Technology Product Support Case release notes

  • Release version: Store
  • Updated June 11, 2026
  • 6 minutes to read
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    Summary of Technology Product Support Case Release Notes

    The Technology Product Support Case application is designed for technology, telecommunications, and media companies to support digital products and services efficiently. It is included in the Technology Provider Service Management and Telecommunications Service Management products on the ServiceNow platform. The application offers tailored case management capabilities, including a dedicated case type, configurable agent workspace with playbooks, and a portal for customer and agent communications.

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    Key Features

    • Case Type: Specialized for technology product support needs, enabling focused issue tracking and resolution.
    • Agent Workspace: Configurable workspace with a record page and playbook experience to help agents research and resolve cases effectively.
    • Portal Experience: Allows both agents and customers to report issues and communicate, enhancing collaboration and support responsiveness.
    • Diagnostics Integration (from version 3.3.0): UI capabilities to show diagnostic test definitions linked to product models, with automated creation of resolution tasks based on diagnostics outcomes.
    • AI Enhancements (versions 3.4.0 - 3.6.0): AI-driven recommended actions appear in contextual side panels, with AI search now including the subject field for high-tech cases.
    • Security and Compliance (versions 4.1.x to 4.3.x): Platform compliance updates including default-deny agentic AI ACLs, cross-scope access enforcement, CSRF protection, and embedded query ACLs for easier audits. Accessibility improvements meeting WCAG 2.2 AA standards with 400% zoom/reflow support.

    Quality Improvements and Bug Fixes

    • Resolved issues with test re-run functionality across multiple workspaces to ensure tests trigger correctly.
    • Enhanced role-based access so Tech Support Agents can view diagnostic activity tabs appropriately.
    • Validation fixes to prevent re-running flows with incomplete mandatory inputs.
    • Synchronization improvements for mandatory test characteristics during re-runs.
    • Scheduler fixes to respect timing for incident, change, and test runs, preventing premature execution.
    • Record producer improvements on the Service Portal to align with product updates.

    What ServiceNow Customers Can Expect

    By implementing the Technology Product Support Case application, customers can streamline support operations for technology products with tailored case types and enhanced agent experiences. The application ensures alignment with the latest ServiceNow platform security and accessibility standards, reducing compliance risks and improving user accessibility. Customers benefit from AI-powered recommendations, improved diagnostics integration, and robust security hardening, all contributing to faster issue resolution and better customer satisfaction.

    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 4.3.2 - 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.