich&pubname=zurich-governance-risk-compliance&ft:locale=en-US) : The revamped Processing Activity overview page provides a unified dashboard that displays key compliance and risk metrics, such as risk scores, compliance scores, and criticality scores. This update makes it easier for privacy managers and analysts to assess the status of each processing activity, track open issues, and prioritize actions. Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [Layout for processing activity record view](https://www.servicenow.com/docs/access?context=processing-activity-homepage&version=zurich&pubname=zurich-governance-risk-compliance&ft:locale=en-US) : The vertical layout of a processing activity enables you to see the information in a top-down linear flow. With this layout, you can see the sequential representation of a data processing workflow. [Privacy management home page](https://www.servicenow.com/docs/access?context=privacy-mgmt-ws-privacy-compliance-manager&version=zurich&pubname=zurich-governance-risk-compliance&ft:locale=en-US) : The enhanced Privacy Management home page now has dedicated tabs for Processing Activity, Risk and compliance, Operations, and Privacy Cases. This updated layout helps to improve readability by organizing your reports into clearly defined sections. |
| Proactive Service Experience Workflows | [Product Support for Technology application](https://www.servicenow.com/docs/access?context=tech-product-support-case-app&version=zurich&pubname=zurich-proactive-service-exp-workflows&ft:locale=en-US) : Technology Product Support Case menu is renamed to Product Support for Technology Case. Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. |
| Product Catalog Management and Pricing Management | [Support minor changes to published product offerings and specifications](https://www.servicenow.com/docs/access?context=minor-updates-published-offerings-specs&version=zurich&pubname=zurich-order-management&ft:locale=en-US) : Make minor changes to published versions of a product offering or specification, without creating a version. Minor updates include changes such as modifying the product offering display name, description, or product image. [Configurable product offerings](https://www.servicenow.com/docs/access?context=som-create-product-offering&version=zurich&pubname=zurich-order-management&ft:locale=en-US) : The Create Product Offering form, used when creating product offerings, has two new options. The Configurable option indicates that the product offering is configurable and that it can be customized by agents and customers using the CPQ Configurator. The Enable ramps option indicates that price ramps can be defined for a configurable product. Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [Enhancements for exporting and importing product catalog entities between ServiceNow instances](https://www.servicenow.com/docs/access?context=export-import-product-catalog-entities&version=zurich&pubname=zurich-order-management&ft:locale=en-US) : Support the export and import of product catalog-related entities: * Product Catalog Management Core V15.0.0: During import, the system checks for minor updates to product offerings and specifications in the target version and imports them accordingly. * Product Catalog Management Core v13.0.0 * Export catalog entities, such as complex characteristic hierarchies, default values for characteristics including complex characteristics for product offerings and specifications, catalog entity versions in any order, and more, such as fetching referenced specifications during export. For details, see [Export catalog entities](https://www.servicenow.com/docs/access?context=export-product-catalog-entities&version=zurich&pubname=zurich-order-management&ft:locale=en-US). * Import catalog entities, such as complex characteristic hierarchies, default values for characteristics including complex characteristics for product offerings and specifications, catalog entity versions in any order, and more, such as suppressing validation of business rule errors in logs. For details, see [Import product catalog entities](https://www.servicenow.com/docs/access?context=import-product-catalog-entities&version=zurich&pubname=zurich-order-management&ft:locale=en-US). {#rn-summary-changes__ul_ypw_xnj_3hc} {#rn-summary-changes__ul_x3g_hnz_tfc} |
| Project Portfolio Management | [Demand Management UI changes](https://www.servicenow.com/docs/access?context=demand-form&version=zurich&pubname=zurich-it-business-management&ft:locale=en-US) : * The Artificial Intelligence value has been added to the Investment Type field of the Demand form so you can choose AI as an investment type. * Three values, EAP Epic, EAP Feature, and EAP Capability, have been added to the Type field in the Demand form. These options are available only when the value in the Category field is set to Strategic. * An option to create the selected type of EAP entity has been added under Related Links in the Demand form. This option is available when the demand is in the Draft state and until an EAP entity is created. * The EAP Details section has been added to the Demand form. This section is displayed after the demand is in the Draft state and includes two fields: * Team: Choose a team for the EAP entity. * Converted to: Name of the created EAP entity after it's generated. {#rn-summary-changes__ul_gxv_s1x_chc}After the EAP entity is created, both fields are set to read only. * The following items have been added to the demand form and are available if you have the identify similar records Now Assist skill activated: * The Identify similar demands button, which identifies and displays similar demands. * The Similar Demands related list, which displays the list of similar demand records identified by Now Assist. {#rn-summary-changes__ul_a3m_yw3_fhc} {#rn-summary-changes__ul_by1_5rw_chc} Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [Project Workspace UI changes](https://www.servicenow.com/docs/access?context=update-resource-assignment-pw&version=zurich&pubname=zurich-it-business-management&ft:locale=en-US) : The following items were added to Project Workspace: * Resource page to access and manage resource assignments. * Sync all button to synchronize project dates for all the resource assignments. {#rn-summary-changes__ul_xqt_f5l_sfc} |
| Project Workspace | [Status report](https://www.servicenow.com/docs/access?context=duplicate-status-report-pw&version=zurich&pubname=zurich-it-business-management&ft:locale=en-US) : * A Status drop down is added in the Project Status Report with two options Draft and Published. * Renamed the Copy button to the Duplicate status report button. * Added the Playbooks page to define structured stages for projects. * Added the Create from template button on homepage. {#rn-summary-changes__ul_s1h_hyh_fhc} [RIDAC UI changes](https://www.servicenow.com/docs/access?context=add-risk-project-project-workspace&version=zurich&pubname=zurich-it-business-management&ft:locale=en-US) : Filter, Personalize columns, Settings, and Item details icon are moved to panel. Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [Project Workspace UI changes](https://www.servicenow.com/docs/access?context=update-resource-assignment-pw&version=zurich&pubname=zurich-it-business-management&ft:locale=en-US) : * A Resource page is added to access and manage resource assignments. * Sync all button is added to synchronize project dates for all resource assignments. * A new value, Artificial Intelligence, has been added to the Investment Type field in details section of Project form to allow users to choose Artificial Intelligence as an investment type. {#rn-summary-changes__ul_ssw_yf5_qfc} [Managing financials for your projects](https://www.servicenow.com/docs/access?context=using-financials-prj-wrkspc&version=zurich&pubname=zurich-it-business-management&ft:locale=en-US) : * Select and view forecasts, compare planned vs. actual costs, and view planned costs or the allocated budget through a new display mode on the Financials record page. * Renamed Cost tab as Costs and benefits to manage cost plans and benefit plans in one view. * Renamed Baselines as Baseline comparison to create and compare financial baselines. * Renamed Time scope as Filter time scope to adjust the time scope to view a focused and customized financial snapshot. * New Generate labor costs button to generate labor costs based on the resource assignments. * New Currency list option to switch between functional and investment currency. * New Edit investment currency option to define investment currency for your projects. * New monetary benefit plan option to create new forecast benefit plans. * New Planned Benefits widget displays the total forecasted benefits. * New Total Return widget displays the total actual benefits form the projects. * New Record type column to classify the financial records between benefits and costs. * Renamed Estimate At Completion widget to EAC Cost. * Renamed Actual Cost To Date to Actuals (Incl. current fiscal period). {#rn-summary-changes__ul_p5l_ppp_fhc} |
| Public Sector Digital Services | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [Enhancements to Constituent Service Portals](https://www.servicenow.com/docs/access?context=portals-psds-exploring&version=zurich&pubname=zurich-government-industry&ft:locale=en-US) : UI Enhancements have been made to all Public Sector Digital Services constituent portals by replacing legacy widgets (for example, portal banners, data lists) with standardized, CSM Configurable Widgets and components. The update ensures backward compatibility, migration guidance, usage analytics, and provide training for admins, and also enables dynamic data rendering, better filtering, and improved accessibility across service flows. [Enhancements to Grants Management: Program Setup](https://www.servicenow.com/docs/access?context=psds-using-grants-management-playbook&version=zurich&pubname=zurich-government-industry&ft:locale=en-US) : In the Grants Management: program setup, grant program managers can now add new points of contact for the applicants to the grants program in the Define Program stage. In the Publish Program stage, new fields have been added for program announcement removal. Grants program managers can now set grants programs to auto-remove at a defined date, and set application close to disable new applications from being submitted through the Grants Management portal. [Enhancements to Grants Management portal](https://www.servicenow.com/docs/access?context=psds-gmp-using-grants-mgmt-portal&version=zurich&pubname=zurich-government-industry&ft:locale=en-US) : Enable grant program managers to turn off new grant proposal submissions after the proposal close date. Applicants can no longer submit proposals after the proposal close date, keeping the process on schedule and helping prevent late submissions from being reviewed. Enable applicants to review and download the results letter and merit review summary (where applicable) of their grants application, as well as accept or decline their award, all within the new Results tab of the Grants Management portal. Notify constituents about a pending award decision through the portal. |
| Recommended Actions for Operational Technology Service Management (OTSM) | [Contextualize UI action](https://www.servicenow.com/docs/access?context=use-ai-enhanced-ra-otsm&version=zurich&pubname=zurich-operational-technology&ft:locale=en-US) : The Contextualize UI action was added to the Recommendations panel in the Industrial Workspace for external documents related to the selected OT incident. Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [Recommended actions button](https://www.servicenow.com/docs/access?context=use-recommended-actions-ot-incidents&version=zurich&pubname=zurich-operational-technology&ft:locale=en-US) : The Recommended actions ![]() button was added to the Industrial Workspace to access the Recommended Actions panel for an OT incident. |
| Recruitment workspace | [Get overview of recruitment workload](https://www.servicenow.com/docs/access?context=recruitment-workspace-oveview&version=zurich&pubname=zurich-employee-service-management&ft:locale=en-US){#rn-summary-changes__recruiter-workspace-rn-rn-workspace} : View all the job requisitions where you're listed as an additional recruiter or recruitment coordinator, on the home page cards and list view in Recruitment workspace. Previously, only the primary recruiter saw these requisitions in Recruitment workspace. |
| Regulatory Change Management | Administrator role enhancements : After upgrading to version 21.1.x, if you have a feature admin role you can now complete tasks that were initially reserved for users with the broader administrator role. Read-only field enhancements : Starting with version 21.1.x, the following Regulatory Change Management plugins have security enhancements for read-only fields in this release: * GRC: Taxonomy management \[com.sn_grc_taxonomy\] * GRC: Regulatory Change Management integration with RSS Feeds \[com.sn_grc_rcm_rssfeed\] * GRC: Regulatory Change Management \[com.sn_grc_reg_change\] * GRC Case Management Core \[com.sn_grc_case_mgmt\] * GRC integration with Thomson Reuters Regulatory Intelligence \[com.sn_grc_int_tr\] * Regulatory Agency Library \[com.sn_reg_body_mgmt\] {#rn-summary-changes__ul_fjl_13q_jhc} Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [Default column list](https://www.servicenow.com/docs/access?context=action-tasks&version=zurich&pubname=zurich-governance-risk-compliance&ft:locale=en-US) : Starting with the Zurich release, the default column configuration for regulatory tasks and action tasks, linked to a regulatory alert, has been updated. This change enhances usability and ensures better visibility of the key information that is relevant to each task type. [Tasks widget](https://www.servicenow.com/docs/access?context=list-view-of-reg-alerts&version=zurich&pubname=zurich-governance-risk-compliance&ft:locale=en-US) : The overview page of a regulatory alert includes a newly added Tasks widget that enables you to get more visibility into related activities. This widget displays the total number of associated action tasks and change tasks that are linked to the specific regulatory alert. By using this widget, you can assess the level of effort that is required for compliance. [Workflow of regulatory task](https://www.servicenow.com/docs/access?context=reg-change-task&version=zurich&pubname=zurich-governance-risk-compliance&ft:locale=en-US) : A regulatory task progresses through the following states: * New * Work In Progress * Implementation * Awaiting Approval (optional) * Completed {#rn-summary-changes__ul_ap2_vy2_sfc} While in the Implementation state, requesting approval is optional. If all associated action tasks are completed, the regulatory task can be closed directly from the Implementation state without requiring additional approval. [Workflow of source document import task](https://www.servicenow.com/docs/access?context=reg-change-task&version=zurich&pubname=zurich-governance-risk-compliance&ft:locale=en-US) : A source document task progresses through the following states: * New * Ready to Import * Work In Progress * Implementation * Completed. {#rn-summary-changes__ul_j43_zqg_tfc} [Create action tasks](https://www.servicenow.com/docs/access?context=manage-reg-action-tasks&version=zurich&pubname=zurich-governance-risk-compliance&ft:locale=en-US) : You can create action tasks for a regulatory task when the task is in any of the following states: * New * Work in Progress * Implementation {#rn-summary-changes__ul_jqm_qtn_sfc} You can now break down a regulatory task into smaller, manageable components so that you can more efficiently track and execute the required activities. You can plan, assign, and monitor tasks now in a structured manner that supports your compliance objectives and regulatory requirements. |
| Request Management | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. |
| Resource Management Workspace | [Using Resource Management Workspace](https://www.servicenow.com/docs/access?context=using-rmw&version=zurich&pubname=zurich-it-business-management&ft:locale=en-US) : * Added the new Move option in the row context menu in the top and bottom tray of the resource board view. * Added sub-labels for the row context menu options in the resource board to better estimate the actions. * Updated Assign modal with options to auto-assign and manually assign the available resources * New Preview button in the Assign modal to see the real-time simulation of allocations for an assignment. * Added Resource not synced icon to identify and sync the resources assignments which are not aligned with the changes to planning item timelines. * New Rate override field to enable editing of resource rate using the inline editing feature. * New Resource rate field to edit resource rate from the workspace view for each resource. {#rn-summary-changes__ul_f3k_ljh_tfc} Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. |
| Return Merchandise Authorization | [Enhancements in the RMA case flow](https://www.servicenow.com/docs/access?context=return-merchandise-authorization&version=zurich&pubname=zurich-order-management&ft:locale=en-US) : Streamline the sales return process by enabling agents to initiate, track, and close RMA cases for install base items directly within the Agent Workspace. It also bridges the gap between self-service and full support. |
| Security Center | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [Auditor checks](https://www.servicenow.com/docs/access?context=auditor&version=zurich&pubname=zurich-platform-security&ft:locale=en-US){#rn-summary-changes__security-center-rn-rn-workspace} : The Review Public Knowledge Bases and Review Public Knowledge Base Articles checks use global API calls, so they've been added in the Global scope. [Security Center](https://www.servicenow.com/docs/access?context=sec-center-v2&version=zurich&pubname=zurich-platform-security&ft:locale=en-US) Theming for Security Center : Security Center banners and Cascading Style Sheets CSS elements have been updated to conform to any instance-wide themes you apply. [Updated first time user experience](https://www.servicenow.com/docs/access?context=sec-center-landing&version=zurich&pubname=zurich-platform-security&ft:locale=en-US) : Security Center has been updated to provide guidance to understand what the tool can do and how to use it. This redesign is tailored to assist both new and infrequent users of Security Center. Hardening settings updates : Updated the Security Hardening tool with the latest Instance Security Hardening Settings baseline V6. [Security Hardening tool Updates](https://www.servicenow.com/docs/access?context=security-hardening-settings&version=zurich&pubname=zurich-platform-security&ft:locale=en-US) : The security Hardening tool has been updated to the latest Instance Security Hardening Settings V7. |
| Security Incident Response | [Shift Handover Records](https://www.servicenow.com/docs/access?context=manage-shift-handover-records&version=zurich&pubname=zurich-security-management&ft:locale=en-US) : The Start date and End date fields have been removed. You can now select the shift name instead when configuring the Shift Handover record. Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [Security Incident Response Other Records](https://www.servicenow.com/docs/access?context=security-incident-response-other-records&version=zurich&pubname=zurich-security-management&ft:locale=en-US) : Add
