Combined Case and Knowledge Management release notes for upgrades from Zurich to Australia

  • Release version: Australia
  • Updated August 11, 2026
  • 3 minutes to read
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    Summary of Combined Case and Knowledge Management Release Notes for Upgrades from Zurich to Australia

    This consolidated release notes document assists ServiceNow customers in preparing for upgrades from the Zurich to the Australia release family specifically for Case and Knowledge Management. It summarizes new features, changes, removals, deprecations, activation steps, and other relevant information to help customers understand what has changed and how to apply it effectively.

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    New Features

    • Granular Roles: Introduces more precise security controls for HR data by enabling granular admin roles within Case and Knowledge Management, enhancing data protection.
    • COE Security Diagnostics: Provides HR administrators a tool to identify which users have access to HR cases based on Center of Excellence (COE) security policies, including visibility into the specific policies restricting access.
    • ER Consolidated List in HR Agent Workspace: Offers a comprehensive view of all related Employee Relations (ER) cases through a consolidated dashboard, improving case management efficiency.

    Changes, Removals, and Deprecations

    There are no changes, removals, or deprecations reported for Case and Knowledge Management between Zurich and Australia releases. This stability ensures continuity in your existing configurations and workflows.

    Activation Information

    To enable Case and Knowledge Management features in Australia, activate the Human Resources Scoped app: Core [com.snhrcore]. This is a necessary step to access the updated capabilities.

    Additional Notes

    • Browser, Accessibility, and Localization: No new requirements or updates were introduced in these areas for this upgrade.
    • Highlight Information: Emphasizes the importance of restricting HR data access using granular admin roles and leveraging COE Security Diagnostics to audit user permissions effectively.

    Consolidated page of all release notes for Case and Knowledge Management from Zurich to Australia.

    How to use this page

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

    Release Release notes

    Zurich

    		 No updates for this release.

    Australia
    Granular roles
    Provide tighter security to HR data using the granular admin roles in Case and Knowledge Management.
    Use COE Security Diagnostics
    Enable HR administrators to determine which users have access to HR cases within an instance based on COE security policies. HR administrators can also review the specific COE security policies that restrict user access.
    ER Consolidated List in HR Agent Workspace
    Get a holistic view of all related tables for all the ER cases using the ER cases consolidated view in the Employee relations dashboard.

    Changes

    Between your current release family and Australia, some changes were made to existing Case and Knowledge Management features.

    Release Release notes

    Zurich

    		 No updates for this release.

    Australia

    		 No updates for this release.

    Removed

    Between your current release family and Australia, some Case and Knowledge Management 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 Case and Knowledge Management 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 Case and Knowledge Management.

    Release Release notes

    Zurich

    		 No updates for this release.

    Australia

    Case and Knowledge Management is available with activation of the Human Resources Scoped app: Core [com.sn_hr_core]. See Activate plugin for more information.

    Additional requirements

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

    Release Release notes

    Zurich

    		 No updates for this release.

    Australia

    		 No updates for this release.

    Accessibility information

    Review details on accessibility information for Case and Knowledge Management, 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 Case and Knowledge Management 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 Case and Knowledge Management we have noted them here.

    Release Release notes

    Zurich

    		 No updates for this release.

    Australia
    • Restrict access to HR data with Granular admin roles in Case and Knowledge Management.
    • Find users who can access HR cases in an instance based on COE security policies, using the COE Security Diagnostics tool.

    See Case and Knowledge Management for more information.