Financial Services Operations release notes

  • Release version: Store
  • Updated June 11, 2026
  • 12 minutes to read
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    Summary of Financial Services Operations release notes

    The Financial Services Operations (FSO) application on ServiceNow provides comprehensive capabilities for managing card and non-card dispute cases, including intake, investigation, processing, and closure workflows. It supports integration with major card networks like Visa and Mastercard, includes advanced questionnaire and decision table configurations, and offers features for document management, communication, and case triaging. The application evolves regularly with updates improving dispute intake clarity, workflow automation, compliance, user interface, and integration robustness.

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    Key Features

    • Unified Dispute Intake and Processing: Supports card and ACH dispute cases through a common intake process with tailored questionnaires and decision tables to capture detailed dispute information.
    • Network Integration: Deep integration with Visa and Mastercard, including support for Visa API touchpoints, Mastercard questionnaire and chargeback eligibility rules, and compliance with Visa VROL updates.
    • Case and Transaction Management: Introduction of dispute workspaces, processing lanes, and activity templates for efficient lifecycle management of disputes at both case and transaction levels.
    • Enhanced User Experience: Improved UI policies for dynamic field visibility, multilingual support, and new dashboard landing pages for dispute managers and agents to streamline case handling.
    • Automation and Accuracy: Business rules and scripts automate case prioritization, acknowledgment syncing, and reason code derivation to enhance accuracy and reduce manual effort.
    • Document and Communication Support: Integration with document signing and processing tools, pre-defined email templates with e-signature support, and reusable subflows for document attachment management.
    • Security and Access Control: Adoption of least-privilege granular admin roles, sandbox environment configurations, and fixes for accessibility and security defects.

    Practical Benefits for ServiceNow Customers

    • Improved clarity and efficiency in dispute intake through updated labels, reorganized forms, and additional dispute-specific questions tailored to card network requirements.
    • Streamlined workflows supporting end-to-end dispute management, reducing manual processing time and enhancing accuracy with automated decision-making and data validation.
    • Enhanced compliance with card network regulations and standards, ensuring updated terminology and process alignment with Visa and Mastercard requirements.
    • Better user engagement and productivity via dashboards, workspace enhancements, and integrated agent and customer portals for dispute initiation and management.
    • Robust document handling and communication features enable smooth collection, signing, and storage of dispute-related documentation, improving audit readiness and customer communication.
    • Greater maintainability and scalability through modular AI engagement logic, native case type selectors, and separation of concerns within the application scope.
    • Security improvements and role-based access controls safeguard sensitive data and uphold compliance with enterprise security policies.

    What to Expect

    ServiceNow customers deploying or upgrading Financial Services Operations can expect continuous enhancements focused on dispute processing accuracy, compliance with card network standards, user experience improvements, and integration robustness. Regular updates introduce new questionnaire items, workflow automations, and UI refinements to keep pace with evolving financial services requirements. Customers should review release notes for specific version details to leverage new capabilities and ensure alignment with their operational needs.

    Version history for the Financial Services Operations Financial Services Card Operations 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 12.0.5 - June 2026 (Zurich)
    • Changed:
      • Updated the label for the dispute reason option from "Failed travel merchant-intra-eea and domestic european transactions only" to "Failed travel merchant specific european transactions only" in the Dispute Intake form to improve clarity for users selecting dispute types.
      • Enhanced the Dispute Intake Questionnaire form by reorganizing UI sections and updating field visibility rules to streamline the dispute intake process.
      • Modified client scripts for Credit Voucher Transaction Receipt handling to improve form behavior and validation.
      • Updated UI policies controlling when fields are shown or hidden on the Dispute Intake form to ensure appropriate fields are displayed based on user selections.
    Version 13.2.0 - June 2026
    Changed: Updated Dispute Intake Questionnaire
    Version 13.1.0 - May 2026
    • Changed:
      • Updated internal policy rules to evaluate dispute amount directly from the card dispute transaction instead of from the financial transaction, improving accuracy in policy decisions
      • Added new questions for Visa-specific dispute scenarios to capture additional information during dispute intake.
    • Fixed: Resolved intermittent issue where card dispute fields were not properly disabling when users clicked Continue button in the Verifi integration workflow
    Version 12.0.4 - May 2026 (Zurich)
    New: Added new questions for Visa-specific dispute scenarios in the to capture additional information during dispute intake
    Version 13.0.2 - April 2026
    • New:
      • Added new decision questions, scripts, and macro components to support advanced workflows.
      • Added new UI policies, questions and scripts to align with the latest. visa rev(26.1) changes.
      • Added new activity type templates and mappings to support customer history tracking and management.
    • Updated:
      • Updated few UI policies to align with the latest visa revision(26.1) changes
      • Moved AI engagement event logic to the fso ai scope for better maintainability and separation of concerns.
      • FSO now uses the native CSM Case Type Selector with Agent and User Criteria support, replacing custom extension logic and legacy components to reduce maintenance overhead and standardize case type handling across all user types.
      • Enhanced Verifi integration, including updates to UI policies and supporting files for dispute management.
    • Fixed:
      • Resolved issues with the getMessage function to ensure accurate messaging in the app.
      • Fixed minor issues in the MC for smoother user experience.
    Version 12.0.3 - April 2026
    • Changed
      • Enhanced user interface policies to dynamically show and hide relevant fields based on dispute type and context.
      • Updated fraud section user interface policies to improve form usability and data collection accuracy.
      • Added translations for multiple languages to support global users.
    Version 12.2.0 - March 2026
    • New:
      • Added relationship script to get the sn_bom_transaction for specific consumer and all financial account this consumer holds.
      • Added ACL roles for payment card databroker execute ACLs.
      • Added business rule "Sync case acknowledgment by transactions" to automatically sync case acknowledgment status when all dispute transactions are acknowledged.
      • Added action to zip uploaded documents using Integration Hub zip plugin
      • Added external document IDs field in if folder for Card Data Security. Will be used to store merchant document IDs.
      • Added reusable subflow to attach documents to either skyflow or sys_attachment
      • Added client- and server-side validation to prevent future dates for Dispute Reported Date.
      • Added missing Mastercard reason code mappings to the "Derive Intake Answers from Chargeback Reason Code and Messages" decision table for automatic intake form pre-population for RC 4808, RC 4834
    • Changed:
      • Updated the existing recommendation loader and recommendation component, enhanced the UI actions within the recommendation component
      • Updated default Dispute reported date to the dispute transaction created date (Card dispute transaction table)
      • Updated the read-only option to 'Strict Read Only' for read-only fields
      • Replaced direct references to the admin role with feature-specific granular admin roles to align with least-privilege access principles.
    Version 12.0.1 - February 2026
    Changed: Fixed the accessibility issue on transaction components in the BLSP portal.
    Version 12.0.0 - December 2025
    • New:
      • Initiation Process:
        • Common:
          • Introduced unified intake process for card and non-card (ACH) transactions
          • Enhanced views in Initiation/Review flow to also support ACH transactions in workspace, portal, and VA
          • Added new playbook and decision tables to determine dispute category and reason codes
          • Duplicate check logic and messaging when financial transactions have existing dispute cases
          • Case triaging framework for automating dispute case prioritization
        • Non-cards:
          • ACH Email Communication: Pre-defined email templates with e-signature support for customer communication via Written Statement of Unauthorized Debit (WSUD) forms
          • Document Management: Added support for WSUD document definitions with attachment components
          • New activity for collecting and signing documents in Initiate and Review
          • Added questionnaires for ACH dispute handling
      • Processing:
        • Non-cards:
          • Introduced end-to-end dispute processing from investigation to closure for ACH transactions
          • Defined service level agreements (SLAs) for ACH dispute processes
          • New workspace for handling ACH transactions dispute lifecycle
          • New Email Templates for communication tasks email
        • Cards:
          • Defined service level agreements (SLAs) for Mastercard dispute processes
          • Changes supporting end-to-end Mastercard integration
          • Capability to add documents to a dispute task on workspace
    • Fixed: Fixed the transaction closure flow at investigation stage when the decision taken is to write off the dispute amount
    Version 11.1.0 - October 2025
    • New
      • Enhanced Error Handling
        • Added better error handling when authorization code is not available
        • Implemented fallback logic for missing authorization codes
    • Changed
      • Visa 25.2 VROL Compliance Updates
        • Updated questionnaire with revised terminology for Visa 25.2 VROL compliance
        • Changed transaction-related questions to use ""payment credential"" instead of ""card"" terminology
        • Updated merchant status question to ""Is the merchant insolvent or bankrupt?"" for clarity and compliance
      • Transaction Handling Improvements
        • Made fields conditionally mandatory based on transaction type
        • Enhanced the logic to populate same authorization transactions automatically
        • Improved reference qualifier functionality for same authorization transactions
      • Code Quality Enhancements
        • Enhanced code readability with better variable naming and formatting
        • Optimized query performance for transaction lookups
    • Fixed
      • Reference Qualifier Issues
        • Fixed reference qualifier query by properly using authorization code variable
        • Fixed potential null reference issues in dispute transaction handling
    Version 10.2.2 - October 2025
    • New:
      • Enhanced Error Handling
      • Added fallback logic for missing authorization codes
      • Implemented proper error handling when authorization code is not available
    • Changed:
      • Visa Questionnaire Updates
        • Updated questionnaire with revised terminology for Visa compliance
        • Changed transaction-related questions to use "payment credential" instead of "card" terminology
        • Updated merchant status question to ""Is the merchant insolvent or bankrupt?"" for clarity
        • Transaction Handling Improvements
          • Made fields conditionally mandatory based on transaction type
          • Enhanced the logic to populate same authorization transactions automatically
          • Improved reference qualifier functionality for authorization transactions
          • Updated variable names for better code readability
        • Code Quality Enhancements
          • Enhanced code formatting and structure
          • Optimized query performance for transaction lookups
    • Fixed:
      • Reference Qualifier Issues
        • Fixed reference qualifier query by properly using authorization code variable
        • Fixed potential null reference issues in dispute transaction handling
        • Added proper fallback query ('sys_id=-1') when authorization code is missing
    Version 11.0.0 - August 2025
    • New:
      • Added a new page "Dispute Workspace" for Dispute transaction records
      • Added E2E flow for managing disputes lifecycle under Mastercard's network
    • Changed:
      • Updated trigger condition for common Dispute Transaction playbook to not run for Mastercard transactions
      • Added support for B2B2C/B2B2E usecase.
      • Moved next activity status determination logic for Dispute case to decision table
    Version 10.2.0 - May 2025
    New: Added a step to the card dispute application to identify and take action for friendly fraud cases.
    Version 10.1.0 - April 2025
    • Added a new client script to a field in the Dispute Intake table.
    • Removed data column 'is_parcelado' from Dispute Intake table.
    • Modified some UI policies, forms, and sections.
    • Updated an error message in the client script.
    Version 10.0.0 - March 2025
    • New:
      • Added new data fields to Dispute Intake, Card Disputes Task, and Card disputes transaction tables to capture more information
      • Added fix script to enable audit for Card Disputes Transaction
      • Introduced dedicated playbooks for Card Dispute Transaction - one for Visa and other card networks
      • Integrated Visa API touchpoints into the Case and Transaction playbooks for Visa disputes (requires Visa integration installation)
      • Added "Select associated transactions" activity in playbook to select associations when Visa integration is enabled
      • Included a "Fill additional transaction questions" activity for handling disputes involving multiple transactions
      • Added activities to manage pre-arbitration and arbitration process for Visa disputes
    • Changed:
      • The Card Disputes Service Case playbook now includes a processing lane, and Investigation and Chargeback actions have been shifted to the Transaction level playbook to facilitate independent movement and processing of each transaction
      • A new report has been added to the dispute agent's landing page to highlight instances where acquirers have missed the response deadline
    Version 9.1.0 - February 2025
    • New:
      • Added a new custom activity to resume dispute cases initiated by VA.
      • Provided financial account write access to consumers and customers, allowing them to select a financial account after case creation, for example, in the 'Resume dispute case' activity.
      • Created access for card disputes transactions for agents, agent connectors, and contributors.
      • Added a form view to collect financial account and financial transaction details for VA, and implemented UI policies.
      • Added business rules to copy VA financial transactions and additional transactions (only in the fraud category) to the existing financial transactions field.
    • Changed:
      • Updated the case playbook to handle VA-initiated cases by moving intake creation and reason code update logic to the flow.
      • Updated the scope name in the reference qualifier for the Financial transactions field.
      • Updated translation changes for Q1.
    Version 8.0.1 - November 2024
    • New:
      • Added generic intake table for cardholder and agent.
      • Added UI policies, business rules, views, client scripts for new intake tables.
      • Added Reason code message field to Card disputes transaction.
    • Changed:
      • Updated references of card provider to use transaction Network ID to support multi-network.
      • Updated the reason code calculation logic to be at each transaction level, instead of case level.
      • Updated disclaimer message on Submit activity.
      • Updated view on completion of record generator activity.
      • Setting display property false for Associated transaction field and added fix script for that.
      • CardDisputesTaskAjax has been made as Sandbox enabled as false.
    • Removed: Removed Account status as of transaction date, Dispute amount modification reason, Reason code, Reason code message and Suggested reason code from Card disputes transaction table.
    Version 7.0.5 - October 2024
    Removed Late Presentment from processing Error decision question.
    Version 7.0.3 - September 2024
    Fixed: Updated record generator activity to show only form view on activity completion, without any clickable cards.
    Version 7.0.1 - August 2024
    New
    • New:
      • Added configurations to integrate the dispute flow with Mastercard questionnaire and chargeback eligibility rules
      • Added summarization feature for dispute case
      • Added technical dashboard landing pages for dispute manager, card agent and dispute agent
      • Introduced a user-friendly portal interface that enables customers to easily start and manage disputes.
      • Added new fields for deriving category:
      • What issue are you experiencing with the transaction?
      • Did you authorize the transaction?
      • What is the issue that you are experiencing?
      • Do you recognize the merchant and the purchase?
    • Changed:
      • Existing landing page view changed to a new dashboard view
      • Modified playbook flow to support both cardholder and agent flow
    • Fixed: Fixed security defect with adding of report_view ACL for tables sn_bom_credit_card_disputes_transaction
    • Removed:
      • Removed existing landing pages and respective accessibility records
      • Deactivated subflow, action and activity definition for creating questionnaire
    Version 5.0.0 - May 2024
    • New:
      • Migrated data from FSO service category (sn_bom_service_definition_category) table to CSM service category(sn_csm_case_types_service_category) and relationship tables
      • Added Event Inquiry app as a dependency
      • Added the following field to Card Disputes Service Case
        • TI event ID
      • Added a decision table to configure Visa dispute questionnaire
      • Added new menus for Next experience dashboard menu
    • Changed:
      • Modified configuration for localization support
      • Modified playbook to
        • Spawn applicable tasks dynamically
        • Add new lane and fields for closure of case
    • Removed:
      • Deprecated sn_bom_credit_card.requestor role and related UI actions
      • Removed the dependency to Guided Decisions Experience
      • Removed the following fields from Card Disputes Transaction
          1. Card network
          2. Card type
          3. Merchant address
          4. Merchant city
          5. Merchant country
          6. Merchant name
          7. Merchant state
          8. Merchant phone number
          9. Merchant URL
          10. Merchant email
          11. Merchant postal code
          12. Merchant country code
          13. Merchant category code (MCC)
          14. Central processing date
          15. Jurisdiction
          16. Product description
          17. Transaction amount
          18. Transaction date
          19. POS condition code
          20. Entry mode
          21. Fraud report ID
          22. Chargeback rights indicator
          23. Reimbursement attribute
          24. Business application ID
          25. CAVV type
          26. Processing code
      • Removed the following field from Card Disputes Service Case: Are supporting documents available?
    Version 4.0.0 - February 2024
    • New:
      • Added the Guided Decision Experience app as a dependency
      • Added configuration for questionnaire and chargeback eligibility rules for VISA
      • Added the below fields to the Card Disputes Service Case table:
        • Category
        • Reason code
        • Cardholder permission
        • Account status as of transaction date
        • Are supporting documents available?
      • Added the below fields to the Card Disputes Transaction table:
        • Reason code
        • Chargeback eligibility
        • Chargeback eligibility reason
        • Processing code
        • CAVV Type
        • Business Application ID
        • POS condition code
        • Entry mode
        • Exception type
        • ROL transaction ID
        • Visa case number
        • Visa dispute ID
        • Fraud report ID
        • Merchant address
        • Merchant phone number
        • Merchant URL
        • Merchant email
        • Merchant postal code
        • Merchant country code
        • Merchant category code
      • Horizontal process layout for disputes. Added 'Case information' and 'State of transaction' widgets for the disputes record page.
    • Changed:
      • All list activities to open form on same playbook activity
      • Migrated the agent assist pages to UIB layout 3.0
    • Removed:
      • Removed Dispute Reason and Fraud alert fields in the Card Dispute Service Case table
      • Removed Dispute Reason field in the Card Dispute Transaction table
      • Removed field Do you suspect fraud? from the Card Dispute Task table
    Version 2.5.0 - November 2023
    • New:
      • Added email notifications for card dispute cases & transactions.
      • Added list edit ACL on dispute transaction table for users with roles sn_bom_credit_card.dispute_agent_connector, sn_bom_credit_card.contributor, sn_bom_credit_card.dispute_agent.
    • Changed:
      • Updated label for the 'Did merchant respond?' field to 'Merchant response' and updated the choice values.
      • Moved product model demo data from the 'sn_bom_card_model' table to 'sn_ent_card_service_model' table.
      • Updated dispute card transactions playbook name to Card Disputes.
      • Updated 'Submission comment' field label to 'Comment' in 'sn_bom_credit_card_disputes_service' table
      • Updated 'Chargeback details' field label to 'Chargeback reason code and description' in 'sn_bom_credit_card_disputes_task' table
      • Updated 'Transaction verified' field label to 'Customer response' in 'sn_bom_credit_card_disputes_transaction' table
    Version 2.4.0 - August 2023
    • New
      • Added approval process for card dispute playbook flow
      • Added landing page for card dispute manager
      • Added email template for card dispute flow
    Version 2.3.0 - May 2023
    • New:
      • Added UX page properties for the Agent Assist on Voltron record page.
      • Added localization changes.
    • Changed: Updated Dispute Card transactions playbook activity name from Alert merchant to Alert participating merchant.
    Version 2.2.0 - February 2023
    • Changed:
      • Updated contributor roles
      • Updated UI actions for case
    Version 2.1.0 - November 2022
    • New: Added business location functionality
    • Fixed: Fixed dark theme issues
    Version 2.0.0 - August 2022
    • New:
      • Added configuration for document signing with integration to Document Template
      • Added Document processor features
    • Changed: Updated existing flows to support new document functionalities
    • Removed: Financial document services application dependencies
    Version 1.0.6 - May 2021
    Changed: Financial Services Core application dependency version has been updated
    Version 1.0.5 - March 2021
    • New: Added support of Serivce Definitions
    • Changed: Moved plugin dependencies to Financial Services Operations Core
    Version 1.0.4 - September 2020
    Provides capabilities to consolidate requests for a Card Operations team and route them through workflows to the appropriate middle and back office teams.