--- sourceDocument: zurich Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/delta-xanadu-zurich Release : - zurich ft:locale : - en-US ft:publication_title : - zurich Combined Product Files ft:clusterId : - delta3zx bundleId : - delta3zx --- # Combined Change Management release notes for upgrades from Xanadu to Zurich # Combined Change Management release notes for upgrades from Xanadu to Zurich {#ariaid-title1} Release version: Zurich Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 7 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 Change Management Release Notes for Upgrades from Xanadu to Zurich This consolidated release note provides ServiceNow customers with a comprehensive guide to upgrading Change Management from the Xanadu release family through to Zurich. It highlights key new features, important upgrade information, changes, deprecations, and enhancements relevant to Change Management in the Zurich release. This summary enables customers to prepare for and understand the impact of the upgrade on their Change Management processes and environments. Show full answer Show less ## Important Upgrade Information * **Conflict Detection Update:** The Zurich release replaces Progress Workers with Flow for conflict detection. The UI now references a new macro (`changeconflictworkerprogressgate`) that dynamically selects the conflict detection mechanism based on the `change.conflict.useprogressworker` system property. * **Enhanced Security Features:** The ITSM Enhanced Security Features plugin (`com.snc.itsm.enhancedsecurity`) is automatically activated during upgrade, adding "deny unless authenticated" ACLs to core ITSM tables, including Change Management tables. Customers must evaluate these ACLs in sub-production environments and may contact ServiceNow Support to revert ACL changes if needed. ## New Features * **Service Desk Agent Role (Yokohama):** The new `snservicedeskagent` user role streamlines tier 1 service desk operations by consolidating key permissions related to incidents, problems, changes, and requests. This role integrates with ITSM Gen AI capabilities and is supported from Service Operations Workspace version 6.1 onward. * **Change Model Type Field:** A new "Model" option is added to the change model Type field to clearly identify changes controlled by a change model, with "Model" set as default if no type is assigned. * **Risk Field Behavior:** The Risk field on Change Requests no longer defaults to a preset value; it remains empty until assessed to improve accuracy. * **Mandatory Field Enforcement:** Changes require mandatory fields to be completed before state transitions as defined by the Change Model, ensuring data completeness and governance. * **Deny-Unless ACLs:** Access to core Change Management tables is restricted unless authenticated, improving security posture for new and zBoot customers via the Enhanced Security plugin. * **CAB Meeting Control:** Administrators can control opening CAB meetings directly from both the Service Operations Workspace and Core UI using a dedicated system property. * **Conflict Detection Tracking:** Conflict detection progress is tracked through a new flow and the Change Management Worker table, replacing Progress Workers, with configurable limits on conflict records via system properties. ## Changes * **Coral Theme:** Coral is the new default theme for portals, web, and mobile experiences using Next Experience or Core UI. It features brand-neutral illustrations and includes a dark theme option to enhance usability and reduce eye strain. * **Standard Change Template Proposal:** Users with the itil role can now propose standard change templates directly from Service Operations Workspace, facilitating streamlined change management. ## Deprecations * **Workflows to Flows:** Traditional Change Management workflows have been removed for new customers and replaced by Flow Designer flows. Existing customers retain workflows but are encouraged to adopt flows for customization and extension. ## Activation and Additional Information * Change Management remains an active ServiceNow AI Platform feature by default across releases. * No new browser or localization requirements have been introduced for Zurich. * Accessibility improvements include the introduction of a dark theme option within the Coral theme to improve readability and reduce eye strain. ## Highlights for Customers * Enable operational efficiency for tier 1 service desk agents with the dedicated `snservicedeskagent` role. * Enforce completion of mandatory fields before change request state transitions to improve data quality and compliance. * Enhance security by leveraging deny ACLs that restrict unauthorized access to critical Change Management tables. * Utilize the Change Advisory Board Workbench in Service Operations Workspace for effective change review and approval. * Leverage improved conflict detection tracking with Flow-based mechanisms and configurable limits to streamline change conflict management. * Adopt the new Coral theme for a modernized and accessible user experience across platforms. Consolidated page of all release notes for Change Management from Xanadu to Zurich. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Change Management release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Xanadu 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 Change Management to Zurich Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-changemanagement-summary__entry__2} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | Upgrade information : As part of the update to use Flow instead of Progress Workers for conflict detection, the Conflict Checker Progress UI Formatter record references a new UI macro, change_conflict_worker_progress_gate. This macro checks the change.conflict.useprogressworker system property to determine the conflict detection mechanism and then displays the corresponding UI macro to work with either Progress Workers or the Change Management Worker table. For more information, see [Conflict detection](https://www.servicenow.com/docs/access?context=c_ConflictDetection&family=zurich&ft:locale=en-US). The ITSM Enhanced Security Features plugin (com.snc.itsm.enhanced_security) is now activated automatically when you upgrade to the Zurich release. Previously, the plugin was activated only on new instances. Activating the plugin adds "deny unless authenticated" access control list (ACL) rules to several IT Service Management tables. To revert to the pre-upgrade behavior, contact ServiceNow Support for a list of ACLs to deactivate on specific tables. As a last resort, Support can run a script that deactivates all the new ACLs. | [ ] ## New features Between your current release family and Zurich, new features were introduced for Change Management. {#dfrn3-changemanagement-summary__entry__10} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | [User role for service desk agents](https://www.servicenow.com/docs/access?context=installed-with-cm-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. [Change model Type field](https://www.servicenow.com/docs/access?context=t_CreateAChange&family=yokohama&ft:locale=en-US) : A new Model option has been added to the change model Type field to help users identify a change that is controlled by a change model. Model is the default if a Type has not been set for the change request of a certain change model. [No default Risk value for change requests](https://www.servicenow.com/docs/access?context=t_CreateAChange&family=yokohama&ft:locale=en-US) : There is no longer a default value for the Risk field on the Change Request table. The Risk value is set to -- None -- until the risk is evaluated for the change request. This change ensures that no risk value is pre-assigned, allowing for a more accurate assessment before advancing the change [Mandatory field transition condition](https://www.servicenow.com/docs/access?context=create-a-change-model&family=yokohama&ft:locale=en-US) : Ensure mandatory fields are completed before advancing through states for a change request, as defined by the Change Model. This feature enables change managers to mandate the completion of required fields before states can progress according to the Change Model. [Deny-unless ACLs on core tables](https://www.servicenow.com/docs/access?context=features-itsm-enhanced-security-change&family=yokohama&ft:locale=en-US) : Prevent unauthorized access to change_request and change_task tables using deny-unless ACLs. The deny-unless ACLs restrict access on these tables for a non-authenticated user to perform actions such as read, write, delete, or create. 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. | | Zurich | [Control opening of CAB meetings](https://www.servicenow.com/docs/access?context=attend-cab-meeting-using-cab-workbench&family=zurich&ft:locale=en-US) : Control the opening of a CAB meeting from the CAB Meeting calendar in the CAB Meeting workbench in Service Operations Workspace or in the Core UI through the sn_change_cab.com.snc.change_management.cab.use_sow_meeting system property. For more information, see [Change Management properties](https://www.servicenow.com/docs/access?context=r_ChangeManagementProperties&family=zurich&ft:locale=en-US). [Track conflict detection](https://www.servicenow.com/docs/access?context=c_ConflictDetection&family=zurich&ft:locale=en-US) : Track the progress of conflict detection using the Change - Conflict Detection flow (that runs as a system user) and the Change Management Worker table instead of Progress Workers. You can choose between the Flow and Progress Worker options by updating the change.conflict.useprogressworker system property.A new UI formatter change_conflict_worker_progress_gate.xml has been introduced to the change request form to replace the existing change_request_conflict_progress.xml . This update supports the change.conflict.useprogressworker system property when you upgrade to Zurich. The new formatter displays the same Conflict tab but selects the macro version to render the form according to the value of the new system property. [Define the maximum records for conflict detection](https://www.servicenow.com/docs/access?context=configure-conflict-properties&family=zurich&ft:locale=en-US) : Limit the maximum number of conflict records that can be generated for each conflict type when conflict detection runs through the change.conflict.max_count system property; create this system property if it is not already present. | [ ] ## Changes Between your current release family and Zurich, some changes were made to existing Change Management features. {#dfrn3-changemanagement-summary__entry__18} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [Propose a standard change template in Service Operations Workspace](https://www.servicenow.com/docs/access?context=propose-standard-change-sow&family=zurich&ft:locale=en-US) : As a user with the itil role, you can create a standard change template proposal in Service Operations Workspace. | [ ] ## Removed Between your current release family and Zurich, some Change Management features or functionality were removed. {#dfrn3-changemanagement-summary__entry__26} | Release | Release notes | |-|-| | 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 Change Management features or functionality were deprecated. {#dfrn3-changemanagement-summary__entry__34} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | Change Management workflows have been removed and replaced by flows for new customers. Existing customers that use these workflows are unaffected. The flows are available to both new and existing customers. You can use ServiceNow® Workflow Studio to customize or extend these flows. For more information, see [Flow Designer](https://www.servicenow.com/docs/access?context=flow-designer&family=yokohama&ft:locale=en-US). | | Zurich | No updates for this release. | [ ] ## Activation information Review information on how to activate Change Management. {#dfrn3-changemanagement-summary__entry__42} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | Activation information : Change Management is a ServiceNow AI Platform feature that is active by default. | | Zurich | Activation information : Change Management is a ServiceNow AI Platform feature that is active by default. | [ ] ## Additional requirements If any additional requirements were introduced or changed for Change Management we have noted them here. {#dfrn3-changemanagement-summary__entry__50} | Release | Release notes | |-|-| | 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 Change Management we have noted them here. {#dfrn3-changemanagement-summary__entry__58} | Release | Release notes | |-|-| | 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 Change Management, such as specific requirements or compliance levels. {#dfrn3-changemanagement-summary__entry__66} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | Accessibility information : Dark theme : The new Coral theme includes a dark theme option for web and mobile experiences. This option is commonly used to alleviate eye strain and improve readability. | [ ] ## Localization information If there are specific localization considerations for Change Management we have noted them here. {#dfrn3-changemanagement-summary__entry__74} | Release | Release notes | |-|-| | 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 Change Management we have noted them here. {#dfrn3-changemanagement-summary__entry__82} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | * Increase operational efficiency of tier 1 service desk agents with the dedicated sn_service_desk_agent role. * Require specified field details to be updated before transitioning the state of a change request by converting existing optional fields to mandatory fields. * Restrict unauthorized access to Change Management tables using deny ACLs. See [Change Management](https://www.servicenow.com/docs/access?context=c_ITILChangeManagement&family=yokohama&ft:locale=en-US) for more information. | | Zurich | * Review and authorize change requests and review recently implemented changes in the Change Advisory Board Workbench in the Service Operations Workspace (SOW). * Track conflict detection using the Change - Conflict Detection flow and the Change Management Worker table instead of Progress Workers. * Limit the number of conflict records for each conflict type through the change.conflict.max_count system property. * Coral is the new default theme for Next Experience and Core UI, offering a more modern experience. See [Change Management](https://www.servicenow.com/docs/access?context=c_ITILChangeManagement&family=zurich&ft:locale=en-US) for more information. | [ ]