Upgrade information for all Zurich features and products
Cumulative release notes summary on upgrade information for Zurich features and products.
| Application or feature | Details |
|---|---|
| AI Desktop Actions | Upgrade the currently installed AI Desktop Actions Software Installers (MSIs) by downloading and installing the newer version of the application. Make sure to close the current execution and close the desktop app before staring the installation for upgrade. For more information, see Download AI Desktop Actions installer. |
| AI Search | After you upgrade to Zurich from an earlier family release, run full document crawls in all your external content connectors to update their semantic vector indexing field mappings. |
| Application Manager | Application Manager is active by default on instances on the Zurich release. Upgrade your instance to Zurich patch 4 or later to use the latest features. For information about upgrading your ServiceNow AI Platform instance, see Prepare your upgrade. |
| Application Vulnerability Response |
|
| Automated Test Framework | Copy and customize quick start tests provided by the ServiceNow AI Platform® to validate that your instance works after you make any configuration changes. For example, if you apply an upgrade or develop an application. The tests can produce a pass result only when you run them on a base system without any customizations and with the default demo data that is provided with the application or feature plugin. To apply a quick start test to your instance-specific data, copy the quick start test and add your custom data. For more information, see Available quick start tests by application or feature. |
| CPQ Configurator | If you used the legacy product configurator previously and want to use the CPQ Configurator, after upgrading, you must set the sn_prd_pm.enable_advanced_configuration system property to true to be able to use the configurator in Sales Customer Relationship Management workflows. |
| Change Management | As part of the update to use Flow instead of Progress Workers for conflict detection, the Conflict Checker Progress UI Formatter record references a new UI macro, change_conflict_worker_progress_gate. This macro checks the change.conflict.useprogressworker system property to determine the conflict detection mechanism and then displays the corresponding UI macro to work with either Progress Workers or the Change Management Worker table. For more information, see Conflict detection. |
| Cloud Cost Management 9.0 | The Cloud Cost Management platform support is available beginning with the Xanadu release. For instructions on upgrading Cloud Cost Management to Zurich, see Upgrade Cloud Cost Management. |
| Cloud Exposure View | The Cloud Exposure View is a workspace in the Cloud Security for Cloud Workspace application that is supported by the Unified Security Exposure Management application. Unified Security Exposure Management (USEM) and the Cloud Security for Cloud Workspace applications are required. USEM is available to all customers who are entitled to Vulnerability Response. See Unified Security Exposure Management release notes for more information. |
| Configuration Compliance | If you are currently using Configuration Compliance, and you do not intend to upgrade to Unified Security Exposure Management (USEM), install a version below v30.x of Configuration Compliance and for upgrades to supported third-party integration applications. The Missing Assets [sn_vul_wiz_missing_asset] table used for storing assets imported by the backfill integrations for the Vulnerability Response Integration with Wiz is deprecated. If you are currently using the Vulnerability Response with Wiz integrations, after updating to version 1.1, you must backdate any of your existing Wiz primary integrations by three days and run them. Please review more information about the Wiz integration at SecOps articles on the Security Operations Community. For more information about the released versions of the Vulnerability Response application as well as the third-party and ServiceNow applications that are compatible with the Zurich release, see the Vulnerability Response Compatibility Matrix and Release Schema Changes [KB0856498] article in the Now Support Knowledge Base. |
| Configuration Management Database (CMDB) | Due to the removal of the Design value for the operational status attribute in a CI, after an upgrade, you must review all CIs that have the discovery source attribute set to Manual via IRE. Review the operational status attribute of those CIs and set it to a supported value in CMDB for your environment. For example, you can set the attribute to Non-Operational. For more information about the operational status values, see Life cycle of tangible/physical CIs. On an upgraded Zurich instance, to configure the sn_cmdb_admin and the sn_cmdb_editor user roles with the necessary permissions to perform some CMDB Workspace tasks, you must manually run the scheduled job Remove CMDB Roles from ITIL roles and Add CUD access to sn_cmdb_admin/sn_cmdb_editor roles. This scheduled job modifies the user
roles as follows:
|
