--- 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 ITSM MCP Server release notes for upgrades from Xanadu to Zurich # Combined ITSM MCP Server 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) 5 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 ITSM MCP Server release notes for upgrades from Xanadu to Zurich This consolidated release note provides a comprehensive update for ServiceNow customers upgrading the ITSM MCP Server from the Xanadu release family to Zurich. It highlights new features, changes, deprecations, and activation instructions to help you prepare and successfully implement the Zurich release. Show full answer Show less ## Key Features * **Incident Management:** Utilize tools to retrieve detailed incident data (state, priority, assignment, CI, description, work notes), update incidents with full business rule execution, perform semantic searches for similar incidents and knowledge base articles, and link relevant KB articles to incidents. * **Change Management:** Manage change requests end-to-end---create, update, analyze risk, handle planned outages, recommend assignment groups, and evaluate data quality. Access relationships to tasks, approvals, incidents, problems, and policies. * **Request Item Management:** Create and manage incidents or catalog requests with guided workflows featuring knowledge base deflection and duplicate detection. Escalate incident urgency with mandatory reasons and add customer-visible comments. * **On-Call Scheduling:** Access current on-call engineers by group or shift, review active or upcoming shifts, request time off, and coordinate coverage through a two-phase workflow. * **Common Tools:** Answer structured natural language queries about ITSM data, approve or reject pending task approvals, and retrieve session time zone and current date/time information. ## Changes * Access to ITSM MCP Server requires the `snmcpserver.viewer` role as a base. * The incident tools `incident.getdetails` and `incident.modify` are now accessible to both fulfillers and requesters, with specific capabilities for each role. * The tool `requester.addcomment` has been renamed to `request.modify`, enabling requesters to add customer-visible comments, while fulfillers use `incident.modify` for incident comments. ## Deprecations * The `requester.escalate` tool is deprecated and disabled by default. Use `incident.modify` with the `escalate` and `escalationreason` inputs instead for incident escalation. ## Activation and Requirements * To activate ITSM MCP Server in Zurich, enable the following plugins: * Now Assist for ITSM (snitsmgenai) * Model Context Protocol Server (snmcpserver) * ITSM MCP Server (snitsmmcpserver) * No additional browser, localization, accessibility, or extra requirements changes were introduced in Zurich. ## Practical Benefits for ServiceNow Customers Upgrading to Zurich enhances your ITSM MCP Server capabilities by enabling more efficient incident, change, request, and on-call schedule management with improved APIs and workflows. The semantic search and natural language query features simplify data retrieval and decision-making. Role-based access and updated tools ensure secure and flexible operations. Deprecation of older tools encourages adoption of more robust incident escalation methods. By following the activation steps and understanding these changes, you can smoothly transition to Zurich and leverage its advanced ITSM MCP Server functionality for improved service management outcomes. Consolidated page of all release notes for ITSM MCP Server from Xanadu to Zurich. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family ITSM MCP Server 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 ITSM MCP Server to Zurich Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-itsmmcpserver-summary__entry__2} | Release | Release notes | |-|-| | 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 ITSM MCP Server. {#dfrn3-itsmmcpserver-summary__entry__10} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | [Managing incidents](https://www.servicenow.com/docs/access?context=manage-incidents-itsm-mcp-server&family=zurich&ft:locale=en-US) : Use incident management tools to get details, update fields, and find similar incidents in the ITSM MCP Server. For example: * Get incident fields including state, priority, assignment, CI, description, and work notes with `incident.get_details`. * Update incident fields and work notes through platform-native APIs with full business rule execution using `incident.modify`. * Search for similar incidents using semantic search with `incident.search_similar`, and look up assignment groups and users with `lookup_assignment_groups` and `lookup_users`. * Search similar Knowledge Base (KB) articles using `incident.search_similar_kb`, and retrieve details for a published KB article using `incident.get_kb_details`. * Link a KB article to an incident as a related reference using `incident.attach_kb`. [Managing change requests](https://www.servicenow.com/docs/access?context=manage-change-requests-itsm-mcp-server&family=zurich&ft:locale=en-US) : Use change management tools to query, analyze, and update change requests in the ITSM MCP Server. For example: * Create and update change requests, calculate risk, and manage planned outages with `change.lifecycle`. * Analyze changes by recommending assignment groups, retrieving risk and impact data, and suggesting configuration items and templates with `change.analyze`. * Retrieve, search, and aggregate change data, check schedules and conflicts, and score data quality with `change.query`. * List tasks, affected CIs, approvals, incidents, problems, outages, and change policies with `change.relation`. [Managing request items](https://www.servicenow.com/docs/access?context=manage-employee-experience-itsm-mcp-server&family=zurich&ft:locale=en-US) : Use