--- 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 Return Merchandise Authorization release notes for upgrades from Xanadu to Australia # Combined Return Merchandise Authorization 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) 4 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 Return Merchandise Authorization release notes for upgrades from Xanadu to Australia This consolidated release notes page provides ServiceNow customers with a comprehensive view of Return Merchandise Authorization (RMA) updates from the Xanadu through Australia releases. It highlights new features, changes, activation instructions, and important considerations to help you prepare for and execute your upgrade effectively. Show full answer Show less ## Key Features * **Zurich Release Enhancements:** * Customers can create cases for defective products within defined warranty periods, streamlining the RMA process. * Introduction of granular roles for Install Base Management, enabling more precise control over administrative tasks related to install base and sold product entities. These roles complement the existing `sninstallbase.installbaseadmin` role and include read, write, create, delete, and viewer roles for customer service data and cases. * Improved RMA case flow allowing agents to initiate, track, and close RMA cases for install base items directly within the Agent Workspace, bridging self-service with full support for a smoother sales return experience. ## Changes and Removals No features or functionalities were removed or deprecated across releases from Xanadu to Australia. No new changes were introduced in the Australia release. ## Activation Information To activate Return Merchandise Authorization, request installation of the **RMA Case Management** plugin (`sncsmrmacase`) from the ServiceNow Store. This plugin enables the full RMA capabilities described in these notes. Refer to the ServiceNow Store for app availability and cumulative version history. ## Additional Considerations * **Browser Support:** Starting with Zurich, RMA Case Management does not support mobile devices or Internet Explorer. Ensure your environment complies with supported browsers. * **Accessibility, Localization, and Highlight Information:** No updates or specific considerations were introduced from Xanadu to Australia. ## Practical Impact for ServiceNow Customers Upgrading to Australia with these consolidated RMA updates enables your support agents to handle product returns more efficiently by leveraging case management within Agent Workspace and applying granular role controls in Install Base Management. This results in a streamlined RMA process, improved customer experience, and better administrative oversight. No deprecated or removed features mean a smooth transition without loss of functionality. Consolidated page of all release notes for Return Merchandise Authorization from Xanadu to Australia. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Return Merchandise Authorization 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 Return Merchandise Authorization to Australia Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-returnmerchandiseauthorization-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 Return Merchandise Authorization. {#dfrn3-returnmerchandiseauthorization-summary__entry__12} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | [Return Merchandise Authorization](https://www.servicenow.com/docs/access?context=return-merchandise-authorization&family=zurich&ft:locale=en-US) : Enable customers to create cases for defective products within a specified warranty period, which helps streamline the process. [Granular roles in Install Base Management](https://www.servicenow.com/docs/access?context=r_rolesinstalledwithcustaccessmgmt&family=zurich&ft:locale=en-US) : Use the following new granular roles with the sn_install_base.install_base_admin role, which is installed with Customer Service Install Base Management plugin (com.snc.install_base): * sn_install_base.install_base_read * sn_install_base.install_base_write * sn_install_base.install_base_create * sn_install_base.install_base_delete * sn_customerservice.customer_data_viewer * sn_customerservice.case.viewer These roles provide you with more control over administrative tasks related to install base and sold product related entities. | | Australia | No updates for this release. | [ ] ## Changes Between your current release family and Australia, some changes were made to existing Return Merchandise Authorization features. {#dfrn3-returnmerchandiseauthorization-summary__entry__22} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | [Enhancements in the RMA case flow](https://www.servicenow.com/docs/access?context=return-merchandise-authorization&family=zurich&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. | | Australia | No updates for this release. | [ ] ## Removed Between your current release family and Australia, some Return Merchandise Authorization features or functionality were removed. {#dfrn3-returnmerchandiseauthorization-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 Return Merchandise Authorization features or functionality were deprecated. {#dfrn3-returnmerchandiseauthorization-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 Return Merchandise Authorization. {#dfrn3-returnmerchandiseauthorization-summary__entry__52} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | Activation information : Install RMA Case Management by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the [ServiceNow Store version history release notes](https://www.servicenow.com/docs/access?context=sn-store-release-notes&family=zurich&ft:locale=en-US). Return Merchandise Authorization is available with activation of the RMA Case Management plugin (sn_csm_rma_case). For details, see [Return merchandise authorization](https://www.servicenow.com/docs/access?context=activate-return-merchandise-authorization-plugin&family=zurich&ft:locale=en-US). Important: RMA Case Management is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Australia | No updates for this release. | [ ] ## Additional requirements If any additional requirements were introduced or changed for Return Merchandise Authorization we have noted them here. {#dfrn3-returnmerchandiseauthorization-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 Return Merchandise Authorization we have noted them here. {#dfrn3-returnmerchandiseauthorization-summary__entry__72} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | Browser requirements : Starting with the Zurich release, RMA Case Management for Sales Customer Relationship Management doesn't support mobile devices and Internet Explorer. For more information, see [Browser support](https://www.servicenow.com/docs/access?context=browser-support&family=zurich&ft:locale=en-US). | | Australia | No updates for this release. | [ ] ## Accessibility information Review details on accessibility information for Return Merchandise Authorization, such as specific requirements or compliance levels. {#dfrn3-returnmerchandiseauthorization-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 Return Merchandise Authorization we have noted them here. {#dfrn3-returnmerchandiseauthorization-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 Return Merchandise Authorization we have noted them here. {#dfrn3-returnmerchandiseauthorization-summary__entry__102} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | * Streamline sales return by enabling agents to manage RMA cases in Agent Workspace and bridging self-service with full support. * Handle product cases efficiently to streamline the return process and enhance the customer experience. See [Return Merchandise Authorization](https://www.servicenow.com/docs/access?context=return-merchandise-authorization&family=zurich&ft:locale=en-US) for more information. | | Australia | No updates for this release. | [ ]