Information Request Playbook release notes

  • Release version: Store
  • Updated July 9, 2026
  • 2 minutes to read
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    Summary of Information Request Playbook release notes

    The Information Request Playbook automates and streamlines the management of public records requests within ServiceNow. It guides government workers to efficiently fulfill these requests while enabling constituents to easily submit and track their public records requests. The playbook has undergone multiple updates since its initial release in May 2023, focusing on improved automation, security, accessibility, and user experience enhancements.

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    Key Features and Enhancements

    • Automation and Process Improvements: The playbook automates request handling and integrates process automation designer (PAD) activities to reduce manual updates, improving the consistency and speed of case management.
    • Document Management: Enhanced capabilities such as the Similar Documents activity allow users to search, preview, and link or unlink documents across cases without leaving the playbook interface, improving case context and document handling efficiency.
    • Security Enhancements: Recent updates introduced granular role-based access controls aligned with Australia security requirements and advanced security measures such as Query Range ACLs to meet Project Greenlight standards.
    • Localization and Accessibility: Added translations to support internationalization and updated application labels to comply with ARIA accessibility standards, ensuring usability for a wider audience.
    • Document Redaction: Agents can now redact sensitive information directly within the playbook, enhancing data privacy and compliance.
    • Reliability Fixes: Addressed issues such as portal submission errors and ensured correct app visibility post-GenAI setup, maintaining smooth operation for both agents and users.

    Practical Benefits for ServiceNow Customers

    • Automates public records request workflows to reduce manual effort and accelerate response times.
    • Improves security through role-based access controls and data protection features, supporting compliance requirements.
    • Enhances user experience by simplifying document handling and providing multilingual support.
    • Supports accessibility, making the application usable by all users, including those with disabilities.
    • Increases reliability and stability of the playbook, ensuring uninterrupted service delivery.

    Version history for the Information Request Playbook 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 2.12.1 - July 2026
    Defect fixes.
    Version 2.12.0 - June 2026
    • This release have the following features implemented:
      • 1. Added translations to support localization and internationalization
      • 2. Added enhanced security to achieve Project Greenlight such as Query Range ACLs
    Version 2.11.5 - April 2026
    • Fixed:
      • The Public Sector Digital Services apps appear correctly after performing a GenAI setup in Zurich Patch 7 release. (PRB2005659)
      • Submitting an Information Request case through the portal no longer returns "Request not found", and the agent remains responsive and completes the "Send for Requester Approval" activity. (PRB1963312)
    Version 2.11.0 - March 2026
    This release introduces updates to align the app with Australia security requirements by adopting granular, role‑based access controls.
    Version 2.0.0 - February 2025
    Changed: Updated application labels to support accessible rich internet applications (ARIA) accessibility requirements.
    Version 1.5.0 - November 2024
    Changed: Updated application labels to support accessible rich internet applications (ARIA) accessibility requirements.
    Version 1.4.1 - August 2024
    New: Document redaction capabilities - case agents can now redact sensitive content, data, or entire paragraphs of information from directly within the Information Request playbook.
    Version 1.3.0 - February 2024
    • Changed:
      • Updated the process automation designer (PAD) definition activities so they no longer use manual flow data record updates in the review for exemptions, estimated fees, and legal review playbook activities.
      • Promoted the Fee Waiver and Fee Waiver Justification attributes from the Information Request entity to the Government Base Case entity.
    Version 1.2.2 - November 2023
    Changed: The "Similar Documents" activity is updated to enable users to look up documents from similar cases, preview multiple sets of documents at one time, and link or unlink documents to or from the case from one modal, without having to leave the playbook.
    Version 1.1.1 - August 2023
    New: The Similar Documents activity is updated to allow users to look up documents from similar cases, preview multiple sets of documents at once, and link or unlink documents to/from the case in a single window, without having to leave the playbook.
    Version 1.0.5 - July 2023
    • Fixed
      • Information Request Playbook's trigger license record was added to avoid canceling playbook execution.
      • Guided decisions tree was recreated using the new Guided Decisions builder.
    Version 1.0.2 - May 2023

    Implement the new Information Request Playbook to automate requests for public records, guide government workers to fulfill public records requests quickly and consistently, and streamline the process for constituents to request public records and track the status of their requests.