--- sourceDocument: australia Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/australia/delta-zurich-australia Release : - australia ft:locale : - en-US ft:publication_title : - australia Combined Product Files ft:clusterId : - delta3az bundleId : - delta3az --- # Combined Return Merchandise Authorization release notes for upgrades from Zurich to Australia # Combined Return Merchandise Authorization release notes for upgrades from Zurich 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 Return Merchandise Authorization release notes for upgrades from Zurich to Australia This consolidated release notes page provides ServiceNow customers with a comprehensive view of the changes, new features, and important upgrade information related to the Return Merchandise Authorization (RMA) application from the Zurich to Australia release versions. It is designed to help you prepare and execute your upgrade effectively by summarizing cross-family updates in one place. Show full answer Show less ## Key Features * **Return Merchandise Authorization (Zurich)**: Customers can create cases for defective products within a defined warranty period, simplifying the RMA process. * **Granular Roles in Install Base Management (Zurich)** : New granular roles have been introduced to provide finer administrative control over install base and sold product entities. These roles supplement the existing `sninstallbase.installbaseadmin` role and include read, write, create, delete permissions, plus customer data and case viewer roles. * **RMA Case Flow Enhancements (Zurich)**: Agents can now initiate, track, and close RMA cases related to install base items directly within Agent Workspace, improving workflow efficiency and bridging self-service with full agent support. ## Important Upgrade Information * **Activation** : RMA Case Management is available by activating the `sncsmrmacase` plugin via the ServiceNow Store. Customers must request installation through the Store. * **Browser Support**: Starting with Zurich, RMA Case Management does not support mobile devices or Internet Explorer browsers, so plan accordingly for user access. * **No Changes in Australia Release**: There are no new features, updates, removals, or deprecations for RMA in the Australia release beyond those introduced in Zurich. ## Key Outcomes * Streamlined sales return process through case creation within warranty periods and enhanced agent workspace integration. * Improved administrative control over install base management with granular role assignments. * Clear activation path via ServiceNow Store ensuring proper plugin setup for RMA functionalities. * Understanding of supported browsers aids in planning user environments and training. Consolidated page of all release notes for Return Merchandise Authorization from Zurich 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 Zurich 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 | |-|-| | 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__8} | Release | Release notes | |-|-| | 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__14} | Release | Release notes | |-|-| | 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__20} | Release | Release notes | |-|-| | 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__26} | Release | Release notes | |-|-| | 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__32} | Release | Release notes | |-|-| | 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__38} | Release | Release notes | |-|-| | 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__44} | Release | Release notes | |-|-| | 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__50} | Release | Release notes | |-|-| | 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__56} | Release | Release notes | |-|-| | 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__62} | Release | Release notes | |-|-| | 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. | [ ]