Combined Agent Workspace for HR Case Management 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 Agent Workspace for HR Case Management release notes for upgrades from Yokohama to Zurich

    This document consolidates the release notes for upgrading the Agent Workspace for HR Case Management application from the Yokohama release family to Zurich. It provides a comprehensive overview of new features, changes, removals, deprecations, activation steps, and other relevant upgrade considerations to assist ServiceNow customers in preparing for and executing the upgrade efficiently.

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    New features

    Between Yokohama and Zurich, several new features were introduced, primarily in the Yokohama release, as no updates occurred in Zurich:

    • Survey Responses: View employee responses submitted via surveys linked to HR tasks.
    • Response Templates: Automatically display response templates based on the language preference of the selected user.
    • Case Copying: Create copies of existing cases to auto-populate fields, reducing manual data entry.
    • HR Triaging Dashboard: Visualize team case assignments by priority, HR service, or assignment group. Allows drag-and-drop of case cards to update case attributes dynamically.
    • HR Walk-up: Provides deskless workers with easy access to in-person or remote HR assistance via designated walk-up centers.
    • Page Configurations: Customize the layout and functionality of HR Agent landing and case pages with preview capabilities before implementation.
    • PDF Template Preview: Preview attached PDF document templates on HR cases, in addition to HTML templates.
    • Link Child Cases: Associate child cases with a parent HR case for better case management.
    • Delegation List: View cases delegated to or from you, available when the Granular Delegation plugin is activated.
    • Contextual Side Panel Enhancements: Apply template values directly to HR cases and support bulk downloading or deletion of attachments.
    • Bulk Case Request Field Configuration: Configure visible fields in the User segment group form for bulk case requests via the Case Creation Configuration form.

    Changes, Removals, and Deprecations

    There were no changes, removals, or deprecations noted between Yokohama and Zurich for Agent Workspace for HR Case Management.

    Activation and Additional Requirements

    • Activation: Installation of Agent Workspace for HR Case Management requires a request through the ServiceNow Store. No changes to activation steps for Zurich.
    • Additional Requirements: No new or changed requirements were introduced for this upgrade.
    • Browser and Accessibility: No updates to browser requirements or accessibility compliance were documented.
    • Localization: No new localization considerations were introduced.

    Highlight Information

    The HR Triaging Dashboard is a key highlight, enabling efficient review and management of case assignments through an intuitive card-based interface. The HR Walk-up feature enhances support for deskless workers by facilitating in-person or remote assistance, improving HR service accessibility.

    Overall, this upgrade consolidates valuable enhancements that streamline case management, improve user experience, and provide flexible configuration options for HR agents using Agent Workspace.

    Consolidated page of all release notes for Agent Workspace for HR Case Management from Yokohama to Zurich.

    How to use this page

    To help you prepare for your upgrade, we have combined the cross-family Agent Workspace for HR Case 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 Agent Workspace for HR Case 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 Agent Workspace for HR Case Management.

    Release Release notes

    Yokohama
    Survey responses
    View employee responses collected from an employee via the survey form sent through an HR task.
    Response templates
    Display response templates based on the language preference of selected user.
    Copy a case in Agent Workspace for HR Case Management
    Avoid having to fill in the fields of a case manually by creating a copy of a case to auto-populate the case values.
    HR Triaging Dashboard
    View your teams' case assignments based on categories such as priority, HR service, or HR assignment group. Drag a case card from one lane to another to automatically update the priority, HR service, or assignment group of a case.
    HR Walk-up
    Provide a convenient and efficient way for users to seek in-person or remote assistance, report issues, and receive guidance from HR agents through designated walk-up centers.
    Page configurations
    Configure the layout and functionality of the HR Agent landing page or HR case page. You can preview your settings before implementing them.
    PDF template preview
    Preview a PDF document template attached to an HR case rather than being able to preview only HTML document templates.
    Link child cases
    Associate child cases to an HR case.
    Delegation list
    View cases delegated to you or that you have delegated to other HR agents. The Delegation list appears only when you have activated the Granular Delegation (com.glide.granular_service_delegation) plugin.
    Agent Workspace for HR Case Management contextual side panel
    • Apply template values to the HR case without having to fill in values manually.
    • Download or delete multiple attachments at once.
    Configure fields for Bulk case request
    Configure fields that you want to view in the User segment group form in bulk case request through the Case Creation Configuration form.

    Zurich

    		 No updates for this release.

    Changes

    Between your current release family and Zurich, some changes were made to existing Agent Workspace for HR Case 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 Agent Workspace for HR Case 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 Agent Workspace for HR Case 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 Agent Workspace for HR Case Management.

    Release Release notes

    Yokohama

    Install Agent Workspace for HR Case Management 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 Agent Workspace for HR Case 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 Agent Workspace for HR Case 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 Agent Workspace for HR Case 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 Agent Workspace for HR Case 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 Agent Workspace for HR Case Management we have noted them here.

    Release Release notes

    Yokohama
    • The HR Triaging Dashboard enables you to review your teams' case assignments through cases displayed as cards. Once you set up a layout for HR services, priorities, or assignment groups, moving of case cards between lanes, auto-updates the HR service, user assignment, or priority of cases.
    • Provide a convenient and efficient way for deskless workers to seek in-person or remote assistance, report issues, and receive guidance from HR agents through designated walk-up centers.

    See Agent Workspace for HR Case Management (Configurable) for more information.

    Zurich

    		 No updates for this release.