Combined Proactive Service Experience Workflows release notes for upgrades from Washington DC to Zurich

Consolidated page of all release notes for Proactive Service Experience Workflows from Washington DC to Zurich.

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 Washington DC 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 Proactive Service Experience Workflows to Zurich

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

Release	Release notes
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.
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 Proactive Service Experience Workflows.

Release	Release notes
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.
Yokohama	No updates for this release.
Zurich	Components The granular admin role enables developers and administrators to complete administrative configuration tasks for Proactive Service Experience Workflows without requiring the full admin role. Components The granular admin role enables developers and administrators to complete administrative configuration tasks for Product Support for Technology without requiring the full admin role. Diagnose and resolve an incident Diagnose the incident in the Proactive Service Experience Workflows and create the resolution task manually to resolve the issue. Diagnose and resolve a change request Review, diagnose, resolve, and close a change request case for the service-related issue experienced by the customer. Diagnose and resolve Review, diagnose, resolve, and close the Product Support for Technology Case.

Changes

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

Release	Release notes
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 Proactive Service Experience Workflows features or functionality were removed.

Release	Release notes
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 Proactive Service Experience Workflows features or functionality were deprecated.

Release	Release notes
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 Proactive Service Experience Workflows.

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

Release	Release notes
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 Proactive Service Experience Workflows, such as specific requirements or compliance levels.

Release	Release notes
Washington DC	No updates for this release.
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich

Localization information

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

Release	Release notes
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 Proactive Service Experience Workflows we have noted them here.

Release	Release notes
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.
Yokohama	No updates for this release.
Zurich	Diagnose the incidents and change requests in the Proactive Service Experience Workflows. Create a resolution task manually to resolve the issue. Run the diagnostics from the contextual panel in the Proactive Service Experience Workflows, Incident, Change request, and Product Support for Technology playbook. Execute tests for a Configuration Item (CI) in the Proactive Service Experience Workflows, Change request, and Product Support for Technology playbook. For Configuration Items (CIs), run related tests directly from the CI form view. Enables your customer to modify the visibility of the Diagnose tab and run diagnostics from the contextual panel in the Decisions table. Technology Product Support Case application is renamed to Product Support for Technology Technology Product Support Case application is renamed to Product Support for Technology. See Proactive Service Experience Workflows for more information.