multiple ITSM incidents, problems, or change requests to a security incident for which multiple IT actions are needed. For more information, see the "Link multiple ITSM incidents" section. [Modify attachments of a closed security incident](https://www.servicenow.com/docs/access?context=t_ClosingSecIncidents&version=zurich&pubname=zurich-security-management&ft:locale=en-US) : You cannot modify the attachments of a security incident once the security incident is closed. |
| Security Posture Control | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. |
| Self-service and omnichannel engagement for CSM | Portal Data List widget : The Data List widget now offers more configuration flexibility and supports dynamic, context‑aware view selection. Key enhancements include: * Role‑Based and Guest Views: Use the new role_based_views and guest_view options to define different views for different user roles and for unauthenticated users removing the dependency on a single static view. * Automatic URL Parameter Passing: Pass URL parameters automatically into scripts invoked from Data List instance options enabling admins to build richer, multi‑parameter conditions without extra setup. * Script‑Based View Selection: Use the Data List Condition Script option to choose a view dynamically. Scripts can evaluate URL parameters and other context to determine the most appropriate view at runtime. * Configurable Default Sorting: Define initial sorting behavior using the new sort_by and sort_order options letting the users see a meaningful default order when the list loads. {#rn-summary-changes__ul_l35_xfd_b3c} [Selecting queues for outbound calls](https://www.servicenow.com/docs/access?context=select-queues-for-outbound-calls&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US) : The following UI components have been added to the Global Call window when making outbound calls from a keypad or phone directory: * A new Search field to search and select from a list of available queues. * A new toggle control that applies the selected queue to either the current call or all outbound calls by default. This option appears after selecting a queue. {#rn-summary-changes__ul_zh3_zql_vhc} [CCaaS callback features](https://www.servicenow.com/docs/access?context=contact-center-intergration-with-icc-callback&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US) : Callback management has been improved to make handling requests easier for agents. The key changes include: * Equip agents to transfer the callback requests before dialing the call, enhancing flexibility in managing customer interactions. * Enable scheduled callbacks, which help customers to choose a preferred callback time in addition to the existing ASAP option. * Facilitate agents to view the list of queues and other agents for easier callback transfers and efficient customer management. * Capture callback reasons more effectively with the expanded Reason for Call field, which includes additional choice values. {#rn-summary-changes__ul_hcj_vg4_jhc} [Unified routing of email interactions via CCaaS](https://www.servicenow.com/docs/access?context=using-email-interaction-customer-service-management&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US) : Email interaction handling has been enhanced to improve efficiency and responsiveness in managing customer communications. The key changes include: * Support external routing of email interactions. * Enable agents to put email interactions on hold while waiting for customer responses. * Notify CCaaS when an interaction is put on hold so that CCaaS can free up the agent's capacity for handling other interactions. * Send automatic email reminders to customers for interactions that are on hold for a configurable period. * Reroute email interactions to available agents when the originally assigned agent is unavailable. * Prevent creating outbound email interactions when emails are sent on top of cases. {#rn-summary-changes__ul_kf4_ph4_jhc} [Import queues](https://www.servicenow.com/docs/access?context=import-queues&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US) : Use bulk action to assign service channels to multiple queues simultaneously during queue-import, simplifying queue management for CCaaS integrations. [Using the voice interaction page for callback requests](https://www.servicenow.com/docs/access?context=csm-native-voice-record-page&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US) : The following UI components have been added on the voice interaction page to manage callback requests: * A Callback Actions component enables agents to initiate a call to the customers. * A Callback Context card enables agents to get quick context before initiating the call. * A Transfer button has been added in the Callback actions component to enable agents to transfer callback requests. * The scheduled start time option has been added in the callback context card to help agents access the date and time of the scheduled callback and enable smoother conversations. * The callback context card appears at the center of the voice interaction page to help agents stay informed and efficient during customer interactions. * The following options have been added to the Reason for the Call list to help agents better capture the reason for callbacks: * Customer Survey * Sales Discovery * Product Feedback * Customer Relationship Building {#rn-summary-changes__ul_lds_zcl_dhc} {#rn-summary-changes__ul_e3k_bhz_yfc} [Using the email interaction page](https://www.servicenow.com/docs/access?context=using-email-interaction-page&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US) : The following changes have been made to the Email Interaction page: * A New Activity marker has been added to help distinguish the most recent conversation. * A modeless dialog has been added to respond to emails without interrupting your workflow, enabling you to multitask and easily refer to record details. * A compact email header has been added to help you focus on key message details. * The activity stream shows only the latest reply in the email conversation for each response. {#rn-summary-changes__ul_hdz_xdd_s2c} [Using Agent Chat](https://www.servicenow.com/docs/access?context=ci-agent-chat-using&version=zurich&pubname=zurich-conversational-interfaces&ft:locale=en-US) : A Leave Chat button has been added to the record page so you can leave the chat without ending the session for other participating agents. Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. |
| Service Catalog | [A property to delete a draft of catalog item](https://www.servicenow.com/docs/access?context=save-draft-catalog-item&version=zurich&pubname=zurich-servicenow-platform&ft:locale=en-US) : Use the property glide.sc.delete_draft_item_on_version_change to determine whether to delete a saved draft of a catalog item on its modification. [Dynamic Lookup Choices and Enhanced Table Sourcing](https://www.servicenow.com/docs/access?context=t_CreateAVariableForACatalogItem&version=zurich&pubname=zurich-servicenow-platform&ft:locale=en-US) : Lookup questions are now more flexible and user-friendly. You can effortlessly display choices directly from a specific table field, offering similar ease for select box configurations. Additionally, create dynamic dependent lookups where the choices refresh automatically based on the values selected in other fields on the same form, guiding users to more relevant selections. [Enhanced Sorting Control for Lookup Fields](https://www.servicenow.com/docs/access?context=t_CreateAVariableForACatalogItem&version=zurich&pubname=zurich-servicenow-platform&ft:locale=en-US) : Customize the display order in lookup select boxes, look up multiple choice, and list collector fields with the new ref_ac_order_by attribute. This attribute enables options to be sorted primarily by a specified data column, and then by their display label, providing a more logical and predictable presentation for users. |
| Service Exchange | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. |
| Service Graph Connector for Microsoft Defender for IoT (Azure) | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. |
| Service Level Management | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. |
| Service Observability | [Improved chart metadata](https://www.servicenow.com/docs/access?context=using-service-observability&version=zurich&pubname=zurich-it-operations-management&ft:locale=en-US) : As of 1.10, charts have been improved to provide more detailed axis labels. [Improved data mapping UI](https://www.servicenow.com/docs/access?context=create-and-manage-observability-data-mappings&version=zurich&pubname=zurich-it-operations-management&ft:locale=en-US) : As of 1.10, you can now create and test your data mapping in the same UI. Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. |
| Service Operations Workspace for ITSM | [CAB workbench enhancements](https://www.servicenow.com/docs/access?context=cm-manage-cab-meeting-workbench-sow&version=zurich&pubname=zurich-it-service-management&ft:locale=en-US) : * Configuration provided for risk-highlighted value is displayed in the agenda item card and CAB meeting details. * Visual feedback is provided when agenda items are restored. {#rn-summary-changes__ul_ow4_hzg_sfc} [Configure help and order of the remedial action parameters](https://www.servicenow.com/docs/access?context=components-installed-with-remediation-fw&version=zurich&pubname=zurich-it-service-management&ft:locale=en-US){#rn-summary-changes__service-operations-workspace-itsm-rn-rn-workspace} : Configure the Help and Order fields for the remedial action parameters on the Remedial action parameter \[sn_reacf_remedial_action_parameter\] table if you have the Remedial action admin\[sn_reacf.sn_remedial_action_admin\] user role. [List page enhancements in Service Operations Workspace](https://www.servicenow.com/docs/access?context=work-incident-list-page-sow&version=zurich&pubname=zurich-it-service-management&ft:locale=en-US) : The list page in SOW has the following enhancements: * The related lists in the Related records tab of the SOW record pages, including those within the record pages as well such as Recent Incidents or Assigned Assets, are updated with the record list bundle. This update provides them with the same appearance, functionality, and user experience as the SOW list page. * The related lists in the Related records tab of the SOW record pages, including the Multi Record Associator (MRA) list, as well as the related lists within the record pages such as Recent Incidents or Assigned Assets, now support the fuzzy count UX page property. You can configure a default value that is applicable to the list for all tables or a value for a specific table such as incident thereby improving the list page performance. {#rn-summary-changes__ul_jsn_mxy_tfc} [Dependency view changes for reference fields](https://www.servicenow.com/docs/access?context=view-update-inc-overview-tab&version=zurich&pubname=zurich-it-service-management&ft:locale=en-US) : Selecting the dependency view for the following fields in the incident, problem, change, and request records, opens a unified CMDB map in a new tab within the workspace view instead of a new browser tab: * Configuration item * Service * Service offering {#rn-summary-changes__ul_ih1_pxy_tfc} [Propose a standard change template](https://www.servicenow.com/docs/access?context=propose-standard-change-sow&version=zurich&pubname=zurich-it-service-management&ft:locale=en-US) : As a user with the itil role, you can create a standard change template proposal from any change record in SOW. [Service Operations Workspace access for an on-call shift administrator](https://www.servicenow.com/docs/access?context=roles-in-sow&version=zurich&pubname=zurich-it-service-management&ft:locale=en-US) : Starting in version 8.2, a user with the rota_admin role can access Teams, Schedules, and Home pages in SOW. |
| Service Portal | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. |
| Service Portfolio Management | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. Enhancements to the Web and installed apps monitoring setup : The process of adding an application for monitoring has been updated to enable you to choose any service from the cmdb_ci_service table or its child tables. The application type filed was added to the monitored applications list. |
| Service Reliability Management | [Work notes for SLOs](https://www.servicenow.com/docs/access?context=sr-view-slo&version=zurich&pubname=zurich-it-operations-management&ft:locale=en-US) : In version 6.6.1, SLOs include work notes on the Details tab. Posted work notes are visible in the Activity panel, providing a unified view of both manual and automated SLO changes. [Microsoft Teams notification update](https://www.servicenow.com/docs/access?context=srm-notifications-messages&version=zurich&pubname=zurich-it-operations-management&ft:locale=en-US) : In version 6.5.0, the error budget policy violation notification in Microsoft Teams now includes a button instead of a text link. The new button makes it easier to open the relevant SLO directly in SRM. [New service class names](https://www.servicenow.com/docs/access?context=sr-work-services&version=zurich&pubname=zurich-it-operations-management&ft:locale=en-US) : In version 6.5.0, application service and technical service are now called service instance and technology management service. The terminology update aligns with current naming standards. [Enhanced SLO table view](https://www.servicenow.com/docs/access?context=sr-work-SLI-SLO&version=zurich&pubname=zurich-it-operations-management&ft:locale=en-US) : In version 6.5.0, the Service level objectives table on the SRM Reliability metrics tab has a new layout, which improves readability and navigation. [New navigation for Integrations Launchpad and Alert Automation](https://www.servicenow.com/docs/access?context=sr-work-integrations&version=zurich&pubname=zurich-it-operations-management&ft:locale=en-US) : In version 6.5.0, the icons for Integrations Launchpad and Alert Automation have been removed from the primary navigation. You can now access them under the ITOM Admin Experience icon in the Service Operations Workspace. [Updated Service reliability dashboard](https://www.servicenow.com/docs/access?context=sr-service-dashboard-visualizations&version=zurich&pubname=zurich-it-operations-management&ft:locale=en-US) : In version 6.5.0, the High burn rate chart now links to a chart view instead of a list view. The new link helps you better visualize and explore SLO performance. Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. |
| ServiceNow AI Lens | [Default app on launch setting on the ServiceNow AI Lens downloads and preferences page](https://www.servicenow.com/docs/access?context=download-sn-lens-msi&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : The ServiceNow AI Lens Downloads page has been renamed to ServiceNow AI Lens downloads and preferences, and a Default app on launch setting has been added to the page. The setting includes the following options: * Browser (no installation required): Launches AI Lens from your browser when you start a session. * Desktop app: Launches AI Lens desktop application when you start a session. {#rn-summary-changes__ul_ipf_yf1_1kc} [UI updated to reflect ServiceNow Otto branding](https://www.servicenow.com/docs/access?context=servicenow-lens-features&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : The UI has been updated to reflect the ServiceNow Otto branding. Icons, and UI text have been updated throughout the interface to use Otto terminology and visual identity. [New Upload button and Upload file dialog](https://www.servicenow.com/docs/access?context=create-record-sn-lens&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : The ServiceNow AI Lens page, which opens in your browser when you select Create with Lens or Update with Lens button, now provides an Upload button. Selecting Upload opens the Upload file dialog, where you can add or drag files to attach the files. After attaching, you can optionally rename the files. To upload the files, select Next. After uploading, submit the files for ServiceNow AI Lens to analyze and auto-fill your form fields. [Quick visual distinction between AI-filled form fields and manually filled fields](https://www.servicenow.com/docs/access?context=create-record-sn-lens&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : ServiceNow AI Lens now uses visual gradient indicators to distinguish AI-filled form fields from manually entered data. [New screen with browser and desktop app access options](https://www.servicenow.com/docs/access?context=create-record-sn-lens&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US#use-your-browser) : A new ServiceNow AI Lens screen opens when you select the Create with Lens button on a list view or Update with Lens button on a form. The screen provides the following options: * Capture screen: Captures a screen from your browser and lets ServiceNow AI Lens analyze its contents to auto-fill form fields. * Open AI Lens desktop: Opens the ServiceNow AI Lens desktop application for the full range of capabilities, including capturing multiple screens and uploading files. {#rn-summary-changes__ul_cb4_gmj_y3c} [Preview screen](https://www.servicenow.com/docs/access?context=create-record-sn-lens&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US#use-your-browser) : The new preview screen displays the screen that ServiceNow AI Lens captured before submitting for analysis. The screen provides the following options: * Crop: Select to crop the captured screen to specify the area that you want ServiceNow AI Lens to analyze, before submitting it for analysis. * Additional instructions (Optional): Enter instructions to guide ServiceNow AI Lens in analyzing specific information from the captured screen. * Re-capture: Select to discard the current capture and repeat the screen capture process. * Analyze: Select to submit the captured screen for analysis and then auto-fill the form fields. {#rn-summary-changes__ul_sgd_smj_y3c} [New Attach button on the home screen](https://www.servicenow.com/docs/access?context=sn-lens-standalone-app&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US#attach-files) : An Attach button has been added to the home screen of the ServiceNow AI Lens desktop app, enabling you to attach one or more files. [Upload files icon in the scanner window](https://www.servicenow.com/docs/access?context=sn-lens-standalone-app&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US#attach-files) : An Upload files icon has been added to the scanner window to enable you to attach one or more files. [UI changes in the preview window](https://www.servicenow.com/docs/access?context=sn-lens-standalone-app&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US#attach-files) : The following have changed in the preview window: * Attached files or captured screenshots appear as cards. * The preview of a file or screenshot opens on its respective default application when you select the card. * An Upload button has been added. {#rn-summary-changes__ul_yhj_1h1_n3c} [Changes to Now Assist usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : Starting with Australia Early Access, AI usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to [KB KB2704710: AI Usage - Overview \& New Measurement Logic](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). [Changes in the scanner window UI](https://www.servicenow.com/docs/access?context=create-record-sn-lens&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : The UI of the scanner window has been updated. When you open the scanner window, the toolbar is displayed outside of it. However, when you maximize the window, the toolbar moves inside. |
| ServiceNow AI Platform core feature | AI indicator in forms : The AI indicator is a visual cue that identifies form fields in configurable workspace and Core UI that have been updated with AI-generated content. This feature enhances user experience by providing a consistent and clear indication of AI involvement across the platform. Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [ECMAScript 2021 (ES12) JavaScript mode supports additional scripting features](https://www.servicenow.com/docs/access?context=javascript-engine-feature-support&version=zurich&pubname=zurich-api-reference&ft:locale=en-US) : Use additional scripting features, including Promises and Async await, in applications or scripts that use the ECMAScript 2021 (ES12) JavaScript mode. [Stream multipart responses with REST APIs](https://www.servicenow.com/docs/access?context=r_AvailableSystemProperties&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : Stream multipart responses rather than buffering responses until complete by default with REST APIs that support the multipart/mixed requests, such as the Batch API. The glide.rest.serialize.disable_response_stream_buffering system property controls this behavior and applies only to instances configured with Application Delivery Controller, version 2 (ADCv2). [Additional field types supported in a configurable workspace](https://www.servicenow.com/docs/access?context=r_FieldTypes&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : The following field types are now supported for use in a configurable workspace: * datetime * email_script * int * integer_time * related_tags * user_input {#rn-summary-changes__ul_sh1_gvz_w2c} [Vertical layout configuration for radio buttons in a configurable workspace](https://www.servicenow.com/docs/access?context=r_FieldTypes&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : Configurable workspaces now support a vertical layout configuration of radio buttons. [More dictionary attributes available for selected fields in a configurable workspace](https://www.servicenow.com/docs/access?context=r_FieldTypes&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : Applicable fields used in a configurable workspace now support the following dictionary attributes: * choice * decimal * float * html_editor * integer * ip_addr * is_searchable_choice * phone_number_e164 * readonly_clickthrough * ref_ac_columns * translated_html_editor * types {#rn-summary-changes__ul_uh1_5vz_w2c} [New plugins available for the TinyMCE HTML editor](https://www.servicenow.com/docs/access?context=configuring-the-html-plugins-for-tinymce&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : The TinyMCE HTML editor now supports two new plugins in Core UI and configurable workspaces: * The Image Editing (editimage) plugin adds a contextual editing toolbar to images in the editor. * The Help plugin (help) enables you to check shortcuts and keyboard navigation for accessibility. {#rn-summary-changes__ul_lrp_hwz_w2c} [New run types available for scheduled jobs](https://www.servicenow.com/docs/access?context=c_ScheduledJobs&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : The following run types are now available for all scheduled job types, enabling flexible scheduling: * Day and Month in Year * Day in Week in Month in Year * Week in Month {#rn-summary-changes__ul_cbd_rnw_x2c} The new run types are available in the following standard scheduled job types: * Scheduled Email of Report * Scheduled Entity Generation * Scheduled Script Execution {#rn-summary-changes__ul_x41_mbx_jfc} To enable these new run types in other scheduled job child tables, you must configure your applicable form view to include the fields Day, Month, and Year. For more information, see [Enable run types for scheduled job child tables](https://www.servicenow.com/docs/access?context=customize-run-times-for-scheduled-jobs&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US). [New advanced options available for scheduled jobs](https://www.servicenow.com/docs/access?context=c_ScheduledJobs&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : The following new advanced options are available when configuring scheduled jobs, offering greater flexibility in job planning, execution, and recurrence: * Starting * Ending * Repeat every {#rn-summary-changes__ul_bpt_qxx_jfc} [Export lists to Google Sheets](https://www.servicenow.com/docs/access?context=setup-gsheet-export&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : Export your lists to Google Sheets directly from the Export menu. |
| ServiceNow IDE | [New developer themes](https://www.servicenow.com/docs/access?context=servicenow-ide-user-interface&version=zurich&pubname=zurich-application-development&ft:locale=en-US) : Use the Developer Light (default) and Developer Dark themes in the ServiceNow IDE. Select a theme from the user settings in the ServiceNow IDE or with the Preferences: Color Theme command from the command palette. The theme preference selected by a user from the ServiceNow IDE applies to other builder applications such as ServiceNow Studio and Creator Studio. |
| ServiceNow Otto | [Zurich Patch 8](https://servicenow-prod.fluidtopics.net/~gO9GEmW74xbdJlS67m0Mg "The Zurich Patch 8 release contains important problem fixes.") : [Updated the name of status buttons.](https://www.servicenow.com/docs/access?context=assessing-go-no-go&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US)An Agentic AI - HRSD card is available on the Agentic AI Assessment Home Page and contains the current readiness status of Ready or Action Required. [Manage model providers](https://www.servicenow.com/docs/access?context=edit-model-providers&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : Explore the Manage integrations option within Manage model providers tab now. [Changes to Now Assist usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : Starting with Australia Early Access, AI usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to [KB KB2704710: AI Usage - Overview \& New Measurement Logic](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). [Using AI Readiness Evaluation](https://www.servicenow.com/docs/access?context=using-now-assist-readiness-evaluation&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : * View the updated legend that now includes None-XXL estimated remediation efforts along with assessment icon explanations. * Understand estimated remediation efforts more clearly now that blocker areas are included in the estimated remediation efforts and non-blocker observations are not included in estimated remediation efforts. * Select any widget on the Agentic AI- Assessment dashboard and Now Assist assessment dashboard tabs to open that widget's data table in a separate tab. {#rn-summary-changes__ul_mlz_zrb_xhc} [Analyzing AI performance](https://www.servicenow.com/docs/access?context=now-assist-analytics&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : The Analytics tab is now renamed to Performance. [Some generative AI skills are turned on by default](https://www.servicenow.com/docs/access?context=now-assist-skills-on-by-default&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : The new default behavior works as follows: * New customers: When you install an AI product, designated skills are turned on automatically. * Existing customers who are upgrading (starting with Australia Early Access): Any previously unconfigured skill is turned on automatically (the skill was never configured and turned on, then turned off again). Previously configured skills that were turned on, then off, remain inactive. [Configure multilingual service for Now Assist applications](https://www.servicenow.com/docs/access?context=enable-dynamic-translation-for-now-assist-applications&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : Enable translation settings is now a multilingual service in the AI Admin Hub console. Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [Edit an AI skill](https://www.servicenow.com/docs/access?context=edit-a-now-assist-skill&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : You can now view the Helpful resources and Frequently asked questions (FAQ) tabs on the list view of the Now Assist skills page. [Configure email reply recommendation in the AI Admin Hub console](https://www.servicenow.com/docs/access?context=configure-email-recommendation&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : The email response creation skill helps you choose the most appropriate template based on your context. Additionally, it identifies the potential errors when a response isn't generated as intended. [Agentic conversations in Virtual Agent](https://www.servicenow.com/docs/access?context=agentic-conversations-vad&version=zurich&pubname=zurich-conversational-interfaces&ft:locale=en-US) : Halt an agentic conversation mid-query by hovering over the send icon ![]() and selecting the interrupt flow icon ![]() when the icon changes. |
| ServiceNow Otto for App Engine | [Changes to Now Assist usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : Starting with Australia Early Access, AI usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to [KB KB2704710: AI Usage - Overview \& New Measurement Logic](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). |
| ServiceNow Otto for CMDB | [Now Assist \> ServiceNow Otto announcement](https://www.servicenow.com/docs/access?context=platform-now-assist-landing&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : Now Assist introduced AI on the platform. As that experience has evolved, there's a new name for the experience. ServiceNow Otto® is the conversational AI platform integrated into ServiceNow workflows. It provides agentic capabilities, supports multimodal interactions across web, mobile, and messaging channels, and enables autonomous orchestration for cross-system workflows. [Analyzing the impact of a change or incident](https://www.servicenow.com/docs/access?context=na-cmdb-awf-impact-analysis-using&version=zurich&pubname=zurich-servicenow-platform&ft:locale=en-US) : The Assess CMDB Impact agentic workflow identifies the upstream services and CIs that are likely to be affected by an incident or by a proposed change. The workflow reasons about propagation likelihood based on CMDB dependency topology and the nature of the change. The workflow returns a structured list with impact levels and the reasoning. [Recommend service graph connector agentic workflow](https://www.servicenow.com/docs/access?context=na-cmdb-awf-suggest-sgc-mappings&version=zurich&pubname=zurich-servicenow-platform&ft:locale=en-US) : Sometimes you're not sure which integration to use to capture CI data. When you provide Now Assist with the name of a particular CI class, it can recommend the data sources or Service Graph Connectors and ingestion sources that can best populate CMDB data. : The Business application candidate agent discovers and suggests business applications to associate with existing application services in the CMDB, reducing manual mapping effort and improving data governance. The agent uses AI clustering and feedback loops to propose business application candidates for your review. [View CI attribute descriptions on CI forms](https://www.servicenow.com/docs/access?context=na-cmdb-skill-ci-form-help&version=zurich&pubname=zurich-servicenow-platform&ft:locale=en-US) : The skill answers your questions on CI classes and attributes to help you work in CI forms, dashboards, home pages, and other views on the workspace. You can submit similar queries on the Explore CI view. [CMDB searches can include relationships](https://www.servicenow.com/docs/access?context=na-cmdb-awf-search&version=zurich&pubname=zurich-servicenow-platform&ft:locale=en-US) : Search queries can depend on relationships between CIs and can span multiple tables. For example, you might ask: "Search for servers that depend on databases - only Linux servers running Redhat". [Changes to Now Assist usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : Starting with Australia Early Access, AI usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to [KB KB2704710: AI Usage - Overview \& New Measurement Logic](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). [Role configuration required for agentic workflows and AI agents](https://www.servicenow.com/docs/access?context=aia-role-masking&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : Agentic workflows and AI agents included with your applications require additional security configuration. If you select Users with selected roles for your user access security controls for an agentic workflow or AI agent, you must add the installed roles, or they will not execute. See the documentation for the agentic workflow or AI agent for the specific roles you must add. [Some generative AI skills, AI agents, and agentic workflows are turned on by default](https://www.servicenow.com/docs/access?context=now-assist-skills-on-by-default&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : The skills are automatically available to appropriate role users for the application, such as ITIL roles on incident forms or change forms. This change simply activates the skill and does not touch the roles that may be needed to use the skill. The new default behavior works as follows: * New customers: When you install an AI product, designated skills and agentic workflows are turned on automatically. * Existing customers who are upgrading (starting with Australia Early Access): Any previously unconfigured skill, agent, or agentic workflow is turned on automatically (the AI asset was never configured and turned on, then turned off again). Previously configured skills and agentic workflows that were turned on, then off, remain inactive. [New role required for the Create configuration item agentic workflow](https://www.servicenow.com/docs/access?context=na-cmdb-awf-ci-creator&version=zurich&pubname=zurich-servicenow-platform&ft:locale=en-US) : The sn_cmdb_admin role is now required to use the Create configuration item agentic workflow (was sn_cmdb_editor). [Create a CI using ServiceNow Otto](https://www.servicenow.com/docs/access?context=na-cmdb-awf-ci-creator&version=zurich&pubname=zurich-servicenow-platform&ft:locale=en-US) : Verbal interaction with this feature has improved. Occasionally, you might need to create a CI manually. To help you, the CI creator agentic workflow accepts your natural language request and verifies that it understands which class the new CI should belong to. The workflow then checks Identification and Reconciliation engine (IRE) rules to determine the required attributes for the CI and requests that information. After you provide sufficient data, the workflow helps to ensure that the proposed CI includes the attributes that you requested, complies with IRE rules, and is not a duplicate. The workflow then creates the CI. [Getting advice from ServiceNow Otto on CMDB governance](https://www.servicenow.com/docs/access?context=na-cmdb-awf-governance&version=zurich&pubname=zurich-servicenow-platform&ft:locale=en-US) : To help users understand the value of each step in the process, responses now include richer context. The CMDB Governance agentic workflow supports administrators and service owners by improving CMDB data governance. Before starting in on each governance task, the workflow presents the reasons for the task to help you better understand the importance and benefits of the activity. The objective is to ensure that CMDB data is accurate and complete so that users can trust the data. [Use ServiceNow Otto to search the CMDB](https://www.servicenow.com/docs/access?context=na-cmdb-awf-search&version=zurich&pubname=zurich-servicenow-platform&ft:locale=en-US) : Verbal interaction with this feature has improved. Users can now select the CI inline when multiple CIs are returned as matches. A summary of the CI now appears in the conversation. The CMDB search agentic workflow enables you to search for CIs by specifying any of several attributes of the CI of interest. The workflow accepts your natural language request, verifies your search goal, and then generates a keyword search, a single-table search with dot walks, or a multi-table search, depending on the information that you provided. The workflow can infer CI relationship data to generate an appropriate query. [View CI information with the ServiceNow Otto CI summarization skill](https://www.servicenow.com/docs/access?context=na-cmdb-agent-ci-summarizer&version=zurich&pubname=zurich-servicenow-platform&ft:locale=en-US) : Verbal interaction with this feature has improved. You can now view a concise summary of the key CI data by selecting the CI on a CI form, in a workspace page, or on any list view. The summary can include discovery data, ownership, and key related items such as open incidents, alerts, problems, upcoming change requests, and security vulnerabilities. Additionally, the summary lists the service instances that the CI is part of. : Resolve de-duplication tasks with support from the Now Assist Manage duplicate CIs skill. CMDB administrators follow step-by-step guidance to perform remediation, and can preview remediation results before applying a template. [Fix SGC import set issues with the ServiceNow Otto SGC diagnosis skill](https://www.servicenow.com/docs/access?context=now-assist-sgc-diagnose&version=zurich&pubname=zurich-servicenow-platform&ft:locale=en-US) : Verbal interaction with this feature has improved. You can now diagnose a failed import set that is associated with a Service Graph Connector to get a summary of the errors and recommendations for resolving the issues. |
| ServiceNow Otto for Collaborative Work Management (CWM) (CWM) | [Changes to Now Assist usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : Starting with Australia Early Access, AI usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to [KB KB2704710: AI Usage - Overview \& New Measurement Logic](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). [Some generative AI skills are turned on by default](https://www.servicenow.com/docs/access?context=now-assist-skills-on-by-default&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : The new default behavior works as follows: * New customers: When you install an AI product, designated skills are turned on automatically. * Existing customers who are upgrading (starting with Australia Early Access): Any previously unconfigured skill is turned on automatically (the skill was never configured and turned on, then turned off again). Previously configured skills that were turned on, then off, remain inactive. |
| ServiceNow Otto for Configure, Price, Quote (CPQ) | [Changes to Now Assist usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : Starting with Australia Early Access, AI usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to [KB KB2704710: AI Usage - Overview \& New Measurement Logic](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). |
| ServiceNow Otto for Creator | [Changes to Now Assist usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : Starting with Australia Early Access, AI usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to [KB KB2704710: AI Usage - Overview \& New Measurement Logic](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). [Role configuration required for agentic workflows and AI agents](https://www.servicenow.com/docs/access?context=aia-role-masking&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : Agentic workflows and AI agents included with your applications require additional security configuration. If you select Users with selected roles for your user access security controls for an agentic workflow or AI agent, you must add the installed roles, or they will not execute. See the documentation for the agentic workflow or AI agent for the specific roles you must add. [Some generative AI skills are turned on by default](https://www.servicenow.com/docs/access?context=now-assist-skills-on-by-default&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : The new default behavior works as follows: * New customers: When you install an AI product, designated skills are turned on automatically. * Existing customers who are upgrading (starting with Australia Early Access): Any previously unconfigured skill is turned on automatically (the skill was never configured and turned on, then turned off again). Previously configured skills that were turned on, then off, remain inactive. |
| ServiceNow Otto for Customer Service Management (CSM) | [Now Assist \> ServiceNow Otto® announcement](https://www.servicenow.com/docs/access?context=sn-ai-implementation-landing&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : ServiceNow Otto® introduced AI on the platform. As that experience has evolved, there's a new name for the experience. ServiceNow Otto is the conversational AI platform integrated into ServiceNow workflows. It provides agentic capabilities, supports multimodal interactions across web, mobile, and messaging channels, and enables autonomous orchestration for cross-system workflows. [Now LLM service deprecation](https://www.servicenow.com/docs/access?context=exploring-large-language-models&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : The Now LLM Service is no longer the default model provider for new or inactive AI assets. A third-party LLM is now selected by default, while existing configurations using the Now LLM Service continue unchanged. The Now LLM Service is still available for manual selection. [Automated quality assurance](https://www.servicenow.com/docs/access?context=quality-assurance-management&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US) : Enable admins to filter scoring parameters and sort agents and case lists. Admins can sort data, manage filters, and easily organize cases on the dashboard with the new sorting, visibility, and skill management capabilities. [Activate ServiceNow Otto Skills](https://www.servicenow.com/docs/access?context=activate-now-assist-for-customer-service-management-csm-skills_0&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US) : Admins can view detailed information about each Now Assist skill to make faster and more informed decisions about enabling skill capabilities [Provide Customer 360 insights agentic workflow](https://www.servicenow.com/docs/access?context=customer-service-management-ai-agent-collection-customer-360&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US) : Enhanced Provide Customer 360 Insights with Enterprise Graph and AI agent deep research for richer, more contextual query results. [Triage cases agentic workflow](https://www.servicenow.com/docs/access?context=case-resolving-use-case&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US) : Multilingual and localization flows in the Triage Cases workflow are now fully supported. [Changes to Complaint Case AI agent collection](https://www.servicenow.com/docs/access?context=accelerate-complaint-case-handling&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US) : Updates have been added to the Complaint Case playbook to work better with the Complaint Case AI agent: * Triage displays complaint details and enables a human agent to identify and request missing information. * Complaint‑specific case summarization is available directly within the playbook. * Replace research case task activities with case tasks list activity. {#rn-summary-changes__ul_ojb_1wz_c3c} [Enhancements in the Sentiment analysis dashboard](https://www.servicenow.com/docs/access?context=use-sentiment-analysis-dashboard&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US) : * Sentiment analysis dashboard support has expanded to include interaction records, and positive and negative sentiment drivers have been consolidated into a single Sentiment Drivers view. * The top negative assignment group and number of cases by channel visualizations have been merged into the new Impact Explorer visualization for streamlined analysis. * Widget placement in the Workforce Optimization dashboard has been optimized for accessing insights and trends across interfaces. {#rn-summary-changes__ul_lgg_cs2_m3c} [Enhancements in Trending topics dashboard](https://www.servicenow.com/docs/access?context=view-trending-topics-dashboard&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US) : * The Accounts, Products, Assignment Groups, and Channels graphs have been consolidated into the Impact Explorer card. * Search and pagination have been added to the list header. * The Historical trends resurfacing graph has been added the Trending topics dashboard to show historical trends at a glance. * Trending topics have been expanded beyond the top 10 results to provide deeper insight into emerging patterns. * The trending topics widget has been added in the Workforce optimization dashboard as the AI insights tab. {#rn-summary-changes__ul_m42_qs2_m3c} [Changes to Now Assist usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : Starting with Australia Early Access, AI usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to [KB KB2704710: AI Usage - Overview \& New Measurement Logic](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). [Enhancement in case summarization skill flow](https://www.servicenow.com/docs/access?context=case-summarization-generation-in-now-assist&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US) : The Define trigger step has been added to the case summarization flow. Admins can choose between the User Trigger option, where users select a button to generate a summary, and the Automatic Trigger option, where summaries are generated automatically. [Enhancement in email reply recommendation skill](https://www.servicenow.com/docs/access?context=generate-email-reply-recommendations&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US) : Generate reply suggestions in the compose area using preset templates that include headers, footers, and signatures. [Unified admin experience for Now Assist skills](https://www.servicenow.com/docs/access?context=customizing-now-assist-skills&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US) : Skills cloned in AI Admin Hub console can now be edited in AI Skill Kit. This update unifies the admin experience across AI Admin Hub and AI Skill Kit, enabling users to add headers, configure prompts, and manage Now Assist skills in one location. The migration supports case summarization and resolution notes generation. [Role configuration required for agentic workflows and AI agents](https://www.servicenow.com/docs/access?context=aia-role-masking&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : Agentic workflows and AI agents included with your applications require additional security configuration. If you select Users with selected roles for your user access security controls for an agentic workflow or AI agent, you must add the installed roles, or they will not execute. See the documentation for the agentic workflow or AI agent for the specific roles you must add. [Display sentiment scale in case list view](https://www.servicenow.com/docs/access?context=analyze-sentiments-in-now-assist-for-csm&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US) : Sentiment scoring has been added to both the case record page and list view across cases, giving agents immediate visibility into the emotional tone of customer interactions. The sentiment scale ranges from very positive, positive, neutral, negative, to very negative. [Multilingual support](https://www.servicenow.com/docs/access?context=now-assist-csm-supporting-info&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US) : Enhanced multilingual support in chat summarization, resolution notes, and knowledge generation. Leveraged native multilingual LLMs for improved fluency and domain specificity, addressing translation inconsistencies across Tier 1 and Tier 2 languages. [Suggested steps in the Recommended Actions tab](https://www.servicenow.com/docs/access?context=suggested-steps-generation-in-now-assist-for-customer-service-management-csm&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US){#rn-summary-changes__now-assist-for-csm-rn-rn-workspace} : View the suggested steps on the Recommended Actions tab in the contextual side panel. If suggested steps are available for a case, ServiceNow Otto for CSM generates and displays these steps in a card at the top of the Recommended Actions tab. [KB generation skill configuration enhancement](https://www.servicenow.com/docs/access?context=now-assist-csm-configuring&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US) : The Is Template field on the KB generation skill configuration record is enabled by default. With the skill_builder.admin role, you can copy or clone the KB generation skill and customize the prompt in the skill kit. [Configure knowledge generation](https://www.servicenow.com/docs/access?context=configure-knowledge-generation-in-now-assist_0&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US) : Enable users with the sn_skill_builder.admin role to generate knowledge base articles in ServiceNow Otto for CSM by selecting the required input fields from a task record, reducing manual effort and streamlining the knowledge base generation process. |
| ServiceNow Otto for Enterprise Architecture (EA) | [Changes to Now Assist usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : Starting with Australia Early Access, AI usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to [KB KB2704710: AI Usage - Overview \& New Measurement Logic](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). [Role masking](https://www.servicenow.com/docs/access?context=aia-role-masking&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : Agentic workflows and their AI agents use [role masking](https://www.servicenow.com/docs/access?context=aia-role-masking&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) to determine which users can access them. Ones installed with your applications have specific roles that come included with the application. If you select Users with specific roles for user access, you must configure the security controls to include these roles. For the instructions to change the security controls, see [Define security controls for an agentic workflow](https://www.servicenow.com/docs/access?context=define-sec-controls-aw&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US). [Some generative AI skills, AI agents, and agentic workflows are turned on by default](https://www.servicenow.com/docs/access?context=now-assist-skills-on-by-default&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : The skills are automatically available to appropriate role users for the application, such as ITIL roles on incident forms or change forms. This change simply activates the skill and does not touch the roles that may be needed to use the skill. The new default behavior works as follows: * New customers: When you install an AI product, designated skills and agentic workflows are turned on automatically. * Existing customers who are upgrading (starting with Australia Early Access): Any previously unconfigured skill, agent, or agentic workflow is turned on automatically (the AI asset was never configured and turned on, then turned off again). Previously configured skills and agentic workflows that were turned on, then off, remain inactive. |
| ServiceNow Otto for FSM | AI visual indicators : Consistent gradient styles indicate when AI is assisting or augmenting an experience. Gradients appear across AI-powered features in Workspace, UI16, and mobile interfaces. Gradients subtly animate during AI processing and return to a static state when complete. Updated icons in Now Assist Virtual Agent : The Now Assist Virtual Agent interface includes updated icons for web search, photo upload, and microphone functions. Create Work Order AI agent performance improvements : The Create Work Order AI agent was optimized to reduce latency and improve response times. Inter-agent communication was streamlined to minimize redundant processing during work order creation. Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [Removed prompt headers](https://www.servicenow.com/docs/access?context=cust-now-assist-fsm-wot-summarization-skill&version=zurich&pubname=zurich-field-service-management&ft:locale=en-US){#rn-summary-changes__d2738e129} : The prompt headers have been removed from the work order summarization skill to support third-party large language models. You can now customize prompts via a hyperlink to the Now Assist skill. |
| ServiceNow Otto for Financial Services Operations (FSO) | [Now Assist \> ServiceNow Otto announcement](https://www.servicenow.com/docs/access?context=sn-ai-implementation-landing&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : Now Assist introduced AI on the platform. As that experience has evolved, there's a new name for the experience. ServiceNow Otto® is the conversational AI platform integrated into ServiceNow workflows. It provides agentic capabilities, supports multimodal interactions across web, mobile, and messaging channels, and enables autonomous orchestration for cross-system workflows. [Changes to Now Assist usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : Starting with Australia Early Access, AI usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to [KB KB2704710: AI Usage - Overview \& New Measurement Logic](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). [Disputes intake via Virtual Agent](https://www.servicenow.com/docs/access?context=exploring-now-assist-for-financial-services-operations-fso&version=zurich&pubname=zurich-financial-services-operations&ft:locale=en-US#section_ir3_pn5_lbc) : Disputes intake via Virtual Agent has the following updates: * Questions presented to the user for disputes will follow the dispute questionnaire in the disputes playbook. * Bypass inferring answers to certain questions so that customers provide answers directly, ensuring the correct dispute category and dispute reason are determined. * Supports ACH disputes, Disputes intake via Virtual Agent including submission of the Written Statement of Unauthorized Debt (WSUD). * Checks if the disputed transaction is already part of an existing case. {#rn-summary-changes__ul_n1b_31k_xgc} [Role configuration required for agentic workflows and AI agents](https://www.servicenow.com/docs/access?context=aia-role-masking&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : Agentic workflows and AI agents included with your applications require additional security configuration. If you select Users with selected roles for your user access security controls for an agentic workflow or AI agent, you must add the installed roles, or they will not execute. See the documentation for the agentic workflow or AI agent for the specific roles you must add. |
| ServiceNow Otto for HR Service Delivery (HRSD) | [Large language models on the ServiceNow AI Platform®](https://www.servicenow.com/docs/access?context=exploring-large-language-models&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : The Now LLM Service is no longer the default model provider for new or inactive AI assets. A third-party LLM is now selected by default, while existing configurations using the Now LLM Service continue unchanged. The Now LLM Service is still available for manual selection. [Changes to Now Assist usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : Starting with Australia Early Access, AI usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to [KB KB2704710: AI Usage - Overview \& New Measurement Logic](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). [Functional change](https://www.servicenow.com/docs/access?context=employee-issue-resolver-na&version=zurich&pubname=zurich-employee-service-management&ft:locale=en-US) : The resolve HR cases agentic workflow has been broken down into three agentic flows: * [Predict service and transfer HR cases agentic workflow](https://www.servicenow.com/docs/access?context=predict-transfer-hrcase&version=zurich&pubname=zurich-employee-service-management&ft:locale=en-US) * [Resolve noncritical HR cases agentic workflow](https://www.servicenow.com/docs/access?context=employee-issue-resolver-na&version=zurich&pubname=zurich-employee-service-management&ft:locale=en-US) * [Resolve critical HR case agentic workflow](https://www.servicenow.com/docs/access?context=employee-issue-resolve-critical&version=zurich&pubname=zurich-employee-service-management&ft:locale=en-US) {#rn-summary-changes__ul_nyv_5pb_hhc} [Flow name](https://www.servicenow.com/docs/access?context=employee-issue-resolver-na&version=zurich&pubname=zurich-employee-service-management&ft:locale=en-US) : The resolve noncritical HR cases workflow has been renamed to the resolve HR cases workflow. Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. |
