Zurich Patch 2 Hotfix 3

  • Release version: Zurich
  • Updated November 20, 2025
  • 2 minutes to read
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    Summary of Zurich Patch 2 Hotfix 3

    The Zurich Patch 2 Hotfix 3, released on November 20, 2025, addresses specific issues within the ServiceNow platform, particularly enhancements to AI Agents and Virtual Agent functionalities. This hotfix is applicable for environments within the Regulated Market.

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    Key Features

    • AI Agent Updates: The hotfix updates the AI Agents true-up version to 4.0.38, resolving a potential infinite loop during upgrades.
    • Virtual Agent Improvements:
      • Fixes issues where only one agentic workflow executes successfully when multiple triggers fire simultaneously, leading to errors in others.
      • Addresses the creation of empty messages in Agentic Mode by ensuring valid message content.
      • Resolves issues with live agent functionalities in third-party integrations, ensuring user messages are received correctly.

    Key Outcomes

    Customers can expect improved reliability and performance in their AI Agents and Virtual Agent workflows following this hotfix. Upgrading to this release ensures that any existing issues related to the aforementioned problems are resolved, enhancing overall user experience and efficiency in operations.

    The Zurich Patch 2 Hotfix 3 release contains fixes to these problems.

    Build information:
    Build date: 11-18-2025_1831
    Build tag: glide-zurich-07-01-2025__patch2-hotfix3-11-14-2025
    Important:
    For more information about how to upgrade an instance, see ServiceNow upgrades.

    For more information about the release cycle, see the ServiceNow Release Cycle.

    Note:
    This ServiceNow AI Platform® major family release is now available in ServiceNow's Regulated Market environments. For more information about services available in isolated environments, see KB0743854.

    Fixed problem

    Problem Short description Description Steps to reproduce

    AI Agents (Glide Family)

    PRB1963825

    		 Update AI Agents (AIA) true-up version to 4.0.38 Updating the AIA true-up version to fix a potential infinite loop in an upgrade scenario.

    Virtual Agent

    PRB1947698

    		 Only one agentic workflow executes successfully when the same trigger fires simultaneously When a workflow trigger fires simultaneously multiple times, only one of the resulting agentic workflows executes successfully. The other workflows terminate immediately with an error indicating that no session ID could be found. Each trigger correctly creates a new execution plan and a new conversation record, but only one conversation proceeds, while the others fail at the start.
    1. Create the agentic workflow named 'Test multiple case executions'.
    2. Select three or more case records and update them simultaneously so that the trigger fires for all at once.
    3. Notice that the three execution plans (sn_aia_execution_plan) and three conversation records are created. Only one conversation and execution plan executes successfully. The other conversations don't continue after the first task with the error 'No session ID found'.

    Expected behavior: Each triggered workflow should independently create or resolve its own valid session so that all conversations execute successfully, even under concurrent trigger conditions.

    Actual behavior: Only one conversation executes successfully. The other conversations either terminate immediately or don't continue after the first task with 'No session ID found' error.

    Virtual Agent

    PRB1962510

    Empty sys_cs_message is created when Agentic Mode is on
    1. Set up NAVA.
    2. Make sure Agentic Mode is turned on.
    3. Search 'What is spam?'.
    4. Navigate to sys_cs_message.
    5. Check for an empty message.

    Virtual Agent third-party integrations

    PRB1956730

    		 Live agent only mode doesn't work for third-party channels The user messages aren't be received by the agent. This message appears in the log: 'Couldn't find rich control, dropping current message'.
    1. Set up VA and a third-party channel (for example, Teams).
    2. Set up VA to live-agent only mode (for example, by having a custom greeting topic that directs to LA).
    3. Start the conversation.
    4. Accept as agent.
    5. Attempt to send messages as a user.

    Observe that the user messages aren't received by the agent with this message in the log: 'Couldn't find rich control, dropping current message'.

    Fixes included

    Unless any exceptions are noted, you can safely upgrade to this release version from any of the versions listed below. These prior versions contain PRB fixes that are also included with this release. Be sure to upgrade to the latest listed patch that includes all of the PRB fixes you are interested in.