| Container Vulnerability Response | If you are currently using Container Vulnerability Response, and you do not intend to upgrade to Unified Security Exposure Management (USEM), install a version below v30.x of Container Vulnerability Response and for upgrades to supported third-party integration applications. The Missing Assets [sn_vul_wiz_missing_asset] table used for storing assets imported by the backfill integrations for the Vulnerability Response Integration with Wiz is deprecated. If you are currently using the Vulnerability Response with Wiz integrations, after updating to version 1.1, you must backdate any of your existing Wiz primary integrations by three days and run them. Please review more information about the Wiz integration at SecOps articles on the Security Operations Community. For more information about the released versions of the Container Vulnerability Response application as well as the third-party and ServiceNow applications that are compatible with the Zurich release, see the Vulnerability Response Compatibility Matrix and Release Schema Changes [KB0856498] article in the Now Support Knowledge Base. |
| Customer self-service for Sales Customer Relationship Management | The new order checkout experience and improved cart capabilities are delivered through a new Sales Cart plugin (sn_sales_cart). As an admin, you must perform the Post-upgrade order migration for the Business Portal to continue providing a seamless experience for your customers. Failing to perform the upgrade steps can result in your customers losing products added to their carts. |
| Digital End-User Experience | For details on DEX data migration, refer to the DEX data migration to allocated, last logged in user, last logged in location column of Dex device table [KB2144029] and DEX data migration to CI type column of Alert Metadatas table [KB2141007] articles in the Now Support Knowledge Base. |
| Encryption | For the GlideEncrypter API, NIST 800-131A Rev 2 has recommended against using the Triple Data Encryption Standard (3DES) encryption. The following changes are taking place in the Zurich release with the official removal of 3DES encryption for GlideEncrypter.
In the Zurich release, Column Level Encryption has received a required upgrade to Key Management Framework Column Level Encryption (KMF-CLE) due to the platform-wide deprecation of 3DES. For more information about this upgrade, see KB1700704. |
| Encryption Key Management |
|
| Enterprise Asset Management | Starting with Zurich release, a new menu, Asset put away, has been added to the ServiceNow Agent app navigation bar. When upgrading to the Zurich release, a fix script identifies whether the ServiceNow Agent app navigation bar was customized and takes the necessary action.
|
| External Content Connectors | Beginning with version 2 of the External Content Connectors application, external content connectors implement semantic vector indexing for crawled items. When you upgrade to a version that supports semantic vector indexing, your existing connectors will reindex all previously retrieved items the next time they're visited by a crawl, even if those items' content is unchanged. To force semantic vector indexing of your external content items as soon as possible after upgrading, cancel any running crawls, then restart the canceled crawls manually. When you upgrade to version 4 of the External Content Connectors application from an earlier version, searches may not show all previously crawled content until you've completed both a content crawl and a user mapping crawl for each upgraded connector. The first content crawl run after the upgrade will reindex all searchable content from the source system, and the user mapping crawl will reindex all security principals from the source system. All crawled content should be shown in searches after both of these crawls are complete. |
| Field Service Management | Effective March 1, 2025, the Google Places API, Directions API, and Distance Matrix API have been designated as legacy services. The newer versions of these services are Places API (New) and Routes API. Google Maps APIs for Field Service capabilities uses the latest version of the APIs in the Zurich release and Dispatcher Workspace version 8.0. To help avoid issues with the Google Maps APIs, enable Places API (New) and Routes API from Google Cloud Platform Console. |
| Flows, subflows, and actions in Workflow Studio | An earlier version of the save as you go feature was released and withdrawn from the Washington DC release. If you're upgrading from the Washington DC release, you might have manually turned off the save as you go features by setting a system property. To restore the save as you go features, see Restore save as you go functionality. |
| Generative AI Controller | Generative AI Controller is installed or updated when you install or update a Now Assist application. If you have issues installing or updating applications, see this knowledge article or open a support case. |
| Hardware Asset Management |
|
| Impact | The Impact Store Application configuration requires a sequence of tasks in a unified registration process. See Configure the Impact Store Application. |
| Instance Data Replication |
|
