Combined Request Management release notes for upgrades from Yokohama to Zurich

zurich Combined Product Files

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zurich Combined Product Files

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Combined Request Management release notes for upgrades from Yokohama to Zurich

Release version: Zurich

Updated August 11, 2026

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Summary of Combined Request Management Release Notes for Upgrades from Yokohama to Zurich

This consolidated update provides ServiceNow customers with essential information about Request Management enhancements, changes, and upgrade considerations from the Yokohama release family to Zurich. It is designed to help you prepare for the upgrade by highlighting new features, key changes, activation details, and important pre- and post-upgrade tasks.

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Key Features Introduced

User Role for Service Desk Agents (Yokohama): The snservicedeskagent role enables level 1 or tier 1 service desk agents to access change, incident, problem, and request records, improving operational efficiency. This role requires Service Operations Workspace version 6.1 or later.
Enhanced Security Model (Yokohama): New deny Access Control Lists (ACLs) prevent unauthorized access to request-related tables, blocking all actions for non-authenticated users. This feature is available via the ITSM Enhanced Security Features plugin (com.snc.itsm.enhancedsecurity) and requires careful testing in sub-production environments before production deployment.

Notable Changes

Configuration Item Sorting (Yokohama): The list of configuration items in the Requested item form is now alphabetically sorted by CI name instead of sorting first by CI class. This change enables quicker determination of CI availability for requests.

Activation and Requirements

Request Management remains a default active feature within the ServiceNow AI Platform for both Yokohama and Zurich releases, requiring no additional activation steps post-upgrade.

Additional Information

Zurich Highlights: The Coral theme becomes the new default for Next Experience and Core UI, offering a modernized user interface experience. This update affects overall look and feel but does not change core Request Management functionality.
No features were removed or deprecated between Yokohama and Zurich releases.
No changes were noted for browser compatibility, localization, or accessibility compliance.

Upgrade Considerations

Carefully review and complete all pre- and post-upgrade tasks to ensure a smooth transition.
For security enhancements, test the ITSM Enhanced Security Features plugin in your sub-production instance before enabling it in production to avoid disruption.

This information enables ServiceNow customers to understand the practical impact of upgrading Request Management from Yokohama to Zurich, focusing on security, role-based access improvements, and UI enhancements that improve operational efficiency and user experience.

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

How to use this page

To help you prepare for your upgrade, we have combined the cross-family Request 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 Request 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 Request Management.


Release	Release notes
Yokohama	User role for service desk agents Improve operational efficiency by providing level 1 or tier 1 service desk agents with access to change, incident, problem, and request records by assigning the sn_service_desk_agent user role. Note: The sn_service_desk_agent user role is available starting with Service Operations Workspace version 6.1. Enhanced security model adoption for Request Management Prevent unauthorized access to request-related tables using deny ACLs. Non-authenticated user cannot perform any actions such as read, write, delete, create, or report view. This feature is available for new or zBoot customers with the installation of the ITSM Enhanced Security Features (com.snc.itsm.enhanced_security) plugin. Existing or upgrade customers must test and evaluate in their sub-production instance before installing the plugin and implementing the security change in their production instance.
Zurich	No updates for this release.

Changes

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


Release	Release notes
Yokohama	Sorting configuration items in requested item forms The list of configuration items (CIs) displayed for the Configuration item field in the Requested item form is now displayed and sorted based on the CI names in alphabetical order instead of sorting by CI class and then presenting the CI names in alphabetical order within a class. This change means you can determine whether a particular CI is available more quickly.
Zurich	No updates for this release.

Removed

Between your current release family and Zurich, some Request 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 Request 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 Request Management.


Release	Release notes
Yokohama	Request Management is a ServiceNow AI Platform feature that is active by default.
Zurich	Request Management is a ServiceNow AI Platform feature that is active by default.

Additional requirements

If any additional requirements were introduced or changed for Request 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 Request 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 Request Management, such as specific requirements or compliance levels.


Release	Release notes
Yokohama	No updates for this release.
Zurich

Localization information

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


Release	Release notes
Yokohama	Improve customer satisfaction and operational efficiency with the sn_service_desk_agent role, which is dedicated to the tier 1 service desk agents. Restrict unauthorized access to the Request Management tables using deny ACLs. Quickly determine whether a configuration item (CI) is available to be added to the Configuration item field in the Requested item form by searching the an alphabetized list of available CIs rather than having to first find the CI class list. See Request Management for more information.
Zurich	Coral is the new default theme for Next Experience and Core UI, offering a more modern experience. See Request Management for more information.