--- sourceDocument: australia Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/australia/delta-yokohama-australia Release : - australia ft:locale : - en-US ft:publication_title : - australia Combined Product Files ft:clusterId : - delta3ay bundleId : - delta3ay --- # Combined Case management for CSM release notes for upgrades from Yokohama to Australia # Combined Case management for CSM release notes for upgrades from Yokohama to Australia {#ariaid-title1} Release version: Australia Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 12 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 Case Management for CSM Release Notes for Upgrades from Yokohama to Australia This consolidated release note summary covers all updates and changes for Case Management within Customer Service Management (CSM) from the Yokohama through Zurich to the Australia release versions. It is designed to help ServiceNow customers prepare for their upgrades by highlighting new features, changes, deprecations, and important upgrade tasks relevant to Case Management for CSM. Show full answer Show less ## New Features * **Yokohama:** Introduced *Case Management for Invoice Operations* to manage multiple invoices or invoice lines for disputes and corrections. Enhanced process mining with LLM-based work notes analysis to identify process improvements and delays. Provided quick start tests to validate CSM functionality after upgrades or customizations. * **Zurich:** Enabled service recommendations based on case context for agents. Introduced task plan templates allowing definition of repeatable tasks with conditional creation logic. Added support for launching Service Portal record producers from case type selectors in CRM Workspace. Allowed associating multiple entitlements to customer service cases. Continued support for quick start tests. * **Australia:** Added flexible task dependency management to task plan templates with dependency types like Finish-to-Start, Start-after-Start, and Start-Together, including built-in validations to prevent circular dependencies. Enhanced governance with visual user access management for task plan templates. Supported document attachments within task plan templates and tasks, ensuring secure access aligned with permissions. Improved major case management by automatically inheriting case types and streamlining creation. Added new read-only viewer roles for granular access control. Introduced a Manager Workspace landing page with visual dependency maps and access management UI for task plan templates. ## Changes * **Yokohama:** Case Line table now includes Install Base and Asset reference fields related to account and product selection. Process mining configurations are now read-only templates and deletable only by administrators. * **Zurich:** Task plan template sharing was enhanced with fine-grained access control, ownership management, global visibility options, customizable layouts, and in-app notifications upon sharing. Agents can filter service definitions by user roles, groups, and entity criteria. Support for adding multiple entitlements on case lines was added. The Customer Service Case Types application moved to the ServiceNow Store for future enhancements. The Coral theme became the default UI theme with a dark mode option. Legacy workflows for Targeted Communications and Case Digests migrated to low-code flows. Deny-Unless Access Control Lists (ACLs) were implemented for improved security on CSM tables. * **Australia:** Consistency improvements ensure major cases and child cases share the same case type, reducing manual corrections. Task plan templates now support schedule offsets on dependencies, document attachment synchronization when applying templates, and direct dependency management via layouts. The case type selector is activated by default for key case types, enhancing case creation experience. ## Deprecations and Removals * Customer Service CTI Demo Data was prepared for deprecation starting in Yokohama and Zurich releases, replaced by ServiceNow Voice with Amazon Connect. * The Customer Service Case Types plugin transitioned to a store app in Zurich and is being deprecated in the family plugins. * No features were removed or deprecated in the Australia release. ## Activation and Requirements * Activation of Case Management for CSM continues via the Customer Service plugin (com.sncustomerservice) across releases. * No new additional requirements or browser compatibility changes were introduced in Australia. Existing guidance restricts use of ServiceNow Workspaces on mobile devices, Internet Explorer, and legacy Microsoft Edge, recommending Microsoft Edge Chromium or other supported browsers. ## Key Outcomes for ServiceNow Customers * **Enhanced case processing:** Manage complex scenarios like multiple invoice cases, major case hierarchies, and multiple entitlements with improved accuracy and automation. * **Improved operational governance:** Use visual task plan templates with dependency management and secure sharing controls to streamline business process workflows. * **Better user experience:** Leverage updated UI themes, case type selectors, and workspace landing pages to simplify case creation and management. * **Security and compliance:** Benefit from Deny-Unless ACLs, data privacy mappings, and granular role-based access controls for sensitive case information. * **Upgrade readiness:** Follow pre- and post-upgrade tasks outlined to ensure smooth transition to Australia, utilizing quick start tests to validate customizations. Consolidated page of all release notes for Case management for CSM from Yokohama to Australia. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Case management for CSM release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Yokohama 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 Case management for CSM to Australia Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-casemanagementforcsm-summary__entry__2} | Release | Release notes | |-|-| | 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 Case management for CSM. {#dfrn3-casemanagementforcsm-summary__entry__10} | Release | Release notes | |-|-| | Yokohama | [Case Management for Invoice Operations](https://www.servicenow.com/docs/access?context=csm-invoice-operations&family=yokohama&ft:locale=en-US) : Use the Case Management for Invoice Operations application (com.sn_csm_invoice) to create cases for multiple invoices or for specific invoice lines. Agents can use these cases to process invoice-related services such as invoice disputes or requested corrections. [Process mining](https://www.servicenow.com/docs/access?context=process-mining&family=yokohama&ft:locale=en-US) : Use the following features to find process improvement opportunities: * Use work notes analysis to learn the operational reasons behind activity transitions. This feature is Now LLM based. * Mine the configured base system project to investigate the causes and get a clear view of the long resolution times and delays. [Quick start tests for Customer Service Management](https://www.servicenow.com/docs/access?context=quick-start-tests-csm&family=yokohama&ft:locale=en-US) : After upgrades and deployments of new applications or integrations, run quick start tests to verify that Customer Service Management works as expected. If you customized Customer Service Management, copy the quick start tests and configure them for your customizations. | | Zurich | [Recommend service definitions based on case context](https://www.servicenow.com/docs/access?context=csm-service-definitions&family=zurich&ft:locale=en-US) : Recommend the most relevant services to an agent based on the record context, such as the short description or description of the interaction. [Task plan templates](https://www.servicenow.com/docs/access?context=task-plan-templates&family=zurich&ft:locale=en-US) : Create templates that define the repeatable tasks and records that need to be created for business processes. Define the tasks, set the task order, and create conditions that determine when these tasks and records are created. [Customer Service Case Types - Enable the service selector to launch record producers](https://www.servicenow.com/docs/access?context=csm-service-definition-catalog-items&family=zurich&ft:locale=en-US) : Use the Service Portal record producers when your agents are creating cases in CRM Workspace. Agents can select the service definitions from the case type selector and launch the record producers. [Add multiple entitlements to a case](https://www.servicenow.com/docs/access?context=add-entitlement-to-case&family=zurich&ft:locale=en-US) : View the available entitlements on a customer service case and associate the multiple entitlements to the case. Available entitlements are associated with the account or consumer, product, and contract selected on the case record. [Quick start tests for Customer Service Management](https://www.servicenow.com/docs/access?context=quick-start-tests-csm&family=zurich&ft:locale=en-US) : After upgrades and deployments of new applications or integrations, run quick start tests to verify that Customer Service Management works as expected. If you customized Customer Service Management, copy the quick start tests and configure them for your customizations. | | Australia | [\[Placeholder link text to key add-dependencies-between-template-item\]](https://www.servicenow.com/docs/access?context=add-dependencies-between-template-item&family=australia&ft:locale=en-US) : Create and manage dependencies between template items using the supported dependency types. Users can apply a template at any time after the template is published. Validate dependencies using built‑in checks (including circular dependency validation) to help prevent invalid dependency definitions. The following dependency types are supported: * Finish to- start: the successor task starts when the predecessor task is completed. * Start after start: the successor task starts when the predecessor task is started. * Start together: both tasks start at the same time. [\[Placeholder link text to key share-a-task-plan-template-from-the-workspace\]](https://www.servicenow.com/docs/access?context=share-a-task-plan-template-from-the-workspace&family=australia&ft:locale=en-US) : Provide a visual governance experience to define and manage user access enabling business process owners to configure relationships with clarity. [Task dependencies for task plan templates](https://www.servicenow.com/docs/access?context=task-dependencies-for-task-plan-templates&family=australia&ft:locale=en-US) : Define dependency relationships