--- sourceDocument: Store Version History Release Notes sourceDocumentLink: https://www.servicenow.com/docs/r/store-release-notes Release : - store ft:locale : - en-US ft:publication_title : - Store Version History Release Notes ft:clusterId : - rnst bundleId : - rnst --- # ITSM Virtual Agent Conversations release notes # ITSM Virtual Agent Conversations release notes {#ariaid-title1} Release version: Store Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 7 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) 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 ITSM Virtual Agent Conversations Release Notes The ITSM Virtual Agent Conversations application on the ServiceNow Store provides a continuously evolving set of virtual agent topics and capabilities designed to enhance IT service management through self-service automation and conversational AI. The release notes document updates from version 3.0.4 (July 2020) through version 9.3.6 (October 2026), highlighting new features, fixes, and improvements that enhance the Virtual Agent's ability to support end users and IT teams effectively. Show full answer Show less ## Key Features * **Pre-built and Custom Topics:** The application includes a wide range of pre-built conversation topics such as managing meetings, walk-up appointments, password resets, hardware issues, Citrix provisioning, Windows 365 Cloud PC provisioning, and Exchange Online email management. * **Actionable Notifications:** Enables interactive notifications for approvals, incident updates, and request status, improving communication and workflow efficiency. * **Multi-language Support:** Topics have been mapped to multiple languages including French Canadian, Dutch, Spanish, Japanese, Italian, Chinese (Simplified), Brazilian Portuguese, and Korean to support global deployments. * **Integration with Enterprise Tools:** Supports Microsoft Exchange Server, Microsoft Teams, Zoom, Cisco Webex, Citrix, Azure AD, and Agent Client Collector (ACC) for automated remediation and device access management. * **Deflection Tracking and Analytics:** Integrated tracking mechanisms help measure topic effectiveness and improve Virtual Agent analytics. * **Improved Localization and UI:** Updates include message localization, rich text editor support, and better handling of HTML and date formats to enhance user experience. ## Key Outcomes for ServiceNow Customers * **Enhanced Self-Service:** Users can quickly resolve common IT issues, manage appointments, meetings, and access requests autonomously via conversational interfaces, reducing workload on service desks. * **Improved Incident and Request Handling:** Automation and notifications streamline incident updates, approvals, and request processing, leading to faster resolution times. * **Global Readiness:** Multi-language support and internationalized topics enable organizations to deploy Virtual Agent solutions effectively across diverse user bases. * **Integration and Extensibility:** Seamless integration with enterprise systems and tools allows customers to extend Virtual Agent capabilities to fit their existing ITSM workflows and infrastructure. * **Continuous Improvement:** Regular updates address known issues, enhance existing topics, and introduce new functionalities, ensuring the Virtual Agent remains current with evolving ITSM needs. ## Practical Considerations ServiceNow customers should refer to the application listing on the ServiceNow Store for system requirements and compatibility details before upgrading. The release history helps plan upgrades by highlighting fixed bugs, deprecated topics, and new features that may impact configured conversations. Leveraging the latest Virtual Agent updates can improve user satisfaction and operational efficiency within IT service management. Version history for the ServiceNow® ITSM Virtual Agent Conversations on the ServiceNow Store. Important: For details on system requirements and family compatibility, view the application listing on the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) website. ## Version history {#store-itsm-va-conversations__section_lr4_jhn_d3b} Version 9.3.6 - October 2026 : Fixed: A Minor string concatenation issue Version 9.3.5 - September 2026 : * Fixed: * Broken actionable notification content for Knowledge Base approval. * HTML sanitization in the Check IT Ticket Status topic template. * Fixed the error message issue in the Collaboration Applications Virtual Agent topic when raising a ticket with a description. * Contextual Search behavior when search queries return fewer than three results. Version 9.3.2 - March 2026 : Fixed: GlideDateTime objects display inconsistent date formats when queried across different records in the same table. Version 9.3.1 - December 2025 : * Fixed: Fixed Virtual Agent templates appearing on incident forms. * Removed: Remove deprecated Virtual Agent topic: "Get Password Reset Link." Version 9.2.4 - May 2025 : Fixed minor bugs.