Xanadu Patch 9a Hotfix 1

  • Release version: Xanadu
  • Updated August 5, 2025
  • 2 minutes to read
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    Summary of Xanadu Patch 9a Hotfix 1

    Xanadu Patch 9a Hotfix 1, updated on August 5, 2025, addresses several important issues across multiple ServiceNow platform components. It is a targeted update designed to fix specific problems reported by users, enhancing functionality and user experience in the HR Agent Workspace, flow customization, navigation, Now Assist panels, and Virtual Agent transcripts. This hotfix is part of the ServiceNow AI Platform major family release and is now available in Regulated Market environments.

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    Key Fixes

    • HR Agent Workspace (Activity Stream): Resolves an issue where worknotes containing carriage returns were not visible when edge encryption was enabled.
    • Declarative Actions: Fixes a problem where customizing flow on new 'Order' line items caused a blank screen for Order Agent and Order Admin users.
    • Next Experience Unified Navigation: Corrects navigation failures caused by invalid routeConfigId entries that prevented Zing search results from opening properly within a workspace.
    • Now Assist Panel (NAP), Now Assist for Virtual Agent (NAVA), and Now Assist for Request (NASS): Addresses an issue in Safari browsers where the "Show more" button was not visible, preventing users from viewing full messages.
    • Virtual Agent: Ensures synthesized output is properly captured in interaction transcripts, improving transparency and record-keeping.

    Upgrade Information

    This hotfix includes all problem (PRB) fixes from previous Xanadu patch versions 1 through 9a. Customers can safely upgrade from any of these versions to ensure their instances contain the latest fixes. It is recommended to upgrade to the latest patch that includes the relevant PRB fixes for your needs.

    For detailed upgrade instructions and the ServiceNow release cycle, customers should refer to the official ServiceNow Upgrades documentation. Additionally, more information on services in isolated environments is available for Regulated Market contexts.

    The Xanadu Patch 9a Hotfix 1 release contains fixes to these problems.

    Build information:
    Build date: 08-03-2025_1126
    Build tag: glide-xanadu-07-02-2024__patch9a-hotfix1-07-27-2025
    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

    Activity Stream

    PRB1743672

    		 Worknotes using Carriage Return aren't displaying in HR Agent Workspace when using edge encryption
    1. Enable Edge Encryption in the HR Workspace.
    2. Open the HR Workspace using an encrypted URL.
    3. Post a Worknote on a HR Case that uses a Carriage Return.

    Notice that the Worknote isn't visible in the Activity Log.

    Declarative Actions

    PRB1839321

    		 Customize flow on the 'Order' line item loads a blank screen for Order Agent/Order Admin users When selecting the Customize flow action on a newly created 'Order' line item for a given Order, the page fails to load.

    Next Experience Unified Navigation

    PRB1908169

    KB2252998

    		 An exact match for an experience with an invalid routeConfigId doesn't navigate A new issue was found which results in Zing search results aren't opening properly within a workspace.

    Refer to the listed KB article for details.

    Now Assist Panel

    PRB1909094

    		 The Show more button isn't visible on Now Assist for Request (NASS) for Safari browsers When using the Now Assist Panel (NAP), Now Assist for Virtual Agent (NAVA), or Now Assist for Request (NASS) on Safari, the Show more button isn't visible after truncation, so the user is unable to see the full message. This prevents users from accessing the complete content of responses.

    Virtual Agent

    PRB1849654

    KB1940828

    		 Synthesized output is not captured in an interaction transcript In Virtual Agent, the transcripts captured on the interaction don't log the synthesized output.

    Refer to the listed KB article for details.

    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.