request item tools to create and manage your own tickets in the ITSM MCP Server. For example: * Create incidents or request catalog items through a guided workflow that includes knowledge base deflection, catalog item redirection, and duplicate detection using `requester.create_incident`. * Escalate an incident's urgency with a mandatory reason using `requester.escalate`. * Add customer-visible comments to your open incidents or requested items using `requester.add_comment`. [Managing on-call schedules](https://www.servicenow.com/docs/access?context=manage-on-call-schedule-itsm-mcp-server&family=zurich&ft:locale=en-US) : Use on-call management tools to look up coverage and manage your on-call schedule in the ITSM MCP Server. For example: * Identify current on-call engineers by assignment group or shift name, and view your next or active on-call shift details using `oncall.on_call_lookup`. * Request time off from an on-call shift and arrange coverage through a two-phase analyze-and-create workflow using `oncall.timeoff_request`. [Using ITSM MCP Server common tools](https://www.servicenow.com/docs/access?context=itsm-mcp-server-tools-reference&family=zurich&ft:locale=en-US) : Use common tools to use with the ITSM MCP Server. For example: * Answer structured natural language questions about ITSM data, including details on incidents, change requests, and active catalog items using `itsm_knowledge_graph`. * Approve or reject your oldest pending approval for a change or request items using `task_approval_decision`. * Get the authenticated user's current session time zone and the current date and time in that time zone using `get_session_timezone`. | [ ] ## Changes Between your current release family and Zurich, some changes were made to existing ITSM MCP Server features. {#dfrn3-itsmmcpserver-summary__entry__18} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | [Changes to the ITSM MCP Server tools](https://www.servicenow.com/docs/access?context=itsm-mcp-server-tools-reference&family=zurich&ft:locale=en-US) : * You need the sn_mcp_server.viewer role as the base role to access ITSM MCP server. * The sn_itsm_mcp_server.incident.get_details and sn_itsm_mcp_server.incident.modify incident tools are available to both fulfillers and requesters. * As a fulfiller, you can use the sn_itsm_mcp_server.incident.modify tool to also escalate incidents. * As a requester, you can use the sn_itsm_mcp_server.incident.get_details to check the status of a specific incident. * The sn_itsm_mcp_server.requester.add_comment tool has been renamed to sn_itsm_mcp_server.request.modify. * As a requester, you can use the sn_itsm_mcp_server.request.modify tool to add customer-visible comments to the requested items. * As a fulfiller, you can use the sn_itsm_mcp_server.incident.modify to add customer-visible comments to incidents. | [ ] ## Removed Between your current release family and Zurich, some ITSM MCP Server features or functionality were removed. {#dfrn3-itsmmcpserver-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 ITSM MCP Server features or functionality were deprecated. {#dfrn3-itsmmcpserver-summary__entry__34} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | [Deprecated sn_itsm_mcp_server.requester.escalate tool](https://www.servicenow.com/docs/access?context=manage-employee-experience-itsm-mcp-server&family=zurich&ft:locale=en-US) : The sn_itsm_mcp_server.requester.escalate tool is turned off by default. Use sn_itsm_mcp_server.incident.modify with the escalate and escalation_reason inputs instead. | [ ] ## Activation information Review information on how to activate ITSM MCP Server. {#dfrn3-itsmmcpserver-summary__entry__42} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | Activation information : Activate these plugins to use ITSM MCP Server: * Now Assist for ITSM plugin (sn_itsm_gen_ai) * Model Context Protocol Server (sn_mcp_server) * ITSM MCP Server (sn_itsm_mcp_server) For details, see [Activate the ITSM MCP Server](https://www.servicenow.com/docs/access?context=set-up-itsm-mcp-server&family=zurich&ft:locale=en-US). | [ ] ## Additional requirements If any additional requirements were introduced or changed for ITSM MCP Server we have noted them here. {#dfrn3-itsmmcpserver-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 ITSM MCP Server we have noted them here. {#dfrn3-itsmmcpserver-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 ITSM MCP Server, such as specific requirements or compliance levels. {#dfrn3-itsmmcpserver-summary__entry__66} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Localization information If there are specific localization considerations for ITSM MCP Server we have noted them here. {#dfrn3-itsmmcpserver-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 ITSM MCP Server we have noted them here. {#dfrn3-itsmmcpserver-summary__entry__82} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | Using ITSM MCP Server, manage incidents, change requests, and on-call schedule. You can also check the status of your own incidents and requested items, and escalate incidents. * Incident management: Retrieve, modify, and search incidents; answer natural-language questions about incident data. * Change management: Execute end-to-end change lifecycle with approvals, risk evaluation, and quality assurance across multiple tables. * Request management: Create incidents with knowledge deflection, check status, escalate, and add customer-visible comments. * On-call scheduling: Retrieve rosters and shifts, request time off, and query availability through natural-language questions. See [ITSM MCP Server](https://www.servicenow.com/docs/access?context=itsm-mcp-server-overview&family=zurich&ft:locale=en-US) for more information. | [ ]