ITSM Virtual Agent Conversations release notes

  • Release version: Store
  • Updated March 12, 2026
  • 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 website.

    Version history

    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.
    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
    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_
        • New Notification: Citrix provision notification
        • Functional dependency: Citrix IT Service Management Connector
      • 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
      • 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
    Version 6.2.3 - November 2021
    • Fixed:
      • Fixes for book Conference Room EXO and EXS topics
      • MS Teams Custom control is shipped as active
    • 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
    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
    • 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)
    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.
    • 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)
    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)
    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)
    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
    Version 5.2.3 - April 2021
    • New:
      • Actionable Notifications
        • Approve Topic
        • Reject Topic
        • Show Details Topic
      • Hardware Issues Topic
      • Incident Auto Resolution and Topic Mapping
    • Changed:
      • Get Zoom Meeting Recording Topic
      • Exchange Online Topics
        • Set OOO Automatic Reply EXO
      • Exchange Server Topics
        • Set OOO Automatic Reply OnPrem
    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
    • 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.
    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
        • Requested Item - Comments
      • Added support for Incident Auto-Resolution topics
    • Changed:
      • Refactored existing topics to leverage Rich Text Editor
    Version 4.2.3 - January 2021
    • New:
      • Exchange Online TopicsBook Conference Room EXO
      • Exchange Server TopicsBook Conference Room OnPrem
    • Fixed: Resolved minor translation issues with topics.
    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
      • Exchange Online Topics
        • Set Email Auto Reply
      • Exchange Server Topics
        • Set Email Auto Reply
      • Collaboration Software Troubleshooting Topic
      • Topic Blocks
        • Add Zoom online meeting link to meeting
        • MS Teams Troubleshooting
        • Cisco Webex Troubleshooting
    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
    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
    • Changed: Updated existing topics to leverage reference choice input control
    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