Combined Return Merchandise Authorization release notes for upgrades from Zurich to Australia

australia Combined Product Files

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australia Combined Product Files

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Combined Return Merchandise Authorization release notes for upgrades from Zurich to Australia

Release version: Australia

Updated August 11, 2026

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Summary of Combined Return Merchandise Authorization release notes for upgrades from Zurich to Australia

This consolidated release note page provides ServiceNow customers with a clear view of the Return Merchandise Authorization (RMA) updates and changes from the Zurich release to the Australia release. It is designed to assist customers in preparing for their upgrade by summarizing new features, changes, activation details, and important upgrade tasks relevant to the RMA product.

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New features

Zurich Release: Introduced the ability for customers to create cases for defective products within a specified warranty period, simplifying and streamlining the returns process.
Granular roles were added to Install Base Management, enhancing administrative control. These roles include read, write, create, and delete permissions for install base entities, enabling more precise access management alongside the existing installbaseadmin role.
Australia Release: No new features were introduced in this release.

Changes

Zurich Release: Enhanced the RMA case flow by allowing agents to initiate, track, and close RMA cases for install base items directly within the Agent Workspace. This improvement bridges the gap between self-service and full support, making the sales return process more efficient.
Australia Release: No changes were made.

Activation information

To enable Return Merchandise Authorization, customers must activate the RMA Case Management plugin (sncsmrmacase). This is available through the ServiceNow Store, where customers can request installation and access cumulative release notes for all related apps. No updates to activation procedures were made in the Australia release.

Additional technical considerations

Browser support: Starting with Zurich, RMA Case Management does not support mobile devices or Internet Explorer, which is important for planning user access configurations.
Accessibility, localization, and other requirements: No updates or changes were reported for these areas between Zurich and Australia releases.

Key outcomes for ServiceNow customers

Customers can streamline the returns process by leveraging enhanced RMA workflows and better role-based access controls.
Agents gain improved efficiency through integrated case management in Agent Workspace, facilitating faster resolution of product return cases.
Clear activation steps and compatibility guidelines help ensure smooth upgrade planning and execution from Zurich to Australia.

Consolidated page of all release notes for Return Merchandise Authorization from Zurich to Australia.

How to use this page

To help you prepare for your upgrade, we have combined the cross-family Return Merchandise Authorization release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Zurich to Australia.

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 Return Merchandise Authorization to Australia

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


Release	Release notes
Zurich	No updates for this release.
Australia	No updates for this release.

New features

Between your current release family and Australia, new features were introduced for Return Merchandise Authorization.


Release	Release notes
Zurich	Return Merchandise Authorization Enable customers to create cases for defective products within a specified warranty period, which helps streamline the process. Granular roles in Install Base Management Use the following new granular roles with the sn_install_base.install_base_admin role, which is installed with Customer Service Install Base Management plugin (com.snc.install_base): sn_install_base.install_base_read sn_install_base.install_base_write sn_install_base.install_base_create sn_install_base.install_base_delete sn_customerservice.customer_data_viewer sn_customerservice.case.viewer These roles provide you with more control over administrative tasks related to install base and sold product related entities.
Australia	No updates for this release.

Changes

Between your current release family and Australia, some changes were made to existing Return Merchandise Authorization features.


Release	Release notes
Zurich	Enhancements in the RMA case flow Streamline the sales return process by enabling agents to initiate, track, and close RMA cases for install base items directly within the Agent Workspace. It also bridges the gap between self-service and full support.
Australia	No updates for this release.

Removed

Between your current release family and Australia, some Return Merchandise Authorization features or functionality were removed.


Release	Release notes
Zurich	No updates for this release.
Australia	No updates for this release.

Deprecations

Between your current release family and Australia, some Return Merchandise Authorization features or functionality were deprecated.


Release	Release notes
Zurich	No updates for this release.
Australia	No updates for this release.

Activation information

Review information on how to activate Return Merchandise Authorization.


Release	Release notes
Zurich	Install RMA 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. Return Merchandise Authorization is available with activation of the RMA Case Management plugin (sn_csm_rma_case). For details, see Return merchandise authorization.
Australia	No updates for this release.

Additional requirements

If any additional requirements were introduced or changed for Return Merchandise Authorization we have noted them here.


Release	Release notes
Zurich	No updates for this release.
Australia	No updates for this release.

Browser requirements

If any specific browser requirements were introduced or changed for Return Merchandise Authorization we have noted them here.


Release	Release notes
Zurich	Starting with the Zurich release, RMA Case Management for Sales Customer Relationship Management doesn't support mobile devices and Internet Explorer. For more information, see Browser support.
Australia	No updates for this release.

Accessibility information

Review details on accessibility information for Return Merchandise Authorization, such as specific requirements or compliance levels.


Release	Release notes
Zurich	No updates for this release.
Australia	No updates for this release.

Localization information

If there are specific localization considerations for Return Merchandise Authorization we have noted them here.


Release	Release notes
Zurich	No updates for this release.
Australia	No updates for this release.

Highlight information

If there are specific highlight considerations for Return Merchandise Authorization we have noted them here.


Release	Release notes
Zurich	Streamline sales return by enabling agents to manage RMA cases in Agent Workspace and bridging self-service with full support. Handle product cases efficiently to streamline the return process and enhance the customer experience. See Return Merchandise Authorization for more information.
Australia	No updates for this release.