--- sourceDocument: brazil Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/delta-zurich-brazil Release : - brazil ft:locale : - en-US ft:publication_title : - brazil Combined Product Files ft:clusterId : - delta3bz bundleId : - delta3bz --- # Combined Service Operations Workspace for ITSM release notes for upgrades from Zurich to Brazil # Combined Service Operations Workspace for ITSM release notes for upgrades from Zurich to Brazil {#ariaid-title1} Release version: Brazil Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 15 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 Service Operations Workspace for ITSM Release Notes for Upgrades from Zurich to Brazil Service Operations Workspace (SOW) for ITSM offers a unified, configurable interface for IT service agents to manage incidents, changes, requests, and approvals efficiently. The consolidated release notes cover the upgrade path and enhancements from Zurich through Australia to Brazil releases. This resource helps ServiceNow customers understand new features, changes, compatibility requirements, and administrative controls relevant to their Service Operations Workspace upgrades. Show full answer Show less ## Important Upgrade Information * Ensure compatibility by upgrading related applications such as **Service Operations Workspace ITSM Applications** and **ITOM Applications** together. * Pre- and post-upgrade tasks are critical to complete for a smooth transition to Brazil. * Brazil release introduces an auto-install scheduled job to batch-install SOW advanced applications on new instances with proper entitlements. ## Key Features Introduced * **Investigate Tab Enhancements:** Visualize Configuration Item (CI) metrics in Digital End-User Experience (DEX) and Service Observability (SO) views based on CI class, aiding faster incident investigation. * **SOW Record Page Improvements:** Clickable URLs in incident summaries, contextual side panel actions on CIs, and glide list user management actions. * **Granular Admin Roles:** New roles provide fine-grained access to configure SOW features and organizational policies without full admin privileges. * **Change Request Conflict Detection:** Enhanced UI displays scheduling conflicts, blackout schedules, and overlapping changes to prevent conflicts. * **Interaction Wrap-Up:** Modeless dialog gives agents dedicated time to finalize call/chat interactions before starting new ones. * **Notify Integration:** Microsoft Teams integration with guided setup in Admin Center for streamlined notifications. * **Visual Indicators for Chat:** Color-coded unread message indicators improve SLA adherence and agent productivity. * **Resizable Modals:** Key modals like Copy Incident and Reopen Incident can now be resized for better usability. * **Major Incident Management:** Add multiple similar incidents as child incidents to major incidents, reducing duplicate major incident records. * **On-Call Scheduling Enhancements:** Support for subflows, re-triggering escalations on field changes, custom notification providers, and auto-dismiss alerts. * **Knowledge Article Integration:** Display recently attached tasks within knowledge articles for quick context access. * **UI16 Link Redirection:** Redirect legacy UI16 module links to equivalent SOW experiences, configurable per user group or application. * **Reference Field Auto-Load:** Admin-configurable behavior to optimize reference field searches and improve performance. ## Key Changes and Enhancements * **CAB Workbench:** Risk-highlighted values displayed and improved visual feedback when restoring agenda items. * **List Page Updates:** Unified appearance and functionality for related lists with support for fuzzy count UX properties to enhance performance. * **Dependency View:** Opening dependency views for key fields now utilizes an in-workspace CMDB map tab instead of a browser tab. * **Standard Change Templates:** ITIL users can propose standard change templates directly from change records in SOW. * **On-Call Shift Admin Access:** Users with the rotaadmin role gain access to Teams, Schedules, and Home pages within SOW. * **Post Incident Report (PIR) Actions:** Incidentwrite role users can update, publish, and manage PIRs including co-contributor management. * **Recent List Links:** Recent incidents, interactions, and tasks links now show up to 10 records regardless of timeline, with option to view all. * **Default Attached Knowledge List:** Automatically displays attached knowledge articles on the Related Records tab if present. ## Accessibility Improvements * Support for content reflow and zoom up to 400% without loss of functionality or content, benefiting low vision and screen reader users. * Major Incident Management UI components updated for improved keyboard navigation and screen reader compliance. ## Activation and Compatibility * SOW for ITSM is active by default in each release with versions 8.0 (Zurich), 9.0 (Australia), and 9.5 (Brazil). * Upgrades from previous releases automatically install the appropriate SOW version from the ServiceNow Store. * Check version compatibility between SOW for ITSM and ITOM applications before upgrading. ## Practical Benefits for ServiceNow Customers * Enhanced agent productivity through streamlined interfaces, improved notifications, and expanded administrative controls. * Improved incident and major incident management via AI assistance, similarity detection, and consolidated views. * Reduced risk of scheduling conflicts in change management, Consolidated page of all release notes for Service Operations Workspace for ITSM from Zurich to Brazil. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Service Operations Workspace for ITSM release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Zurich 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 Service Operations Workspace for ITSM to Brazil Before you upgrade to Brazil, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-serviceoperationsworkspaceforitsm-summary__entry__2} | Release | Release notes | |-|-| | Zurich | Upgrade information : Ensure that the following applications have compatible upgraded versions: * Service Operations Workspace ITSM Applications application (sn_sow_itsm_cont) * Service Operations Workspace ITOM Applications application (sn_sow_itom_cont) For more information on compatible versions, see [Version compatibility between Service Operations Workspace for ITSM and Service Operations Workspace ITOM](https://www.servicenow.com/docs/access?context=sow-itsm-itom-version&family=zurich&ft:locale=en-US). | | 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 Service Operations Workspace for ITSM. {#dfrn3-serviceoperationsworkspaceforitsm-summary__entry__10} | Release | Release notes | |-|-| | Zurich | [DEX and SO view in the investigate tab](https://www.servicenow.com/docs/access?context=dex-so-metric-views-investigate-tab&family=zurich&ft:locale=en-US) : Based on the Configuration Item (CI) selected in the Investigate tab and the rules defined in the Investigate CI Experience Rules (sn_sow_investigate_ci_ux_rule) table, the Investigate tab displays the CI metrics in the UI experience dashboard view for the different CI classes: * DEX view - Displayed for the cmdb_ci_computer CI class. * SO view - Displayed for the cmdb_ci_service class. You can select both the affected CIs including service and service offering and caller CIs. [SOW record page enhancements](https://www.servicenow.com/docs/access?context=view-update-inc-overview-tab&family=zurich&ft:locale=en-US) : The SOW record page has the following enhancements: * Add a clickable URL to the Summary section on the Overview tab of an incident record, enhancing navigation and reference capabilities. The Overview page supports URL type of field in read-only mode. * Perform various DEX actions on a CI using actions from the Action library in the contextual side panel of the SOW record page. * Manage user actions on the reference fields of a SOW record page with the following glide list actions: * Add me - Add the logged in user to the field. * Remove me - Remove the logged in user from the field. * Add multiple users - Add multiple users to the field. * Add multiple records - Add multiple records to the field. [View recent tasks in a knowledge article record](https://www.servicenow.com/docs/access?context=work-knowledge-article&family=zurich&ft:locale=en-US) : Configure the Display recent task for knowledge article (glide.knowman.recent_task.display) system property to view the recent task records to which the knowledge article is recently attached. You can select the task record link to open the task record in a new tab with the workspace view. [Introduction of Granular Admin roles in SOW](https://www.servicenow.com/docs/access?context=roles-in-sow&family=zurich&ft:locale=en-US) : The following granular admin roles are introduced in SOW: * sn_sow_admin.sn_sow_admin: Provides access to SOW Admin Center page for SOW configurations. Admins can use the role to configure SOW features and maintain organizational policies. * sn_sow_inc_sn_incident_sow_admin: Provides access to SOW Admin Center pages for configurations related to Incident Management features. * sn_sow_mim.sn_mim_sow_admin: Provides access to the SOW Admin Center pages for configurations related to Major Incident Management (MIM) features. * sn_sow_on_call.sn_on_call_sow_admin: Provides access to the SOW Admin Center pages for On-Call Scheduling configurations. * sn_sow_problem.sn_problem_sow_admin: Provides access to the SOW Admin Center pages for Problem Management configurations. [View conflicts in the change request form](https://www.servicenow.com/docs/access?context=create-change-sow&family=zurich&ft:locale=en-US) : The improved schedule and conflicts section added in the change request form displays the scheduling conflicts for a change request. If a scheduling conflict exists, conflict detection also provides details of any related blackout or maintenance schedules and other active change requests to determine the scheduling conflict. You can use the resulting information to review and modify the change request details to eliminate conflicts. You can also manually check and manage conflicts.For more information on conflict detection, see [Conflict detection](https://www.servicenow.com/docs/access?context=c_ConflictDetection&family=zurich&ft:locale=en-US). [Interaction wrap up with modeless dialog](https://www.servicenow.com/docs/access?context=interaction-wrap-up-sow&family=zurich&ft:locale=en-US) : Provide agents with dedicated time after each call or chat to finalize the interaction details and wrap up their work before starting a new conversation. [Configuring Notify in Service Operations Workspace](https://www.servicenow.com/docs/access?context=configure-notify-sow&family=zurich&ft:locale=en-US) : Configure Notify with Microsoft Teams SOW in Admin Center using the guided setup. [Visual indicators for unread messages](https://www.servicenow.com/docs/access?context=sow-itsm-workspace-chat-session-tabs-configure&family=zurich&ft:locale=en-US) : To help agents maintain the Service Level Agreement (SLA) for chats, visual indicators are available on chat session tabs in the SOW. These indicators include color codes, where tabs with unread messages are highlighted in different colors. Inactive tabs display a purple background color to indicate that a message has been received. Tab colors shift to yellow and then to red to highlight critical wait times. These enhancements aim to improve customer service by ensuring quick response time, increase productivity by helping agents manage multiple chats more effectively, and reduce stress by providing clear visual cues, ultimately leading to better SLA compliance and higher service quality. [Resize modal in Service Operations Workspace](https://www.servicenow.com/docs/access?context=view-update-inc-overview-tab&family=zurich&ft:locale=en-US) : Optimize your viewing experience by resizing the following modals in SOW: * Copy incident * Report knowledge gap * Reopen incident [Add similar incidents to major incident record](https://www.servicenow.com/docs/access?context=managing-major-incident-sow&family=zurich&ft:locale=en-US) : Find multiple similar incidents and add them as child incidents to a major incident or major incident candidate record from the child incident related list in the Related records tab of the major incident record. Similar incidents are retrieved based on the similarity solution definition that can be configured to train on various fields such as Short description and Description. Adding the similar incidents as child incidents to the major incident record ensures avoiding the creation of multiple major incident records for the same issue. [On-Call Scheduling enhancements in Service Operations Workspace](https://www.servicenow.com/docs/access?context=work-on-escalation-trigger-rules-and-policies-in-sow&family=zurich&ft:locale=en-US) : On-call scheduling in SOW has the following enhancements: * The On-call trigger rule page is enhanced to support and select subflows. * The On-call trigger rule page is enhanced for supporting re-triggering escalations on configured fields such as Priority. Re-triggering is enabled whenever the value in the configured field changes. * Configure custom providers as channels for on-call escalation notifications. * Send the on-call escalations notifications to all stakeholders when any of the record fields configured using the on-call trigger rules are modified. [Auto-dismiss the alerts and notification in Service Operations Workspace](https://www.servicenow.com/docs/access?context=configure-alerts-auto-dismiss-sow&family=zurich&ft:locale=en-US) : Configure the alerts and notifications in SOW to automatically dismiss within the specified time. Auto-dismissal of the alert notification reduces the user effort in manually dismissing the notification. By default, the base system has the following settings: * Auto-dismiss is turned on for alert notification of type info, positive (success) and low and has the timeout value of three seconds. * Auto-dismiss is turned off for alert notification of type critical, high, moderate, and warning. * The time label is turned off and only a visual time indicator is displayed. * The alert notification content is expanded. | | Australia | [Review AI incident summary and suggestions in the incident record](https://www.servicenow.com/docs/access?context=view-update-inc-overview-tab&family=australia&ft:locale=en-US) : Investigate and resolve incidents efficiently by reviewing the AI-generated incident summary and suggested resolution plan in the AI summary and suggestions card on the Overview tab of an incident record. If the Overview tab is hidden for L1 service desk agents, the card appears on the Details tab. [UI16 links to SOW redirection behavior](https://www.servicenow.com/docs/access?context=manage-admin-console-sow-itsm&family=australia&ft:locale=en-US) : Redirect UI16 module links such as forms and lists