Combined Case and Knowledge Management release notes for upgrades from Washington DC to Xanadu

Consolidated page of all release notes for Case and Knowledge Management from Washington DC to Xanadu.

How to use this page

To help you prepare for your upgrade, we have combined the cross-family Case and Knowledge Management release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Washington DC to Xanadu.

Tip:

If there were no updates for a release notes section in a certain family release, we included a short note for your reference. For example, if a product did not have any updates in Tokyo, the row says "No updates for this release."

Important information for upgrading Case and Knowledge Management to Xanadu

Before you upgrade to Xanadu, review these pre- and post-upgrade tasks and complete the tasks as needed.

Release	Release notes
Washington DC	No updates for this release.
Xanadu	No updates for this release.

New features

Between your current release family and Xanadu, new features were introduced for Case and Knowledge Management.

Release	Release notes
Washington DC	No updates for this release.
Xanadu	Guided setup for HR Service Delivery Run the guided setup for each domain within HR Service Delivery. Prior to the Xanadu release, you could run the guided setup at the global domain only. Workflow to Workflow Studio migration Because of the enhanced features in Workflow Studio, the HR Service Activities, HR Case User Acceptance, HR Case Approval subflows have been migrated from Workflow to Workflow Studio. As an HR administrator, you can configure the sn_hr_core.deprecated_workflows system property to decide whether to run a legacy workflow or corresponding flow in Workflow Studio. Zero Trust Access (ZTA) for HR Service Delivery Enable an administrator to configure in-time access with the dynamic role relegation feature. Based on different criteria such as the IP address, location, device, or time, the administrator can craft policies to permit only a certain subset of the user's original roles in the session.

Changes

Between your current release family and Xanadu, some changes were made to existing Case and Knowledge Management features.

Release	Release notes
Washington DC	No updates for this release.
Xanadu	No updates for this release.

Removed

Between your current release family and Xanadu, some Case and Knowledge Management features or functionality were removed.

Release	Release notes
Washington DC	No updates for this release.
Xanadu	No updates for this release.

Deprecations

Between your current release family and Xanadu, some Case and Knowledge Management features or functionality were deprecated.

Release	Release notes
Washington DC	No updates for this release.
Xanadu	Starting with the Xanadu release, HR Document Templates is being prepared for deprecation. HR Document Templates is hidden and is no longer installed on new instances but will continue to be supported. For details, see the Deprecation Process [KB0867184] article in the Now Support Knowledge Base. You can use the ServiceNow Document Templates application instead of HR Document templates.

Activation information

Review information on how to activate Case and Knowledge Management.

Release	Release notes
Washington DC	No updates for this release.
Xanadu	Case and Knowledge Management is a ServiceNow AI Platform feature that is available with activation of the Human Resources Scoped App: Core [com.sn_hr_core].

Additional requirements

If any additional requirements were introduced or changed for Case and Knowledge Management we have noted them here.

Release	Release notes
Washington DC	No updates for this release.
Xanadu	No updates for this release.

Browser requirements

If any specific browser requirements were introduced or changed for Case and Knowledge Management we have noted them here.

Release	Release notes
Washington DC	No updates for this release.
Xanadu	No updates for this release.

Accessibility information

Review details on accessibility information for Case and Knowledge Management, such as specific requirements or compliance levels.

Release	Release notes
Washington DC	No updates for this release.
Xanadu	No updates for this release.

Localization information

If there are specific localization considerations for Case and Knowledge Management we have noted them here.

Release	Release notes
Washington DC	No updates for this release.
Xanadu	No updates for this release.

Highlight information

If there are specific highlight considerations for Case and Knowledge Management we have noted them here.

Release	Release notes
Washington DC	No updates for this release.
Xanadu	Use the new HR guided setup that supports domain separation at the global and at the parent or child levels. HR Document Templates is being deprecated and is no longer available for use. You can use the ServiceNow Document Templates application instead of HR Document Templates. See Case and Knowledge Management for more information.