between template items in the \[sn_task_plan_template_dependency\] table, and upon applying the template, create and store the resulting task dependencies in the \[sn_task_dependency_m2m\] table to ensure controlled task sequencing through predecessor--successor relationships. [Document References in Task Plan Templates](https://www.servicenow.com/docs/access?context=adding-and-managing-document-references-in-task-plan-templates&family=australia&ft:locale=en-US) : Add documents to Task Plan Template items, storing document references in the \[sn_task_plan_template_document\] table and making them accessible through form views and related lists based on template state and user permissions, ensuring secure and controlled document access aligned with template‑level permissions | [ ] ## Changes Between your current release family and Australia, some changes were made to existing Case management for CSM features. {#dfrn3-casemanagementforcsm-summary__entry__18} | Release | Release notes | |-|-| | Yokohama | [Case lines and workflows](https://www.servicenow.com/docs/access?context=case-line-form&family=yokohama&ft:locale=en-US) : The Case Line table (sn_case_line) includes the Install base and Asset reference fields. These fields display information based on the selected account and product. [Process mining](https://www.servicenow.com/docs/access?context=process-config-builder&family=yokohama&ft:locale=en-US) : Use the process mining enhancements to improve processes as needed: * Removed the viewer role from all records in the Process Mining Content Pack for Customer Service Management (CSM). * Set process configurations as read-only templates, deletable only by a process mining administrator. You can enable customers to copy the template or import specific parts into their custom configuration. | | Zurich | [\[Placeholder link text to key sharing-task-plan-template\]](https://www.servicenow.com/docs/access?context=sharing-task-plan-template&family=zurich&ft:locale=en-US) : Sharing task plan templates ensures that only authorized users can access, edit, or share templates based on their role and location, preventing misuse and maintaining operational integrity. Sharing task plant template features include: * Access control: Users can now provide access to task plan templates at various levels, including user, group, and service organization. * Ownership Management: The Owner or an Admin can change the ownership of a Template by updating the Owner field. * Global template: Task plan templates can be marked as global, making them visible to all users with read access. * Form and List Layouts: Admins can view and edit form and list layouts for sharing, displaying all relevant fields. * Notifications: In-app notifications are sent when access is granted, Selecting the notification opens the shared template directly. [Task plan template configurations](https://www.servicenow.com/docs/access?context=task_plan_template_configurations&family=zurich&ft:locale=en-US) : Admins can create configurations for task plan templates that pre-fill information when creating a new task plan template. [Filtering service definitions](https://www.servicenow.com/docs/access?context=csm-service-definitions&family=zurich&ft:locale=en-US) : Enable agents to filter the service definitions that are shown on the service selector in the following ways: * By user, role, group, or agent * By entity critera such as location, customer level, or related entities [Case lines for Case Management - Add multiple entitlements to case lines](https://www.servicenow.com/docs/access?context=csm-case-mgmt-case-lines&family=zurich&ft:locale=en-US) : View the available entitlements on a case line and associate the multiple entitlements to that case line. Available entitlements are associated with the contracts and entitlements that are purchased by the customer. [Customer Service Case Types moved from family to store release](https://www.servicenow.com/docs/access?context=customer-service-case-types&family=zurich&ft:locale=en-US) : Starting with the Zurich release, the Customer Service Case Types application (sn_csm_case_types) has moved to the ServiceNow Store. Any new enhancements to this application are delivered through the Customer Service Case Types store app. Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [Targeted Communications](https://www.servicenow.com/docs/access?context=targeted-comm-publication-workflows&family=zurich&ft:locale=en-US) and [Case Digests](https://www.servicenow.com/docs/access?context=customer-service-case-digests&family=zurich&ft:locale=en-US) workflows : Legacy workflows for the Targeted Communications (com.sn_publications) and Case Digests (com.sn_csm_case_digest) applications have been migrated to low-code flows in Workflow Studio. The functionality of the flows remains the same. [Classifying sensitive data](https://www.servicenow.com/docs/access?context=dps-data-privacy-overview&family=zurich&ft:locale=en-US) : Fields in the Customer Service Management and Targeted Communications tables are mapped to the Data Privacy data classes. For more information, see the [Data privacy overview](https://www.servicenow.com/docs/access?context=dps-data-privacy-overview&family=zurich&ft:locale=en-US) topic in the ServiceNow® Platform Security documentation. Deny-Unless