Combined ITSM Mobile Agent release notes for upgrades from Yokohama to Zurich

  • Release version: Zurich
  • Updated August 11, 2026
  • 4 minutes to read
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    Summary of Combined ITSM Mobile Agent release notes for upgrades from Yokohama to Zurich

    This document consolidates the ITSM Mobile Agent release notes for ServiceNow customers upgrading from the Yokohama release to the Zurich release. It summarizes new features, changes, removals, and other important upgrade considerations to help you understand the enhancements and prerequisites relevant to your ITSM Mobile Agent experience.

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    New Features

    Key features introduced between Yokohama and Zurich releases include:

    • Incident Record and Activity Summarization: Using GenAI task summarization, you can generate summaries of incident records and related activities (like issue details and actions taken) when adding work notes or reassigning incidents. This reduces effort in drafting notes and is available in the My Team, Major Incidents, and My Work applets. Enabling this requires configuring the Incident summarization skill in Now Assist for ITSM.
    • Custom Alert Tones by Incident Priority: You can assign different alert tones for incidents based on priority levels to ensure timely responses to important tasks.
    • Email Notification Redirection: When opening task record links (incidents, incident tasks, catalog tasks, change requests, change tasks) from email notifications on a mobile device, the system redirects from the mobile web browser directly to the ITSM Mobile Agent app for faster, more intuitive access. This requires the app to be installed and the system property glide.sg.universallinks.enabled set to true.
    • Automatic Incident Priority Setting: Incident priority is automatically determined by the defined impact and urgency levels, maintaining consistent synchronization among these fields. Editing impact and urgency requires adding details to Work notes.

    Changes, Removals, and Deprecations

    There were no updates, removals, or deprecations of ITSM Mobile Agent features between Yokohama and Zurich releases.

    Activation and Additional Information

    • Installation: ITSM Mobile Agent is installed via requests from the ServiceNow Store.
    • Additional Requirements and Browser Compatibility: No changes or new requirements were introduced in these areas for this upgrade path.
    • Accessibility and Localization: No updates or new considerations were noted.

    Practical Benefits for ServiceNow Customers

    Upgrading to Zurich enhances your ITSM Mobile Agent by streamlining incident note-taking with AI-driven summaries, improving notification responsiveness through prioritized alert tones, and simplifying mobile record access via seamless app redirection. These improvements help reduce manual effort, accelerate incident management workflows, and promote consistency in incident prioritization — all essential for mobile-first IT support teams.

    Consolidated page of all release notes for ITSM Mobile Agent from Yokohama to Zurich.

    How to use this page

    To help you prepare for your upgrade, we have combined the cross-family ITSM Mobile Agent 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 ITSM Mobile Agent 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 ITSM Mobile Agent.

    Release Release notes

    Yokohama
    Summarize the incident record and activity information
    When adding work notes to an incident record, use the GenAI task summarization capabilities to summarize an incident record and activity information, such as the issue details or actions taken.
    You can also summarize the incident information when adding work notes when reassigning the incident record. After an information summary is generated, you can edit and add the information as work notes. This feature helps reduce the effort required to draft work notes. The feature is available in the following applets:
    • My team applet
    • Major incidents
    • My work
    To enable this feature in ITSM Mobile Agent, you must configure the Incident summarization skill in Now Assist for ITSM.
    Set alert tones for incident with different priority levels
    Set alert tones for incident with different priority levels. The alert tone can notify you of important actions so you can respond to them quickly.
    Email notification redirection behavior
    Redirect from the mobile web browser to the ITSM Mobile Agent app seamlessly when opening and viewing different task records. This feature is applicable on the following type of records:
    • Incident
    • Incident task
    • Catalog task
    • Change request
    • Change task

    When you select the record link from an email notification on a mobile device, the link opens in the mobile web browser. A pop-up banner then prompts you to view the record in the ITSM Mobile Agent app, which provides a fast and intuitive way to access the records. This feature is applicable only if the following conditions are met:

    • The ITSM Mobile Agent application is installed on the mobile device.
    • The Enable universal links (glide.sg.universal_links.enabled) system property is set to true.
    Set the incident impact, urgency, and priority levels
    Automatically set the incident priority level by defining the impact and urgency levels. This feature determines an incident priority level by maintaining uniform synchronization and consistency between the priority, impact, and urgency levels. When you edit the Impact and Urgency fields, you must add to the Work notes field.

    Zurich

    		 No updates for this release.

    Changes

    Between your current release family and Zurich, some changes were made to existing ITSM Mobile Agent 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 ITSM Mobile Agent 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 ITSM Mobile Agent 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 ITSM Mobile Agent.

    Release Release notes

    Yokohama

    Install ITSM Mobile Agent by requesting it from the ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.

    Zurich

    		 No updates for this release.

    Additional requirements

    If any additional requirements were introduced or changed for ITSM Mobile Agent 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 ITSM Mobile Agent 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 ITSM Mobile Agent, 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 ITSM Mobile Agent 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 ITSM Mobile Agent we have noted them here.

    Release Release notes

    Yokohama
    Starting in the 9.1 release, you can do the following:
    • Summarize the incident record and activity information when adding work notes to an incident record or while reassigning an incident.
    • Set different alert tones for incidents with different priority levels.
    • Set the incident impact and urgency levels to set the incident priority level automatically.
    • Redirect from the mobile web browser to the ITSM Mobile Agent app seamlessly when opening and viewing different task records.

    See ITSM Mobile Agent for more information.

    Zurich

    		 No updates for this release.