--- 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 March 12, 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 7 minutes to read 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 9.3.2 - 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}