--- sourceDocument: yokohama Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/yokohama/delta-xanadu-yokohama Release : - yokohama ft:locale : - en-US ft:publication_title : - yokohama Combined Product Files ft:clusterId : - delta3yx bundleId : - delta3yx --- # Combined Problem Management release notes for upgrades from Xanadu to Yokohama # Combined Problem Management release notes for upgrades from Xanadu to Yokohama {#ariaid-title1} Release version: Yokohama Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Combined Problem Management Release Notes for Upgrades from Xanadu to Yokohama This consolidated release notes document assists ServiceNow customers in preparing for upgrades from the Xanadu to Yokohama releases specifically for Problem Management. It summarizes new features, changes, activation details, and important upgrade considerations, helping customers understand what to expect and how to leverage the enhancements in Problem Management across these releases. Show full answer Show less ## Key Features * **Problem Management Models (Xanadu):** Introduction of customizable Problem Management models including one default problem model (General) and two default problem task models (Root cause analysis and General). These models simplify the management of problems and problem tasks by configuring state transitions and conditions, enabling tailored scenarios. * **Service Desk Agent Role (Yokohama):** A new `snservicedeskagent` user role is introduced to enhance operational efficiency for tier 1 service desk agents. It streamlines information gathering and resolution processes and includes key roles such as incident, problem, change, and request write permissions along with tracked file reading. This role integrates with ITSM Roles and ITSM Gen AI plugins and is usable starting with Service Operations Workspace version 6.1. * **Problem Task Workflow Flexibility (Xanadu):** Analysts can re-assess problem tasks from the Work in Progress state, increasing workflow flexibility. * **Email Notification Redirection (Xanadu):** Email notifications for problem records can redirect users to Service Operations Workspace instead of the classic UI16. This is supported by the ITSM Notifications Redirection plugin installed automatically during upgrade. * **Known Error Articles Default Activation (Xanadu):** Problem Knowledge Integration is activated by default for new customers, making known error articles readily available. ## Changes and Updates * No updates or removals for Problem Management features were introduced specifically in the Yokohama release beyond those described. * The Problem Management Migration Utility has been updated to detect customizations effectively to ease migration. ## Activation and Requirements * Problem Management remains an active ServiceNow AI Platform feature by default in both Xanadu and Yokohama releases. * There are no new additional requirements, browser requirements, accessibility, or localization updates noted between Xanadu and Yokohama for Problem Management. ## Practical Implications for ServiceNow Customers * When upgrading, review pre- and post-upgrade tasks to ensure a smooth transition, particularly if you plan to enable Problem Management models or use the new service desk agent role. * Enabling Problem Management models provides a structured and customizable approach to handling problems and tasks, which can improve issue resolution efficiency. * The new service desk agent role is designed to empower tier 1 agents with appropriate permissions and AI integration to resolve issues faster and improve collaboration. * Configure email notification redirection to improve user experience by directing users to the modern Service Operations Workspace interface. * Leverage known error articles activated by default to accelerate problem resolution with integrated knowledge. Consolidated page of all release notes for Problem Management from Xanadu to Yokohama. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Problem 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 Problem Management to Yokohama Before you upgrade to Yokohama, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-problemmanagement-summary__entry__2} | 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 Problem Management. {#dfrn3-problemmanagement-summary__entry__8} | Release | Release notes | |-|-| | Xanadu | [Initial support for Problem Management models](https://www.servicenow.com/docs/access?context=problem-mgmt-models&family=xanadu&ft:locale=en-US) : Introduction of Problem Management models, beginning with one default problem model (General) and two default problem task models (Root cause analysis and General). The default models are equivalent to the base life cycle in the Washington DC release. This initial support allows for the creation of custom models to tailor additional scenarios for specific use cases. Note: If you are using Service Operations Workspace 5.x and you enable Problem Management models, you will manage problems and problem tasks in the classic UI16 experience, rather than in Service Operations Workspace. Service Operations Workspace 6.x is based on the Xanadu release and it supports Problem Management models. | | Yokohama | [User role for service desk agents](https://www.servicenow.com/docs/access?context=prob-roles-instld-itsm-roles&family=yokohama&ft:locale=en-US) : With the sn_service_desk_agent user role, increase operational efficiency by streamlining the process of asking about, gathering, and verifying information, as well as delivering quick resolutions. This role is designed for tier 1 service desk agents and is accessible when the ITSM Roles plugin (com.snc.itsm.roles) installed. The sn_service_desk_agent role includes the following roles: * sn_incident_write * sn_problem_write * sn_change_write * sn_request_write * tracked_file_reader Additionally, with the installation of the ITSM Gen AI (com.sn.itsm.gen.ai) plugin, the knowledge_user and now_assist_panel_user roles are integrated within the sn_service_desk_agent role. The sn_service_desk_agent user role can be used starting with Service Operations Workspace version 6.1. [Problem Models for Streamlined Problem Management](https://www.servicenow.com/docs/access?context=problem-mgmt-models&family=yokohama&ft:locale=en-US) : Problem Management models are used to simplify management of problems and problem tasks. These models provide an efficient way to configure state transitions and define conditions to move from one state to another. This functionality is enabled out of the base system for new or zBoot customers. | [ ] ## Changes Between your current release family and Yokohama, some changes were made to existing Problem Management features. {#dfrn3-problemmanagement-summary__entry__14} | Release | Release notes | |-|-| | Xanadu | [Re-assess a Problem Task from the Work in Progress state](https://www.servicenow.com/docs/access?context=assess-a-problem-task&family=xanadu&ft:locale=en-US) : Additional flexibility for the workflow of a problem task analyst. [Email notification redirection behavior](https://www.servicenow.com/docs/access?context=configure-notifcations-sow-itsm&family=xanadu&ft:locale=en-US) : When users select the problem record link in their email notifications, they can be redirected to the problem record in Service Operations Workspace instead of the classic UI16 experience. The ITSM Notifications Redirection (com.snc.itsm.notifications_redirection) plugin is installed and activated automatically to support this behavior. [Known error articles available by default](https://www.servicenow.com/docs/access?context=create-known-error-from-problem&family=xanadu&ft:locale=en-US) : Problem Knowledge Integration is activated by default for new customers. [Problem Management Migration Utility](https://www.servicenow.com/docs/access?context=migration-utility&family=xanadu&ft:locale=en-US) : The Xanadu base problem files list is updated so the Problem Management Migration Utility can detect customizations. | | Yokohama | No updates for this release. | [ ] ## Removed Between your current release family and Yokohama, some Problem Management features or functionality were removed. {#dfrn3-problemmanagement-summary__entry__20} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | [ ] ## Deprecations Between your current release family and Yokohama, some Problem Management features or functionality were deprecated. {#dfrn3-problemmanagement-summary__entry__26} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | [ ] ## Activation information Review information on how to activate Problem Management. {#dfrn3-problemmanagement-summary__entry__32} | Release | Release notes | |-|-| | Xanadu | [Problem Management](https://www.servicenow.com/docs/access?context=c_ProblemManagement&family=xanadu&ft:locale=en-US) is a ServiceNow AI Platform feature that is active by default. | | Yokohama | Activation information : Problem Management is a ServiceNow AI Platform feature that is active by default. | [ ] ## Additional requirements If any additional requirements were introduced or changed for Problem Management we have noted them here. {#dfrn3-problemmanagement-summary__entry__38} | 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 Problem Management we have noted them here. {#dfrn3-problemmanagement-summary__entry__44} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | [ ] ## Accessibility information Review details on accessibility information for Problem Management, such as specific requirements or compliance levels. {#dfrn3-problemmanagement-summary__entry__50} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | [ ] ## Localization information If there are specific localization considerations for Problem Management we have noted them here. {#dfrn3-problemmanagement-summary__entry__56} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | [ ] ## Highlight information If there are specific highlight considerations for Problem Management we have noted them here. {#dfrn3-problemmanagement-summary__entry__62} | Release | Release notes | |-|-| | Xanadu | * Introduction of Problem Management models to provide support for additional problem and problem task scenarios * Known error articles are enabled by default for new customers * Configure email notifications to redirect to Service Operations Workspace instead of the classic UI16 experience * Re-assess a problem task from Work In Progress See [Problem Management](https://www.servicenow.com/docs/access?context=c_ProblemManagement&family=xanadu&ft:locale=en-US) for more information. | | Yokohama | * Increase operational efficiency of tier 1 service desk agents with the dedicated sn_service_desk_agent role. * Simplify the management of problems and problem tasks using Problem Management models. See [Problem Management](https://www.servicenow.com/docs/access?context=c_ProblemManagement&family=yokohama&ft:locale=en-US) for more information. | [ ]