Combined Proactive Service Experience Workflows release notes for upgrades from Zurich to Australia

  • Release version: Australia
  • Updated August 11, 2026
  • 3 minutes to read
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    Summary of Combined Proactive Service Experience Workflows Release Notes for Upgrades from Zurich to Australia

    This consolidated guide details the release notes for Proactive Service Experience Workflows upgrades from the Zurich to Australia versions. It helps ServiceNow customers understand the new features, changes, and upgrade tasks required for a smooth transition between these releases. The notes cover multiple aspects such as feature updates, deprecations, activation, and additional requirements, providing a clear roadmap for upgrade preparation and execution.

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    Key Features

    • Granular Admin Role: Introduced to enable developers and administrators to perform specific administrative configurations for Proactive Service Experience Workflows and Product Support for Technology without needing the full admin role, enhancing security and role management.
    • Incident and Change Request Diagnostics: Capabilities to diagnose incidents and change requests within the workflows, including manual creation of resolution tasks to resolve issues efficiently.
    • Product Support for Technology Case Management: Features to review, diagnose, resolve, and close support cases, with renamed application “Product Support for Technology” for clearer identification.
    • Diagnostic and Testing Tools: Users can run diagnostics and execute Configuration Item (CI) tests directly from contextual panels and CI form views, improving troubleshooting efficiency.
    • Visibility Controls: Customers can modify the visibility of the Diagnose tab and run diagnostics from the Decisions table’s contextual panel, allowing tailored user experiences.

    Upgrade and Activation Considerations

    • Pre- and Post-Upgrade Tasks: Customers should review and complete recommended tasks before and after upgrading to Australia to ensure proper functionality.
    • Activation: Proactive Service Experience Workflows must be installed via a request from the ServiceNow Store; no changes were noted from Zurich to Australia.
    • No Updates or Changes: Several areas such as changes, removals, deprecations, additional requirements, browser needs, localization, and accessibility showed no updates between Zurich and Australia, simplifying upgrade impact assessment.

    Key Outcomes for ServiceNow Customers

    • Improved role-based access control through the granular admin role ensures safer and more efficient administration.
    • Enhanced diagnostic capabilities streamline incident and change management workflows, leading to faster issue resolution.
    • Clearer application naming and structured case management improve usability and clarity for support teams.
    • Maintained stability and consistency with no unexpected removals or breaking changes from Zurich to Australia.
    • Simple upgrade process with minimal changes required beyond standard activation and configuration tasks.

    Consolidated page of all release notes for Proactive Service Experience Workflows from Zurich to Australia.

    How to use this page

    To help you prepare for your upgrade, we have combined the cross-family Proactive Service Experience Workflows 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 Proactive Service Experience Workflows to Australia

    Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed.

    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 Proactive Service Experience Workflows.

    Release Release notes

    Zurich
    Components
    The granular admin role enables developers and administrators to complete administrative configuration tasks for Proactive Service Experience Workflows without requiring the full admin role.
    Components
    The granular admin role enables developers and administrators to complete administrative configuration tasks for Product Support for Technology without requiring the full admin role.
    Diagnose and resolve an incident
    Diagnose the incident in the Proactive Service Experience Workflows and create the resolution task manually to resolve the issue.
    Diagnose and resolve a change request
    Review, diagnose, resolve, and close a change request case for the service-related issue experienced by the customer.
    Diagnose and resolve
    Review, diagnose, resolve, and close the Product Support for Technology Case.

    Australia

    		 No updates for this release.

    Changes

    Between your current release family and Australia, some changes were made to existing Proactive Service Experience Workflows features.

    Release Release notes

    Zurich

    		 No updates for this release.

    Australia

    		 No updates for this release.

    Removed

    Between your current release family and Australia, some Proactive Service Experience Workflows features or functionality were removed.

    Release Release notes

    Zurich

    		 No updates for this release.

    Australia

    		 No updates for this release.

    Deprecations

    Between your current release family and Australia, some Proactive Service Experience Workflows features or functionality were deprecated.

    Release Release notes

    Zurich

    		 No updates for this release.

    Australia

    		 No updates for this release.

    Activation information

    Review information on how to activate Proactive Service Experience Workflows.

    Release Release notes

    Zurich

    Install Proactive Service Experience Workflows by requesting it from the ServiceNow® Store.

    Australia

    		 No updates for this release.

    Additional requirements

    If any additional requirements were introduced or changed for Proactive Service Experience Workflows we have noted them here.

    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 Proactive Service Experience Workflows we have noted them here.

    Release Release notes

    Zurich

    		 No updates for this release.

    Australia

    		 No updates for this release.

    Accessibility information

    Review details on accessibility information for Proactive Service Experience Workflows, such as specific requirements or compliance levels.

    Release Release notes

    Zurich

    Australia

    		 No updates for this release.

    Localization information

    If there are specific localization considerations for Proactive Service Experience Workflows we have noted them here.

    Release Release notes

    Zurich

    		 No updates for this release.

    Australia

    		 No updates for this release.

    Highlight information

    If there are specific highlight considerations for Proactive Service Experience Workflows we have noted them here.

    Release Release notes

    Zurich
    • Diagnose the incidents and change requests in the Proactive Service Experience Workflows. Create a resolution task manually to resolve the issue.
    • Run the diagnostics from the contextual panel in the Proactive Service Experience Workflows, Incident, Change request, and Product Support for Technology playbook.
    • Execute tests for a Configuration Item (CI) in the Proactive Service Experience Workflows, Change request, and Product Support for Technology playbook. For Configuration Items (CIs), run related tests directly from the CI form view.
    • Enables your customer to modify the visibility of the Diagnose tab and run diagnostics from the contextual panel in the Decisions table.
    • Technology Product Support Case application is renamed to Product Support for Technology
    • Technology Product Support Case application is renamed to Product Support for Technology.

    See Proactive Service Experience Workflows for more information.

    Australia

    		 No updates for this release.