--- sourceDocument: brazil Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/delta-yokohama-brazil Release : - brazil ft:locale : - en-US ft:publication_title : - brazil Combined Product Files ft:clusterId : - delta3by bundleId : - delta3by --- # Combined Problem Management release notes for upgrades from Yokohama to Brazil # Combined Problem Management release notes for upgrades from Yokohama to Brazil {#ariaid-title1} Release version: Brazil 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 Brazil This consolidated guide provides ServiceNow customers with a clear view of the Problem Management feature updates, changes, and important upgrade information spanning from the Yokohama to Brazil releases. It serves to facilitate preparation and planning for successful upgrades by summarizing new features, activation details, and operational guidance relevant to Problem Management. Show full answer Show less ## Key Features * **snservicedeskagent User Role:** Introduced in Yokohama, this role is designed to improve operational efficiency for tier 1 service desk agents. It streamlines information gathering, verification, and resolution delivery. The role includes access to incident, problem, change, and request write permissions, as well as tracked file reading capabilities. When the ITSM Gen AI plugin is installed, knowledge and assist panel user roles are integrated into this role. It is compatible starting with Service Operations Workspace version 6.1. * **Problem Models for Streamlined Problem Management:** These models simplify handling problems and related tasks by enabling configuration of state transitions and conditions for moving between states. This functionality is available out-of-the-box for new or zBoot customers, enhancing process efficiency. ## Upgrade and Activation Information * **Upgrade Preparation:** Customers should review pre- and post-upgrade tasks to ensure a smooth transition to the Brazil release. No specific changes, removals, or deprecations were noted between Yokohama and Brazil for Problem Management. * **Activation:** Problem Management is an AI Platform feature that is active by default, requiring no additional activation steps across these releases. ## Additional Notes * No updates, changes, removals, or deprecations were reported for Problem Management in the Zurich, Australia, or Brazil releases beyond those introduced in Yokohama. * There are no changes to browser requirements, accessibility compliance, localization, or highlight information related to Problem Management between Yokohama and Brazil. ## What to Expect By upgrading from Yokohama to Brazil, ServiceNow customers gain enhanced operational efficiency for tier 1 service desk agents through the dedicated **snservicedeskagent** role and benefit from simplified problem management processes enabled by Problem Models. The upgrade maintains stability with no feature removals or deprecations, ensuring continuity of existing workflows alongside these improvements. Consolidated page of all release notes for Problem Management from Yokohama to Brazil. ## 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 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 Problem Management to Brazil Before you upgrade to Brazil, 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. | | Brazil | No updates for this release. | [ ] ## New features Between your current release family and Brazil, new features were introduced for Problem Management. {#dfrn3-problemmanagement-summary__entry__12} | 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. | | Brazil | No updates for this release. | [ ] ## Changes Between your current release family and Brazil, some changes were made to existing Problem Management features. {#dfrn3-problemmanagement-summary__entry__22} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Removed Between your current release family and Brazil, some Problem Management features or functionality were removed. {#dfrn3-problemmanagement-summary__entry__32} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Deprecations Between your current release family and Brazil, some Problem Management features or functionality were deprecated. {#dfrn3-problemmanagement-summary__entry__42} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Activation information Review information on how to activate Problem Management. {#dfrn3-problemmanagement-summary__entry__52} | 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. | | Brazil | 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__62} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | 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__72} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | 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__82} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | 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__92} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | 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__102} | 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. | | Brazil | No updates for this release. | [ ]