Combined Universal Request release notes for upgrades from Zurich to Australia

australia Combined Product Files

Release

australia

ft:locale

en-US

ft:publication_title

australia Combined Product Files

ft:clusterId

delta3az

bundleId

delta3az

Combined Universal Request release notes for upgrades from Zurich to Australia

Release version: Australia

Updated August 11, 2026

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Summary of Combined Universal Request release notes for upgrades from Zurich to Australia

This consolidated document provides ServiceNow customers with a comprehensive summary of Universal Request release notes covering upgrades from the Zurich release family to the Australia release family. It highlights new features, changes, deprecations, and activation information designed to help customers prepare for and successfully execute the upgrade.

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New features

Inter-department communication: Enhances collaboration among agents working on associated tickets by introducing Sidebar discussions and Discuss options. It allows controlled agent participation through restricted lists and consistent application of access permissions.
Universal Request Router agentic workflow: Enables employees to request help for services that are difficult to locate in the catalog or require support from multiple departments. This streamlines complex service requests and improves employee experience.

Activation information

To use Universal Request in the Australia release, activate the Universal Request plugin (com.snc.universalrequest). This is a prerequisite to enable the new features and functionality introduced in this release family.

Other considerations

No changes, removals, deprecations, additional requirements, browser requirements, accessibility information, or localization considerations were introduced between Zurich and Australia for Universal Request.

Key outcomes

Improved efficiency in resolving universal requests through enhanced cross-department agent collaboration.
Better support for employees to raise tickets for hard-to-find catalog services or issues requiring multiple departmental inputs using the Agentic AI flow.
Streamlined upgrade process with clear guidance on activation and no additional upgrade blockers.

Consolidated page of all release notes for Universal Request from Zurich to Australia.

How to use this page

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


Release	Release notes
Zurich	No updates for this release.
Australia	Inter-department communication Improve inter-departmental communication by enabling agents to effectively collaborate on associated tickets using the Sidebar discussions and Discuss options. Control agent participation through restricted lists and apply access permissions consistently across associated tickets. Universal Request Router agentic workflow Enable employees to request help with services that are hard to locate in the catalog listing or need support from multiple departments.

Changes

Between your current release family and Australia, some changes were made to existing Universal Request 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 Universal Request 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 Universal Request 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 Universal Request.


Release	Release notes
Zurich	No updates for this release.
Australia	Universal Request is available with activation of the Universal Request plugin (com.snc.universal_request). For details, see Activate Universal Request.

Additional requirements

If any additional requirements were introduced or changed for Universal Request 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 Universal Request 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 Universal Request, 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 Universal Request 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 Universal Request we have noted them here.


Release	Release notes
Zurich	No updates for this release.
Australia	Enable employees raise tickets for hard-to-find catalog services or issues requiring interdepartmental collaboration using the Agentic AI flow for departmental ticket creation. Resolve universal requests efficiently by enabling effective communication among agents from different departments. See Universal Request for more information.