--- 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 - Foundation release notes # ITSM - Foundation release notes {#ariaid-title1} Release version: Store Updated August 6, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 7 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of ITSM - Foundation release notes The ITSM - Foundation application on the ServiceNow Store provides an AI-native IT Service Management experience designed to accelerate resolution and improve efficiency for both requesters and fulfillers. It delivers prebuilt generative AI skills and AI agents that assist by deflecting common requests, summarizing incidents, suggesting next steps, and automating routing. The solution integrates with Service Portal and supports conversational interfaces across platforms such as Slack and Teams. Show full answer Show less ## Key Features * **AI-driven ticket deflection:** Employees creating tickets in Service Portal receive AI-generated suggestions based on ticket descriptions, their hardware, location, and department, helping reduce unnecessary ticket submissions. * **ServiceNow Otto branding:** Former Now Assist and AI Experience branding updated to ServiceNow Otto across product interfaces and documentation. * **Insights and Opportunities dashboard:** Incident Managers can drill down from dashboard indicators directly into related incident records without losing context. * **Incident Assist Agentic Workflow:** Conversational AI experience for incident investigation accessing multiple related data tables to provide context-aware answers. * **Summarization and activity response generation:** Skills to generate summaries and responses for incidents, requests, and catalog tasks, enhancing situational awareness and speeding case handling. * **Manager dashboard:** Aggregates incidents under manager responsibility and organizes them into clusters with drill-down views for efficient health monitoring and problem identification. * **AI model optimization:** Default AI models for ITSM skills have been adjusted to optimal smaller third-party models, with large models available upon approval. ## Improvements and Fixes * Enhanced accuracy and consistency in employee consent for remedial actions, preventing duplicate requests and clarifying device online requirements. * Resolved issues with irrelevant summaries on records with many related items and fixed incorrect application of knowledge-article search filters in AI agents. * Corrected references from previous Now Assist branding to ServiceNow Otto. * Fixed dashboard clustering failures and incident workflow errors related to search/read service availability. * Improved error messaging for resolution note generation when certain display settings are disabled. * Addressed visibility of built-in ITSM AI agents and role assignment issues that affected agent flows. * Fixed AI agent misassignments of configuration items when service offerings lacked related items. * Various UI and platform stability fixes including alignment, interaction issues, and platform skill visibility. ## What Customers Can Expect With the ITSM - Foundation application, ServiceNow customers benefit from smarter, AI-augmented IT service management that reduces manual effort, accelerates resolution, and improves user experience. The AI-powered suggestions and summarizations help requesters find solutions faster and empower fulfillers with better context and automated assistance. Managers gain consolidated views of incident health to proactively manage issues. Branding updates unify the AI experience under ServiceNow Otto, ensuring consistency across the platform. Version history for the ServiceNow® ITSM - Foundation application 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 2.3.3 - August 2026 : * New: Employees creating a ticket in Service Portal now see an AI-generated suggestion --- drawn from relevant knowledge articles and catalog items --- before they submit, based on the ticket description and their hardware, location, and department. * Changed: * Now Assist, Moveworks, and "AI Experience" branding has been renamed to ServiceNow Otto across in-product labels, icons, tooltips, and documentation. * Incident Managers can now drill from any indicator on the Insights and Opportunities dashboard directly into the underlying incident records without losing their place on the dashboard. * The employee consent experience for remedial actions is more consistent and accurate: duplicate requests are no longer triggered for already-approved or declined actions, and messaging now notes when a device needs to stay online. {#store-rn-itsm-foundation__ul_h2v_n4w_bkc} * Fixed: * Fixed an issue where the summarize capability could produce an irrelevant summary on requested items with many related records. * Corrected a remaining reference to the previous Now Assist branding that had been missed during the ServiceNow Otto rename. * Fixed an issue on the Insights and Opportunities dashboard where assigning an incident to a cluster could fail and prevent clustering from completing. * Fixed an issue where the incident investigation and resolution workflow could fail with an "incident search/read service unavailable" error. * Fixed an issue where the knowledge-article search filters used by the Create Incident AI agent were not being applied correctly. * Improved the error message shown for the Resolution Notes generation skill when the "display in product desktop" setting is turned off * Fixed an issue where built-in ITSM AI agents were unintentionally discoverable and visible within the Now Assist Platform * Fixed an issue where a required role was missing from the Link Major Incident agent's flow, which could prevent the agent from working as expected for some users * Fixed an issue where the Triage and Categorize AI agent could assign an irrelevant, caller-owned device as the configuration item when the matched service offering had no related configuration items of its own {#store-rn-itsm-foundation__ul_lj2_44w_bkc} * Removed: No items removed in this release Version 2.2.6 - August 2026 : * New: Employees creating a ticket in Service Portal now see an AI-generated suggestion --- drawn from relevant knowledge articles and catalog items --- before they submit, based on the ticket description and their hardware, location, and department. * Changed: * Now Assist, Moveworks, and "AI Experience" branding has been renamed to ServiceNow Otto across in-product labels, icons, tooltips, and documentation. * Incident Managers can now drill from any indicator on the Insights and Opportunities dashboard directly into the underlying incident records without losing their place on the dashboard. * The employee consent experience for remedial actions is more consistent and accurate: duplicate requests are no longer triggered for already-approved or declined actions, and messaging now notes when a device needs to stay online. {#store-rn-itsm-foundation__ul_scp_d2v_bkc} * Fixed: * Fixed an issue where the summarize capability could produce an irrelevant summary on requested items with many related records. * Corrected a remaining reference to the previous Now Assist branding that had been missed during the ServiceNow Otto rename. * Fixed an issue on the Insights and Opportunities dashboard where assigning an incident to a cluster could fail and prevent clustering from completing. * Fixed an issue where the incident investigation and resolution workflow could fail with an "incident search/read service unavailable" error. * Fixed an issue where the knowledge-article search filters used by the Create Incident AI agent were not being applied correctly. * Improved the error message shown for the Resolution Notes generation skill when the "display in product desktop" setting is turned off * Fixed an issue where built-in ITSM AI agents were unintentionally discoverable and visible within the Now Assist Platform * Fixed an issue where a required role was missing from the Link Major Incident agent's flow, which could prevent the agent from working as expected for some users * Fixed an issue where the Triage and Categorize AI agent could assign an irrelevant, caller-owned device as the configuration item when the matched service offering had no related configuration items of its own {#store-rn-itsm-foundation__ul_gdz_d2v_bkc} * Removed: No items removed in this release Version 2.1.4 - August 2026 (Zurich) : * New: Employees creating a ticket in Service Portal now see an AI-generated suggestion --- drawn from relevant knowledge articles and catalog items --- before they submit, based on the ticket description and their hardware, location, and department. * Changed: * Now Assist, Moveworks, and "AI Experience" branding has been renamed to ServiceNow Otto across in-product labels, icons, tooltips, and documentation. * Incident Managers can now drill from any indicator on the Insights and Opportunities dashboard directly into the underlying incident records without losing their place on the dashboard. * The employee consent experience for remedial actions is more consistent and accurate: duplicate requests are no longer triggered for already-approved or declined actions, and messaging now notes when a device needs to stay online. {#store-rn-itsm-foundation__ul_mgj_f2v_bkc} * Fixed: * Fixed an issue where the summarize capability could produce an irrelevant summary on requested items with many related records. * Corrected a remaining reference to the previous Now Assist branding that had been missed during the ServiceNow Otto rename. * Fixed an issue on the Insights and Opportunities dashboard where assigning an incident to a cluster could fail and prevent clustering from completing. * Fixed an issue where the incident investigation and resolution workflow could fail with an "incident search/read service unavailable" error. * Fixed an issue where the knowledge-article search filters used by the Create Incident AI agent were not being applied correctly. * Improved the error message shown for the Resolution Notes generation skill when the "display in product desktop" setting is turned off * Fixed an issue where built-in ITSM AI agents were unintentionally discoverable and visible within the Now Assist Platform * Fixed an issue where a required role was missing from the Link Major Incident agent's flow, which could prevent the agent from working as expected for some users * Fixed an issue where the Triage and Categorize AI agent could assign an irrelevant, caller-owned device as the configuration item when the matched service offering had no related configuration items of its own {#store-rn-itsm-foundation__ul_t2s_f2v_bkc} * Removed: No items removed in this release Version 2.1.2 - July 2026 (Zurich) : No release notes. Version 1.3.1 - July 2026 (Zurich) : No release notes. Version 2.2.3 - July 2026 : * New: In-form ticket deflection in Service Portal --- An AI pipeline embedded in the ticket-creation form classifies intent, enriches context, retrieves knowledge, and suggests a resolution before a ticket is submitted. * Changed: * Conversational Analytics dashboard (Phase 2) --- Adds a topic detail page, Now Assist Data Explorer integration, standardized visualizations, and improved topics tables. * Default model change --- Now LLM is no longer the default model for ITSM skills and agents; each now defaults to an optimal small third-party model (large third-party models require approval). Version 2.0.3 - June 2026 : * New: A new manager dashboard experience aggregates all incidents under a manager responsibility and organizes them into issue-based clusters. The dashboard provides high-level health metrics with drill-down into cluster-specific views, giving incident managers a consolidated and actionable view of incident health and emerging problem areas in a single interface. * Changed: * The Create Incident AI Agent has been migrated to a Hierarchical Agent model, resolving hallucination and rendering issues on NextWave and removing the VA dependency. * The Create Incident AI Agent has been updated for full NextWave off-glide orchestrator compatibility, resolving functional deviation issues from GA readiness testing. * Fixed: * Platform skills not appearing in the Now Assist Skills admin panel (even with ignoreFulfillerSubscriptionCheck enabled) have been resolved. * Display and interaction issues in the Recommended Actions panel have been resolved: misaligned loading indicator, non-functional search icon, footer-obscured filters, and incorrect cursor on non-clickable content. * Removed: Suggested Steps has been deprecated and removed. Customers should transition to AI-driven recommendations in Now Assist for ITSM. Version 1.0.8 - June 2026 : Defect fixes and plugin upgrade issue fixed. Version 1.1.4 - May 2026 : No functional changes in this release. Version incremented to align with the platform release cadence. Version 1.0.5 - May 2026 (Zurich, Australia) : * New: * Incident Assist Agentic Workflow -New conversational experience for incident investigation. Incident Assist is capable of answering context-based queries by accessing multiple related tables (incident, change, problem, SLA, CI, outage) through NAP * Generate summaries of Request Management records - Summarization skills for Requests, Requested Items, and Catalog tasks in both Core UI and Service Operations Workspace * Activity Response Generation for Requests - Activity response generation skills for Requests and Requested Items in both Core UI and Service Operations Workspace Version 1.0.3 - April 2026 : Foundation is the entry point into ServiceNow's AI-native ITSM experience, designed to give requesters faster answers and fulfillers a head start on every case. It delivers out-of-the-box GenAI skills and AI Agents that help your team work smarter --- not replace them. On the requester side, Moveworks deflects requests at the point of ask before anything reaches the service desk, surfacing answers from 25K+ indexed knowledge articles and resolving requests through natural language across Slack, Teams, and web. On the fulfiller side, Now Assist speeds up resolution from the moment a case is created --- summarizing incidents so agents start with full context, and cutting triage time with AI that suggests next steps and routes work automatically. Core capabilities include summarization, pattern recognition, categorization, and task-based assistance.