{#store-itsm-va-conversations__latest-va-conversations} {#store-itsm-va-conversations__latest-va-conversations} Version 9.2.3 - November 2024 : Fixed: Error while publishing the "Add Comment To Incident" topic. Version 9.2.2 - August 2024 : Fixed: Resolved issue where text input control is sending topic Sys_Id as plain text instead of prompt. Version 9.2.1 - February 2024 : Fixed: Resolved issue where walkup appointment details card was showing invalid date errors Version 9.2.0 - November 2023 : Changed: Renamed actionable notification topics to be easier to read. Version 9.1.0 - August 2023 : * New: * Added available pre-built topics and plugin dependencies content in the Virtual Agent Designer. * Added email templates for Issue Auto Resolution. * Enabled dialog act for pre-built topics. * Fixed: * Resolved issue with activating actionable notification flows. * Updated category for actionable notifications. * Updated Schedule Meeting EXO topic to handle multiple user records issue. Version 9.0.1 - May 2023 : * New: Enabled AI Search capability to Issue Auto Resolution incident record * Changed: Refactored topics to use newer message localization method Version 8.2.1 - February 2023 : * New: * New topic, Manage Meeting EXO v1.0 to help user manage their meeting. * Schedule a meeting * Reschedule a meeting * Cancel one/all meetings * Changed: Manage Meeting EXO topic has been marked deprecated Version 8.1.2 - November 2022 : New: Deflection nodes added to Manage Walk-up (Template) topic to instrument whether the users were helped while using the topic. Version 8.0.1 - August 2022 : * New: * Self service topic to help users manage their Walk-up check-ins and appointments. 'Manage Walk-up (Template)' will help requesters check in to a queue, or book an in-person/remote appointments or manage their appointments from Virtual Agent Conversation. * Separate topic blocks to take the required action on Walk-up appointments and check-ins * Walk-up Check-in * Schedule Walk-up Appointment * Reschedule Walk-up Appointment * Cancel Walk-up Appointment * Changed: * Walk-up Check-in (Template) topic and its associated NLU intent has been deprecated. * Submit A Request (Template) topic and its associated NLU intent has been deprecated Version 7.1.4 - July 2022 : * Fixed: * Minor issues with OOB topics fixed * Walk-up Check-in * Submit a Request * Create Office 365 Group Version 7.1.2 - May 2022 (San Diego) : * New: * Multi-language support: Mapped ITSM prebuilt topics to new languages supported by ITSM Virtual Agent. * French Canadian * Dutch * Troubleshoot Slow Computer (Agent Clicent Collector) topic helps end users fix their slow computer using Virtual Agent. Topic is built using Agent Client Collector (ACC) for automated remediation. * Deflection tracker: Deflection tracker added to topics to save time. New deflection tracker has been added to prebuilt topics catering to fulfillers and requester topics. * Changed: * Updated Walk-up Checkin topic to include entity recognition. * Updated Manage Meeting (EXO) topic to enable Webex online meeting scheduling, using Manage Meeting topic. * Updated Set OOO reply Exchange Online (Template) to include entity recognition to identify the dates when a user will be out of office. * Updated Set OOO reply Exchange Server (Template) to include entity recognition to identify the dates when a user will be out of office. Version 6.5.3 - May 2022 (Rome) : * Fixed: * Submit a Request: * Issue with showing images for catalog items on the Virtual Agent bot * Inactive catalog item being surfaced on search Version 6.4.1 - February 2022 : * New: Mapping of ITSM OOB Topics to new Language Models (Spanish, Japanese, Italian, Chinese (Simplified), Brazilian Portuguese \& Korean) * Changed: Updated 'Submit a Request' topic to utilize the new entity and vocabulary source to improve catalog search {#store-itsm-va-conversations__ul_alr_334_jsb} Version 6.3.4 - December 2021 : * New: * Provision Citrix Desktop/Application: Helps users get a new Citrix desktop or applications provisioned. * New topics: * Provision Citrix Desktop/Apps (Template) * _citrix_workspace_provision_ {#store-itsm-va-conversations__ul_s5f_qsc_wrb} * New Notification: Citrix provision notification * Functional dependency: Citrix IT Service Management Connector {#store-itsm-va-conversations__ul_r5f_qsc_wrb} * Manage Meeting (MS Exchange Server): Helps on-prem users to schedule, reschedule, and cancel meetings. * New topic: Manage Meetings EXS (Template) * Functional dependency: Microsoft Exchange Server {#store-itsm-va-conversations__ul_t5f_qsc_wrb} * Windows 365 Cloud PC: With this update, any request for Windows 365 Cloud PC would require an approval from manager before getting provisioned. * Topic Updated: Windows 365 Cloud PC (Template) * Flow created for approval: Request Windows 365 Cloud PC * Catalog Item: Windows 365 Cloud PC * Functional dependency: Azure AD {#store-itsm-va-conversations__ul_u5f_qsc_wrb} {#store-itsm-va-conversations__ul_q5f_qsc_wrb} {#store-itsm-va-conversations__ul_mxd_qsc_wrb} Version 6.2.3 - November 2021 : * Fixed: * Fixes for book Conference Room EXO and EXS topics * MS Teams Custom control is shipped as active {#store-itsm-va-conversations__ul_bns_44h_4rb} * Changed: * Updated Create Change Request and Create Problem topics to show Configuration Item (CI) list * Updated RSA Token topic to support device entity * Changes to GuestWifiAccess Topic, Submit a Request, Check IT Ticket Status topics * Updated content for Troubleshoot MS teams topic block {#store-itsm-va-conversations__ul_efr_p4h_4rb} {#store-itsm-va-conversations__ul_cpm_44h_4rb} Version 6.2.0 - October 2021 : * New: * New topic: Local Admin Access -- ACC (Template) - Helps user get admin access on their MAC device. The agent (Agent Client Collector i.e. ACC) running on the user's device provides the access automatically. * New actionable notification: Software Installation {#store-itsm-va-conversations__ul_qzl_kvm_2rb} * Changed: * Add User To Office 365 Group (Template): Add multiple users simultaneously * Deflection tracker added to below self-service topics: * Local Admin Access (Template) * Book Conference Room EXO * Book Conference Room OnPrem (Template) * My Assigned Equipment (Template) * Service Disruptions (Template) * Open IT Ticket 2.0 (Template) * VPN Connectivity (Template) * Check IT Ticket Status (Template) * Escalate IT Ticket (Template) * Meeting Room Issues (Template) * Guest Wifi Access (Template) * Walk-up Check-in * Process Approval (Template) * Submit a request (Template) {#store-itsm-va-conversations__ul_jzm_mvm_2rb} {#store-itsm-va-conversations__ul_izm_mvm_2rb} {#store-itsm-va-conversations__ul_zdl_2vm_2rb} Version 6.1.2 - September 2021 : * New: * Windows 365 Cloud PC (Template) topic helps users provision a Windows 365 Cloud PC from Virtual Agent conversation. * MS Teams custom control: User can fill out all the details of a meeting before checking for availability and setting up the meeting. {#store-itsm-va-conversations__ul_gwy_byw_wqb} * Changed: * Deflection Tracker added to topics to improve the Virtual Agent Analytics: * Email Setup (Template) * Repository Access (Template) * RSA Token (Template) * Get Zoom Meeting Recording (Template) * Email Issues (Template) * Printer Issues (Template) * Collaboration Applications (Template) * Hardware Issues (Template) * Add User to AD Group (Template) * Remove User from AD Group (Template) * Create AD Distribution Group (Template) * Show My AD Group Membership (Template) * Add Owner to Office 365 Group (Template) * Remove Office 365 group Owner (Template) * Create Office 365 Group (Template) * Add User to Office 365 Group (Template) * Remove Office 365 group Users (Template) * Get Office 365 Group Details (Template) {#store-itsm-va-conversations__ul_jps_dyw_wqb} {#store-itsm-va-conversations__ul_qgp_dyw_wqb} {#store-itsm-va-conversations__ul_zyw_byw_wqb} Version 6.0.4 - July 2021 : * New: Mapped topics to French and German NLU model intents * Changed: Actionable notification framework upgrade * Removed: Manage Distribution List VA topic (Deprecated) {#store-itsm-va-conversations__ul_plf_glb_3qb} Version 5.4.1 - June 2021 : * New: Topic Block to add MS team meeting link * Changed: * Create Zoom Meeting Link (Template) * Set OOO reply Exchange Server (Template) {#store-itsm-va-conversations__ul_xnx_dlb_3qb} {#store-itsm-va-conversations__ul_wnx_dlb_3qb} Version 