--- 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 Request Management release notes for upgrades from Yokohama to Australia # Combined Request 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) 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 Request Management release notes for upgrades from Yokohama to Australia This consolidated guide assists ServiceNow customers in preparing for upgrades of Request Management from the Yokohama release through to Australia. It summarizes new features, changes, and important upgrade information across multiple release families, helping customers understand what enhancements and modifications to expect and how to apply them effectively. Show full answer Show less ## Key Features * **User Role for Service Desk Agents (Yokohama):** Introduces the `snservicedeskagent` user role to empower level 1 or tier 1 service desk agents with access to change, incident, problem, and request records. This improves operational efficiency and is available starting with Service Operations Workspace version 6.1. * **Enhanced Security Model Adoption (Yokohama):** Implements deny ACLs to prevent unauthorized access to request-related tables, blocking non-authenticated users from any actions such as read, write, delete, create, or report view. This feature requires installation of the ITSM Enhanced Security Features plugin and should be tested in sub-production environments before production deployment. ## Changes * **Configuration Item Sorting (Yokohama):** The Configuration item (CI) field in Requested item forms now displays CIs sorted alphabetically by name rather than grouped by CI class first. This change streamlines identifying available CIs more quickly. * **Coral Theme Introduction (Zurich):** Coral theme becomes the default for new portals, web, and mobile experiences with Next Experience or Core UI enabled. It offers a modern, brand-neutral visual design and includes a dark theme option to enhance readability and reduce eye strain. ## Important Upgrade Information * No new features, removals, deprecations, activation changes, browser requirement updates, or localization adjustments were introduced specifically in the Australia release for Request Management. * Request Management remains an active default feature within the ServiceNow AI Platform across Yokohama and Zurich releases. * Customers upgrading should review and complete pre- and post-upgrade tasks as outlined in the release notes, especially when implementing security enhancements. ## Practical Implications for ServiceNow Customers * Assigning the `snservicedeskagent` role can enhance service desk workflow efficiency by enabling tier 1 agents to manage multiple record types without elevated permissions. * Security improvements with deny ACLs require careful testing to ensure smooth transition and compliance with organizational security policies. * The alphabetical sorting of CIs simplifies the user experience when selecting configuration items in requests, reducing time spent searching. * The Coral theme and dark mode options provide a refreshed interface for end users, potentially improving user engagement and satisfaction. Consolidated page of all release notes for Request Management from Yokohama to Australia. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Request 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 Request Management to Australia Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-requestmanagement-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 Request Management. {#dfrn3-requestmanagement-summary__entry__10} | Release | Release notes | |-|-| | Yokohama | [User role for service desk agents](https://www.servicenow.com/docs/access?context=req-mgmnt-roles-instld-itsm&family=yokohama&ft:locale=en-US) : Improve operational efficiency by providing level 1 or tier 1 service desk agents with access to change, incident, problem, and request records by assigning the sn_service_desk_agent user role. Note: The sn_service_desk_agent user role is available starting with Service Operations Workspace version 6.1. [Enhanced security model adoption for Request Management](https://www.servicenow.com/docs/access?context=request-management-architecture&family=yokohama&ft:locale=en-US) : Prevent unauthorized access to request-related tables using deny ACLs. Non-authenticated user cannot perform any actions such as read, write, delete, create, or report view.This feature is available for new or zBoot customers with the installation of the ITSM Enhanced Security Features (com.snc.itsm.enhanced_security) plugin. Existing or upgrade customers must test and evaluate in their sub-production instance before installing the plugin and implementing the security change in their production instance. | | 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 Request Management features. {#dfrn3-requestmanagement-summary__entry__18} | Release | Release notes | |-|-| | Yokohama | [Sorting configuration items in requested item forms](https://www.servicenow.com/docs/access?context=create-request-workspace&family=yokohama&ft:locale=en-US) : The list of configuration items (CIs) displayed for the Configuration item field in the Requested item form is now displayed and sorted based on the CI names in alphabetical order instead of sorting by CI class and then presenting the CI names in alphabetical order within a class. This change means you can determine whether a particular CI is available more quickly. | | Zurich | 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. | | Australia | No updates for this release. | [ ] ## Removed Between your current release family and Australia, some Request Management features or functionality were removed. {#dfrn3-requestmanagement-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 Request Management features or functionality were deprecated. {#dfrn3-requestmanagement-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 Request Management. {#dfrn3-requestmanagement-summary__entry__42} | Release | Release notes | |-|-| | Yokohama | Activation information : Request Management is a ServiceNow AI Platform feature that is active by default. | | Zurich | Activation information : Request Management is a ServiceNow AI Platform feature that is active by default. | | Australia | No updates for this release. | [ ] ## Additional requirements If any additional requirements were introduced or changed for Request Management we have noted them here. {#dfrn3-requestmanagement-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 Request Management we have noted them here. {#dfrn3-requestmanagement-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 Request Management, such as specific requirements or compliance levels. {#dfrn3-requestmanagement-summary__entry__66} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | Accessibility information : Dark theme : The new Coral theme includes a dark theme option for web and mobile experiences. This option is commonly used to alleviate eye strain and improve readability. | | Australia | No updates for this release. | [ ] ## Localization information If there are specific localization considerations for Request Management we have noted them here. {#dfrn3-requestmanagement-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 Request Management we have noted them here. {#dfrn3-requestmanagement-summary__entry__82} | Release | Release notes | |-|-| | Yokohama | * Improve customer satisfaction and operational efficiency with the sn_service_desk_agent role, which is dedicated to the tier 1 service desk agents. * Restrict unauthorized access to the Request Management tables using deny ACLs. * Quickly determine whether a configuration item (CI) is available to be added to the Configuration item field in the Requested item form by searching the an alphabetized list of available CIs rather than having to first find the CI class list. See [Request Management](https://www.servicenow.com/docs/access?context=c_RequestManagement&family=yokohama&ft:locale=en-US) for more information. | | Zurich | Coral is the new default theme for Next Experience and Core UI, offering a more modern experience. See [Request Management](https://www.servicenow.com/docs/access?context=c_RequestManagement&family=zurich&ft:locale=en-US) for more information. | | Australia | No updates for this release. | [ ]