--- sourceDocument: zurich Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/yokohama/delta-vancouver-zurich Release : - yokohama ft:locale : - en-US ft:publication_title : - zurich Combined Product Files ft:clusterId : - delta3zv bundleId : - delta3zv --- Combined ITSM Virtual Agent release notes for upgrades from Vancouver to Zurich =============================================================================== Combined ITSM Virtual Agent release notes for upgrades from Vancouver to Zurich {#ariaid-title1} ================================================================================================ * Release version: Yokohama * * Updated January 30, 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read Consolidated page of all release notes for ITSM Virtual Agent from Vancouver to Zurich. How to use this page -------------------- To help you prepare for your upgrade, we have combined the cross-family ITSM Virtual Agent release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Vancouver to Zurich. 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 ITSM Virtual Agent to Zurich ---------------------------------------------------------------- Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-itsmvirtualagent-summary__entry__2} | Release | Release notes | |---------------|------------------------------| | Vancouver | No updates for this release. | | Washington DC | No updates for this release. | | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] New features ------------ Between your current release family and Zurich, new features were introduced for ITSM Virtual Agent. {#dfrn3-itsmvirtualagent-summary__entry__14} | Release | Release notes | |---------------|------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------| | Vancouver | [Issue Auto Resolution for ITSM Virtual Agent](https://www.servicenow.com/docs/access?context=itsm-va-auto-resolution&family=vancouver&ft:locale=en-US) : Configure the Issue Auto Resolution (IAR) record with response channels and also provide default email templates for the email channel. Issue Auto Resolution Tuning : A new Issue Auto Resolution model has been introduced to support tuning the default IAR intents in the NLU Workbench before returning to the IAR Admin Console. | | Washington DC | No updates for this release. | | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] Changes ------- Between your current release family and Zurich, some changes were made to existing ITSM Virtual Agent features. {#dfrn3-itsmvirtualagent-summary__entry__26} | Release | Release notes | |---------------|-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------| | Vancouver | Dialog intelligent enhancements : Enhanced the IT Service Management (ITSM) topics to leverage the latest platform Dialog Acts enhancements by changing the toggle from node-level to the topic-level. The Dialog Acts enhancement is enabled for all topics available in ServiceNow® Virtual Agent and Virtual Machine applications. Contextual Search in ITSM Virtual Agent : Topics that leverage Contextual Search and Request Catalog Item topic blocks and are duplicated from the Global scope now work without any errors because they are made accessible in all the scopes. | | Washington DC | No updates for this release. | | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] Removed ------- Between your current release family and Zurich, some ITSM Virtual Agent features or functionality were removed. {#dfrn3-itsmvirtualagent-summary__entry__38} | Release | Release notes | |---------------|------------------------------| | Vancouver | No updates for this release. | | Washington DC | No updates for this release. | | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] Deprecations ------------ Between your current release family and Zurich, some ITSM Virtual Agent features or functionality were deprecated. {#dfrn3-itsmvirtualagent-summary__entry__50} | Release | Release notes | |---------------|------------------------------| | Vancouver | No updates for this release. | | Washington DC | No updates for this release. | | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] Activation information ---------------------- Review information on how to activate ITSM Virtual Agent. {#dfrn3-itsmvirtualagent-summary__entry__62} | Release | Release notes | |---------------|----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------| | Vancouver | Install ITSM Virtual Agent by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) 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](https://www.servicenow.com/docs/access?context=sn-store-release-notes&family=vancouver&ft:locale=en-US). | | Washington DC | No updates for this release. | | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] Additional requirements ----------------------- If any additional requirements were introduced or changed for ITSM Virtual Agent we have noted them here. {#dfrn3-itsmvirtualagent-summary__entry__74} | Release | Release notes | |---------------|------------------------------| | Vancouver | No updates for this release. | | Washington DC | No updates for this release. | | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] Browser requirements -------------------- If any specific browser requirements were introduced or changed for ITSM Virtual Agent we have noted them here. {#dfrn3-itsmvirtualagent-summary__entry__86} | Release | Release notes | |---------------|-------------------------------------------------------------------------------------------| | Vancouver | ITSM Virtual Agent supports various browsers, including Google Chrome and Microsoft Edge. | | Washington DC | No updates for this release. | | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] Accessibility information ------------------------- Review details on accessibility information for ITSM Virtual Agent, such as specific requirements or compliance levels. {#dfrn3-itsmvirtualagent-summary__entry__98} | Release | Release notes | |---------------|------------------------------| | Vancouver | No updates for this release. | | Washington DC | No updates for this release. | | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] Localization information ------------------------ If there are specific localization considerations for ITSM Virtual Agent we have noted them here. {#dfrn3-itsmvirtualagent-summary__entry__110} | Release | Release notes | |---------------|---------------------------------------------------------------------------------| | Vancouver | The Localization Framework is integrated in ServiceNow® Virtual Agent Designer. | | Washington DC | No updates for this release. | | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] Highlight information --------------------- If there are specific highlight considerations for ITSM Virtual Agent we have noted them here. {#dfrn3-itsmvirtualagent-summary__entry__122} | Release | Release notes | |---------------|-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------| | Vancouver | * Configure IAR with response channels. * Provide enhanced Dialog Acts support at the topic level. * Support model tuning with the new ITSM IAR model. See [ITSM Virtual Agent](https://www.servicenow.com/docs/access?context=itsm-virtual-agent&family=vancouver&ft:locale=en-US) for more information. | | Washington DC | No updates for this release. | | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ]