--- sourceDocument: australia Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/australia/delta-xanadu-australia Release : - australia ft:locale : - en-US ft:publication_title : - australia Combined Product Files ft:clusterId : - delta3ax bundleId : - delta3ax --- # Combined Problem Management release notes for upgrades from Xanadu to Australia # Combined Problem Management release notes for upgrades from Xanadu to Australia {#ariaid-title1} Release version: Australia Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 5 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Combined Problem Management release notes for upgrades from Xanadu to Australia This consolidated release notes document provides ServiceNow customers with a comprehensive overview of Problem Management updates between the Xanadu and Australia releases. It summarizes new features, changes, removals, deprecations, and activation details relevant for customers preparing to upgrade their Problem Management capabilities across these release families. Show full answer Show less ## Key Features * **Problem Management Models (Xanadu):** Introduction of customizable problem and problem task models, starting with a default problem model (General) and two problem task models (Root cause analysis and General). These models allow customers to tailor problem management workflows for specific use cases, simplifying state transitions and conditions. * **Service Desk Agent User Role (Yokohama):** The snservicedeskagent role streamlines Tier 1 service desk operations by granting essential permissions for incident, problem, change, and request tasks. This role integrates with ITSM Roles and ITSM Gen AI plugins, enhancing operational efficiency and AI-driven assistance. * **Email Notification Redirection (Xanadu):** Users can be redirected from problem email notifications directly to the problem record in Service Operations Workspace instead of the classic UI16, improving navigation efficiency. This capability is enabled via the automatically activated ITSM Notifications Redirection plugin. * **Known Error Articles Enabled by Default (Xanadu):** Problem Knowledge Integration is enabled by default for new customers, providing immediate access to known error articles to expedite problem resolution. * **Problem Management Migration Utility Update (Xanadu):** Enhancements to the migration utility enable detection of customizations in base problem files, facilitating smoother upgrades. ## Key Changes and Considerations * **Re-assessing Problem Tasks:** Problem task analysts gain the ability to re-assess tasks even from the Work In Progress state, offering more workflow flexibility. * **Service Operations Workspace Compatibility:** When enabling Problem Management models, use of Service Operations Workspace 6.x is recommended as it supports the new models; earlier versions (5.x) will revert to the classic UI16 experience for problem management. * **Activation:** Problem Management is an AI Platform feature active by default across releases, requiring no additional activation steps for standard use. * **No Updates in Other Releases:** For Yokohama, Zurich, and Australia releases, no additional updates or removals were introduced beyond those noted. ## Practical Implications for ServiceNow Customers Customers upgrading from Xanadu to Australia can expect enhanced Problem Management flexibility through configurable models, improved agent efficiency via dedicated user roles, and smoother user experiences with email notification redirection. The default enablement of knowledge integration accelerates problem resolution by leveraging known error articles. Understanding compatibility with Service Operations Workspace versions is essential to leverage the full capabilities of problem models. The migration utility updates support detection of customizations, aiding in seamless upgrades. No deprecated or removed features impact the upgrade path, simplifying planning. Consolidated page of all release notes for Problem Management from Xanadu to Australia. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Problem Management release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Xanadu to Australia. Tip: If there were no updates for a release notes section in a certain family release, we included a short note for your reference. For example, if a product did not have any updates in Tokyo, the row says "No updates for this release." ## Important information for upgrading Problem Management to Australia Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-problemmanagement-summary__entry__2} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## New features Between your current release family and Australia, new features were introduced for Problem Management. {#dfrn3-problemmanagement-summary__entry__12} | Release | Release notes | |-|-| | Xanadu | [Initial support for Problem Management models](https://www.servicenow.com/docs/access?context=problem-mgmt-models&family=xanadu&ft:locale=en-US) : Introduction of Problem Management models, beginning with one default problem model (General) and two default problem task models (Root cause analysis and General). The default models are equivalent to the base life cycle in the Washington DC release. This initial support allows for the creation of custom models to tailor additional scenarios for specific use cases. Note: If you are using Service Operations Workspace 5.x and you enable Problem Management models, you will manage problems and problem tasks in the classic UI16 experience, rather than in Service Operations Workspace. Service Operations Workspace 6.x is based on the Xanadu release and it supports Problem Management models. | | Yokohama | [User role for service desk agents](https://www.servicenow.com/docs/access?context=prob-roles-instld-itsm-roles&family=yokohama&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=problem-mgmt-models&family=yokohama&ft:locale=en-US) : 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. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Changes Between your current release family and Australia, some changes were made to existing Problem Management features. {#dfrn3-problemmanagement-summary__entry__22} | Release | Release notes | |-|-| | Xanadu | [Re-assess a Problem Task from the Work in Progress state](https://www.servicenow.com/docs/access?context=assess-a-problem-task&family=xanadu&ft:locale=en-US) : Additional flexibility for the workflow of a problem task analyst. [Email notification redirection behavior](https://www.servicenow.com/docs/access?context=configure-notifcations-sow-itsm&family=xanadu&ft:locale=en-US) : When users select the problem record link in their email notifications, they can be redirected to the problem record in Service Operations Workspace instead of the classic UI16 experience. The ITSM Notifications Redirection (com.snc.itsm.notifications_redirection) plugin is installed and activated automatically to support this behavior. [Known error articles available by default](https://www.servicenow.com/docs/access?context=create-known-error-from-problem&family=xanadu&ft:locale=en-US) : Problem Knowledge Integration is activated by default for new customers. [Problem Management Migration Utility](https://www.servicenow.com/docs/access?context=migration-utility&family=xanadu&ft:locale=en-US) : The Xanadu base problem files list is updated so the Problem Management Migration Utility can detect customizations. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Removed Between your current release family and Australia, some Problem Management features or functionality were removed. {#dfrn3-problemmanagement-summary__entry__32} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Deprecations Between your current release family and Australia, some Problem Management features or functionality were deprecated. {#dfrn3-problemmanagement-summary__entry__42} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Activation information Review information on how to activate Problem Management. {#dfrn3-problemmanagement-summary__entry__52} | Release | Release notes | |-|-| | Xanadu | [Problem Management](https://www.servicenow.com/docs/access?context=c_ProblemManagement&family=xanadu&ft:locale=en-US) is a ServiceNow AI Platform feature that is active by default. | | Yokohama | Activation information : Problem Management is a ServiceNow AI Platform feature that is active by default. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Additional requirements If any additional requirements were introduced or changed for Problem Management we have noted them here. {#dfrn3-problemmanagement-summary__entry__62} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Browser requirements If any specific browser requirements were introduced or changed for Problem Management we have noted them here. {#dfrn3-problemmanagement-summary__entry__72} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Accessibility information Review details on accessibility information for Problem Management, such as specific requirements or compliance levels. {#dfrn3-problemmanagement-summary__entry__82} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Localization information If there are specific localization considerations for Problem Management we have noted them here. {#dfrn3-problemmanagement-summary__entry__92} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Highlight information If there are specific highlight considerations for Problem Management we have noted them here. {#dfrn3-problemmanagement-summary__entry__102} | Release | Release notes | |-|-| | Xanadu | * Introduction of Problem Management models to provide support for additional problem and problem task scenarios * Known error articles are enabled by default for new customers * Configure email notifications to redirect to Service Operations Workspace instead of the classic UI16 experience * Re-assess a problem task from Work In Progress See [Problem Management](https://www.servicenow.com/docs/access?context=c_ProblemManagement&family=xanadu&ft:locale=en-US) for more information. | | Yokohama | * 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 [Problem Management](https://www.servicenow.com/docs/access?context=c_ProblemManagement&family=yokohama&ft:locale=en-US) for more information. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ]