Problem Management release notes

  • Release version: Yokohama
  • Updated January 30, 2025
  • 1 minute to read

    • The ServiceNow® Problem Management application helps you identify the cause of errors in the IT infrastructure that are reported as occurrences of related incidents. Problem Management was enhanced and updated in the Yokohama release.

    Problem Management highlights for the Yokohama release

    • Increase operational efficiency of tier 1 service desk agents with the dedicated sn_service_desk_agent role.
    • Simplify the management of problems and problem tasks using Problem Management models.

    See for more information.

    New in the Yokohama release

    User role for service desk agents
    With the sn_service_desk_agent user role, increase operational efficiency by streamlining the process of asking about, gathering, and verifying information, as well as delivering quick resolutions. This role is designed for tier 1 service desk agents and is accessible when the ITSM Roles plugin (com.snc.itsm.roles) installed.
    The sn_service_desk_agent role includes the following roles:
    • sn_incident_write
    • sn_problem_write
    • sn_change_write
    • sn_request_write
    • tracked_file_reader
    Additionally, with the installation of the ITSM Gen AI (com.sn.itsm.gen.ai) plugin, the knowledge_user and now_assist_panel_user roles are integrated within the sn_service_desk_agent role.
    The sn_service_desk_agent user role can be used starting with Service Operations Workspace version 6.1.
    Problem Models for Streamlined Problem Management

    Problem Management models are used to simplify management of problems and problem tasks. These models provide an efficient way to configure state transitions and define conditions to move from one state to another.

    This functionality is enabled out of the base system for new or zBoot customers.

    Activation information

    Problem Management is a ServiceNow AI Platform feature that is active by default.