| MID Server | For the latest MID Server system requirements, see MID Server system requirements. The minimum JRE version supported is 17.0.10 and the recommended version is 17.0.12. If you have installed your own JRE, the upgrade process takes the following actions to verify that the MID Server uses a supported JRE:
All MID Server host machines require access to the download site at install.service-now.com to enable auto-upgrades. For additional details, read how the system manages MID Server upgrades. Only one Windows MID Server service is permitted according to the executable path. Upgraded Windows MID Servers that have multiple services pointing to the same installation folder can’t start. See MID Server fails to start for more information. For more information about MID Server upgrades, see the following topics:
|
| Notify | Starting with the Zurich release, Notify uses subflows instead of workflows. For existing users in Zurich, your current workflows are still supported. For new users, your Notify plugin installations use subflows. As part of this transition, the following workflow activities are available as flow actions and can be used when creating subflows:
Maintain, build, and modify your own custom subflows in Workflow Studio with subflows for new instances. The following base system workflows have been migrated to subflows:
Note: All workflow-related artifacts have been moved to a new plugin, which is maintained in a support-only mode and isn't available for new
installations. |
| Now Assist | Customers who have not opted into third-party, large language models may be routed to them during skill execution. If the new model is not provisioned or available in your environment, this will result in skill execution failures. Check the models your skills use within Now Assist admin console. If you customized UI actions or other items that are associated with Now Assist skills, confirm that your customized code is updated with the new skill releases. Otherwise, certain functions might not work as expected. If you run into issues when you're upgrading a Now Assist product, see the Issues and mitigation for Now Assist (Generative AI) Applications and Plugin updates [KB1637452] article in the Now Support Knowledge Base. Log in to view the article. The Zurich release introduces enhanced protections for read‑only fields across the ServiceNow® AI Platform. These changes include a new “read_only_option” field with granular control levels, including “strict_read_only” and “client_script_modifiable". The changes occur in the back-end and
maintain backward‑compatible behavior. This update helps strengthen your instance security while preserving the flexibility you need. If you have custom client scripts that modify ServiceNow® ‑owned read‑only fields using The existing Access Control Lists (ACLs) will be updated to replace the 'admin' role with specific, purpose-driven granular roles within scripts or security attributes. As part of this update, the
|
| Now Assist for CMDB | The installation (activation) process has changed for the Now Assist for CMDB v2.1 plugin. See Configuring Now Assist for CMDB for the new instructions. |
| Now Assist for Hardware Asset Management (HAM) | If you have the procurement_user user role, you can access the help manage hardware asset requests agentic workflow, which includes the following AI agents:
|
| Now Assist for IT Service Management (ITSM) | When you upgrade to the Zurich Patch 4 release, any customizations you may have made to the Now Assist context menu (NACM) won’t be preserved. For more information, see the Community article Upgrade information for the NACM support in Now Assist for ITSM. The Incident assist agentic workflow is active by default and includes all the capabilities of the [DEPRECATED] Incident assist skill, with enhancements. When you upgrade to the Zurich Patch 8 release, if you have the [DEPRECATED] Incident assist skill activated, consider deactivating it to avoid redundancy. For more information, see Incident assist skill. Starting with the Australia Patch 2, the Incident assist skill has been deprecated, moved to the Archive section, and is no longer available for use. |
| Now Assist for Security Incident Response (SIR) | Note: For more information, see Now Assist skills, agents, and agentic workflows on by defaultThe following Now Assist skills, agents, and agentic workflows for Now Assist for Security Incident Response are activated by default: Skills
Agentic workflows
Agents
Note: Upgrading the Now Assist plugins activates any designated skills that were previously untouched by the customer.
When you update the Now Assist for Security Incident Response (SIR) application, the dependency applications are automatically updated. For more information about required applications for Now Assist for Security Incident Response, see Supporting information for Now Assist for Security Incident Response. The AI Search application must be enabled so that the recommended actions skill works for security incidents with Now Assist for Security Incident Response. To verify that AI Search is enabled on your instance, navigate to . Contact support if the page indicates that AI Search isn’t enabled. |
| Now Assist for Vulnerability Response | The following Now Assist skills for Now Assist for Vulnerability Response
are activated by default.
When you update the Now Assist for Vulnerability Response application, the dependency applications are automatically updated. For more information about required applications for Now Assist for Vulnerability Response, see Supporting information for Unified Security Exposure Management AI skills and agents. |
| Now Assist in Contract Management | If you're upgrading to Now Assist in Contract Management from Yokohama (Patch 2 and lower) or Xanadu (Patch 8 and lower), and you have customized use cases, run a fix script to migrate the existing data to the Now Assist Admin console.
|
| On-Call Scheduling | Starting from the Zurich release, On-Call Scheduling uses subflows, not workflows. You must transition from workflows to subflows, because the workflows are considered as legacy workflows. For existing users in Zurich, your current workflows continue to be supported. However, for new users, the On-Call Scheduling plugin installations on Zurich and later instances only use subflows. Maintain, build, and modify your own custom on-call scheduling flows in Workflow Studio with subflows for new instances. The following subflows are available for configuration: |
| Operational Resilience | After upgrading to Operational Resilience version 21.0.x, rerun the Update CSDM and other dependencies scheduled job to populate the additional metadata that was introduced in this release. |
| Performance Analyzer | Starting with the Zurich release, Performance Analyzer is available on your instance automatically. For access to Performance Analyzer on earlier instances, install Performance Analyzer from the ServiceNow® Store. |
| Platform Analytics experience | On upgrade, any homepages on your instance that have been opened are migrated to Core UI dashboards, which are visible in the dashboard library. For more information, see Homepage deprecation. Simple lists are all converted to the new List element on upgrade. |
| Playbooks in Workflow Studio | After you upgrade to Zurich, update the Workflow Studio application in the ServiceNow Store. |
| Product Catalog Management and Pricing Management | Pricing Management v15.0.0 provides a default pricing plan that includes new steps to support pricing strategies introduced in this release. If you're using a custom pricing plan from an earlier release, review the default pricing plan, which is in a Retired state after you upgrade. Determine whether you want to publish the default plan or customize the default pricing plan for your needs. The default plan contains new steps for calculating net pricing and roll-up values for configurable products in quotes and orders: Net Price Calculation, Line Rollup, and Header Rollup steps. This pricing functionality existed in previous releases for quotes and orders but wasn’t included in the default pricing plan. To retain this previous functionality for quotes and orders, you must add the Net Price Calculation, Line Rollup, and Header Rollup steps in your custom pricing plan before you publish it for use. If you used the legacy product configurator previously and want to use the CPQ Configurator, after upgrading set the sn_prd_pm.enable_advanced_configuration system property to true. When set to true, this property enables the CPQ Configurator. If you want to use AI Search for product catalog searches, before upgrading install Now Assist for Sales Force Automation (SFA), which includes the plugins needed for AI Search functionality. After upgrading, complete various steps to implement AI Search. These steps include running a scheduled job to set up AI Search and enabling AI Search in the product catalog interface by setting the enable_ai_search_in_catalog system property to true. For details on these configuration steps, see Configuring AI Search for product catalog search. |
| Public Sector Digital Services | After the upgrade, certain public sector menus and menu items in CSM Configurable Workspace revert to their original CSM label names. You can relabel these items for public sector use by updating the labels for the Customer, Accounts, and Service Organizations UX list category records. For more details on relabeling, navigate to , and select . |
| RPA Hub | Upgrade any of these currently installed Microsoft Software Installers (MSIs) by downloading the RPA applications:
The following upgrade information is applicable only when you’re upgrading from San Diego or Tokyo to Zurich. Based on the number of records in the application file table, you may experience a delay while upgrading the RPA Hub applications from Tokyo or earlier releases to Zurich. Before upgrading RPA Hub to Zurich, you must set the value of the glide.rollback.blacklist.TableParentChange.change system property to false. If this property doesn't exist in the System Property [sys_properties] table, add the property and set its value to false. For more information on how to add a property, see Add a system property. After you upgrade to Zurich, the bot process definitions change to the new structure, which is the bot process configuration. Although the bot process configuration doesn't replace the bot process completely, most fields are moved from the bot process to the bot process configuration. If you upgrade to Zurich without updating the system property value, the tables don’t extend the Application File [sys_metadata] table. To update the table changes manually, see the Restructuring RPA Hub tables to sys_metadata in Utah and beyond release [KB1223629] article in the Now Support Knowledge Base. |