ACLs implemented on CSM tables : Deny-Unless access control lists (ACLs) were implemented on CSM tables for non-authenticated users, such as users with public roles. With this minimum-security setting, only authenticated users can perform read, write, delete, or create actions on these tables. For more information about Deny-Unless ACLs, see the [Deny-Unless ACL](https://www.servicenow.com/docs/access?context=acl-denial-behavior&family=zurich&ft:locale=en-US) topic in the ServiceNow® Platform Security documentation. | | Australia | [Manager Workspace landing page](https://www.servicenow.com/docs/access?context=csm-configurable-manager-workspace-dashboards-new&family=australia&ft:locale=en-US) : The following UI components have been added in the Task Plan Template table: * The Template Dependencies tab displays a node‑map view of dependencies between template items in saved task plan template records. Each dependency appears as a labeled edge between nodes, indicating its type (Finish to start, Start after start) or Start together). Select Edge to edit or delete the dependency, based on your role. * The Share Plan modal in the task plan template workspace includes three views; Share Plan, Success, and Manage Access, for configuring, confirming, and managing access to a task plan template, with a search bar, Select all option, and Currently shared with list in the Share Plan view. [Granular viewer roles for Case Management](https://www.servicenow.com/docs/access?context=customer-service-management-roles&family=australia&ft:locale=en-US) : Added new read-only roles within Case Management. These include the following: * Customer Service All Case Viewer \[sn_customerservice.all_cases_viewer\] * Case Playbook for Complaint Viewer \[sn_complaint.viewer\] * Case Playbook for Onboarding Viewer \[sn_onboarding.viewer\] * Action Status Viewer \[sn_action_status.viewer\] * Customer Service Document Template Viewer \[sn_csm_doctemplate.viewer\] * Case Digest Viewer \[sn_csm_case_digest.viewer\] * Customer Project Management Viewer \[sn_csm_ppm.viewer\] * Case Type Configuration Viewer \[sn_scm_case_type.config_viewer\] * Case Line Viewer \[sn_case_line.viewer\] [Major Issue Management](https://www.servicenow.com/docs/access?context=major-issue-management&family=australia&ft:locale=en-US) : Case Type consistency improvements: This update ensures case type consistency when creating and managing major cases and their related child cases, improving accuracy and reducing manual correction. * Create major cases automatically upon approval, and major cases now inherit the same case type as the originating case. * Promote the proposed case directly to a major case I-if no account or consumer or partner exists on the originating major case. * Use the major case's case type and inherit the fields defined in (sn_customerservice.case_fields_to_sync) property or defined through extension point for child cases. [Task plan templates](https://www.servicenow.com/docs/access?context=task-plan-templates&family=australia&ft:locale=en-US) : Add flexible task dependency management to task plan templates, and support for attachments. * Schedule offsets can be defined when creating dependencies, allowing tasks to start within a specified time period (minutes, hours, days, or weeks). * Configure and manage task dependencies directly from task dependency list and view layouts. * Built‑in validations prevent circular dependencies, ensuring task plans remain accurate and reliable. * Ability to attach documents to tasks or cases. * Select Apply Template for any published task plan templates to automatically add all document references from the original template items to the newly created tasks, ensuring seamless access for task owners to all required documents. [Case type selector for creating cases](https://www.servicenow.com/docs/access?context=create-case-of-specific-case-type&family=australia&ft:locale=en-US) : The case type selector is now activated by default when creating cases of these types: * Interaction * Account * Contact * Consumer * Sold product * Install base item * Related lists: child case, case task * List view * Case task list view | [ ] ## Removed Between your current release family and Australia, some Case management for CSM features or functionality were removed. {#dfrn3-casemanagementforcsm-summary__entry__26} | Release | Release notes | |-|-| | 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 Case management for CSM features or functionality were deprecated. {#dfrn3-casemanagementforcsm-summary__entry__34} | Release | Release notes | |-|-| | Yokohama | Starting with the Yokohama release, Customer Service CTI Demo Data is being prepared for future deprecation. It will be hidden and no longer activated on new instances but will continue to be supported. ServiceNow Voice with Amazon Connect provides the latest experience for this functionality. For details, see the [Deprecation Process \[KB0867184\]](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0867184) article in the Now Support Knowledge Base. | | Zurich | * Starting with the Yokohama release, Customer Service CTI Demo Data is being prepared for future deprecation. It will be hidden and no longer activated on new instances but will continue to be supported. ServiceNow Voice with Amazon