--- sourceDocument: zurich Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/delta-washingtondc-zurich Release : - zurich ft:locale : - en-US ft:publication_title : - zurich Combined Product Files ft:clusterId : - delta3zw bundleId : - delta3zw --- # Combined Proactive Service Experience Workflows release notes for upgrades from Washington DC to Zurich # Combined Proactive Service Experience Workflows release notes for upgrades from Washington DC to Zurich {#ariaid-title1} * Release version: Zurich * * Updated July 9, 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 5 minutes to read 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. {#dfrn3-proactiveserviceexperienceworkflows-summary__entry__2} | 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](https://servicenow-staging.fluidtopics.net/access?context=deactivate-trouble-ticket-notification&family=washingtondc&ft:locale=en-US). | | 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. {#dfrn3-proactiveserviceexperienceworkflows-summary__entry__12} | Release | Release notes | |-|-| | Washington DC | [Handling trouble ticket notifications](https://servicenow-staging.fluidtopics.net/access?context=handling-trouble-ticket-notifications&family=washingtondc&ft:locale=en-US) : 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](https://servicenow-staging.fluidtopics.net/access?context=cspm-landing-page&family=xanadu&ft:locale=en-US) : 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](https://servicenow-staging.fluidtopics.net/access?context=review-customer-account-360-psew&family=xanadu&ft:locale=en-US) : 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](https://servicenow-staging.fluidtopics.net/access?context=components-psew&family=zurich&ft:locale=en-US) : 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](https://servicenow-staging.fluidtopics.net/access?context=components-product-support-case&family=zurich&ft:locale=en-US) : 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](https://servicenow-staging.fluidtopics.net/access?context=diagnose-reslove-incident-psew&family=zurich&ft:locale=en-US) : 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](https://servicenow-staging.fluidtopics.net/access?context=diagnose-resolve-case-change-request&family=zurich&ft:locale=en-US) : Review, diagnose, resolve, and close a change request case for the service-related issue experienced by the customer. [Diagnose and resolve](https://servicenow-staging.fluidtopics.net/access?context=diagnose-resolve-hitechcases&family=zurich&ft:locale=en-US) : 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. {#dfrn3-proactiveserviceexperienceworkflows-summary__entry__22} | 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. {#dfrn3-proactiveserviceexperienceworkflows-summary__entry__32} | 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. {#dfrn3-proactiveserviceexperienceworkflows-summary__entry__42} | 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. {#dfrn3-proactiveserviceexperienceworkflows-summary__entry__52} | Release | Release notes | |-|-| | Washington DC | The telecommunications trouble ticket notification feature is available in the [Telecommunications, Media and Technology Assurance](https://servicenow-staging.fluidtopics.net/access?context=assurance-workflows&family=washingtondc&ft:locale=en-US) with activation of the API Notification Management (sn_notif_api_mgmt) plugin. Install [Telecommunications, Media and Technology Assurance](https://servicenow-staging.fluidtopics.net/access?context=assurance-workflows&family=washingtondc&ft:locale=en-US) by requesting them 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://servicenow-staging.fluidtopics.net/access?context=sn-store-release-notes&family=washingtondc&ft:locale=en-US). | | 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. {#dfrn3-proactiveserviceexperienceworkflows-summary__entry__62} | 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. {#dfrn3-proactiveserviceexperienceworkflows-summary__entry__72} | 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. {#dfrn3-proactiveserviceexperienceworkflows-summary__entry__82} | 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. {#dfrn3-proactiveserviceexperienceworkflows-summary__entry__92} | 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. {#dfrn3-proactiveserviceexperienceworkflows-summary__entry__102} | 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](https://servicenow-staging.fluidtopics.net/access?context=assurance-workflows&family=washingtondc&ft:locale=en-US) 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](https://servicenow-staging.fluidtopics.net/access?context=assurance-workflows&family=xanadu&ft:locale=en-US) 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](https://servicenow-staging.fluidtopics.net/access?context=assurance-workflows&family=zurich&ft:locale=en-US) for more information. | [ ]