Personal Lines Servicing release notes

  • Release version: Store
  • Updated August 6, 2026
  • 2 minutes to read
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    Summary of Personal Lines Servicing release notes

    The Personal Lines Servicing application on the ServiceNow Store delivers ongoing updates and enhancements to support personal lines insurance servicing workflows. These release notes document key changes, fixes, new features, and deprecated elements across versions from 2022 through 2026. ServiceNow customers using this application can track improvements in case management, localization, platform compatibility, and user experience.

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    Key Features and Changes

    • Case Management Enhancements: The Financial Services Operations (FSO) module now leverages the native Customer Service Management (CSM) Case Type Selector with criteria support, standardizing case handling for agents and users and reducing maintenance.
    • Service Definitions and Playbooks: New service definitions for Auto and Homeowner Policy Service Cases enable coverage change requests, supported by new playbooks to guide workflows.
    • Workspace Upgrades: Migration from Agent Workspace to the configurable CSM workspace enhances flexibility and usability, alongside introduction of new roles such as "Agent Connector" and "Contributor."
    • Localization and Accessibility: Multiple releases included expanded translations and localization support, along with updates to UI actions and read-only field behavior to improve accessibility and user interface consistency.
    • Security and Compatibility: Security fixes were applied to portal pages, and internal components were updated to align with ServiceNow platform enhancements, ensuring compliance and performance.
    • Data Model Adjustments: Migration of data from legacy tables (e.g., service category and product model tables) to updated schema improves data integrity and alignment with platform standards.
    • Document Management: Added support for document signing integrated with Document Template to streamline processing.

    Practical Outcomes for ServiceNow Customers

    • Improved Case Handling: Customers benefit from standardized, maintainable case processes across user types, enhancing service efficiency and reducing overhead.
    • Enhanced User Experience: Upgraded workspaces, UI improvements, and localization support provide more intuitive and globally accessible interfaces for agents and users.
    • Security and Compliance: Customers can trust that security issues are addressed promptly and that the application remains compatible with evolving platform requirements.
    • Streamlined Data and Service Management: Migration to updated data models and enhanced service definitions support more accurate and efficient policy servicing operations.
    • Expanded Functionality: New features like document signing and rejection reason dependencies enable more comprehensive servicing workflows.

    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 2.8.1 - August 2026
    Changed: Updated internal application components to support ongoing platform enhancements
    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.
    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
    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
    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