Personal Lines Servicing release notes
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Summary of Personal Lines Servicing Release Notes
The Personal Lines Servicing application on the ServiceNow Store is regularly updated to enhance functionality, improve security, support localization, and streamline case management for personal lines insurance servicing. These release notes document key changes, new features, fixes, and configuration updates spanning from early 2022 through mid-2026.
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Key Features and Updates
- Case Management Improvements: Migration to native Customer Service Management (CSM) Case Type Selector with Agent and User Criteria support (v2.6.0) simplifies case handling and reduces maintenance.
- Localization and UI Enhancements: Ongoing additions of translations and localization support ensure usability across regions (multiple releases including v2.3.1 and v2.1.0).
- Security Fixes: Portal page security improvements and private widget updates (v1.3.3 to v2.1.0) enhance data protection in customer-facing components.
- Data Migration and Table Updates: Migration of data between service category tables and product model tables aligns data with updated schema and improves system organization (v2.2.0, v1.5.1).
- New Service Definitions and Playbooks: Added service definitions for auto and homeowner policy coverage changes, alongside new playbooks to guide agents (v1.1.2).
- UI and Workspace Upgrades: Transition from Agent workspace to configurable CSM workspace supports flexible user roles and improved agent productivity (v1.1.1).
- Field and Workflow Enhancements: Added dependencies for reject reason fields, document signing integrations, and UX page properties for agent assist features (v1.2.0, v1.5.0).
- Role and Access Management: Introduction of specific roles such as "Agent Connector" and "Contributor" tailored for personal lines servicing (v1.1.1), and removal of deprecated roles and UI actions (v2.2.0).
Practical Impact for ServiceNow Customers
These releases enable ServiceNow customers to:
- Leverage standardized and maintainable case management aligned with native CSM capabilities.
- Benefit from improved security measures safeguarding portal and widget interactions.
- Adapt to localized environments with expanded language support and configurable UI components.
- Utilize enhanced data models and playbooks for efficient servicing of personal lines insurance policies.
- Assign and manage user roles effectively to suit personal lines servicing workflows.
- Integrate document signing and better manage policy changes via updated workflows and service definitions.
Customers should review system requirements and family compatibility on the ServiceNow Store to ensure smooth application upgrades and optimal use of new features.
Version history for the Personal Lines Servicing application 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 2.7.0 - June 2026
- New: Added child tables for indexing for Financial Case indexed source
- Version 2.6.0 - April 2026
- Updated: 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.
- Version 2.5.0 - March 2026
- Updated: Updated the read-only option to 'Strict Read Only' for read-only fields
- Version 2.3.1 - August 2025
- Changed: Included additional translations to support localization for Q4.
- Version 2.2.1 - November 2024
- Changed: ACL bypass via UX Screen Condition.
- Version 2.2.0 - 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
- Changed: Modified configuration for localization support
- Removed: Deprecated sn_bom_policy_b2c.requestor role and related UI actions
- Version 2.1.0 - February 2024
- Fixed: Fixed security issue in portal page
- Changed:
- Upgraded snc-app-parent version to 5.1.0.16
- Modified configuration for localization support
- Migrated agent assist template to UIB layout 3.0
- Version 1.6.3 - December 2023 (Vancouver)
- Fixed: Updated Policy info service portal widget to private.
- Version 1.5.4 - December 2023 (Utah)
- Fixed: Updated Policy info service portal widget to private.
- Version 1.3.3 - December 2023 (Tokyo)
- Fixed: Updated Policy info service portal widget to private.
- Version 1.5.1 - November 2023
- Changed: Moved product model demo data from 'sn_bom_ins_policy_model' table to 'sn_ent_b2c_ins_policy_model' table.
- Version 1.5.0 - May 2023
- New:
- Added UX page properties for the Agent Assist on Voltron record page.
- Added localization changes.
- New:
- Version 1.4.0 - February 2023
- Changed:
- Updated contributor roles
- Updated UI actions for case
- Version 1.3.0 - November 2022
- Fixed:
- Fixed dark theme issues
- Fixed the form layout for auto policy
- Version 1.2.0 - August 2022
- New:
- Added dependency for reject reason choice field based on stage
- Added support for document signing with integration to Document Template
- Changed:
- Renamed Net premium field to Balance due
- Renamed Decline button to Cancel request
- Fixed: Fixed application forms and views
- Removed: Removed customer 360 page
- New:
- Version 1.1.2 - March 2022
- New:
- New service definition on Auto Policy Service Case for Change coverage request
- New service definition on Homeowner Policy Service Case for Change coverage request
- New playbooks for both service definitions
- New:
- Version 1.1.1 - February 2022
- New:
- Migrated workspace from Agent workspace to CSM configurable workspace
- Added new roles "Agent Connector" and "Contributor"
- Changed:
- Changed case type to be specific to personal lines
- Changed roles to be specific to personal lines
- New: