--- 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 Problem Management release notes for upgrades from Yokohama to Australia # Combined Problem Management 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) 3 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 Yokohama to Australia This consolidated release notes document provides ServiceNow customers with a comprehensive view of updates, new features, changes, and activation details related to Problem Management across releases from Yokohama through Australia. It is designed to assist in preparing for upgrades by summarizing all relevant information in one place. If no updates are applicable for a particular release, the notes explicitly state this for clarity. Show full answer Show less ## New Features * **snservicedeskagent User Role (Yokohama)**: Introduced to enhance operational efficiency for tier 1 service desk agents by streamlining information gathering, verification, and resolution processes. This role includes permissions for incident, problem, change, and request management along with tracked file reading. When the ITSM Gen AI plugin is installed, it also incorporates knowledgeuser and nowassistpaneluser roles. It is available starting with Service Operations Workspace version 6.1. * **Problem Models for Streamlined Problem Management (Yokohama)**: Enables simplified management of problems and problem tasks through configurable state transitions and conditions. This functionality is included in the base system for new or zBoot customers, facilitating more efficient problem lifecycle management. ## Changes, Removals, and Deprecations There were no changes, removals, or deprecations to Problem Management features between Yokohama and Australia releases. ## Activation and Additional Requirements * Problem Management is an AI Platform feature active by default in Yokohama and later releases. * There are no new additional requirements, browser requirements, accessibility, or localization changes reported for Problem Management between Yokohama and Australia. ## Key Outcomes for ServiceNow Customers * Customers upgrading from Yokohama to Australia can expect consistent Problem Management functionality without feature removals or deprecations. * The introduction of the **snservicedeskagent** role supports improved efficiency for service desk agents, potentially reducing resolution times and improving service quality. * **Problem Models** provide a streamlined approach to problem lifecycle management, helping teams manage problem states and transitions more effectively. * No additional activation steps are needed as Problem Management remains enabled by default. Consolidated page of all release notes for Problem Management from Yokohama 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 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 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 | |-|-| | 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__10} | Release | Release notes | |-|-| | 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__18} | Release | Release notes | |-|-| | 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__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 Problem Management features or functionality were deprecated. {#dfrn3-problemmanagement-summary__entry__34} | Release | Release notes | |-|-| | 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__42} | Release | Release notes | |-|-| | 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__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 Problem Management we have noted them here. {#dfrn3-problemmanagement-summary__entry__58} | Release | Release notes | |-|-| | 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__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 Problem Management we have noted them here. {#dfrn3-problemmanagement-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 Problem Management we have noted them here. {#dfrn3-problemmanagement-summary__entry__82} | Release | Release notes | |-|-| | 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. | [ ]