Personal Lines Servicing release notes
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Summary of Personal Lines Servicing release notes
The Personal Lines Servicing application on the ServiceNow Store receives regular updates that enhance functionality, improve security, standardize case management, and support localization. These release notes detail version history and key changes from early 2022 through mid-2026, helping ServiceNow customers understand improvements and plan upgrades accordingly.
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Key Features and Improvements
- Case Management Enhancements: Version 2.6.0 introduces native CSM Case Type Selector with Agent and User Criteria support, replacing legacy components to simplify maintenance and standardize handling across user types.
- Localization and UX: Multiple releases (e.g., 2.3.1, 2.1.0) include localization support improvements and UX layout upgrades such as migrating agent assist templates to UIB layout 3.0 and adding UX page properties for Agent Assist.
- Security and Access Control: Version 2.2.1 adds ACL bypass via UX Screen Condition, and earlier versions fixed security issues in portal pages and updated service portal widgets to private access.
- Data and Configuration Migrations: Version 2.2.0 migrates service category data to CSM tables and removes deprecated roles for cleaner configuration. Version 1.5.1 moves product model demo data to a different table.
- New Service Definitions and Playbooks: Introduced in version 1.1.2, new service cases for Auto and Homeowner Policy change coverage requests, with corresponding playbooks to streamline servicing workflows.
- Document Management: Version 1.2.0 adds support for document signing integrated with Document Template, improving policy document handling.
- UI and Usability Fixes: Various versions address UI improvements such as fixing dark theme issues, form layout corrections, and renaming fields and buttons for clarity.
Practical Benefits for ServiceNow Customers
- Improved case type management and standardization across agents and users reduce administrative overhead and improve consistency.
- Enhanced localization and UX updates provide a better user experience tailored for global and diverse user bases.
- Security fixes and refined access controls protect sensitive policy data and ensure compliance with governance standards.
- Migration of data and roles streamlines configuration and prepares environments for future enhancements.
- Introduction of new service definitions and playbooks allows customers to handle common personal lines policy servicing requests more efficiently.
- Support for document signing facilitates seamless digital workflows for policy documents.
Version history for the Personal Lines Servicing application on the ServiceNow Store.
Important:
For details on system requirements and family compatibility, view the application
listing on the ServiceNow Store
website.
Version history
- Version 2.7.0 - June 2026
- New: Added child tables for indexing for Financial Case indexed source
- Version 2.6.0 - April 2026
- Updated: FSO now uses the native CSM Case Type Selector with Agent and User Criteria support, replacing custom extension logic and legacy components to reduce maintenance overhead and standardize case type handling across all user types.
- Version 2.5.0 - March 2026
- Updated: Updated the read-only option to 'Strict Read Only' for read-only fields
- Version 2.3.1 - August 2025
- Changed: Included additional translations to support localization for Q4.
- Version 2.2.1 - November 2024
- Changed: ACL bypass via UX Screen Condition.
- Version 2.2.0 - May 2024
-
- New: Migrated data from FSO service category (sn_bom_service_definition_category) table to CSM service category(sn_csm_case_types_service_category) and relationship tables
- Changed: Modified configuration for localization support
- Removed: Deprecated sn_bom_policy_b2c.requestor role and related UI actions
- Version 2.1.0 - February 2024
- Fixed: Fixed security issue in portal page
- Changed:
- Upgraded snc-app-parent version to 5.1.0.16
- Modified configuration for localization support
- Migrated agent assist template to UIB layout 3.0
- Version 1.6.3 - December 2023 (Vancouver)
- Fixed: Updated Policy info service portal widget to private.
- Version 1.5.4 - December 2023 (Utah)
- Fixed: Updated Policy info service portal widget to private.
- Version 1.3.3 - December 2023 (Tokyo)
- Fixed: Updated Policy info service portal widget to private.
- Version 1.5.1 - November 2023
- Changed: Moved product model demo data from 'sn_bom_ins_policy_model' table to 'sn_ent_b2c_ins_policy_model' table.
- Version 1.5.0 - May 2023
- New:
- Added UX page properties for the Agent Assist on Voltron record page.
- Added localization changes.
- New:
- Version 1.4.0 - February 2023
- Changed:
- Updated contributor roles
- Updated UI actions for case
- Version 1.3.0 - November 2022
- Fixed:
- Fixed dark theme issues
- Fixed the form layout for auto policy
- Version 1.2.0 - August 2022
- New:
- Added dependency for reject reason choice field based on stage
- Added support for document signing with integration to Document Template
- Changed:
- Renamed Net premium field to Balance due
- Renamed Decline button to Cancel request
- Fixed: Fixed application forms and views
- Removed: Removed customer 360 page
- New:
- Version 1.1.2 - March 2022
- New:
- New service definition on Auto Policy Service Case for Change coverage request
- New service definition on Homeowner Policy Service Case for Change coverage request
- New playbooks for both service definitions
- New:
- Version 1.1.1 - February 2022
- New:
- Migrated workspace from Agent workspace to CSM configurable workspace
- Added new roles "Agent Connector" and "Contributor"
- Changed:
- Changed case type to be specific to personal lines
- Changed roles to be specific to personal lines
- New: