Technology Product Support Case release notes

  • Release version: Store
  • Updated July 9, 2026
  • 7 minutes to read
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    Summary of Technology Product Support Case release notes

    The Technology Product Support Case application is designed to help technology, telecommunications, and media companies provide effective support for their digital products and services. It is included within the Technology Provider Service Management and Telecommunications Service Management products on the ServiceNow platform.

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    The application offers specialized features such as a dedicated case type for technology product support, a configurable workspace playbook for agents, and a portal experience for streamlined communication and issue reporting by both agents and customers.

    Key Features

    • Dedicated Case Type: Tailored specifically for technology product support needs.
    • Agent Workspace: Record page and playbook designed for Customer Service Management (CSM) Configurable Workspace to assist agents in researching and resolving customer issues efficiently.
    • Portal Experience: Enables agents and customers to report issues and communicate effectively through a user-friendly interface.
    • Diagnostics and Resolution Tasks: Introduced UI capabilities to support diagnostic testing linked to product models with resolution tasks generated based on diagnostic outcomes (from version 3.3.0).
    • Sentiment Analysis: Added to enhance case description insights with granular admin controls restricting access to this feature.
    • AI Recommendations: Recommended actions now appear contextually alongside AI Search results, which include the 'Subject' field for high-tech cases by default.

    Platform Compliance and Security Enhancements

    Recent releases have focused extensively on aligning the application with the latest ServiceNow platform standards:

    • Security hardening with embedded query ACLs directly in product source code to simplify audits for customers.
    • Enforcement of default-deny agentic AI ACLs, cross-scope access controls, and CSRF protection on public APIs.
    • Support for Java 21 compile and related framework upgrades to maintain platform readiness.
    • Accessibility improvements meeting WCAG 2.2 AA standards with enhanced zoom and reflow support.

    Upgrade and Quality Improvements

    • Multiple targeted fixes ensuring correct upgrade behavior by correcting form element action tags, preventing skipped records during upgrades.
    • Bug fixes addressing test re-run issues, access to diagnostic activity tabs, validation to prevent incomplete flow executions, and scheduler timing respect for test runs.
    • Improvements in the Service Portal version of the record producer to maintain alignment across product releases.

    What Customers Can Expect

    By using the Technology Product Support Case application, ServiceNow customers can expect:

    • Streamlined handling of technology product support cases with a dedicated case type and tailored agent tools.
    • Enhanced security and compliance aligned with the latest platform requirements, reducing administrative overhead for audits and upgrades.
    • Improved accessibility and user experience for both agents and customers.
    • Integration of AI-driven recommendations and sentiment analysis to aid case resolution.
    • Reliable diagnostic support workflows to facilitate troubleshooting and resolution task management.
    • Ongoing maintenance releases that focus on quality improvements and platform compatibility to ensure smooth application operation.

    Version history for the Technology Product Support Case 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 4.3.6 - July 2026 (Australia)
    • This release contains one targeted fix to ensure correct upgrade behaviour on existing instances.
    • Form element upgrade-safety fix — Two sys_ui_element entries in the case form section now carry the correct INSERT_OR_UPDATE action tag, ensuring those records are applied correctly during upgrade rather than being skipped on instances where they already exist.
    Version 4.2.7 - July 2026 (Zurich)
    • This release contains one targeted fix to ensure correct upgrade behaviour on existing instances.
    • Form element upgrade-safety fix — Two sys_ui_element entries in the case form section now carry the correct INSERT_OR_UPDATE action tag, ensuring those records are applied correctly during upgrade rather than being skipped on instances where they already exist.
    Version 4.1.7 - July 2026 (Yokohama)
    • This release contains one targeted fix to ensure correct upgrade behaviour on existing instances.
    • Form element upgrade-safety fix — Two sys_ui_element entries in the case form section now carry the correct INSERT_OR_UPDATE action tag, ensuring those records are applied correctly during upgrade rather than being skipped on instances where they already exist.
    Version 4.3.2 - June 2026 (Australia)
    • No new features are being released in this version. This release focuses on platform compliance, security hardening, and quality improvements to keep the application current with the latest platform standards.
      • Platform compliance — Updates to meet platform-wide security directives including default-deny agentic AI ACLs, cross-scope access enforcement, and CSRF protection on public APIs.
      • Security & ACL hardening — Embedded query ACLs directly into product source code, eliminating the need for customers to re-run audits after install or upgrade.
      • Platform readiness — Java 21 compile support and related framework upgrades to stay current with the underlying platform.
      • Accessibility — WCAG 2.2 AA + 400% zoom/reflow support — Now meets the accessibility bar for this release.
    Version 4.2.2 - June 2026 (Zurich)
    • No new features are being released in this version. This release focuses on platform compliance, security hardening, and quality improvements to keep the application current with the latest platform standards.
      • Platform compliance — Updates to meet platform-wide security directives including default-deny agentic AI ACLs, cross-scope access enforcement, and CSRF protection on public APIs.
      • Security & ACL hardening — Embedded query ACLs directly into product source code, eliminating the need for customers to re-run audits after install or upgrade.
      • Platform readiness — Java 21 compile support and related framework upgrades to stay current with the underlying platform.
      • Accessibility — WCAG 2.2 AA + 400% zoom/reflow support — Now meets the accessibility bar for this release.
    Version 4.1.2 - June 2026 (Yokohama)
    • No new features are being released in this version. This release focuses on platform compliance, security hardening, and quality improvements to keep the application current with the latest platform standards.
      • Platform compliance — Updates to meet platform-wide security directives including default-deny agentic AI ACLs, cross-scope access enforcement, and CSRF protection on public APIs.
      • Security & ACL hardening — Embedded query ACLs directly into product source code, eliminating the need for customers to re-run audits after install or upgrade.
      • Platform readiness — Java 21 compile support and related framework upgrades to stay current with the underlying platform.
      • Accessibility — WCAG 2.2 AA + 400% zoom/reflow support — Now meets the accessibility bar for this release.
    Version 4.3.0 - April 2026 (Australia)

    The Technology Product Support Case application enables technology companies to provide support for digital products and services.

    The Technology Product Support Case application includes the following features:

    • A case type dedicated to technology product support case needs.
    • A record page and a playbook experience for CSM Configurable Workspace that agents can use to research and resolve customer issues.
    • A portal experience that agents and customers can use to report issues and communicate with each other.
    Version 4.2.0 - April 2026 (Zurich)
    • The Technology Product Support Case application enables technology companies to provide support for digital products and services.
    • The Technology Product Support Case application includes the following features:
      • A case type dedicated to technology product support case needs.
      • A record page and a playbook experience for CSM Configurable Workspace that agents can use to research and resolve customer issues.
      • A portal experience that agents and customers can use to report issues and communicate with each other.
    Version 4.1.0 - April 2026 (Yokohama)
    • The Technology Product Support Case application enables technology companies to provide support for digital products and services.
    • The Technology Product Support Case application includes the following features:
      • A case type dedicated to technology product support case needs.
      • A record page and a playbook experience for CSM Configurable Workspace that agents can use to research and resolve customer issues.
      • A portal experience that agents and customers can use to report issues and communicate with each other.
    Version 3.10.8 - March 2026 (Australia)
    For this release, we have not developed any new features.
    Version 3.10.6 - March 2026 (Zurich)
    For this release, we have not developed any new features.
    Version 3.10.4 - March 2026 (Yokohama)
    For this release, we have not developed any new features.
    Version 3.8.1 - December 2025 (Yokohama)
    • Developed Sentiment Analysis alongside the description feature.
    • Granular admin Security Directive implemented to restrict access of feature only to Granular admin not system admin
    Version 3.7.1 - December 2025 (Xanadu)
    • Developed Sentiment Analysis alongside the description feature.
    • Granular admin Security Directive implemented to restrict access of feature only to Granular admin not system admin
    Version 3.6.0 - August 2025
    • Bug fixes:
      • Test Re-run Issue: The Re-Run icon now correctly triggers test execution in CSM/FSM Workspace and SOW Workspace.
      • Diagnose Activity Access: Tech Support Agent role users can now view Diagnose Activity tabs under Diagnostic Tasks.
      • Validation Fix: Users can no longer re-run flows in Pending for inputs without filling mandatory fields.
      • Test Characteristic Sync: Mandatory characteristics now sync properly in the re-run window for Pending for input state.
      • TPSC Record Producer: Improvements applied to the Service Portal version of the record producer.
      • Scheduler Fix: Incident, Change, HI-TEC and SPC test runs now respect scheduler timings and no longer run instantly.
    • Updates:
      • AI Recommendations: Recommended Actions now appear in the Contextual Side Panel with AI Search results.
      • AI Search Scope: AI Search now includes the Subject' field for High-Tech cases by default.
      • Changes in the TPSC record producer on the service portal
      • Included all changes from the Telecom Zurich release to maintain alignment across products.
    Version 3.5.0 - August 2025 (Yokohama)
    • Bug fixes:
      • Test Re-run Issue: The Re-Run icon now correctly triggers test execution in CSM/FSM Workspace and SOW Workspace.
      • Diagnose Activity Access: Tech Support Agent role users can now view Diagnose Activity tabs under Diagnostic Tasks.
      • Validation Fix: Users can no longer re-run flows in Pending for inputs without filling mandatory fields.
      • Test Characteristic Sync: Mandatory characteristics now sync properly in the re-run window for Pending for input state.
      • TPSC Record Producer: Improvements applied to the Service Portal version of the record producer.
      • Scheduler Fix: Incident, Change, HI-TEC and SPC test runs now respect scheduler timings and no longer run instantly.
    • Updates:
      • AI Recommendations: Recommended Actions now appear in the Contextual Side Panel with AI Search results.
      • AI Search Scope: AI Search now includes the 'Subject' field for High-Tech cases by default.
      • Changes in the TPSC record producer on the service portal
      • Included all changes from the Telecom Zurich release to maintain alignment across products.
    Version 3.4.0 - August 2025 (Xanadu)
    • Bug fixes:
      • Test Re-run Issue: The Re-Run icon now correctly triggers test execution in CSM/FSM Workspace and SOW Workspace.
      • Diagnose Activity Access: Tech Support Agent role users can now view Diagnose Activity tabs under Diagnostic Tasks.
      • Validation Fix: Users can no longer re-run flows in Pending for inputs without filling mandatory fields.
      • Test Characteristic Sync: Mandatory characteristics now sync properly in the re-run window for Pending for input state.
      • TPSC Record Producer: Improvements applied to the Service Portal version of the record producer.
      • Scheduler Fix: Incident, Change, HI-TEC and SPC test runs now respect scheduler timings and no longer run instantly.
    • Updates:
      • AI Recommendations: Recommended Actions now appear in the Contextual Side Panel with AI Search results.
      • AI Search Scope: AI Search now includes the Subject' field for High-Tech cases by default.
      • Changes in the TPSC record producer on the service portal
      • Included all changes from the Telecom Zurich release to maintain alignment across products.
    Version 3.3.0 - February 2025
    • New features:
      • Ux work to show Diagnostics test definition with the product model - UI capability to support diagnostics as a capability for troubleshooting purposes.
      • Resolution tasks to be shown post the diagnostics - Test and Diagnostics outcome should result in the creation of the resolution task.
    Version 1.1.2 - November 2024
    • Fixed:
      • Health scan Defect - HealthScan issue reported Report View ACL on the table sn_tech_product_support_case_type_category.
      • Install base version dependency on Glide
    Version 1.0.0 - May 2024
    The Technology Product Support Case application is included in the Technology Provider Service Management and Telecommunications Service Management products. The ServiceNow & Technology Product Support Case application enables Telecommunications, Media, and Technology companies to support digital products and services. Features for this application include Case Type, Record Page, Playbook, and Record Producer.