Combined Problem Management release notes for upgrades from Yokohama to Zurich

  • Release version: Zurich
  • Updated August 11, 2026
  • 3 minutes to read
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    Summary of Combined Problem Management release notes for upgrades from Yokohama to Zurich

    This document consolidates the release notes related to Problem Management for ServiceNow upgrades from the Yokohama to Zurich release families. It provides a clear view of new features, changes, removals, deprecations, activation details, and other relevant information to assist ServiceNow customers in preparing for their upgrade.

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    New Features

    • Yokohama Release: Introduction of the snservicedeskagent user role aimed at tier 1 service desk agents to improve operational efficiency. This role streamlines tasks such as gathering and verifying information and facilitates quicker issue resolution. It includes several subordinate roles (snincidentwrite, snproblemwrite, snchangewrite, snrequestwrite, trackedfilereader) and integrates additional roles (knowledgeuser and nowassistpaneluser) when the ITSM Gen AI plugin is installed. This role is compatible with Service Operations Workspace version 6.1 and later.
    • Problem Models: Problem Management models were introduced to simplify problem and problem task management by providing configurable state transitions and conditions. This functionality is included by default in the base system for new or zBoot customers.
    • Zurich Release: No new features were introduced specifically for Problem Management.

    Changes, Removals, and Deprecations

    There were no changes, removals, or deprecations in Problem Management functionality between Yokohama and Zurich releases.

    Activation Information

    Problem Management is an active feature by default as part of the ServiceNow AI Platform starting from Yokohama. No changes to activation were noted for Zurich.

    Additional and Browser Requirements, Accessibility, Localization

    No updates or new requirements were introduced for Problem Management in these areas across Yokohama or Zurich releases.

    Highlights for Customers

    • Enhance tier 1 service desk agent productivity through the dedicated snservicedeskagent role.
    • Simplify your problem management processes by leveraging Problem Management models for streamlined state transitions and workflow control.
    • Prepare for upgrades with confidence knowing no disruptive changes, removals, or deprecations affect Problem Management features between Yokohama and Zurich.

    Consolidated page of all release notes for Problem Management from Yokohama to Zurich.

    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 Zurich.

    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 Zurich

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

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    New features

    Between your current release family and Zurich, new features were introduced for Problem Management.

    Release Release notes

    Yokohama
    User role for service desk agents
    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

    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.

    Changes

    Between your current release family and Zurich, some changes were made to existing Problem Management features.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Removed

    Between your current release family and Zurich, some Problem Management features or functionality were removed.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Deprecations

    Between your current release family and Zurich, some Problem Management features or functionality were deprecated.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Activation information

    Review information on how to activate Problem Management.

    Release Release notes

    Yokohama

    Problem Management is a ServiceNow AI Platform feature that is active by default.

    Zurich

    		 No updates for this release.

    Additional requirements

    If any additional requirements were introduced or changed for Problem Management we have noted them here.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Browser requirements

    If any specific browser requirements were introduced or changed for Problem Management we have noted them here.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Accessibility information

    Review details on accessibility information for Problem Management, such as specific requirements or compliance levels.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Localization information

    If there are specific localization considerations for Problem Management we have noted them here.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Highlight information

    If there are specific highlight considerations for Problem Management we have noted them here.

    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 for more information.

    Zurich

    		 No updates for this release.