Combined Proactive Service Experience Workflows release notes for upgrades from Vancouver to Xanadu

Consolidated page of all release notes for Proactive Service Experience Workflows from Vancouver to Xanadu.

How to use this page

To help you prepare for your upgrade, we have combined the cross-family Proactive Service Experience Workflows release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Vancouver 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 Proactive Service Experience Workflows to Xanadu

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

Release	Release notes
Vancouver	No updates for this release.
Washington DC	Customers who prefer not to receive trouble ticket notifications can disable the business rules related to the incident and case tables. To learn more about how to disable the business rules for trouble ticket notification, see Deactivate trouble ticket notification.
Xanadu	No updates for this release.

New features

Between your current release family and Xanadu, new features were introduced for Proactive Service Experience Workflows.

Release	Release notes
Vancouver	No updates for this release.
Washington DC	Handling trouble ticket notifications A trouble ticket in the TMF ecosystem is an incident or case to track and resolve customer-reported issues, network outages, or other problems. A trouble ticket can be created either reactive or proactive way. You can inform the status of these incidents to the external systems through event-driven architectures such as Hermes Kafka or open message bus, depending on the messaging system preferred by the customers.
Xanadu	Customer Service Problem Management Manage the entire process of reviewing, diagnosing, and providing a resolution for service problem cases with Customer Service Problem Management. Proactive Service Experience Workflows Account 360 Analytics Better understand your customers, the services sold, and the progress of ongoing customer account tasks through a centralized dashboard.

Changes

Between your current release family and Xanadu, some changes were made to existing Proactive Service Experience Workflows features.

Release	Release notes
Vancouver	Automation of affected accounts The Identify affected accounts option has been removed from the Incident Overview page. When a configuration item is added or removed, the affected accounts and services are automatically updated.
Washington DC	No updates for this release.
Xanadu	No updates for this release.

Removed

Between your current release family and Xanadu, some Proactive Service Experience Workflows features or functionality were removed.

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

Deprecations

Between your current release family and Xanadu, some Proactive Service Experience Workflows features or functionality were deprecated.

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

Activation information

Review information on how to activate Proactive Service Experience Workflows.

Release	Release notes
Vancouver	Install Telecommunications, Media and Technology Assurance by requesting it from the ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.
Washington DC	The telecommunications trouble ticket notification feature is available in the Telecommunications, Media and Technology Assurance with activation of the API Notification Management (sn_notif_api_mgmt) plugin. Install Telecommunications, Media and Technology Assurance by requesting them from the ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.
Xanadu	Install Proactive Service Experience Workflows by requesting it from the ServiceNow Store.

Additional requirements

If any additional requirements were introduced or changed for Proactive Service Experience Workflows we have noted them here.

Release	Release notes
Vancouver	No updates for this release.
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 Proactive Service Experience Workflows we have noted them here.

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

Accessibility information

Review details on accessibility information for Proactive Service Experience Workflows, such as specific requirements or compliance levels.

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

Localization information

If there are specific localization considerations for Proactive Service Experience Workflows we have noted them here.

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

Highlight information

If there are specific highlight considerations for Proactive Service Experience Workflows we have noted them here.

Release	Release notes
Vancouver	Update your affected accounts automatically when configuration items are added or removed, eliminating the need for manual identification. See Telecommunications, Media and Technology Assurance for more information.
Washington DC	Inform customers about the status of trouble ticket incidents or cases that are created using the Telecommunications trouble ticket notification feature. See Telecommunications, Media and Technology Assurance for more information.
Xanadu	Enable customer service agents to efficiently identify and resolve customer service problems using the Customer Service Problem Management application. Enable the operations team to manage and monitor operational data through a centralized analytical dashboard. See Proactive Service Experience Workflows for more information.