--- 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 Request Management release notes for upgrades from Xanadu to Yokohama # Combined Request 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) 3 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 Request Management release notes for upgrades from Xanadu to Yokohama This consolidated release notes summary covers all Request Management updates for ServiceNow customers upgrading from the Xanadu release family to Yokohama. It highlights new features, changes, deprecations, and important upgrade considerations relevant to Request Management. The notes help you prepare for the upgrade by explaining key enhancements and modifications that impact operational efficiency, security, and usability. Show full answer Show less ## New Features * **Service Desk Agent User Role:** Introduced the `snservicedeskagent` user role to provide tier 1 service desk agents access to change, incident, problem, and request records. This role enhances operational efficiency by enabling appropriate access levels. Note that this role is available starting with Service Operations Workspace version 6.1. * **Enhanced Security Model:** Added deny Access Control Lists (ACLs) to prevent unauthorized access to request-related tables. Non-authenticated users are restricted from any actions (read, write, delete, create, or report view). This security feature requires installing the ITSM Enhanced Security Features plugin and is recommended to be tested in sub-production before production deployment. ## Changes * **Configuration Item Sorting:** The list of configuration items (CIs) in the Requested item form is now sorted alphabetically by CI name instead of grouping by CI class first. This change improves usability by enabling faster identification of available CIs. ## Removals and Deprecations There are no removals or deprecations of Request Management features between Xanadu and Yokohama. ## Activation and Requirements * Request Management is an AI Platform feature that is active by default in Yokohama. * There are no new additional system requirements or browser requirements introduced for Request Management in this upgrade. ## Accessibility, Localization, and Highlights * No new accessibility or localization considerations were introduced in this upgrade. * Highlights include improved customer satisfaction and operational efficiency through the new service desk agent role and enhanced security controls. ## Upgrade Recommendations * Review and assign the `snservicedeskagent` role to appropriate service desk agents to leverage new access capabilities. * Test the enhanced security feature in a non-production environment before enabling it in production to ensure compatibility and proper access restrictions. * Inform users about the improved CI selection experience due to alphabetical sorting in Requested item forms. Consolidated page of all release notes for Request Management from Xanadu to Yokohama. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Request 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 Request Management to Yokohama Before you upgrade to Yokohama, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-requestmanagement-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 Request Management. {#dfrn3-requestmanagement-summary__entry__8} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | [User role for service desk agents](https://www.servicenow.com/docs/access?context=req-mgmnt-roles-instld-itsm&family=yokohama&ft:locale=en-US) : Improve operational efficiency by providing level 1 or tier 1 service desk agents with access to change, incident, problem, and request records by assigning the sn_service_desk_agent user role. Note: The sn_service_desk_agent user role is available starting with Service Operations Workspace version 6.1. [Enhanced security model adoption for Request Management](https://www.servicenow.com/docs/access?context=request-management-architecture&family=yokohama&ft:locale=en-US) : Prevent unauthorized access to request-related tables using deny ACLs. Non-authenticated user cannot perform any actions such as read, write, delete, create, or report view.This feature is available for new or zBoot customers with the installation of the ITSM Enhanced Security Features (com.snc.itsm.enhanced_security) plugin. Existing or upgrade customers must test and evaluate in their sub-production instance before installing the plugin and implementing the security change in their production instance. | [ ] ## Changes Between your current release family and Yokohama, some changes were made to existing Request Management features. {#dfrn3-requestmanagement-summary__entry__14} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | [Sorting configuration items in requested item forms](https://www.servicenow.com/docs/access?context=create-request-workspace&family=yokohama&ft:locale=en-US) : The list of configuration items (CIs) displayed for the Configuration item field in the Requested item form is now displayed and sorted based on the CI names in alphabetical order instead of sorting by CI class and then presenting the CI names in alphabetical order within a class. This change means you can determine whether a particular CI is available more quickly. | [ ] ## Removed Between your current release family and Yokohama, some Request Management features or functionality were removed. {#dfrn3-requestmanagement-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 Request Management features or functionality were deprecated. {#dfrn3-requestmanagement-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 Request Management. {#dfrn3-requestmanagement-summary__entry__32} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | Activation information : Request Management is a ServiceNow AI Platform feature that is active by default. | [ ] ## Additional requirements If any additional requirements were introduced or changed for Request Management we have noted them here. {#dfrn3-requestmanagement-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 Request Management we have noted them here. {#dfrn3-requestmanagement-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 Request Management, such as specific requirements or compliance levels. {#dfrn3-requestmanagement-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 Request Management we have noted them here. {#dfrn3-requestmanagement-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 Request Management we have noted them here. {#dfrn3-requestmanagement-summary__entry__62} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | * Improve customer satisfaction and operational efficiency with the sn_service_desk_agent role, which is dedicated to the tier 1 service desk agents. * Restrict unauthorized access to the Request Management tables using deny ACLs. * Quickly determine whether a configuration item (CI) is available to be added to the Configuration item field in the Requested item form by searching the an alphabetized list of available CIs rather than having to first find the CI class list. See [Request Management](https://www.servicenow.com/docs/access?context=c_RequestManagement&family=yokohama&ft:locale=en-US) for more information. | [ ]