Service Portal release notes

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Service Portal release notes - Australia Release

    The ServiceNow® Service Portal application offers a modular framework to build mobile-friendly self-service portals for customers and employees. The Australia release introduces several enhancements to improve user experience, accessibility, authentication, and visual customization.

    Show full answer Show less

    Key Features

    • Updated User Interface: A refreshed look for the Service Portal enhances usability.
    • New Organization Chart Widget: Displays additional employee details such as default and secondary field names, location, and department to improve organizational visibility.
    • Portal-Specific Authentication: Allows configuring different authentication methods for each portal, enabling tailored login experiences without customizing the core Service Portal authentication. For example, use Okta for internal portals and Microsoft Azure for external ones.
    • Accessibility Enhancements: Improved navigation for screen readers by incorporating semantic HTML tags within the portal design, aiding users with visual impairments.
    • Dark Theme Support: Introduces a Coral dark theme variant to enhance focus, readability, and reduce eye strain.
    • Theme Variants: Ability to create and apply multiple theme variants to better align the portal’s visual appearance with organizational branding.
    • Approval Configuration with AI Assistance: AI-powered checklist generation from documents stored in integrated cloud providers like Microsoft SharePoint, Google Drive, or internal tables.

    Activation and Availability

    Service Portal is an AI Platform feature that is active by default and available through the ServiceNow Store. The dark theme and accessibility improvements are enabled within the Service Portal Designer.

    Related Applications

    • Sitemap Generator: Automatically generates XML sitemaps to boost SEO for public portal pages.
    • Now Assist AI Agents: Automate responses and complex tasks to reduce live agent workload and improve productivity.
    • AI Search: Provides a consumer-grade search experience within ServiceNow AI Platform.
    • Authentication: Validates user identities and authorizes access based on roles and job functions.

    Practical Benefits for ServiceNow Customers

    • Deliver enhanced, branded, and accessible self-service portals tailored to diverse user groups.
    • Configure multiple portals with distinct authentication methods to meet varying security requirements.
    • Leverage AI to streamline approval processes and reduce manual workload.
    • Support users with disabilities through improved semantic navigation and accessible design.
    • Improve portal usability and engagement through updated UI and dark theme options.

    The ServiceNow® Service Portal application enables you to build mobile-friendly self-service experiences for your customers and employees with a modular portal framework. Service Portal was enhanced and updated in the Australia release.

    Service Portal highlights for the Australia release

    • View the updated user interface for the Service Portal New Organization Chart widget. It includes additional display configurations, such as default and secondary field names.
    • Use portal-specific authentication methods to allow users access to different portals without having to customize Service Portal authentication.
    • Enhance Service Portal accessibility navigation for screen readers by using semantic tags.
    • Use a Coral dark theme on a portal to improve focus, readability, and accessibility.
    • Create theme variants for the Service Portal themes to tailor the visual experience for your users.

    See Service Portal for more information.

    Important:
    Service Portal is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

    New in the Australia release

    Configure Service Portal Approval Configuration record

    The Approval assistance AI agent allows checklist generation from documents that are stored in integrated third-party cloud providers such as Microsoft SharePoint, Google Drive, or a custom internal table.

    New Organization Chart widget

    Use the Service Portal New Organization Chart widget to show additional display configurations, such as default and secondary field names, location, department, and so on, to gain visibility into employees within their organization.

    Create a portal
    Configure and apply different authentication configurations for each portal to enable different login experiences for each portal. For example, you can set an authentication method like Okta for an internal employee portal or use Microsoft Azure for an external portal.

    UI changes

    Create a portal theme

    Create theme variants for Service Portal themes to tailor the visual experience for your users, which can help you match your brand.

    Activation information

    Service Portal is a ServiceNow AI Platform feature that is active by default.

    Accessibility information

    Enable dark theme

    Use the Dark theme in Service Portal to improve focus and provide better accessibility support. This option is commonly used to alleviate eye strain and improve readability.

    Add and edit more semantic tags within the Service Portal Designer to define key areas of a portal to support clearer navigation and descriptions for screen readers. This update helps users who are blind or have low vision by making it easier for assistive technology to identify and understand different sections of each page.

    Related ServiceNow applications and features

    Sitemap Generator
    Define and automatically generate XML sitemaps to improve the search engine optimization (SEO) of your public portal pages.
    Now Assist AI agents
    AI agents can perform tasks that range from simple automated responses to complex problem solving. By using AI agents, you can reduce the workloads of your live agents and help increase their productivity.
    AI Search
    The ServiceNow® AI Search application provides a consumer-grade search experience for ServiceNow AI Platform® users.
    Authentication
    Authentication in ServiceNow validates the identity of a user who accesses an instance, and then authorizes the user to features that match the user's role or job function.