Connect provides the latest experience for this functionality. For details, see the [Deprecation Process \[KB0867184\]](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0867184) article in the Now Support Knowledge Base. * Starting with the Zurich release, the Customer Service Case Types plugin is available as a store plugin and, as such, the family version of the plugin is being prepared for future deprecation. Upon upgrading, customers will automatically move to the store version of the plugin. It will be hidden from the family plugins and no longer installed on new instances but will continue to be supported as a store plugin. For details, see the [Deprecation Process \[KB0867184\]](https://support.servicenow.com/kb_view.do?sysparm_article=KB0867184) article in the Now Support Knowledge Base. | | Australia | No updates for this release. | [ ] ## Activation information Review information on how to activate Case management for CSM. {#dfrn3-casemanagementforcsm-summary__entry__42} | Release | Release notes | |-|-| | Yokohama | Activation information : Customer Service Management is available with activation of the Customer Service plugin (com.sn_customerservice). For details, see [Activate Customer Service Management](https://www.servicenow.com/docs/access?context=t_ActivateCustomerService&family=yokohama&ft:locale=en-US). | | Zurich | Activation information : Customer Service Management is available with activation of the Customer Service plugin (com.sn_customerservice). For details, see [Activate Customer Service Management](https://www.servicenow.com/docs/access?context=t_ActivateCustomerService&family=zurich&ft:locale=en-US). | | Australia | No updates for this release. | [ ] ## Additional requirements If any additional requirements were introduced or changed for Case management for CSM we have noted them here. {#dfrn3-casemanagementforcsm-summary__entry__50} | Release | Release notes | |-|-| | 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 Case management for CSM we have noted them here. {#dfrn3-casemanagementforcsm-summary__entry__58} | Release | Release notes | |-|-| | Yokohama | Browser requirements : ServiceNow workspaces don't support mobile devices, Internet Explorer, or Microsoft Edge. Instead, use Microsoft Edge - Chromium or one of the other supported browsers listed in [Browser support](https://www.servicenow.com/docs/access?context=browser-support&family=yokohama&ft:locale=en-US). | | Zurich | Browser requirements : ServiceNow workspaces don't support mobile devices, Internet Explorer, or Microsoft Edge. Instead, use Microsoft Edge - Chromium or one of the other supported browsers listed in [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 Case management for CSM, such as specific requirements or compliance levels. {#dfrn3-casemanagementforcsm-summary__entry__66} | Release | Release notes | |-|-| | 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 Case management for CSM we have noted them here. {#dfrn3-casemanagementforcsm-summary__entry__74} | Release | Release notes | |-|-| | 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 Case management for CSM we have noted them here. {#dfrn3-casemanagementforcsm-summary__entry__82} | Release | Release notes | |-|-| | Yokohama | * Create cases for invoice-related services such as invoice disputes or requested corrections with the Case management for Invoice Operations application. * Use process mining to mine the configured base system project to investigate the causes of long resolution times. See [Case management for Customer Service Management](https://www.servicenow.com/docs/access?context=csm-case-management&family=yokohama&ft:locale=en-US) for more information. | | Zurich | * Sharing task plan templates ensures that only authorized users can access, edit, or share templates based on their role and location, preventing misuse and maintaining operational integrity. * View the most relevant services that are available for customers when creating customer service cases. * View and select from the available entitlements that are associated with the customer, product, and contract information to associate multiple entitlements with customer service cases. * Filter the service definitions that are displayed to agents based on such criteria as the assigned role or group, or entity criteria. See [Case management for Customer Service Management](https://www.servicenow.com/docs/access?context=csm-case-management&family=zurich&ft:locale=en-US) for more information. | | Australia | * Add dependencies between task plan template items to define predecessor--successor relationships using the supported dependency types: Finish to start, Start after start, and Start together * Provide a visual governance experience to define and manage user access enabling business process owners to configure relationships with clarity. * Major cases now have the same case type as the original case, and associated child cases also have the same case type. * Enhancements to task plan templates to support task dependency, and to support document attachments in task plan template items. * Migrating several applications from family to store. See [Case management](https://www.servicenow.com/docs/access?context=csm-case-management&family=australia&ft:locale=en-US) for more information. | [ ]