| Retail applications | Starting with this release onwards, the retail base case has been made abstract. (An abstract case or abstract case type is a base configuration of a case that is intended to be extended by specialized
case types rather than used directly.) After upgrading to the Zurich release and for any version updates beginning with the Yokohama release, if you are using the retail base case table you will no longer be able to create new cases or update existing cases. Use the following case types instead:
You can also extend your own case types. For more information on these changes, see the Impact analysis and guidance: Retail case table updates [KB2216547] article in the Now Support Knowledge Base. |
| SQL API | ServiceNow provided customers with a free SOAP‑based ODBC client. If you have an active RaptorDB Pro entitlement, you can migrate to the REST‑based SQL API client by completing the required configuration on both the server and client sides. For more information, see Configuring SQL API. |
| Security Posture Control | For a complete list of the applications that are required to implement Security Posture Control, see Install Security Posture Control. |
| Service Exchange |
|
| Service Observability | If you have the snc_sow_svcobs.manager role, you must belong to a user groups with a type of |
| Service Operations Workspace for ITSM | Ensure that the following applications have compatible upgraded versions:
For more information on compatible versions, see Version compatibility between Service Operations Workspace for ITSM and Service Operations Workspace ITOM. |
| ServiceNow AI Platform core feature | The dynamic schema application framework has been revised in the Zurich release. If you implemented dynamic schema in Xanadu or Yokohama, the application is automatically migrated to a new framework as part of the upgrade to the Zurich release. For details on the migration, see the Dynamic Schema Zurich Migration Guide [KB2146133] article in the Now Support Knowledge Base. |
| ServiceNow IDE | ServiceNow IDE version 2.1.2 is active by default on instances on the Zurich release. Update to ServiceNow IDE version 3.0 or later to use the latest features. For information about updating ServiceNow IDE, see Install or update the ServiceNow IDE. |
| ServiceNow SDK | To upgrade to the latest version of the ServiceNow SDK globally or within an application, see Upgrade the ServiceNow SDK. ServiceNow SDK version 4.0 supports integration with ServiceNow instances beginning with the Washington DC release. On Windows systems, after upgrading to ServiceNow SDK version 4.3 or later, existing stored credentials aren’t supported due to the deprecation of Keytar. Users on Windows systems must add their user credentials again using the now-sdk auth
--add command to authenticate with instances. For more information, see Authenticating to a ServiceNow instance with the ServiceNow SDK.Note: For more information about minor releases of the ServiceNow SDK, see the ServiceNow SDK repository on GitHub. |
| ServiceNow Studio | ServiceNow Studio no longer has to be downloaded from the ServiceNow Store. It’s available on the ServiceNow AI Platform by default. |
| ServiceNow Vault | To install ServiceNow Vault, the following must be installed: |
| Skills Foundation | You cannot download industry skills data as part of the guided setup. |
| Software Asset Management | Starting from the Zurich release, the following workflows are migrated to Flow Designer as flows:
Starting from the Zurich release, the Software Asset Workspace plugin (com.sn_sam_workspace) is moved from the family release to the Software Asset Workspace store application. After upgrading to Zurich, the Software Asset Workspace plugin (com.sn_sam_workspace) is inactivated and the Software Asset Workspace store application (sn_sam_workspace) is enabled in the instance. When upgrading to the Software Asset Management – SaaS License Management plugin (sn_sam_saas_int) version 16.0.6 or later in the Zurich release, verify that the Software Asset Workspace store app (sn_sam_workspace) is updated to version 9.0.4. |
| Source-to-Pay Operations Integrations | Important:
Due to a performance issue identified with the upgrade fix script, the sourcing fix script has been modified. This script will no longer execute automatically during the upgrade process. Instead, it is now
delivered as an on-demand job. Administrators must manually execute this job outside of business hours after the upgrade is complete. |
| Strategic Planning | After upgrading to Strategic Planning v4.8.0, the existing Investment type and Investment class fields will appear as Investment type (Deprecated) and Investment class (Deprecated) respectively across the Planning page including in the Prioritization and Roadmap views and in the Scenario Planning page. The values from these deprecated fields will be automatically copied to the new Investment type and Investment class fields. If you previously applied filters or personalized your view using the deprecated fields, you must update those configurations to use the new Investment type and Investment class fields across the workspace—including in the Prioritization and Roadmap views on the Planning page, as well as in the Scenario Planning page. |
| Subscription Management | Subscription Management version 5.0 is active by default on all instances of the Zurich release. Update to Subscription Management version 6.1 or later to use the latest features. For more information about updating Subscription Management, see Update an application or plugin. |
| Synthetic monitoring | If you want to run monitors using a MID Server as a location, you must restart the MID Server after upgrading. |
| Third-party Risk Management | If you’re a VRM user upgrading to TPRM and upgrading to Vancouver or a later release from an earlier release, you must run each upgrade sequentially to ensure that fix scripts run correctly. For example, you must upgrade from Utah to Vancouver, Vancouver to Washington DC, and so on. If the scripts don’t run in the correct order, you can get data inconsistencies, broken functionalities, and conflicts. After upgrading to version 21.0.x, you can enable the Smart Assessment Engine (SAE) by setting the Smart Assessment Engine enabled (sn_vdr_risk_asmt.sae_enabled) property. After setting this property, Smart Assessment Engine (SAE) becomes the default assessment engine and replaces the legacy experience. The transition isn’t reversible. Warning: Set this property in your non-production instances and conduct thorough testing before changing your production instances. Failure to do so may result in unexpected issues. For more information on upgrading from VRM to TPRM and the differences between the Smart and Classic Assessment engines, see Third-party Risk Management upgrade information. For existing TPRM customers, after upgrading to version 21.0.3, data from the Industry column in the Company [core_company] table is automatically migrated to the tprm_industry column. Migration can take several hours depending on the number of records in the Company [core_company] table. After migration, a system log message confirms that the migration is complete. Review the Company [core_company] table content and update any customizations referencing the Industry field to use tprm_industry. After verifying the migration and updating customizations, you can drop the Industry column. |
| Unified Security Exposure Management | Unified Security Exposure Management is available to all customers who are entitled to Vulnerability Response, however, migrating to USEM is a major upgrade that introduces a unified architecture for improved performance, scalability, and streamlined workflows. Before upgrading, leverage the Migration assistant for Unified Security Exposure Management that is available as an update set. See the Migration Guidance to Unified Security Exposure Management [KB2556844] Knowledge Base article for more information. This tool provides a guided experience for plugin installation, data mapping, rule migration, and post-migration validation, reducing risk and manual effort. Ensure that all integrations and workflows are reviewed for compatibility before initiating migration. For more information, see Migrating from Vulnerability Response to Unified Security Exposure Management (USEM) and Migrate to Unified Security Exposure Management (USEM) from Vulnerability Response. |
| Vulnerability Response | If you're currently using Vulnerability Response, and you do not intend to upgrade to Unified Security Exposure Management (USEM), install a version below v30.x of Vulnerability Response and for upgrades to supported third-party integration applications. The Missing Assets [sn_vul_wiz_missing_asset] table used for storing assets imported by the backfill integrations for the Vulnerability Response Integration with Wiz is deprecated. If you're currently using the Vulnerability Response with Wiz integrations, after updating to new version 1.1, you must backdate any of your existing Wiz primary integrations by three days and run them. Review more information about the Wiz integration at SecOps articles on the Security Operations Community. For more information about the released versions of the Vulnerability Response application as well as the third-party and ServiceNow applications that are compatible with the Zurich release, see the Vulnerability Response Compatibility Matrix and Release Schema Changes [KB0856498] article in the Now Support Knowledge Base. |
| Zero Copy Connector for ERP | If you have existing scheduled extractions and have upgraded to Zurich, run the Scheduled Extraction V2 Move fix script to place scheduled extractions in a new table where scheduling is done by the scheduled scripts engine. For detailed steps, see Run fix scripts. |
) is included in the navigation bar