Combined Agent Workspace for HR Case Management release notes for upgrades from Xanadu to Yokohama

  • Release version: Yokohama
  • Updated July 20, 2026
  • 6 minutes to read
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    Summary of Combined Agent Workspace for HR Case Management Release Notes for Upgrades from Xanadu to Yokohama

    This consolidated release notes document provides ServiceNow customers with a comprehensive summary of enhancements, changes, and important upgrade information for the Agent Workspace for HR Case Management application, covering the upgrade path from the Xanadu release to the Yokohama release. It enables HR agents to efficiently manage cases within a unified workspace while improving usability and accessibility.

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    Key Features Introduced

    • Xanadu Release Enhancements:
      • Create cases with visible HR service descriptions to reduce unnecessary case transfers.
      • Monitor recently updated cases via a dedicated tab in the Lists view.
      • Utilize response templates for quick replies to HR tasks, enhancing agent productivity.
      • Use guided decision trees to expedite case triage and resolution.
      • Attach supporting documents in personal notes for Employee Relations cases.
    • Yokohama Release Enhancements:
      • View employee survey responses directly linked to HR tasks.
      • Display response templates according to user language preferences.
      • Copy existing cases to auto-populate fields and reduce manual data entry.
      • Use the HR Triaging Dashboard to visualize and manage team case assignments by priority, HR service, or assignment group with drag-and-drop functionality to update case attributes.
      • Enable HR Walk-up centers to provide deskless workers with streamlined access to in-person or remote HR assistance.
      • Configure page layouts and functionality on HR Agent landing and case pages with preview capabilities before applying changes.
      • Preview PDF document templates attached to cases, improving document handling.
      • Link child cases to parent HR cases for better case relationship management.
      • Access a Delegation list to manage cases delegated to or from agents, requiring activation of the Granular Delegation plugin.
      • Enhance the contextual side panel by applying templates to cases and managing multiple attachments efficiently.
      • Configure visible fields in bulk case requests to tailor data entry forms.

    Key Changes and Updates

    • Accessibility Improvements (Xanadu): The workspace supports WCAG 2.1 Level AA conformance and includes reflow functionality to zoom content up to 400% without loss of functionality, aiding users with low vision.
    • Configurable Workspace Reflow: Enables content scaling and layout adjustments to improve usability across devices and user needs.
    • No removals or deprecations: No features were removed or deprecated between releases.
    • No updates in Yokohama release for accessibility, browser requirements, localization, or deprecations.

    Upgrade and Activation Guidance

    • Before upgrading to Yokohama, review and complete any pre- and post-upgrade tasks as advised.
    • Agent Workspace for HR Case Management is installed via the ServiceNow Store; customers can request it directly from the store for both Xanadu and Yokohama releases.
    • Activation requires no additional steps beyond installation and optional activation of the Granular Delegation plugin to access delegation features.

    Practical Benefits for ServiceNow Customers

    • Streamline HR case handling with features like case copying, guided decision trees, and response templates tailored by language.
    • Improve agent efficiency and reduce case transfers by leveraging detailed HR service descriptions and triaging dashboards.
    • Enhance employee engagement through survey integration and walk-up center support for remote or in-person assistance.
    • Maintain compliance and accessibility standards ensuring all users can effectively use the workspace.
    • Customize the workspace experience with configurable layouts and bulk case request field settings, optimizing workflows for your HR teams.

    Consolidated page of all release notes for Agent Workspace for HR Case Management from Xanadu to Yokohama.

    How to use this page

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

    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 Agent Workspace for HR Case Management to Yokohama

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

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama

    		 No updates for this release.

    New features

    Between your current release family and Yokohama, new features were introduced for Agent Workspace for HR Case Management.

    Release Release notes

    Xanadu
    Create a case in Agent Workspace for HR Case Management
    HR agents can minimize case transfers and improve efficiency by viewing HR service descriptions populated in the HR service configuration by HR admins during case creation.
    Lists in Agent Workspace for HR Case Management
    View recently updated cases using the Recently updated tab in the Lists view in Agent Workspace for HR Case Management.
    Using a Response template in an HR case or HR task record
    Enable agents to quickly respond to HR tasks by using response templates as reusable messages that you can copy and paste into the comments or work notes for an HR task.
    Resolve HR cases using guided decision trees in Agent Workspace for HR Case Management
    Expedite HR services by creating decision trees that agents can use to triage employee cases.
    Add personal notes
    Upload attachments in personal notes that support the claim in Employee Relations cases for an assigned agent.

    Yokohama
    Survey responses
    View employee responses collected from an employee via the survey form sent through an HR task.
    Response templates
    Display response templates based on the language preference of selected user.
    Copy a case in Agent Workspace for HR Case Management
    Avoid having to fill in the fields of a case manually by creating a copy of a case to auto-populate the case values.
    HR Triaging Dashboard
    View your teams' case assignments based on categories such as priority, HR service, or HR assignment group. Drag a case card from one lane to another to automatically update the priority, HR service, or assignment group of a case.
    HR Walk-up
    Provide a convenient and efficient way for users to seek in-person or remote assistance, report issues, and receive guidance from HR agents through designated walk-up centers.
    Page configurations
    Configure the layout and functionality of the HR Agent landing page or HR case page. You can preview your settings before implementing them.
    PDF template preview
    Preview a PDF document template attached to an HR case rather than being able to preview only HTML document templates.
    Link child cases
    Associate child cases to an HR case.
    Delegation list
    View cases delegated to you or that you have delegated to other HR agents. The Delegation list appears only when you have activated the Granular Delegation (com.glide.granular_service_delegation) plugin.
    Agent Workspace for HR Case Management contextual side panel
    • Apply template values to the HR case without having to fill in values manually.
    • Download or delete multiple attachments at once.
    Configure fields for Bulk case request
    Configure fields that you want to view in the User segment group form in bulk case request through the Case Creation Configuration form.

    Changes

    Between your current release family and Yokohama, some changes were made to existing Agent Workspace for HR Case Management features.

    Release Release notes

    Xanadu
    Reflow for configurable workspace
    The Agent Workspace for HR Case Management configurable workspace supports reflow, which enables pages and content to be zoomed up to 400% through your browser settings without loss of content or functionality. For information about how to upgrade, see the #dfrn3-agentworkspaceforhrcasemanagement-summary__hr-aws-rn-accessibility that follows.

    Yokohama

    		 No updates for this release.

    Removed

    Between your current release family and Yokohama, some Agent Workspace for HR Case Management features or functionality were removed.

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama

    		 No updates for this release.

    Deprecations

    Between your current release family and Yokohama, some Agent Workspace for HR Case Management features or functionality were deprecated.

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama

    		 No updates for this release.

    Activation information

    Review information on how to activate Agent Workspace for HR Case Management.

    Release Release notes

    Xanadu

    Install Agent Workspace for HR Case Management 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.

    Yokohama

    Install Agent Workspace for HR Case Management 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.

    Additional requirements

    If any additional requirements were introduced or changed for Agent Workspace for HR Case Management we have noted them here.

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama

    		 No updates for this release.

    Browser requirements

    If any specific browser requirements were introduced or changed for Agent Workspace for HR Case Management we have noted them here.

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama

    		 No updates for this release.

    Accessibility information

    Review details on accessibility information for Agent Workspace for HR Case Management, such as specific requirements or compliance levels.

    Release Release notes

    Xanadu
    Accessibility improvements
    Accessibility improvements were completed to create a configurable workspace that supports WCAG 2.1 Level AA conformance.
    Reflow

    The Configurable Workspace supports reflow, which enables pages and content to be zoomed up to 400% through your browser settings without loss of content or functionality. Additionally, content can be enlarged without scrolling in two dimensions at a width equivalent to 320 CSS pixels or a height equivalent to 256 CSS pixels. Page layouts are transformed into a vertical, stacked view automatically when users increase browser zoom to 400%.

    This enhancement helps users with low vision or who have trouble seeing web content in a browser due to monitor size, device type, poor lighting, or other situations. Reflow can be turned off with a system property for instances, experiences, and pages. See Reflow for Configurable Workspace for details.

    Yokohama

    		 No updates for this release.

    Localization information

    If there are specific localization considerations for Agent Workspace for HR Case Management we have noted them here.

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama

    		 No updates for this release.

    Highlight information

    If there are specific highlight considerations for Agent Workspace for HR Case Management we have noted them here.

    Release Release notes

    Xanadu
    • Minimize case transfers and improve agent efficiency by viewing HR service descriptions during case creation.
    • View recently updated cases in list view.
    • Enable agents to quickly respond to HR tasks using response templates.
    • Enable HR agents to expedite services by creating decision trees.
    • Support claims in Employee Relations cases by uploading attachments in personal notes.
    • Benefit from accessibility improvements to create a configurable workspace that supports Web Content Accessibility Guidelines (WCAG) 2.1 Level AA conformance.

    See Agent Workspace for HR Case Management (Configurable) for more information.

    Yokohama
    • The HR Triaging Dashboard enables you to review your teams' case assignments through cases displayed as cards. Once you set up a layout for HR services, priorities, or assignment groups, moving of case cards between lanes, auto-updates the HR service, user assignment, or priority of cases.
    • Provide a convenient and efficient way for deskless workers to seek in-person or remote assistance, report issues, and receive guidance from HR agents through designated walk-up centers.

    See Agent Workspace for HR Case Management (Configurable) for more information.