Proactive Service Experience Workflows release notes

  • Release version: Store
  • Updated June 11, 2026
  • 8 minutes to read
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    Summary of Proactive Service Experience Workflows Release Notes

    The Proactive Service Experience Workflows application enhances incident and service management within ServiceNow, specifically targeting telecommunications and media service operations. It delivers workflows, analytics, and integrations that help identify customer impact, streamline case handling, and improve service delivery visibility. The release notes document ongoing improvements focused on platform compliance, security, accessibility, and new capabilities added over multiple versions since the initial release in September 2020.

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    Key Features and Enhancements

    • Customer Impact Identification: Introduced a dedicated Customer Impact tab for Incident, Change, and Problem records to clearly surface customer impact, supporting better service decisions and telemetry tracking.
    • Diagnostic Framework Integration: Support added in the Service Operations Workspace Incident form to enhance diagnostics and resolution workflows.
    • Service Overview and Analytics: Enhanced Service Delivery Overview in Service Operations Workspace with renamed and elevated analytics for clearer, more accessible insights on account and service health.
    • Email Template Notification: Deprecated the notify feature in favor of email templates built from record data, standardizing communication methods.
    • Granular Admin Security: Introduced security directives restricting certain features to granular admins, improving control over sensitive functions.
    • Compliance and Security Hardening: Updates to meet platform-wide security directives, including agentic AI access controls, cross-scope enforcement, CSRF protection on public APIs, and embedding query ACLs in source code to reduce audit requirements.
    • Platform Readiness: Support for Java 21 compilation and framework upgrades to maintain compatibility with the latest ServiceNow platform standards.
    • Accessibility Improvements: Achieved WCAG 2.2 AA compliance including 400% zoom and reflow support, ensuring better usability and inclusiveness.
    • Operations Account 360 View: Added multiple tables (Change, Major Incident, Major Case, Problem, Work-Order) for comprehensive account visibility, with UX improvements and filter modifications.
    • Proactive Case Automation: Enabled auto-generation and auto-closure of proactive cases linked to incidents, plus synchronization of comments and notifications between related records.
    • TMForum TMF 621 Compliance: Updated APIs and naming conventions to align with TMForum standards for trouble ticket management.

    Practical Benefits for ServiceNow Customers

    • Improved Incident and Service Management: Customers can identify and track the impact of incidents on services and accounts more effectively, enabling faster and more informed resolution.
    • Enhanced Security and Compliance: The application aligns with the latest platform security requirements, reducing risk and simplifying security audits during upgrades or installations.
    • Streamlined Communications: Transition to email templates enhances consistency and efficiency in customer notifications related to cases.
    • Accessible and User-Friendly Interface: Accessibility improvements ensure the application meets enterprise standards for usability by all users.
    • Operational Insights: Analytics and overview dashboards provide actionable metrics and transparency into service delivery performance and customer impact.
    • Customizable Role-Based Access: Granular admin controls allow organizations to restrict sensitive features to appropriate roles, enhancing governance.
    • Platform Compatibility: Support for the latest platform technologies ensures customers can adopt new ServiceNow platform versions without delay or incompatibility issues.

    Implementation Considerations

    Customers should review the application listing on the ServiceNow Store for system requirements and family compatibility before upgrading. The embedded security controls reduce the need for manual audit re-runs post-installation or upgrade. Deprecated features like notify are replaced by email templates, so adjustments in notification workflows may be required.

    Version history for the Proactive Service Experience Workflows 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 8.3.4 - 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 8.2.4 - 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 8.1.4 - 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 8.3.2 - April 2026 (Australia)
    • Make Customer Impact its own tab, which shows the same way on Incident, Change, and Problem, that has its own UX format that complements what we are doing with the Diagnostic Framework
    • TSM flag to be renamed ‘PSM’ and returns true when ANY customer impact is identified for an Incident, Problem, or Change. We will be using this for Telemetry
    • Major Case system property does not work as is; we need to let people determine via a different method, and IF they want to use Major Incident as well
    • The notify feature is deprecated and has been replaced by Email templates. A template is built based on the data in the records and sent via email instead.
    • Bring the Account Analytics up to L1 so the value is clear, easy to find, and not buried behind several clicks. Renamed Analytics to Service overview delivery.
    Version 8.2.2 - April 2026 (Zurich)
    • Make Customer Impact its own tab, which shows the same way on Incident, Change, and Problem, that has its own UX format that complements what we are doing with the Diagnostic Framework
    • TSM flag to be renamed ‘PSM’ and returns true when ANY customer impact is identified for an Incident, Problem, or Change. We will be using this for Telemetry
    • Major Case system property does not work as is; we need to let people determine via a different method, and IF they want to use Major Incident as well
    • The notify feature is deprecated and has been replaced by Email templates. A template is built based on the data in the records and sent via email instead.
    • Bring the Account Analytics up to L1 so the value is clear, easy to find, and not buried behind several clicks. Renamed Analytics to Service overview delivery.
    Version 8.1.2 - April 2026 (Yokohama)
    • Make Customer Impact its own tab, which shows the same way on Incident, Change, and Problem, that has its own UX format that complements what we are doing with the Diagnostic Framework
    • TSM flag to be renamed ‘PSM’ and returns true when ANY customer impact is identified for an Incident, Problem, or Change. We will be using this for Telemetry
    • Major Case system property does not work as is; we need to let people determine via a different method, and IF they want to use Major Incident as well
    • The notify feature is deprecated and has been replaced by Email templates. A template is built based on the data in the records and sent via email instead.
    • Bring the Account Analytics up to L1 so the value is clear, easy to find, and not buried behind several clicks. Renamed Analytics to Service overview delivery.
    Version 7.9.5 - March 2026 (Australia)
    In Service Operations Workspace, Service Delivery Overview
    Version 7.9.3 - March 2026 (Zurich)
    In Service Operations Workspace, Service Delivery Overview
    Version 7.9.1 - March 2026 (Yokohama)
    In Service Operations Workspace, Service Delivery Overview
    Version 7.7.1 - December 2025 (Zurich)
    Granular admin Security Directive implemented to restrict access of feature only to Granular admin not system admin.
    Version 7.6.1 - December 2025 (Yokohama)
    Granular admin Security Directive implemented to restrict access of feature only to Granular admin not system admin.
    Version 7.5.1 - December 2025 (Xanadu)
    Granular admin Security Directive implemented to restrict access of feature only to Granular admin not system admin.
    Version 7.7.0 - August 2025
    • New:
      • In Service Operations Workspace
        • Incident form: Diagnostic Framework support
        • Change: Diagnostic Framework support
    Version 7.6.0 - August 2025 (Yokohama)
    • New:
      • In Service Operations Workspace
        • Incident form: Diagnostic Framework support
        • Change: Diagnostic Framework support
    Version 7.5.0 - August 2025 (Xanadu)
    • New:
      • In Service Operations Workspace
        • Incident form: Diagnostic Framework support
        • Change: Diagnostic Framework support
    Version 7.3.5 - May 2025 (Yokohama)
    Fix: Poor performance in the SOW workspace due to PSEW analytics tab.
    Version 7.2.5 - May 2025 (Washington, Xanadu)
    Poor performance in the SOW workspace due to PSEW analytics tab.
    Version 7.3.0 - February 2025
    • New:
      • The capability to select the right case type would be determined based on the product model associated with the application service. There can be multiple application services each corresponding to a different product model.
      • Capability to show consumers being affected due to the service disruption.
    Version 5.3.2 - November 2024
    Indicators updated for Analytics tab for the indicators (Avg active case, Avg time to resolve case, Avg time to fulfill, My team avg SLAs report, Overdue SLAs).
    Version 5.1.1 - August 2024
    New: 55 new KPIs tied to the new Performance Analytics Dashboard pages.
    Version 5.0.1 - March 2024
    Fixed: Product references to set trigger points for the trouble ticket use cases. Include few script includes, BRs and dependency.
    Version 4.3.1 - November 2023
    • New: Five tables (Change, Major Incident, Major Case, Problem, and Work-Order) added to the Operations Account 360 View.
    • Changed:
      • Filter modifications to existing tables on the Operations Account 360 Review
      • Backend UXF migration from Record Page Tabs to Standard Record Pages
      • Backend UXF migration from Tab Components to Standard Page Collections
    • Removed: Removed the Provider Request table from the Operations Account 360 View
    Version 4.0.0 - May 2023
    New: Add support for Change Management.
    Version 3.1.0 - February 2023
    • New:
      • Operations Account 360 view improves the Service Operations Workspace with account data to empower technical support to make the right decisions fast
      • Auto-identification of the accounts affected when a configuration item field is added or changed in the Details section of an incident record
    Version 3.0.2 - December 2022
    Changed: Renamed from Proactive Workflows for Providers
    Version 3.0.0 - November 2022
    • New:
      • Comments sync between Incident and Case
      • Auto-close proactive Cases, when the respective Incident is resolved
      • Incident Escalation Policy:
        • Upgrade the Decision Table to Decision Builder also added an extra result Assignment Group
      • Needs Attention flag:
        • Set it to true when an Incident is created OR escalation happens
        • Set it to false when a user from the Assignment Group updates the Incident
      • SOW: New impact Cards under the impact Section:
        • Affected Accounts
        • Cases
      • SOW: New Related List UI Actions
        • Generate Proactive Cases on the Cases Related List. It will generate proactive Cases based on the Affected Accounts.
        • Notify Customer on Cases Related List. It will be used to sync the message from Incident to Selected Cases.
        • Identify Affected Accounts on Affected Accounts Related List. Identify the Affected Accounts from the Affected CIs and Impacted Services.
    • Changed: Renamed the Telecommunications and Media Assurance Workflows app to Proactive Service Experience.
    Version 2.0.0 - August 2022
    Changed: Updated APIs to make it TMF conformant
    Version 1.3.9 - June 2022
    Changed: Dependency application version has been updated based on family trued-up version
    Version 1.3.8 - May 2022
    Fixed: Fixed a compatibility issue caused by an underlying application dependancy
    Version 1.3.0 - February 2022
    • New: Added support for Related Entity and Related Party for trouble ticket APIs:
      • Case
      • Incident
    Version 1.2.2 - December 2021
    Changed: Telecom core dependency version update
    Version 1.2.1 - September 2021
    Changed: Dependency changes
    Version 1.2.0 - July 2021
    New: Application name changed from Telecommunications Assurance Workflows to Telecommunication and Media Assurance Workflows
    Version 1.1.0 - June 2021
    New: This version includes a new API called the Trouble Ticket Open API which is based on the TMForum TMF 621 Trouble Ticket Open API specification
    Version 1.0.2 - March 2021
    New: Incorporates updates to telecommunication assurance workflow demo data
    Version 1.0.1 - December 2020
    • New:
      • Added demo data for network edge CMDB CI class models
      • Added demo data for SD-WAN and CMDB CI class models
    Version 1.0.0 - September 2020
    The Telecommunications Assurance Workflows application includes five workflows that improve the Incident Management application in the Telecommunications Service Management product for incidents which originate from alarms from network management systems.