--- sourceDocument: brazil Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/delta-australia-brazil Release : - brazil ft:locale : - en-US ft:publication_title : - brazil Combined Product Files ft:clusterId : - delta3ba bundleId : - delta3ba --- # Combined Case management for CSM release notes for upgrades from Australia to Brazil # Combined Case management for CSM release notes for upgrades from Australia to Brazil {#ariaid-title1} Release version: Brazil Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 5 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: Upgrades from Australia to Brazil This consolidated release note summary covers updates for Case Management for Customer Service Management (CSM) from the Australia release through to the Brazil release. It is designed to help ServiceNow customers prepare for and understand the key new features, changes, and other relevant information when upgrading their Case Management for CSM solution within this release range. Show full answer Show less ## Key Features * **Task Plan Template Dependencies (Australia Release):** Introduces the ability to create and manage dependencies between task plan template items with supported dependency types such as Finish to Start, Start After Start, and Start Together. This feature ensures controlled task sequencing and prevents invalid dependencies, including circular dependencies. * **Visual Governance and Access Management:** Provides a visual governance experience that allows business process owners to define and manage user access to task plan templates, improving clarity and control over access rights. * **Document Attachments in Task Plan Templates:** Enables attaching documents to task plan template items. Document references are securely stored and accessible based on template state and user permissions, ensuring task owners have seamless access to necessary documents. ## Changes * **Manager Workspace Enhancements:** The Task Plan Template table now includes a Template Dependencies tab showing a node-map view of dependencies between template items, allowing users with appropriate roles to edit or delete dependencies directly. * **Share Plan Modal Improvements:** Includes multiple views for configuring, confirming, and managing access to task plan templates, with features like a search bar and "Select all" option to streamline access management. * **Granular Viewer Roles:** New read-only roles have been added within Case Management to provide tailored access levels for various case and document views, enhancing security and role-based data visibility. * **Major Issue Management Enhancements:** Improved case type consistency for major cases and related child cases, including automatic creation of major cases upon approval and inheritance of case types to reduce manual corrections. * **Flexible Task Dependency Management:** Allows defining schedule offsets for dependencies (minutes, hours, days, or weeks), and managing dependencies from list and view layouts with built-in validation to prevent circular dependencies. * **Case Type Selector Activation:** The case type selector is now enabled by default for creating various case types such as Interaction, Account, Contact, Consumer, Sold Product, and Install Base Item, enhancing user experience during case creation. ## Notable Information * No features or functionalities were removed or deprecated between Australia and Brazil releases for Case Management for CSM. * There were no updates or changes related to activation processes, additional requirements, browser requirements, accessibility, localization, or highlight information for the Brazil release. ## Preparation for Upgrade Before upgrading to the Brazil release, ServiceNow customers should review and complete relevant pre- and post-upgrade tasks as outlined. Understanding the introduced task plan template dependency management, enhanced access governance, and case type consistency improvements will help streamline the upgrade process and leverage new capabilities effectively. Consolidated page of all release notes for Case management for CSM from Australia to Brazil. ## 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 Australia to Brazil. 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 Brazil Before you upgrade to Brazil, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-casemanagementforcsm-summary__entry__2} | Release | Release notes | |-|-| | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## New features Between your current release family and Brazil, new features were introduced for Case management for CSM. {#dfrn3-casemanagementforcsm-summary__entry__8} | Release | Release notes | |-|-| | 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 | | Brazil | No updates for this release. | [ ] ## Changes Between your current release family and Brazil, some changes were made to existing Case management for CSM features. {#dfrn3-casemanagementforcsm-summary__entry__14} | Release | Release notes | |-|-| | 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 | | Brazil | No updates for this release. | [ ] ## Removed Between your current release family and Brazil, some Case management for CSM features or functionality were removed. {#dfrn3-casemanagementforcsm-summary__entry__20} | Release | Release notes | |-|-| | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Deprecations Between your current release family and Brazil, some Case management for CSM features or functionality were deprecated. {#dfrn3-casemanagementforcsm-summary__entry__26} | Release | Release notes | |-|-| | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Activation information Review information on how to activate Case management for CSM. {#dfrn3-casemanagementforcsm-summary__entry__32} | Release | Release notes | |-|-| | Australia | No updates for this release. | | Brazil | 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__38} | Release | Release notes | |-|-| | Australia | No updates for this release. | | Brazil | 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__44} | Release | Release notes | |-|-| | Australia | No updates for this release. | | Brazil | 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__50} | Release | Release notes | |-|-| | Australia | No updates for this release. | | Brazil | 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__56} | Release | Release notes | |-|-| | Australia | No updates for this release. | | Brazil | 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__62} | Release | Release notes | |-|-| | 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. | | Brazil | No updates for this release. | [ ]