Technology Product Support Case release notes

  • Release version: Store
  • Updated July 9, 2026
  • 7 minutes to read

    • 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.