| ServiceNow Otto for Hardware Asset Management (HAM) | [Now Assist \> ServiceNow Otto announcement](https://www.servicenow.com/docs/access?context=platform-now-assist-landing&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : Now Assist introduced AI on the platform. As that experience has evolved, there's a new name for the experience. ServiceNow Otto® is the conversational AI platform integrated into ServiceNow workflows. It provides agentic capabilities, supports multimodal interactions across web, mobile, and messaging channels, and enables autonomous orchestration for cross-system workflows. [Now LLM Service deprecation](https://www.servicenow.com/docs/access?context=exploring-large-language-models&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : The Now LLM Service is no longer the default model provider for new or inactive AI assets. A third-party LLM is now selected by default, while existing configurations using the Now LLM Service continue unchanged. The Now LLM Service is still available for manual selection. [Changes to AI usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : Starting with Australia Early Access, AI usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to [KB KB2704710: AI Usage - Overview \& New Measurement Logic](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). [Some generative AI skills, AI agents, and agentic workflows are turned on by default](https://www.servicenow.com/docs/access?context=now-assist-skills-on-by-default&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : The skills are automatically available to appropriate role users for the application, such as ITIL roles on incident forms or change forms. This change simply activates the skill and does not touch the roles that may be needed to use the skill. The new default behavior works as follows: * New customers: When you install an AI product, designated skills and agentic workflows are turned on automatically. * Existing customers who are upgrading (starting with Australia Early Access): Any previously unconfigured skill, agent, or agentic workflow is turned on automatically (the AI asset was never configured and turned on, then turned off again). Previously configured skills and agentic workflows that were turned on, then off, remain inactive. [Role configuration required for agentic workflows and AI agents](https://www.servicenow.com/docs/access?context=aia-role-masking&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : Agentic workflows and AI agents included with your applications require additional security configuration. If you select Users with selected roles for your user access security controls for an agentic workflow or AI agent, you must add the installed roles, or they will not execute. See the documentation for the agentic workflow or AI agent for the specific roles you must add. |
| ServiceNow Otto for IT Operations Management (ITOM) | [Now Assist \> ServiceNow Otto® announcement](https://www.servicenow.com/docs/access?context=sn-ai-implementation-landing&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : Now Assist introduced AI on the platform. As that experience has evolved, there's a new name for the experience. ServiceNow Otto® is the conversational AI platform integrated into ServiceNow workflows. It provides agentic capabilities, supports multimodal interactions across web, mobile, and messaging channels, and enables autonomous orchestration for cross-system workflows. [Changes to Now Assist usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : Starting with Australia Early Access, AI usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to [KB KB2704710: AI Usage - Overview \& New Measurement Logic](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). [AIOps AI agents removed from the analyze alert impact agentic workflow](https://www.servicenow.com/docs/access?context=now-assist-itom-agentic-aia&version=zurich&pubname=zurich-it-operations-management&ft:locale=en-US) : Four AIOps AI agents have been removed from the analyze alert impact agentic workflow because they're now available in the manage alerts autonomously agentic workflow. AI agents for Dynatrace, Kentik, and New Relic remain in the analyze alert impact agentic workflow to help you learn about and respond to alerts. [Some generative AI skills, AI agents, and agentic workflows are turned on by default](https://www.servicenow.com/docs/access?context=now-assist-skills-on-by-default&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : The skills are automatically available to appropriate role users for the application, such as ITIL roles on incident forms or change forms. This change simply activates the skill and does not touch the roles that may be needed to use the skill. The new default behavior works as follows: * New customers: When you install an AI product, designated skills and agentic workflows are turned on automatically. * Existing customers who are upgrading (starting with Australia Early Access): Any previously unconfigured skill, agent, or agentic workflow is turned on automatically (the AI asset was never configured and turned on, then turned off again). Previously configured skills and agentic workflows that were turned on, then off, remain inactive. [AIOps LEAP rebranding](https://www.servicenow.com/docs/access?context=exploring-aiops-leap&version=zurich&pubname=zurich-it-operations-management&ft:locale=en-US) : AIOps LEAP is renamed as Learning-Enhanced Automation Platform reflecting expanded scope beyond just Playbook creation. [Service Operations Workspace (SOW) Integration](https://www.servicenow.com/docs/access?context=view-and-use-aiops-leap-playbooks-in-sow&version=zurich&pubname=zurich-it-operations-management&ft:locale=en-US) : Playbooks appear in SOW module. [Data Range Display](https://www.servicenow.com/docs/access?context=exploring-aiops-leap&version=zurich&pubname=zurich-it-operations-management&ft:locale=en-US) : The AIOps LEAP landing page shows analyzed data date range for automation teams to be aware of time-ranges of analysis. [Role configuration required for agentic workflows and AI agents](https://www.servicenow.com/docs/access?context=aia-role-masking&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : Agentic workflows and AI agents included with your applications require additional security configuration. If you select Users with selected roles for your user access security controls for an agentic workflow or AI agent, you must add the installed roles, or they will not execute. See the documentation for the agentic workflow or AI agent for the specific roles you must add. Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. |
| ServiceNow Otto for IT Service Management (ITSM) | Now Assist \> ServiceNow Otto announcement : Now Assist introduced AI on the platform. As that experience has evolved, there's a new name for the experience. ServiceNow Otto® is the conversational AI platform integrated into ServiceNow workflows. It provides agentic capabilities, supports multimodal interactions across web, mobile, and messaging channels, and enables autonomous orchestration for cross-system workflows.The Now LLM Service is no longer the default model provider for new or inactive AI assets. A third-party LLM is now selected by default, while existing configurations using the Now LLM Service continue unchanged. The Now LLM Service is still available for manual selection. [Customize the change risk assessment answer generator skill](https://www.servicenow.com/docs/access?context=cust-now-assist-itsm-change-risk-assessment-skill&version=zurich&pubname=zurich-it-service-management&ft:locale=en-US) : Control the data that the change risk assessment answer generator skill uses to suggest answers. Create, modify, or deactivate AI Risk Data Sources to change which related records and knowledge articles the skill receives. Six data sources are available out of the box, including related affected CIs, impacted services, impacted business applications, service offerings, active change tasks, and outages. To change which change request fields the skill reads, update the `sn_itsm_gen_ai.com.snc.asmt_answer_generator.change_request_fields` system property. [IT Service Management AI agent collection assess quality of a change request agentic workflow](https://www.servicenow.com/docs/access?context=now-assist-itsm-aiagents-assess-quality-change-request-workflow&version=zurich&pubname=zurich-it-service-management&ft:locale=en-US) : * Use the assess quality of a change request agentic workflow to rate a change request and get field improvement suggestions. The change quality assessor AI agent rates the request against an active change policy document, suggesting values only for fields the policy defines. If no policy applies, the agent rates the request against similar closed change requests. * The agent scores the short description, description, implementation plan, backout plan, test plan, risk and impact analysis, and justification. Results are recorded in the AI Change Quality Scores table. * Track change quality trends in Platform Analytics on the `ai_change_quality_score` table. A line chart shows the average score by month. * To change how the agent evaluates a field, or to assess a custom field, override the `POLICY_EXTRACTION_KEYS` entries in the `ChangeQualityUtil` script rather than the protected `ChangeQualityUtilSNC` script. This ensures your changes remain after you upgrade. Use the `u_custom_field` entry to assess a custom field, and use the `overall_chg_policy` entry to set policies for the whole change request. {#rn-summary-changes__ul_mjk_smd_vjc} [Editing change request skills using Now Assist Skill Kit (NASK)](https://www.servicenow.com/docs/access?context=cust-now-assist-itsm-change-risk-skill&version=zurich&pubname=zurich-it-service-management&ft:locale=en-US) : Easily edit the change request risk explanation and change request summarization skill prompts and inputs directly in the Now Assist Skill Kit (NASK). [Role masking for change risk explanation skill](https://www.servicenow.com/docs/access?context=supporting-information-now-assist-itsm&version=zurich&pubname=zurich-it-service-management&ft:locale=en-US) : Enhance security for the change request risk explanation skill by enabling admins to limit roles that are inherited by the user. [Skills activated by default in Now Assist for ITSM](https://www.servicenow.com/docs/access?context=using-now-assist-for-itsm&version=zurich&pubname=zurich-it-service-management&ft:locale=en-US) : For new ServiceNow Otto for IT Service Management (ITSM) users, the following skills are activated by default: * Resolution notes generation * Knowledge generation * Chat reply recommendation {#rn-summary-changes__ul_z4x_2vm_khc} [Virtual agent topics available as demo data](https://www.servicenow.com/docs/access?context=itsm-va-prebuilt-topics&version=zurich&pubname=zurich-it-service-management&ft:locale=en-US) : The Virtual Agent topics listed in this table have been renamed and are now available as demo data.{#rn-summary-changes__table_kt3_sgh_d3c__entry__2} | Existing name | Updated name | |-|-| | Add Comment To Incident | (DEMO) Add Comment To Incident-LLM | | Approve Sysapproval Approver | (DEMO) Approve Sysapproval Approver-LLM | | Change Password | (DEMO) Change Password (Template) - LLM | | Check IT Ticket Status | (DEMO) Check IT Ticket Status (Template) | | Close Incident | (DEMO) Close Incident-LLM | | Explain change risk | (DEMO) Explain change risk | | Mark Incident Unresolved | (DEMO) Mark Incident Unresolved-LLM | | Open IT Ticket | (DEMO) Open IT Ticket (Template)-LLM | | Reject Sysapproval Approver | (DEMO) Reject Sysapproval Approver-LLM | | Reset Password | (DEMO) Reset Password (Template) - LLM | | Resolve Incident | (DEMO) Resolve Incident-LLM | | Unlock Account | (DEMO) Unlock Account (Template) - LLM | | View And Add Comments | (DEMO) View And Add Comments-LLM | [ ] {#rn-summary-changes__table_kt3_sgh_d3c} [Changes to Now Assist usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : Starting with Australia Early Access, AI usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to [KB KB2704710: AI Usage - Overview \& New Measurement Logic](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). [Configuration item details for suggest configuration items for a change request workflow](https://www.servicenow.com/docs/access?context=now-assist-itsm-aiagents-suggest-configuration-items-for-a-change-request&version=zurich&pubname=zurich-it-service-management&ft:locale=en-US) : Provide details such as class, location, and environment to find configuration items (CIs) relevant to a change request while using the suggest configuration items for a change request agentic workflow from the Now Assist panel. [Zurich Patch 4](https://servicenow-prod.fluidtopics.net/i4YMnCLVW7eu1rHqMLWEww "The Zurich Patch 4 release contains important problem fixes.")[Changing the password reset topic to an AI agent](https://www.servicenow.com/docs/access?context=itsm-va-ai-agents&version=zurich&pubname=zurich-it-service-management&ft:locale=en-US) : The Virtual Agent Password reset topic has been changed to a Virtual Agent AI agent. The agent guides the users with instructions to reset passwords using KB articles in their self-service portal. [Large language models on the ServiceNow AI Platform®](https://www.servicenow.com/docs/access?context=exploring-large-language-models&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : The Now LLM Service is no longer the default model provider for new or inactive AI assets. A third-party LLM is now selected by default, while existing configurations using the Now LLM Service continue unchanged. The Now LLM Service is still available for manual selection. Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. |
| ServiceNow Otto for Legal Service Delivery (LSD) | [ServiceNow® AI implementation](https://www.servicenow.com/docs/access?context=sn-ai-implementation-landing&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : Now Assist introduced AI on the platform. As that experience has evolved, there's a new name for the experience. ServiceNow Otto® is the conversational AI platform integrated into ServiceNow workflows. It provides agentic capabilities, supports multimodal interactions across web, mobile, and messaging channels, and enables autonomous orchestration for cross-system workflows. [Summarize a legal request or matter by using ServiceNow Otto for Legal Service Delivery (LSD)](https://www.servicenow.com/docs/access?context=now-assist-lsd-summarize-case&version=zurich&pubname=zurich-employee-service-management&ft:locale=en-US) : Summarization now includes data from extended practice area tables, providing context‑rich summaries for your legal requests and matters. [Changes to Now Assist usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : Starting with Australia Early Access, AI usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to [KB KB2704710: AI Usage - Overview \& New Measurement Logic](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). [Some generative AI skills are turned on by default](https://www.servicenow.com/docs/access?context=now-assist-skills-on-by-default&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : The new default behavior works as follows: * New customers: When you install an AI product, designated skills are turned on automatically. * Existing customers who are upgrading (starting with Australia Early Access): Any previously unconfigured skill is turned on automatically (the skill was never configured and turned on, then turned off again). Previously configured skills that were turned on, then off, remain inactive. [Role configuration required for agentic workflows and AI agents](https://www.servicenow.com/docs/access?context=aia-role-masking&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : Agentic workflows and AI agents included with your applications require additional security configuration. If you select Users with selected roles for your user access security controls for an agentic workflow or AI agent, you must add the installed roles, or they will not execute. See the documentation for the agentic workflow or AI agent for the specific roles you must add. Coral theme{#rn-summary-changes__d2759e65} : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. |
| ServiceNow Otto for Manufacturing Commercial Operations (MCO) | [Changes to Now Assist usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : Starting with Australia Early Access, AI usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to [KB KB2704710: AI Usage - Overview \& New Measurement Logic](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). |
| ServiceNow Otto for Operational Sustainability Management Management | [Changes to Now Assist usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : Starting with Australia Early Access, AI usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to [KB KB2704710: AI Usage - Overview \& New Measurement Logic](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). [Some generative AI skills, AI agents, and agentic workflows are turned on by default](https://www.servicenow.com/docs/access?context=now-assist-skills-on-by-default&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : The skills are automatically available to appropriate role users for the application, such as ITIL roles on incident forms or change forms. This change simply activates the skill and does not touch the roles that may be needed to use the skill. The new default behavior works as follows: * New customers: When you install an AI product, designated skills and agentic workflows are turned on automatically. * Existing customers who are upgrading (starting with Australia Early Access): Any previously unconfigured skill, agent, or agentic workflow is turned on automatically (the AI asset was never configured and turned on, then turned off again). Previously configured skills and agentic workflows that were turned on, then off, remain inactive. [Role configuration required for agentic workflows and AI agents](https://www.servicenow.com/docs/access?context=aia-role-masking&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : Agentic workflows and AI agents included with your applications require additional security configuration. If you select Users with selected roles for your user access security controls for an agentic workflow or AI agent, you must add the installed roles, or they will not execute. See the documentation for the agentic workflow or AI agent for the specific roles you must add. |
| ServiceNow Otto for Operational Technology (OT) Service Management | [Now Assist for OTSM to ServiceNow Otto for OT Service Management name change](https://www.servicenow.com/docs/access?context=now-assist-for-operational-technology-service-management&version=zurich&pubname=zurich-operational-technology&ft:locale=en-US) : ServiceNow Otto is the new AI experience brand. This change is reflected in the name of ServiceNow products, including Now Assist for OTSM. Your product entitlements remain unchanged. Check your entitlements to determine your access to specific features. [Summarize UI action](https://www.servicenow.com/docs/access?context=summarize-ot-incident-now-assist&version=zurich&pubname=zurich-operational-technology&ft:locale=en-US) : The Summarize UI action was added to OT incident records in the Industrial Workspace so you can automatically summarize the incident details. [Generate resolution notes UI action](https://www.servicenow.com/docs/access?context=generate-resolution-notes-ot-incident&version=zurich&pubname=zurich-operational-technology&ft:locale=en-US) : The Generate resolution notes UI action was added to OT incident records in the Industrial Workspace so you can generate resolution notes after the incident state is set to Resolved. Note: This UI action appears after the OT incident state is set to Resolved. |
| ServiceNow Otto for Order Management | [Changes to Now Assist usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : Starting with Australia Early Access, AI usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to [KB KB2704710: AI Usage - Overview \& New Measurement Logic](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). |