to the equivalent SOW experience. The UI16 module link redirection behavior is supported for all the applications in SOW when the system property sn_sow_itsm_admin.experience_redirection_enabled.sow is set to true. For new instances, this redirection configuration is automatically available in the base system. For upgrade instances, administrators can configure the redirection behavior from the SOW Admin Center. You can enable this feature for the UI16 links and user groups or specifically for a custom table. You can also enable this feature for specific user groups or all user groups within the custom table or applications in SOW. [Mapping granular admin roles with SOW granular roles](https://www.servicenow.com/docs/access?context=roles-in-sow&family=australia&ft:locale=en-US) : Using granular admin roles, provide full administrative access to the configuration and property pages for the applications in SOW without requiring the administrator (admin) role. These granular admin roles are mapped with ACLs and contain the corresponding existing SOW granular roles. [UX property to hide contextual side panel](https://www.servicenow.com/docs/access?context=manage-admin-console-sow-itsm&family=australia&ft:locale=en-US) : Use the Hide contextual side panel for specific table and tab combination option from the SOW Properties section in the SOW Admin Center to configure the hide ContextualSidebar UX page property. This property enables you to define the table with tab combination for which the default primary contextual side panel must be hidden, prioritizing the embedded contextual side panel within the tab instead. | | Brazil | [Auto install SOW](https://www.servicenow.com/docs/access?context=getting-started-sow&family=brazil&ft:locale=en-US) : A scheduled job is now available that executes a batch installation on a new instance to automatically install applications such as Service Operations Workspace for ITSM Advanced Applications only if the you have the necessary entitlements for the application. This is applicable only on newly provisioned zboot instance. | [ ] ## Changes Between your current release family and Brazil, some changes were made to existing Service Operations Workspace for ITSM features. {#dfrn3-serviceoperationsworkspaceforitsm-summary__entry__18} | Release | Release notes | |-|-| | Zurich | [CAB workbench enhancements](https://www.servicenow.com/docs/access?context=cm-manage-cab-meeting-workbench-sow&family=zurich&ft:locale=en-US) : * Configuration provided for risk-highlighted value is displayed in the agenda item card and CAB meeting details. * Visual feedback is provided when agenda items are restored. [Configure help and order of the remedial action parameters](https://www.servicenow.com/docs/access?context=components-installed-with-remediation-fw&family=zurich&ft:locale=en-US) : Configure the Help and Order fields for the remedial action parameters on the Remedial action parameter \[sn_reacf_remedial_action_parameter\] table if you have the Remedial action admin\[sn_reacf.sn_remedial_action_admin\] user role. [List page enhancements in Service Operations Workspace](https://www.servicenow.com/docs/access?context=work-incident-list-page-sow&family=zurich&ft:locale=en-US) : The list page in SOW has the following enhancements: * The related lists in the Related records tab of the SOW record pages, including those within the record pages as well such as Recent Incidents or Assigned Assets, are updated with the record list bundle. This update provides them with the same appearance, functionality, and user experience as the SOW list page. * The related lists in the Related records tab of the SOW record pages, including the Multi Record Associator (MRA) list, as well as the related lists within the record pages such as Recent Incidents or Assigned Assets, now support the fuzzy count UX page property. You can configure a default value that is applicable to the list for all tables or a value for a specific table such as incident thereby improving the list page performance. [Dependency view changes for reference fields](https://www.servicenow.com/docs/access?context=view-update-inc-overview-tab&family=zurich&ft:locale=en-US) : Selecting the dependency view for the following fields in the incident, problem, change, and request records, opens a unified CMDB map in a new tab within the workspace view instead of a new browser tab: * Configuration item * Service * Service offering [Propose a standard change template](https://www.servicenow.com/docs/access?context=propose-standard-change-sow&family=zurich&ft:locale=en-US) : As a user with the itil role, you can create a standard change template proposal from any change record in SOW. [Service Operations Workspace access for an on-call shift administrator](https://www.servicenow.com/docs/access?context=roles-in-sow&family=zurich&ft:locale=en-US) : Starting in version 8.2, a user with the rota_admin role can access Teams, Schedules, and Home pages in SOW. | | Australia | [Generate, update and publish PIR](https://www.servicenow.com/docs/access?context=review-update-pir-mim-sow&family=australia&ft:locale=en-US) : Perform the following actions on the PIR if you have the incident_write role and added as co-contributor to the PIR: * Update the state or publish the PIR. * Refresh the Incident Summary data on the PIR. * Create PIR custom event. * Search, add, edit and save co-contributors (Users) for PIR. [Configure reference field auto-load behavior from SOW Admin Center](https://www.servicenow.com/docs/access?context=admin-center-sow&family=australia&ft:locale=en-US) : Use the Reference field auto-load behavior option from the SOW Properties section of the SOW Admin Center to configure the Reference search on click (ref_search_on_click) UX page property. The option enables you to configure the automatic searching of field value results displayed for reference fields such as Configuration item, Service offering, and Service. [Recent list links in SOW record](https://www.servicenow.com/docs/access?context=view-inc-record-info-contextual-sidepanel&family=australia&ft:locale=en-US) : Select the Recent incidents, Recent interaction, or Recent tasks links from the Record information side panel of a SOW record displays the 10 most recent records irrespective of their timeline instead of showing the records from last seven days. You can select the View All option to view additional records as well. | | Brazil | [Default Attached knowledge related list](https://www.servicenow.com/docs/access?context=incident-sow&family=brazil&ft:locale=en-US) : The attached knowledge related list now appears in the Related records tab by default, if any Knowledge article attached to the incident record. | [ ] ## Removed Between your current release family and Brazil, some Service Operations Workspace for ITSM features or functionality were removed. {#dfrn3-serviceoperationsworkspaceforitsm-summary__entry__26} | Release | Release notes | |-|-| | 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 Service Operations Workspace for ITSM features or functionality were deprecated. {#dfrn3-serviceoperationsworkspaceforitsm-summary__entry__34} | Release | Release notes | |-|-| | 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 Service Operations Workspace for ITSM. {#dfrn3-serviceoperationsworkspaceforitsm-summary__entry__42} | Release | Release notes | |-|-| | Zurich | Activation information : Service Operations Workspace for ITSM is active by default and its default version is 8.0 in Zurich. When you upgrade from any previous release to Zurich from the ServiceNow Store, Service Operations Workspace for ITSM 8.0 is automatically installed. Important: Service Operations Workspace is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Australia | Activation information : Service Operations Workspace for ITSM is active by default and its default version is 9.0 in Australia. When you upgrade from any previous release to Australia from the ServiceNow Store, Service Operations Workspace for ITSM 9.0 is automatically installed. Important: Service Operations Workspace is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Brazil | Activation information : Service Operations Workspace for ITSM is active by default and its default version is 9.5 in Brazil. When you upgrade from any previous release to Brazil from the ServiceNow Store, Service Operations Workspace for ITSM 9.5 is automatically installed. Note: Service Operations Workspace is available in the ServiceNow Store. For details, see the following activation information. | [ ] ## Additional requirements If any additional requirements were introduced or changed for Service Operations Workspace for ITSM we have noted them here. {#dfrn3-serviceoperationsworkspaceforitsm-summary__entry__50} | Release | Release notes | |-|-| | 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 Service Operations Workspace for ITSM we have noted them here. {#dfrn3-serviceoperationsworkspaceforitsm-summary__entry__58} | Release | Release notes | |-|-| | 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 Service Operations Workspace for ITSM, such as specific requirements or compliance levels. {#dfrn3-serviceoperationsworkspaceforitsm-summary__entry__66} | Release | Release notes | |-|-| | Zurich | Accessibility information : Reflow : The Configurable Workspace supports reflow, which enables pages and content to be zoomed up to 400% through your browser settings without loss of content or functionality. Additionally, content can be enlarged without scrolling in two dimensions at a width equivalent to 320 CSS pixels or a height equivalent to 256 CSS pixels. Page layouts are transformed into a vertical, stacked view automatically when users increase browser zoom to 400%. : This enhancement helps users with low vision or who have trouble seeing web content in a browser due to monitor size, device type, poor lighting, or other situations. Reflow can be turned off with a system property for instances, experiences, and pages. See [\[Placeholder link text to key bundle-platux.auto-reflow\]](https://www.servicenow.com/docs/access?context=auto-reflow&family=zurich&ft:locale=en-US) for details. | | Australia | No updates for this release. | | Brazil | Accessibility information : * Accessibility improvements were made to the Major Incident Management in Service Operations Workspace for ITSM in UI List component, record pages and Major Incident workbench tabs, including keyboard navigation and screen reader support. These updates benefit users who rely on screen readers or other Assistive Technology (AT), keyboard-only users, and users with low vision. * Reflow support for Major Incident Management in Service Operations Workspace for ITSM: Content can be zoomed up to 400% through your browser settings, with page layouts automatically transforming into a vertical, stacked view without loss of content or functionality. This enhancement helps users with low vision or who have trouble seeing web content due to monitor size, device type, poor lighting, or other situations. | [ ] ## Localization information If there are specific localization considerations for Service Operations Workspace for ITSM we have noted them here. {#dfrn3-serviceoperationsworkspaceforitsm-summary__entry__74} | Release | Release notes | |-|-| | 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 Service Operations Workspace for ITSM we have noted them here. {#dfrn3-serviceoperationsworkspaceforitsm-summary__entry__82} | Release | Release notes | |-|-| | Zurich | * Propose a standard change template from a change record in Service Operations Workspace (SOW). * Experience enhanced meeting and pagination controls in the Change Advisory board (CAB) workbench. * Configure the Microsoft Teams integration with Notify in SOW Admin Center. * Use visual indicators like colors and icons on chat session tabs to notify agents about unread messages to maintain the Service Level Agreement (SLA) for the chats in SOW. * Optimize your viewing experience by resizing the modals in SOW. * Find similar incidents and add them as child incidents to a major incident record. * Support subflows in the On-Call trigger rule configurations. * Configure the alerts and notifications in SOW to automatically dismiss within the specified time. * View the dependency map for reference fields in a separate tab within the workspace. * Starting in version 8.2, you can do the following: * Analyze the metrics for configuration items (CIs) in the Digital End-User Experience (DEX) and Service Observability (SO) UI dashboard view on the Investigate tab of an incident record. * Access and configure SOW from the Admin Center using granular feature admin roles. * View the recent task records to which the knowledge article is attached. * Manage user actions on the reference fields with the glide list action. * Perform DEX actions on a Configuration Item (CI) using the Action library from the contextual panel of the record page. * View the details of conflicts detected, and manually run conflict detection in the change request form. * As an on-call shift administrator with the rota_admin role, access Teams, Schedules, and Home pages in SOW. See [Service Operations Workspace for ITSM](https://www.servicenow.com/docs/access?context=sow-landing-page&family=zurich&ft:locale=en-US) for more information. | | Australia | * Redirect UI16 module navigation links to the equivalent SOW experience. * Access SOW configuration and property pages of various SOW applications using granular admin roles. * Improve the focus on relevant contextual information by hiding the contextual side panel for a specific table and tab combination. * Configure reference field auto-load behavior from the SOW Admin Center. * Enable service desk agents to create, manage, and track checklists for Request and RITM records directly within the workspace to confirm that all steps are completed. * Starting in version 9.2, you can do the following: * Perform various actions on the post incident report (PIR) if you have the incident_write role and added as co-contributor to the PIR. * Investigate and resolve incidents by using the AI incident summary and resolution plan suggestion in the Overview tab of an incident record. See [Service Operations Workspace for ITSM](https://www.servicenow.com/docs/access?context=sow-landing-page&family=australia&ft:locale=en-US) for more information. | | Brazil | * Service Operations Workspace provides a unified interface for IT service agents to manage incidents, changes, requests and approvals. It supports configurable dashboards, list views, and record pages for ITSM and ITOM workflows. * You can effectively manage the lifecycle of incidents, requests in Service Operations Workspace. All of these workflows leverage the power of capabilities such collaborations and AI based recommendations. See [Service Operations Workspace for ITSM](https://www.servicenow.com/docs/access?context=sow-landing-page&family=brazil&ft:locale=en-US) for more information. | [ ]