5.3.1 - May 2021 : * New: Manage meeting topic to schedule, reschedule and cancel any meeting as a host * Change: Customisable OOO message for Exchange Server {#store-itsm-va-conversations__ul_scd_yct_wpb} Version 5.2.3 - April 2021 : * New: * Actionable Notifications * Approve Topic * Reject Topic * Show Details Topic {#store-itsm-va-conversations__ul_yqb_s13_ppb} * Hardware Issues Topic * Incident Auto Resolution and Topic Mapping {#store-itsm-va-conversations__ul_xqb_s13_ppb} * Changed: * Get Zoom Meeting Recording Topic * Exchange Online Topics * Set OOO Automatic Reply EXO {#store-itsm-va-conversations__ul_arb_s13_ppb} * Exchange Server Topics * Set OOO Automatic Reply OnPrem {#store-itsm-va-conversations__ul_brb_s13_ppb} {#store-itsm-va-conversations__ul_zqb_s13_ppb} {#store-itsm-va-conversations__ul_wqb_s13_ppb} Version 5.1.3 - March 2021 : * New: * Actionable Notifications * Approver - Request Approval Notification * Approver - Requested Item Approval Notification * End User - Request Open on Behalf Of {#store-itsm-va-conversations__ul_t4w_qvn_v4b} {#store-itsm-va-conversations__ul_cxs_qvn_v4b} * Changed: * Updated existing Get Zoom Meeting Recording topic to provide option for sharing recording to calendar invite attendees. * Refactored additional topics to leverage Rich Text Editor. * Flagged Get Password Reset Link topic for deprecation. {#store-itsm-va-conversations__ul_s4d_rvn_v4b} {#store-itsm-va-conversations__ul_igp_mvn_v4b} Version 5.0.3 - February 2021 : * New: * Get Zoom Meeting Recording Topic * Actionable Notifications * Incidents * Service Desk opened incident on behalf of user * Knowledge base article attached * New Comments * Incident Resolved {#store-itsm-va-conversations__ul_ldt_wy3_p4b} * Requested Item - Comments {#store-itsm-va-conversations__ul_zfr_wy3_p4b} * Added support for Incident Auto-Resolution topics {#store-itsm-va-conversations__ul_wjn_py3_p4b} * Changed: * Refactored existing topics to leverage Rich Text Editor {#store-itsm-va-conversations__ul_xjn_py3_p4b} {#store-itsm-va-conversations__ul_vjn_py3_p4b} Version 4.2.3 - January 2021 : * New: * Exchange Online TopicsBook Conference Room EXO * Exchange Server TopicsBook Conference Room OnPrem {#store-itsm-va-conversations__ul_snw_jm3_h4b} * Fixed: Resolved minor translation issues with topics. {#store-itsm-va-conversations__ul_p1w_hm3_h4b} Version 4.1.3 - December 2020 : * New: * Microsoft Active Directory Group Management Topics * Create Distribution List * Add User to a Distribution List * Remove User from a Distribution List * Show Membership Details {#store-itsm-va-conversations__ul_m2y_mwx_xnb} * Exchange Online Topics * Set Email Auto Reply {#store-itsm-va-conversations__ul_jp1_pwx_xnb} * Exchange Server Topics * Set Email Auto Reply {#store-itsm-va-conversations__ul_obx_pwx_xnb} * Collaboration Software Troubleshooting Topic * Topic Blocks * Add Zoom online meeting link to meeting * MS Teams Troubleshooting * Cisco Webex Troubleshooting {#store-itsm-va-conversations__ul_cth_rwx_xnb} {#store-itsm-va-conversations__ul_ppk_mwx_xnb} {#store-itsm-va-conversations__ul_yv2_mwx_xnb} Version 4.0.5 - November 2020 : * Changed: Minor changes to error display messages * Removed: Search KB topic was removed to prevent conflicts with the Search Fallback topic {#store-itsm-va-conversations__ul_qgz_ccf_qnb} Version 4.0.3 - October 2020 : * New: * Office 365 Group Management Topics * Create Office 365 Group * Add User to Office 365 Group * Remove Office 365 Users * Add Owner to Office 365 Group * Remove Office 365 Group Owner * Get Office 365 Group Details {#store-itsm-va-conversations__ul_zqp_rth_gnb} {#store-itsm-va-conversations__ul_pkz_qth_gnb} * Changed: Updated existing topics to leverage reference choice input control {#store-itsm-va-conversations__ul_kg5_qth_gnb} Version 3.0.4 - July 2020 : * New: * 5 additional intelligent and dynamic conversation flows to improve user experience. * Pre-built Predictive Intelligence clustering solution definitions to help identify ITSM Virtual Agent conversations that can best support your business. * ITSM Virtual Agent notifications to automatically notify users on the status of incidents and requests. Full release notes can be found below. https://docs.servicenow.com/bundle/paris-release-notes/page/release-notes/it-service-management/itsm-virtual-agent-rn.html {#store-itsm-va-conversations__ul_a3l_mpp_3mb} {#store-itsm-va-conversations__ul_af2_mpp_3mb}