| ServiceNow Otto for Platform Analytics | [Improved overview pages for skills](https://www.servicenow.com/docs/access?context=activate-aide-explorer&version=zurich&pubname=zurich-now-intelligence&ft:locale=en-US) : When you select View details on the tile of an AI skill in AI Admin Hub, you now get more information: * A more detailed description of the skill * Key benefits of the skill * Required and recommended skills to go with the skill {#rn-summary-changes__ul_tmh_c5k_dkc} [Promote selected indicators in AI Search results](https://www.servicenow.com/docs/access?context=indicator-scope-control&version=zurich&pubname=zurich-now-intelligence&ft:locale=en-US) : Add high-quality indicators that you identify to a list. The indicators on that list are given a boost in AI Search results for Query Generation. [View more indicator insights in Extended analysis](https://www.servicenow.com/docs/access?context=hidden-insights&version=zurich&pubname=zurich-now-intelligence&ft:locale=en-US) : See directional trends over time and indicator target information in Extended analysis summaries. [Improvements to data visualizations in Query Generation responses](https://www.servicenow.com/docs/access?context=ask-expl-questions&version=zurich&pubname=zurich-now-intelligence&ft:locale=en-US) : * Single-score charts now render sparklines by default. * When a user query on indicator data does not specify a visualization type, the response returns the indicator's default chart type. [Query indicator data](https://www.servicenow.com/docs/access?context=ai-data-explorer-implementation-checklist&version=zurich&pubname=zurich-now-intelligence&ft:locale=en-US) : Get scores from automated indicators in your AI Data Explorer explorations. Only classic automated indicators are supported, not Data Snapshots. [Explorations not available from visualization or list for unsupported scope](https://www.servicenow.com/docs/access?context=launch-ai-data-explorer&version=zurich&pubname=zurich-now-intelligence&ft:locale=en-US) : You can't open AI Data Explorer from a data visualization or list that shows data from a protected scope that is not supported. [Improvements to generated segments](https://www.servicenow.com/docs/access?context=querygen-segments&version=zurich&pubname=zurich-now-intelligence&ft:locale=en-US) : * The names of automatically generated segments now include both the module name and the name of the application it belongs to. * Improved logic to join conditions for segments generated from reports and report sources. More complex conditions such as global OR are now supported. {#rn-summary-changes__ul_j2w_hrq_hjc} [Query Generation support for Glide Lists](https://www.servicenow.com/docs/access?context=querygen-unsupported-field-types&version=zurich&pubname=zurich-now-intelligence&ft:locale=en-US) : Query Generation now supports Glide List fields on tables. [Explore data from protected scopes](https://www.servicenow.com/docs/access?context=enable-aide-secure-scope-apps&version=zurich&pubname=zurich-now-intelligence&ft:locale=en-US) : Provide access to protected application scopes to AI Data Explorer and Query Generation, and you can use data from those application tables in explorations. [Manual segments are prioritized](https://www.servicenow.com/docs/access?context=querygen-segments&version=zurich&pubname=zurich-now-intelligence&ft:locale=en-US) : Manual segments are re-ranked to take priority over automatically generated segments. [Improvements to how segments are handled](https://www.servicenow.com/docs/access?context=querygen-segments&version=zurich&pubname=zurich-now-intelligence&ft:locale=en-US) : * Manual segments are re-ranked to take priority over automatically generated segments. * Prompt changes made to better support manual segments. * More segments are passed to the LLM to increase the chance of the correct segment getting selected. Twelve segments are passed instead of three. * Segments longer than 2000 characters are dropped to prevent context window bloat. {#rn-summary-changes__ul_zcy_j1r_x3c} [Customize semantic metadata in configuration tables](https://www.servicenow.com/docs/access?context=customize-semantic-metadata&version=zurich&pubname=zurich-now-intelligence&ft:locale=en-US) : Customize semantic descriptions and usage instructions in the table and column configuration tables. Unlike the previous method of editing Entity and Dimension records, these changes can be transferred between instances through update sets. [View recommended actions](https://www.servicenow.com/docs/access?context=expl-view-recommended-actions&version=zurich&pubname=zurich-now-intelligence&ft:locale=en-US) : AI Data Explorer can suggest actions based on the insights that it generates in an exploration. [Ask questions about FX currency data](https://www.servicenow.com/docs/access?context=qg-supported-query-operations&version=zurich&pubname=zurich-now-intelligence&ft:locale=en-US) : Query Generation now supports the FXCurrency (Currency 2) data type. This means that you can use AI Data Explorer to explore financial operations data, including those within Source-to-Pay Operations. [Benefit from improvements to segments](https://www.servicenow.com/docs/access?context=querygen-segments&version=zurich&pubname=zurich-now-intelligence&ft:locale=en-US) : Segments are reusable definitions in Query Generation that provide non-obvious context to assist the semantic layer or LLM to select the correct dimension and values. Users can create manual segments via a new form. A scheduled job synchronizes manual and autogenerated segments. This job also cleans up segments to help surface the correct segments and reduce noise. Domain separation is also now supported, with a Domain field on the Segments table. Segments based on reports and filters inherit the source domain. Manual segments have domains that are passed up to the Segments table on synchronization. Segments are not supported for modules on domain-separated instances. [Changes to Now Assist usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : Starting with Australia Early Access, AI usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to [KB KB2704710: AI Usage - Overview \& New Measurement Logic](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). [Dashboard and data visualization export skill is active by default](https://www.servicenow.com/docs/access?context=export-db-dv-now-assist-panel&version=zurich&pubname=zurich-now-intelligence&ft:locale=en-US) (January 2026) : The new default behavior works as follows: * New customers: When you install a Now Assist product, designated skills are turned on automatically. * Existing customers who are upgrading (starting with Zurich Patch 5): If this skill was previously unconfigured, it is turned on automatically (the skill was never configured and turned on, then turned off again). If the skill was previously turned on, then off, it remains inactive. {#rn-summary-changes__ul_cvh_rph_nhcxdadf} [Greater visibility into the Query Generation process](https://www.servicenow.com/docs/access?context=ask-expl-questions&version=zurich&pubname=zurich-now-intelligence&ft:locale=en-US) : When you call Query Generation from AI Data Explorer or another application, you see each state that the query and response goes through before completing. [Multi-table source support](https://www.servicenow.com/docs/access?context=ask-expl-questions&version=zurich&pubname=zurich-now-intelligence&ft:locale=en-US) : Query Generation supports related table conditions and dot-walking in queries. [Get insights and visualizations for Workflow Data Fabric tables](https://www.servicenow.com/docs/access?context=create-integrations-applications&version=zurich&pubname=zurich-integrate-applications&ft:locale=en-US) : Ask AI Data Explorer information about Workflow Data Fabric data and get insightful responses. You must first add the Workflow Data Fabric tables to the Query Generation Semantic Table Configuration table. [Use database views in queries](https://www.servicenow.com/docs/access?context=add-table-semantic-layer&version=zurich&pubname=zurich-now-intelligence&ft:locale=en-US) : Generate visualizations or ask AI Data Explorer about data kept in database views, like SLA data. You have to add the database views to the Query Generation Semantic Table Configuration table. [Query Generation skills are active by default](https://www.servicenow.com/docs/access?context=enable-query-generation&version=zurich&pubname=zurich-now-intelligence&ft:locale=en-US) : If the Generative AI Controller plugin is activated, the skills for Query Generation are activated by default. The new default behavior works as follows: * New customers: When you install a Now Assist product, designated skills are turned on automatically. * Existing customers who are upgrading (starting with Zurich Patch 4): Any previously unconfigured skill is turned on automatically (the skill was never turned on, then off again). Previously configured skills that were turned on, then off, remain inactive. {#rn-summary-changes__d2772e234} [Add tables to the semantic data layer](https://www.servicenow.com/docs/access?context=add-table-semantic-layer&version=zurich&pubname=zurich-now-intelligence&ft:locale=en-US) : Choose which tables your users can query with generative AI for data analysis. [Monitor the health of the Query Generation back end](https://www.servicenow.com/docs/access?context=querygen-health-page&version=zurich&pubname=zurich-now-intelligence&ft:locale=en-US) : View the state of Now Assist for Platform Analytics LLM, plugins, system properties, components, and dependent products. |
| ServiceNow Otto for Retail Service Management (RSM) | [Changes to Now Assist usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : Starting with Australia Early Access, AI usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to [KB KB2704710: AI Usage - Overview \& New Measurement Logic](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). |
| ServiceNow Otto for Sales Automation | [Changes to Now Assist usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : Starting with Australia Early Access, AI usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to [KB KB2704710: AI Usage - Overview \& New Measurement Logic](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). |
| ServiceNow Otto for Sales Customer Relationship Management for Telecommunications | [Changes to Now Assist usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : Starting with Australia Early Access, AI usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to [KB KB2704710: AI Usage - Overview \& New Measurement Logic](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. |
| ServiceNow Otto for Security Incident Response (SIR) (SIR) | [Resolve a security incident](https://www.servicenow.com/docs/access?context=now-assist-sir-resolve-incident-ai-workflow&version=zurich&pubname=zurich-security-management&ft:locale=en-US) : Use the Sightings search and Isolate host capabilities in the Resolve security incident workflow to help resolve security incidents. [Generate recommended actions](https://www.servicenow.com/docs/access?context=generate-recommended-actions-now-assist-for-security&version=zurich&pubname=zurich-security-management&ft:locale=en-US) : A new Show More UI card has been introduced to enhance the visibility of recommended actions. As a security analyst, you can now access additional context along with further recommended steps to assist in the analysis and investigation of security incidents. |
| ServiceNow Otto for Software Asset Management (SAM) | [Now Assist \> ServiceNow Otto announcement](https://www.servicenow.com/docs/access?context=platform-now-assist-landing&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : Now Assist introduced AI on the platform. As that experience has evolved, there's a new name for the experience. ServiceNow Otto® is the conversational AI platform integrated into ServiceNow workflows. It provides agentic capabilities, supports multimodal interactions across web, mobile, and messaging channels, and enables autonomous orchestration for cross-system workflows. [Large language models on the ServiceNow AI Platform®](https://www.servicenow.com/docs/access?context=exploring-large-language-models&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : The Now LLM Service is no longer the default model provider for new or inactive AI assets. A third-party LLM is now selected by default, while existing configurations using the Now LLM Service continue unchanged. The Now LLM Service is still available for manual selection. [Troubleshoot button alongside the error message on the Integration profile form](https://www.servicenow.com/docs/access?context=troubleshooting-saas-now-assist-sam&version=zurich&pubname=zurich-it-asset-management&ft:locale=en-US) : The Troubleshoot button is available for alls SaaS integrations on the error message that is displayed when connection validation fails due to an error. When selected, the button triggers the generation of error summary and resolution guidance. [Changes to Now Assist usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : Starting with Australia Early Access, AI usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to [KB KB2704710: AI Usage - Overview \& New Measurement Logic](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). [Some generative AI skills, AI agents, and agentic workflows are turned on by default](https://www.servicenow.com/docs/access?context=now-assist-skills-on-by-default&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : The skills are automatically available to appropriate role users for the application, such as ITIL roles on incident forms or change forms. This change simply activates the skill and does not touch the roles that may be needed to use the skill. The new default behavior works as follows: * New customers: When you install an AI product, designated skills and agentic workflows are turned on automatically. * Existing customers who are upgrading (starting with Australia Early Access): Any previously unconfigured skill, agent, or agentic workflow is turned on automatically (the AI asset was never configured and turned on, then turned off again). Previously configured skills and agentic workflows that were turned on, then off, remain inactive. [Role configuration required for agentic workflows and AI agents](https://www.servicenow.com/docs/access?context=aia-role-masking&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : Agentic workflows and AI agents included with your applications require additional security configuration. If you select Users with selected roles for your user access security controls for an agentic workflow or AI agent, you must add the installed roles, or they will not execute. See the documentation for the agentic workflow or AI agent for the specific roles you must add. Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. |
| ServiceNow Otto for Source-to-Pay Operations | [Changes to Now Assist usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : Starting with Australia Early Access, AI usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to [KB KB2704710: AI Usage - Overview \& New Measurement Logic](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). [Some generative AI skills are turned on by default](https://www.servicenow.com/docs/access?context=now-assist-skills-on-by-default&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : The new default behavior works as follows: * New customers: When you install an AI product, designated skills are turned on automatically. * Existing customers who are upgrading (starting with Australia Early Access): Any previously unconfigured skill is turned on automatically (the skill was never configured and turned on, then turned off again). Previously configured skills that were turned on, then off, remain inactive. Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. |
| ServiceNow Otto for Strategic Portfolio Management | [Changes to Now Assist usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : Starting with Australia Early Access, AI usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to [KB KB2704710: AI Usage - Overview \& New Measurement Logic](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). More actions context menu UI enhancements : * Email project summary option has been renamed to Configure project insights. * Enable critical task alerts option has been added. * Disable critical task alerts option has been added. {#rn-summary-changes__ul_glg_j3c_fhc} Configure project insights modal UI enhancements : * Email project summary modal has been renamed to Configure project insights modal. * Disable email summary check box has been renamed to Pause cadence check box. * Choose topics, personalize content, and set frequency setup have been added. * Project tasks, Milestones, and Resources check boxes have been added. * Include critical path task changes check box has been removed. * Schedule and send button has been renamed to Schedule button. * Send preview button has been added to send an email instantly. {#rn-summary-changes__ul_wfb_qjc_fhc} Skill name updates : The email project summary skill has been renamed to the project insights generation skill. [Demand Management UI changes](https://www.servicenow.com/docs/access?context=identify-similar-demand-records&version=zurich&pubname=zurich-it-business-management&ft:locale=en-US) : * The Identify similar demands button has been added to the demand form to identify and view any similar demands with the identify similar demands skill. * The Similar Demands related list has been added, which displays the list of similar demand records identified by Now Assist. {#rn-summary-changes__ul_nw2_mp1_fhc} [Some generative AI skills, AI agents, and agentic workflows are turned on by default](https://www.servicenow.com/docs/access?context=now-assist-skills-on-by-default&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : The skills are automatically available to appropriate role users for the application, such as ITIL roles on incident forms or change forms. This change simply activates the skill and does not touch the roles that may be needed to use the skill. The new default behavior works as follows: * New customers: When you install an AI product, designated skills and agentic workflows are turned on automatically. * Existing customers who are upgrading (starting with Australia Early Access): Any previously unconfigured skill, agent, or agentic workflow is turned on automatically (the AI asset was never configured and turned on, then turned off again). Previously configured skills and agentic workflows that were turned on, then off, remain inactive. [ppm.ai_project_manager_agent user role](https://www.servicenow.com/docs/access?context=aia-security-implementation&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : The agentic workflow, agents, and scheduled jobs are configured to run under the new ppm.ai_project_manager_agent user role instead of the administrator account. Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [Email project summary modal UI changes](https://www.servicenow.com/docs/access?context=configure-agents-project-task-monitoring&version=zurich&pubname=zurich-it-business-management&ft:locale=en-US) : * The Enable AI Agents to monitor task changes on the critical path check box has been added. * The Users option has been added under Recipients to add recipients or users for the project summary email. {#rn-summary-changes__ul_jlk_32j_rfc} |
| ServiceNow Otto for Telecommunications, Media, and Technology (TMT) | [Changes to Now Assist usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : Starting with Australia Early Access, AI usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to [KB KB2704710: AI Usage - Overview \& New Measurement Logic](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). [Role configuration required for agentic workflows and AI agents](https://www.servicenow.com/docs/access?context=aia-role-masking&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : Agentic workflows and AI agents included with your applications require additional security configuration. If you select Users with selected roles for your user access security controls for an agentic workflow or AI agent, you must add the installed roles, or they will not execute. See the documentation for the agentic workflow or AI agent for the specific roles you must add. Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. |
| ServiceNow Otto for Third-party Risk Management (TPRM) | [ServiceNow Otto for Third-party Risk Management (TPRM)](https://www.servicenow.com/docs/access?context=exploring-now-assist-tprm&version=zurich&pubname=zurich-governance-risk-compliance&ft:locale=en-US) : Starting with Zurich Patch 12, Now Assist for Third-party Risk Management is now ServiceNow Otto® for TPRM. Your product entitlements remain unchanged. Check your entitlements to determine your access to specific features. [Default AI model for issue recommendation skill](https://www.servicenow.com/docs/access?context=supporting-information-now-assist-tprm&version=zurich&pubname=zurich-governance-risk-compliance&ft:locale=en-US) : Starting with Zurich Patch 12, the issue recommendation skill in ServiceNow Otto for Third-party Risk Management (TPRM) uses Azure OpenAI gpt-4-5-mini as the default model. This update changes the default model for issue recommendations. You can select alternative models, including the newly supported Google Gemini 3.5 Flash, OpenAI GPT 5.1, and OpenAI GPT 5.4 mini, based on your requirements. [Large language models on the ServiceNow AI Platform®](https://www.servicenow.com/docs/access?context=exploring-large-language-models&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : The Now LLM Service is no longer the default model provider for new or inactive AI assets. A third-party LLM is now selected by default, while existing configurations using the Now LLM Service continue unchanged. The Now LLM Service is still available for manual selection. [Changes to Now Assist usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : Starting with Australia Early Access, AI usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to [KB KB2704710: AI Usage - Overview \& New Measurement Logic](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). |
| ServiceNow Otto for Workplace Service Delivery (WSD) | [Now Assist \> ServiceNow Otto announcement](https://www.servicenow.com/docs/access?context=sn-ai-implementation-landing&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : Now Assist introduced AI on the platform. As that experience has evolved, there's a new name for the experience. ServiceNow Otto® is the conversational AI platform integrated into ServiceNow workflows. It provides agentic capabilities, supports multimodal interactions across web, mobile, and messaging channels, and enables autonomous orchestration for cross-system workflows. [Changes to Now Assist usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : Starting with Australia Early Access, AI usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to [KB KB2704710: AI Usage - Overview \& New Measurement Logic](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). |
| ServiceNow SDK | [Get type checking and validation of client-side TypeScript files](https://www.servicenow.com/docs/access?context=ui-development-react&version=zurich&pubname=zurich-application-development&ft:locale=en-US) : Full-stack TypeScript applications support type checking and validation of .ts and .tsx files in the src/client directory when building applications. [Manage dependencies with additional parameters on the dependencies command](https://www.servicenow.com/docs/access?context=servicenow-sdk-cli-commands&version=zurich&pubname=zurich-application-development§ion=now-sdk-dependencies-command&ft:locale=en-US) : Control which dependencies and TypeScript definitions to download with additional parameters on the `now-sdk dependencies` command. [Use additional column types with ServiceNow Fluent](https://www.servicenow.com/docs/access?context=table-api-now-ts&version=zurich&pubname=zurich-application-development&ft:locale=en-US) : Use the following additional types of table columns with ServiceNow Fluent APIs: Password2Column, GuidColumn, JsonColumn, NameValuePairsColumn, UrlColumn, EmailColumn, HTMLColumn, FloatColumn, MultiLineTextColumn, DurationColumn, TimeColumn, FieldListColumn, SlushBucketColumn, TemplateValueColumn, and ApprovalRulesColumn. [Download TypeScript definitions for script includes used in JavaScript modules](https://www.servicenow.com/docs/access?context=downloading-dependencies-now-sdk&version=zurich&pubname=zurich-application-development§ion=download-script-dependencies&ft:locale=en-US) : Download TypeScript definitions for script includes imported in JavaScript modules from an instance using the `now-sdk dependencies` command. [Apply a template to an existing application](https://www.servicenow.com/docs/access?context=servicenow-sdk-cli-commands&version=zurich&pubname=zurich-application-development§ion=now-sdk-create-command&ft:locale=en-US) : Add template files and directories for development in ServiceNow Fluent using the `--template` parameter with the `now-sdk init` command in an existing application. [Automated Test Framework API supports additional test steps](https://www.servicenow.com/docs/access?context=atf-test-now-ts&version=zurich&pubname=zurich-application-development&ft:locale=en-US) : Use the following test steps with the ServiceNow Fluent Automated Test Framework API. * atf.form.addAttachmentsToForm * atf.form_SP.addAttachmentsToForm * atf.server.addAttachmentsToExistingRecord * atf.server.runServerSideScript * atf.server.setOutputVariables {#rn-summary-changes__ul_wky_2vn_dgc} [Build command doesn't package build artifacts](https://www.servicenow.com/docs/access?context=servicenow-sdk-cli-commands&version=zurich&pubname=zurich-application-development&ft:locale=en-US) : Use the `now-sdk pack` or `now-sdk install` commands to package build artifacts. The `now-sdk build` command compiles the source files but doesn't package the build artifacts. |
| ServiceNow Studio | [App details page](https://www.servicenow.com/docs/access?context=app-details-page&version=zurich&pubname=zurich-application-development&ft:locale=en-US) : As of version 28.2.1, access to source control integration and collaboration functions on each App details page has moved into the More actions menu. Some icon placement depends on the configuration for each application. [Open in Creator Studio link](https://www.servicenow.com/docs/access?context=viewing-app-origination-information-in-sns&version=zurich&pubname=zurich-application-development&ft:locale=en-US) : The link to open an app in Creator Studio was previously available on the App details page in the app metadata section. The link is now in the More actions menu. |
| Skills Foundation | [Skills Foundation](https://www.servicenow.com/docs/access?context=skills-intelligence&version=zurich&pubname=zurich-employee-service-management&ft:locale=en-US){#rn-summary-changes__skills-intelligence-rn-rn-workspace} : Skills search is powered by AI Search capability instead of machine learning models. You can configure the skill search to be indexed based on the skill name or description or both. For Pro Plus License (i.e. LLM Integration) customers, AI search with RAG configuration is provided to power skill search.Multilingual skill support is limited to the languages supported by AI Search, which is fewer than the previously supported 23 languages.Resume parsing is done using Now Assist.ITSM skills previously stored in the CDS plugin were moved back to the seed data plugin. |
| Smart Assessment Engine | [Template category field](https://www.servicenow.com/docs/access?context=create-assessment-template-form&version=zurich&pubname=zurich-governance-risk-compliance&ft:locale=en-US) : The Purpose field has replaced the Template category field. This single select option streamlines the user experience and improves the accuracy of template categorization. |
| Software Asset Management | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [Group Allocations tab on the software model form](https://www.servicenow.com/docs/access?context=software-model-fields&version=zurich&pubname=zurich-it-asset-management&ft:locale=en-US#section_rcp_zm4_hfc) : The Group Allocations tab on the software model form lists all the group allocation records created for allocating an assignment group to the software entitlement. [Group column on the User Allocations list](https://www.servicenow.com/docs/access?context=software-entitlement-fields&version=zurich&pubname=zurich-it-asset-management&ft:locale=en-US#section_kf5_lhp_drb) : The Group column in the User Allocations list indicates whether the user allocation is done individually or as part of a group assignment to the software entitlement. The group's name is populated when the user allocation is automatically created with the group assignment. An empty value is populated when the user allocation record is individually created. [Resume reclaim button on the Removal Candidate form](https://www.servicenow.com/docs/access?context=add-sw-removal-workspace&version=zurich&pubname=zurich-it-asset-management&ft:locale=en-US) : The Resume reclaim button is available when the state of the reclamation candidate is Attention Required. When selected, the Resume reclaim button runs a verification to check the completeness of data for processing. [Publisher optimizations for Microsoft](https://www.servicenow.com/docs/access?context=pub-opt-microsoft&version=zurich&pubname=zurich-it-asset-management&ft:locale=en-US) : The Publisher Optimizations dashboard for Microsoft has been updated to support additional subscriptions. [Publisher optimizations for SAP](https://www.servicenow.com/docs/access?context=pub-opt-sap&version=zurich&pubname=zurich-it-asset-management&ft:locale=en-US) : The Publisher Optimizations dashboard for SAP has been updated with a report on SAP HANA Database monthly peak usage. |
| Sourcing and Procurement Operations | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. : The Negotiation event table label has been renamed to Sourcing event. This change affects the label only. The underlying table name, \[sn_shop_negotiation_event\], remains unchanged. |
| Strategic Planning | [Enhancements to tables in Docs](https://www.servicenow.com/docs/access?context=docs-for-planning-items-in-spw&version=zurich&pubname=zurich-it-business-management&ft:locale=en-US) : * Resize the column width of a table per your preference. * Add color to single or multiple table cells. {#rn-summary-changes__d2804e161} Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [Financials UI changes](https://www.servicenow.com/docs/access?context=using-financials-spw&version=zurich&pubname=zurich-it-business-management&ft:locale=en-US) : * New Display mode in the Financials record page to select and view forecast, compare planned vs actual costs, planned costs, or allocate budget. * Select and view forecasts, compare planned vs. actual costs, and view planned costs or the allocated budget through a new display mode on the Financials record page. * Renamed Cost tab as Costs and benefits to manage cost plans and benefit plans in one view. * Renamed Baselines as Baseline comparison to create and compare financial baselines. * Renamed Time scope as Filter time scope to adjust the time scope to view a focused and customized financial snapshot. * New Generate labor costs button to generate labor costs based on the resource assignments. * New Currency list option to switch between functional and investment currency. * New Edit investment currency option to define investment currency for your projects. * New monetary benefit plan option to create new forecast benefit plans. * New Planned Benefits widget displays the total forecasted benefits. * New Total Return widget displays the total actual benefits form the projects. * New Record type column to classify the financial records between benefits and costs. * Renamed Estimate At Completion widget to EAC Cost. * Renamed Actual Cost To Date to Actuals (Incl. current fiscal period). {#rn-summary-changes__d2805e312} [Investment type and Investment class fields](https://www.servicenow.com/docs/access?context=planning-item-form&version=zurich&pubname=zurich-it-business-management&ft:locale=en-US){#rn-summary-changes__strategic-planning-rn-rn-workspace} : The Investment type and Investment class fields have been deprecated from the Project and Demand planning item tables. These fields are now created at the parent level in the Planning item \[sn_align_core_planning_item\] table. [Goal management](https://www.servicenow.com/docs/access?context=managing-goals-in-alignment-planner-workspace&version=zurich&pubname=zurich-it-business-management&ft:locale=en-US) : By default, only active goals---those goals with the Active field set to true---are displayed across the workspace. This change applies to the Dashboards and Goals and targets tabs on the Goals page, the Goal/Parent goal reference fields in all applicable tables, and all relevant dashboards. [Default related list view changes for Stories](https://www.servicenow.com/docs/access?context=create-single-or-multiple-child-items-for-epic-in-eap&version=zurich&pubname=zurich-it-business-management&ft:locale=en-US) : In the Stories list for an Epic, Feature, or Capability in the Enterprise Agile Planning workspace, the Assignment group and Sprint columns in the default related list view are replaced with the EAP team and Iteration columns. |
| Subscription Management | [Streamlined user-based subscription allocation starting in Zurich Path 11](https://www.servicenow.com/docs/access?context=managing-user-subscriptions-v2&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : To simplify the Subscription Management experience, the manual allocation workflow for user-based subscriptions has been removed for administrators who have never used it. Administrators who have manually allocated user-based subscriptions before can still make manual allocations. [Hidden user-based subscription allocations](https://www.servicenow.com/docs/access?context=subscriptions-overview-v2&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : To help prevent inaccuracy when allocations aren't complete, allocation details for user-based subscriptions are now hidden from the Subscription Management overview. Contact your account executive for user-based subscription allocation details. [Changes to Now Assist usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : Now Assist usage measurement is evolving. If your instances are below Zurich Patch 6, update Subscription Management to version 6.0.2 or later on all instances to avoid mixed measurement states. For more information, see [Now Assist Usage - Overview \& New Measurement Logic \[KB2704710\]](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [Assist usage excludes demo data](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : Demonstration instances are excluded from the total Assist usage count to improve tracking of Assist consumption. |
| Supplier Lifecycle Operations | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. |
| Synthetic monitoring | [Configuration tab removed](https://www.servicenow.com/docs/access?context=view-test-details&version=zurich&pubname=zurich-it-operations-management&ft:locale=en-US) : In version 1.4, the Configuration tab on the Monitor Details page has been removed. You can access this information from the Details tab. [Landing page updates](https://www.servicenow.com/docs/access?context=view-aggregat-monitor-information&version=zurich&pubname=zurich-it-operations-management&ft:locale=en-US) : In version 1.4, these changes were made to the landing page: * New open alerts filter * New Open alerts column in the Monitors table {#rn-summary-changes__ul_xk2_lnt_hhc} [New Alerts tab on the Monitor Details page](https://www.servicenow.com/docs/access?context=view-alerts-for-a-synthetic-monitor&version=zurich&pubname=zurich-it-operations-management&ft:locale=en-US) : In version 1.4, you can view all alerts for a monitor or filter by open alerts. [New Alert column in the Monitor result history table on the Details tab](https://www.servicenow.com/docs/access?context=view-a-monitor-s-test-results&version=zurich&pubname=zurich-it-operations-management&ft:locale=en-US) : In version 1.4, you can see open alerts for any tests the monitor has run. [Tag field on the Create Monitor page](https://www.servicenow.com/docs/access?context=create-synthetic-monitor&version=zurich&pubname=zurich-it-operations-management&ft:locale=en-US) : In version 1.4, you can add tags when configuring alerts for monitors. Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [New columns in the Synthetic Location table](https://www.servicenow.com/docs/access?context=create-synthetic-monitoring-locations&version=zurich&pubname=zurich-it-operations-management&ft:locale=en-US) : * Type: Shows whether the location is a MID Server, ACC Collector, or hosted on the platform. * Number of monitors: Displays the number of monitors running on the location. {#rn-summary-changes__ul_ocn_gpr_qfc} |
| Table Builder | [Accessing Table Builder](https://www.servicenow.com/docs/access?context=accessing-form-builder&version=zurich&pubname=zurich-application-development&ft:locale=en-US#section_ulg_1wr_w2c) : In the search input, enter tablename.builder, tablename.view, tablename.sheet, or tablename.flow to access the table directly. |
| Telecommunications Network Inventory | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [Visualize your network infrastructure](https://www.servicenow.com/docs/access?context=data-center-inventory-management&version=zurich&pubname=zurich-telecom-network-inventory&ft:locale=en-US) : The Network Visualization L1 menu is added to the Telecommunications Network Inventory Workspace. The Topology L1 menu has been removed and is available as Topology tab within the Network Visualization view. [Geo map](https://www.servicenow.com/docs/access?context=visualization-map&version=zurich&pubname=zurich-telecom-network-inventory&ft:locale=en-US) : Network site map L1 menu is removed and repositioned as Geo map tab in the Network visualization view. [Define the power circuit details](https://www.servicenow.com/docs/access?context=define-power-circuit-details&version=zurich&pubname=zurich-telecom-network-inventory&ft:locale=en-US) : The Power Circuits inventory is added. [Define the facility hardware details](https://www.servicenow.com/docs/access?context=define-facility-hardware-details&version=zurich&pubname=zurich-telecom-network-inventory&ft:locale=en-US) : The All Facilities inventory is added. [Create a facility model](https://www.servicenow.com/docs/access?context=create-facility-model&version=zurich&pubname=zurich-telecom-network-inventory&ft:locale=en-US) : The Facility Models inventory model is added. [Lists view](https://www.servicenow.com/docs/access?context=network-inventory-workspace-list-view&version=zurich&pubname=zurich-telecom-network-inventory&ft:locale=en-US) : The Network site is renamed to Site. [Define network service instance details](https://www.servicenow.com/docs/access?context=create_application_services&version=zurich&pubname=zurich-telecom-network-inventory&ft:locale=en-US){#rn-summary-changes__telecommunications-network-inventory-rn-rn-workspace} : xNF Instance is renamed to Service Instance. [Define network function details](https://www.servicenow.com/docs/access?context=create_business_applications&version=zurich&pubname=zurich-telecom-network-inventory&ft:locale=en-US) : xNF is renamed to Network Function. |
| Telecommunications Service Operations Management (TSOM) | [Telecom Discovery via Nokia Altiplano](https://www.servicenow.com/docs/access?context=service-graph-connector-for-nokia-altiplano&version=zurich&pubname=zurich-telecom-service-ops&ft:locale=en-US) : Nokia Altiplano SGC enables you to do the following: * Discover logical inventory for Nokia Altiplano such as logical ports, LAGs, and logical connections. * Enable customers to manage both physical infrastructure and logical network relationships on the ServiceNow AI Platform. * Store logical elements in the CMDB, improving visibility and traceability across the network. * Use the generic Extract, Transform, Load (ETL) framework provided by ServiceNow to integrate with Nokia Altiplano, significantly reducing development effort. {#rn-summary-changes__ul_bcr_w3r_dfc} [Discrepancy identification](https://www.servicenow.com/docs/access?context=discrepancy-identification-types-of-discrepancies&version=zurich&pubname=zurich-telecom-service-ops&ft:locale=en-US) : Use the enhanced audit and reconciliation logic to do the following: * Detect mismatches in logical elements such as logical ports, LAGs, and connections. * Filter audit results by IP range, device type, or vendor to focus on relevant subsets of data. * Enhance audit performance, usability, and customer satisfaction by reducing unnecessary processing. {#rn-summary-changes__ul_sqy_kjr_dfc} |
| Theme Builder | [Now Assist \> ServiceNow Otto® announcement](https://www.servicenow.com/docs/access?context=sn-ai-implementation-landing&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : Now Assist introduced AI on the platform. As that experience has evolved, there's a new name for the experience. ServiceNow Otto® is the conversational AI platform integrated into ServiceNow workflows. It provides agentic capabilities, supports multimodal interactions across web, mobile, and messaging channels, and enables autonomous orchestration for cross-system workflows. [Create a theme wizard color selector updated](https://www.servicenow.com/docs/access?context=tb-create-theme&version=zurich&pubname=zurich-platform-user-interface&ft:locale=en-US) : As of Theme Builder version 6.1, when you create a theme, the color selector now defaults to Coral theme colors instead of static gray tones. This means your initial color options feature a blue hue for a more vibrant look. Colors can still be customized at any time by selecting a preferred color in the color selector. [Global styles upload and selector modals updated](https://www.servicenow.com/docs/access?context=working-with-global-styles&version=zurich&pubname=zurich-platform-user-interface&ft:locale=en-US) : A more consistent, user-friendly interface is now available for uploading logos, fonts, and shapes. The following changes have been made: * A larger modal for uploading your company logo with a browse or drag-and-drop capability. * A larger modal for selecting predefined corner shapes and fonts. * A preview window within each modal for immediately viewing your selections before they're applied to your theme. {#rn-summary-changes__ul_x4d_bgt_rfc} [Updated Global styles Overview panel](https://www.servicenow.com/docs/access?context=working-with-global-styles&version=zurich&pubname=zurich-platform-user-interface&ft:locale=en-US) : The Global styles Overview panel has been updated in the following ways: * The Font section has been renamed Typography. * The font family field that is listed in the Typography section has been renamed as the Default font family. The Default font family still indicates which font is applied globally across your theme, unless you override it at the component level. {#rn-summary-changes__ul_tgr_pb4_sfc} |
| Threat Intelligence Security Center | : Introduced Add From Internal Intelligence option to include the data from the internal systems. [Define an Observable](https://www.servicenow.com/docs/access?context=define-an-observable&version=zurich&pubname=zurich-security-management&ft:locale=en-US) : Introduced a notice when deleting an observable record to help prevent accidental removal of its associated source records. |
| UI Builder | [Use the floating Now Assist panel to streamline your workflow](https://www.servicenow.com/docs/access?context=uib-now-assist-panel&version=zurich&pubname=zurich-application-development&ft:locale=en-US) : As of UI Builder version 28.2, the fixed Now Assist panel has been replaced with a drag-enabled floating panel improving layout flexibility and workflow visibility. [Specify your page type in the Create a page wizard](https://www.servicenow.com/docs/access?context=create-page&version=zurich&pubname=zurich-application-development&ft:locale=en-US) : As of UI Builder version 28.2, the Create a page wizard now includes a pageType dropdown field. This new field helps you to later identify and filter important pages within the Experience view list, especially helpful in large experiences with many pages. [Explore the newly enhanced Experience view](https://www.servicenow.com/docs/access?context=nav-uib&version=zurich&pubname=zurich-application-development&ft:locale=en-US) : As of UI Builder version 28.2, the Experience view has improved usability in the following ways: * Pages and their variants appear collapsed by default for a cleaner, more focused view. * Locate pages and variants with ease utilizing the search field. * Search by name, URL, URL type, or variant, and toggle between filters for a cleaner, more intuitive page list. * Pagination is automatically enabled when 10 or more pages are present. {#rn-summary-changes__ul_xmk_5l1_bhc} [Add events to track components with unsaved changes](https://www.servicenow.com/docs/access?context=dirty-state-event&version=zurich&pubname=zurich-application-development&ft:locale=en-US) : Use an event to quickly identify modified components. [Configure alerts to auto-dismiss](https://www.servicenow.com/docs/access?context=uib-configure-alerts&version=zurich&pubname=zurich-application-development&ft:locale=en-US) : Enable alerts to auto-dismiss across an experience by configuring all of them in the experience settings or individually through an event. Use pages across experiences : Share and reuse pages across workspaces without switching contexts or rebuilding content to help save time and simplify maintenance. |
| Upgrade Console | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [Updated access to Guided upgrade](https://www.servicenow.com/docs/access?context=um-guided-tour-implement&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : Apart from the Guided upgrade tab option, you can also access Guided upgrade by selecting Resume upgrade if there is an ongoing upgrade in the instance. |
| Usage Insights | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. |
| Virtual Agent | [Now Assist \> ServiceNow Otto® announcement](https://www.servicenow.com/docs/access?context=sn-ai-implementation-landing&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : Now Assist introduced AI on the platform. As that experience has evolved, there's a new name for the experience. ServiceNow Otto® is the conversational AI platform integrated into ServiceNow workflows. It provides agentic capabilities, supports multimodal interactions across web, mobile, and messaging channels, and enables autonomous orchestration for cross-system workflows. [Next Experience preferences](https://www.servicenow.com/docs/access?context=set-up-preferences-next-experience&version=zurich&pubname=zurich-platform-user-interface&ft:locale=en-US) : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [Assistant Designer Asset library](https://www.servicenow.com/docs/access?context=vad-topics-page&version=zurich&pubname=zurich-conversational-interfaces&ft:locale=en-US) : * Tabs have replaced pills in the Virtual Agent Designer list view. * Hover over the tooltip icon (![]()) to see information about the assistant you have selected from the drop-down menu. * Use the new AI agents and Agentic workflows tabs to select from the types of topics on the home page, along with Topics, Subflows, Actions, and Custom skills. {#rn-summary-changes__ul_vmj_rd4_bgc} Virtual Agent Designer [Table bot response control](https://www.servicenow.com/docs/access?context=table-bot-response&version=zurich&pubname=zurich-conversational-interfaces&ft:locale=en-US) : Slide the new Show links for each record toggle switch to activate links for each record in the output in your Virtual Agent conversation. [Test assistant options](https://www.servicenow.com/docs/access?context=test-llm-topics&version=zurich&pubname=zurich-conversational-interfaces&ft:locale=en-US) : The Test button in the Virtual Agent Designer canvas directly opens up the chat widget. [Table bot response control](https://www.servicenow.com/docs/access?context=table-bot-response&version=zurich&pubname=zurich-conversational-interfaces&ft:locale=en-US) : Use the new Show links for each record toggle switch to activate links for each record in the output in your Virtual Agent conversation. |
| Visa Spoke | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [Visa Resolve Online (VROL) version 25.2 updates](https://www.servicenow.com/docs/access?context=visa-spoke&version=zurich&pubname=zurich-integrate-applications&ft:locale=en-US#section_gsl_nw5_vyb) : Updated the following Visa Spoke actions to align with Visa Resolve Online (VROL) release 25.2 revision changes: * Submit Dispute Questionnaire * Hypersearch Request Builder * Hypersearch Response Parser * Create Dispute Pre-Arbitration Request Builder * Create Dispute Pre-Arbitration Response Parser * Look up Dispute Response Details Request Builder * Look up Dispute Response Details Response Parser * Look up Dispute Pre-Arbitration Response Details Request Builder * Look up Dispute Pre-Arbitration Response Details Response Parser * Look up Dispute Pre-Arbitration Details Request Builder * Look up Dispute Pre-Arbitration Details Response Parser * Look up Dispute Details Request Builder * Look up Dispute Details Response Parser {#rn-summary-changes__ul_qbv_2ms_pgc} |
| Vulnerability Response | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [Enhanced UI experience in workspaces when reassigning vulnerable items](https://www.servicenow.com/docs/access?context=using-vulnerability-manager-workspace&version=zurich&pubname=zurich-security-management&ft:locale=en-US) : When you reassign a record (VIT, AVIT, CVIT, or CTR) in workspace to a group you're not a member of, the system now confirms the reassignment and displays a clearer message explaining why the record is no longer visible. This helps you understand that access is now limited to the new assignment group, reducing confusion. [Granular VIT creation for Microsoft TVM recommendations](https://www.servicenow.com/docs/access?context=vr-configure-vi-key&version=zurich&pubname=zurich-security-management&ft:locale=en-US) : You can now configure recommendation as a vulnerability item (VIT) key for Microsoft Threat \& Vulnerability Management (TVM). This enhancement enables each recommendation to generate a separate vulnerable item, offering more granular control for tracking, assigning, and managing remediation efforts, especially when different recommendations require actions from different teams. [Improved state management for remediation tasks and vulnerable items](https://www.servicenow.com/docs/access?context=vr-rt-states&version=zurich&pubname=zurich-security-management&ft:locale=en-US) : State management logic for roll down of state from remediation tasks (RTs) to findings and roll up of state from findings to RTs has been refined across all modules. Updates improve accuracy by handling mixed item states (a combination of Deferred and Closed), supporting closure of tasks in sub-states like In-Review, and reopening tasks based on the Assigned To field. The update also improves handling of False Positive state transitions based on scanner results as source of truth. These enhancements reduce manual effort, clarify task ownership, and streamline remediation workflows. [Ability to manually cancel Exposure Assessment background jobs](https://www.servicenow.com/docs/access?context=vr-ws-exposure-assessment&version=zurich&pubname=zurich-security-management&ft:locale=en-US) : Vulnerability Admins and Event Managers can now cancel Exposure Assessment background jobs that were triggered with incorrect parameters or are taking longer than expected. This enhancement reduces downtime by removing the need to wait for the job to complete. After the job is cancelled, the substate is immediately set to User cancelled, and the state updates to Complete after the job is fully terminated; giving you better control and flexibility. [Configure maximum rows in related lists](https://www.servicenow.com/docs/access?context=vr-max-rows-rel-list&version=zurich&pubname=zurich-security-management&ft:locale=en-US) : To improve readability and performance, you can now limit the number of rows shown in related lists on forms by setting the system property sn_vul_cmn.related_list.set_max_row. [Qualys Integration -- Detection Splitting](https://www.servicenow.com/docs/access?context=split-qualys-detections&version=zurich&pubname=zurich-security-management&ft:locale=en-US) : Use the Qualys Host Detection Integration to create a separate VIT for each vulnerability instance based on proof. This improves accuracy in vulnerability tracking and supports clearer team ownership during remediation. [Activate the Qualys QVS score integration](https://www.servicenow.com/docs/access?context=optional-modifications&version=zurich&pubname=zurich-security-management§ion=enable-qualys-qvs-score&ft:locale=en-US) : Add risk context specific to Qualys to CVEs by importing QVS scores, helping you make more informed prioritization decisions. |
| Walk-up Experience | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. |
| Workforce Optimization for Customer Service CSM | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. |
| Zero Copy Connector Hub | [SAP ECC primary connector](https://www.servicenow.com/docs/access?context=sap-ecc-primary-wdf&version=zurich&pubname=zurich-integrate-applications&ft:locale=en-US) : The SAP ECC connector is now certified as a primary connector. [SAP S/4HANA primary connector](https://www.servicenow.com/docs/access?context=sap-s4hana-primary-wdf&version=zurich&pubname=zurich-integrate-applications&ft:locale=en-US) : The SAP S/4HANA connector is now certified as a primary connector. [Primary connectors in preview](https://www.servicenow.com/docs/access?context=primary-connectors-wdf&version=zurich&pubname=zurich-integrate-applications&ft:locale=en-US) : Primary connectors that are still being enhanced to include all planned functionality are now identified as in preview. These connectors are fully supported by ServiceNow®. Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. |
| Zero Copy Connector for ERP | Additional system property to specify how many records are retrieved : The system property sn_erp_integration.result_page_size has been added to specify the number of records to retrieve from the external system. The default global property for all extractions is set to 50, but can be overridden with this new property. [New icon for outbound messages](https://www.servicenow.com/docs/access?context=create-an-idoc-outbound-message-configuration&version=zurich&pubname=zurich-integrate-applications&ft:locale=en-US) : A new icon is available in the sidebar to help you easily see existing and create new outbound message configurations for IDOC. [View model version](https://www.servicenow.com/docs/access?context=erp-use-model-versioning&version=zurich&pubname=zurich-integrate-applications&ft:locale=en-US) : To help you better understand if your production instance is using the latest version of a model, the version number is visible in the models list and on individual model records. [Zero Copy Connector for ERP Enterprise Data Foundation data product](https://www.servicenow.com/docs/access?context=erp-canvas-enterprise-data-foundation-content-pack&version=zurich&pubname=zurich-integrate-applications&ft:locale=en-US) : Additional models, including Business Partner, Chart of Account, Cost Center, and Vendor have been added to the data product for use when interacting with an SAP system. [Zero Copy Connector for ERP Quote to Cash data product](https://www.servicenow.com/docs/access?context=erp-canvas-sales-order-content-pack&version=zurich&pubname=zurich-integrate-applications&ft:locale=en-US) : Additional models, including Customer Invoice, Outbound Deliveries, and Service Notification have been added to the data product for use when interacting with an SAP system. [Zero Copy Connector for ERP Source to Settle data product](https://www.servicenow.com/docs/access?context=erp-source-to-settle-data-product&version=zurich&pubname=zurich-integrate-applications&ft:locale=en-US) : Additional purchase order models have been added to the data product for use when interacting with an SAP system. [Role configuration required for agentic workflows and AI agents](https://www.servicenow.com/docs/access?context=aia-role-masking&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : Agentic workflows and AI agents included with your applications require additional security configuration. If you select Users with selected roles for your user access security controls for an agentic workflow or AI agent, you must add the installed roles, or they will not execute. See the documentation for the agentic workflow or AI agent for the specific roles you must add. Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [System info page displays more details](https://www.servicenow.com/docs/access?context=view-erp-system-information&version=zurich&pubname=zurich-integrate-applications&ft:locale=en-US) : On the system info page, software and other information is shown from the system info table. Entity cards contain additional information : On an entity card, view where data was retrieved from, the scope used during retrieval, and when the data was last retrieved. |
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{#rn-summary-changes__rn-summary-changes-table}
*[\>]: and then