--- 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 Mobile Agent release notes for upgrades from Xanadu to Zurich # Combined ITSM Mobile Agent 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 Mobile Agent Release Notes for Upgrades from Xanadu to Zurich This consolidated release notes document helps ServiceNow customers understand the updates, new features, and critical upgrade information for ITSM Mobile Agent from the Xanadu through Zurich releases. It provides a single reference to prepare for upgrades, highlighting important enhancements introduced in the Yokohama release and confirming no changes for Xanadu and Zurich releases. Show full answer Show less ## Key Features * **Incident Record Summarization (Yokohama)**: Use GenAI task summarization to generate concise summaries of incident records and activities when adding work notes or reassigning incidents. This reduces the effort to draft work notes and is available in the My Team, Major Incidents, and My Work applets. Enabling this requires configuring the Incident summarization skill in ServiceNow Otto for ITSM. * **Priority-based Alert Tones (Yokohama)**: Assign custom alert tones for incidents based on priority levels, helping users quickly identify and respond to critical issues. * **Seamless Email Notification Redirection (Yokohama)**: When opening task record links from email notifications on a mobile device, users are prompted to open these records directly in the ITSM Mobile Agent app rather than the mobile browser. This feature requires the app to be installed and the universal links system property enabled. * **Automatic Incident Priority Setting (Yokohama)**: Incident priority levels are automatically set based on defined impact and urgency levels to maintain consistency. Editing impact or urgency requires adding details to work notes for tracking. ## Upgrade and Activation Information ITSM Mobile Agent must be installed via the ServiceNow Store, applicable from the Xanadu release onward. Customers should review pre- and post-upgrade tasks before upgrading to Zurich, although no new upgrade tasks are noted for Zurich. ## Accessibility and UI Enhancements * **Dark Theme (Xanadu 9.0)**: Enabled for active calls in the Collaborate section to reduce eye strain and improve readability. * **Data Visualization (Xanadu 9.0)**: Enhanced accessible data visualizations are available for analytics in My Team and Major Incidents applets. ## Additional Notes * No feature removals, deprecations, or browser requirement changes occurred between Xanadu and Zurich releases. * The Zurich release introduces no new features or changes, serving primarily as a consolidation point. * Localization and accessibility compliance remain consistent across releases. ## What to Expect After upgrading, ServiceNow customers can leverage AI-driven incident summarization to streamline work notes, customize alert tones by incident priority, and experience smoother navigation from email notifications to the mobile app. These enhancements improve incident management efficiency and responsiveness, especially on mobile devices. The consistent priority setting and improved UI elements further support user productivity and accessibility. Consolidated page of all release notes for ITSM Mobile Agent from Xanadu to Zurich. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family ITSM Mobile Agent 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 Mobile Agent to Zurich Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-itsmmobileagent-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 Mobile Agent. {#dfrn3-itsmmobileagent-summary__entry__10} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | [Summarize the incident record and activity information](https://www.servicenow.com/docs/access?context=gen-inc-rec-task-summariz&family=yokohama&ft:locale=en-US) : When adding work notes to an incident record, use the GenAI task summarization capabilities to summarize an incident record and activity information, such as the issue details or actions taken. You can also summarize the incident information when adding work notes when reassigning the incident record. After an information summary is generated, you can edit and add the information as work notes. This feature helps reduce the effort required to draft work notes. The feature is available in the following applets: * My team applet * Major incidents * My work To enable this feature in ITSM Mobile Agent, you must configure the Incident summarization skill in ServiceNow Otto for ITSM. [Set alert tones for incident with different priority levels](https://www.servicenow.com/docs/access?context=set-alert-tones-incident-priority&family=yokohama&ft:locale=en-US) : Set alert tones for incident with different priority levels. The alert tone can notify you of important actions so you can respond to them quickly. [Email notification redirection behavior](https://www.servicenow.com/docs/access?context=my-work-application&family=yokohama&ft:locale=en-US) : Redirect from the mobile web browser to the ITSM Mobile Agent app seamlessly when opening and viewing different task records. This feature is applicable on the following type of records: * Incident * Incident task * Catalog task * Change request * Change task When you select the record link from an email notification on a mobile device, the link opens in the mobile web browser. A pop-up banner then prompts you to view the record in the ITSM Mobile Agent app, which provides a fast and intuitive way to access the records. This feature is applicable only if the following conditions are met: * The ITSM Mobile Agent application is installed on the mobile device. * The Enable universal links (glide.sg.universal_links.enabled) system property is set to true. [Set the incident impact, urgency, and priority levels](https://www.servicenow.com/docs/access?context=create-incident-mobile&family=yokohama&ft:locale=en-US) : Automatically set the incident priority level by defining the impact and urgency levels. This feature determines an incident priority level by maintaining uniform synchronization and consistency between the priority, impact, and urgency levels. When you edit the Impact and Urgency fields, you must add to the Work notes field. | | Zurich | No updates for this release. | [ ] ## Changes Between your current release family and Zurich, some changes were made to existing ITSM Mobile Agent features. {#dfrn3-itsmmobileagent-summary__entry__18} | Release | Release notes | |-|-| | 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 ITSM Mobile Agent features or functionality were removed. {#dfrn3-itsmmobileagent-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 Mobile Agent features or functionality were deprecated. {#dfrn3-itsmmobileagent-summary__entry__34} | Release | Release notes | |-|-| | 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 ITSM Mobile Agent. {#dfrn3-itsmmobileagent-summary__entry__42} | Release | Release notes | |-|-| | Xanadu | Install ITSM Mobile Agent by requesting it 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://www.servicenow.com/docs/access?context=sn-store-release-notes&family=xanadu&ft:locale=en-US). | | Yokohama | Activation information : Install ITSM Mobile Agent by requesting it 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://www.servicenow.com/docs/access?context=sn-store-release-notes&family=yokohama&ft:locale=en-US). Important: ITSM Mobile Agent is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Zurich | No updates for this release. | [ ] ## Additional requirements If any additional requirements were introduced or changed for ITSM Mobile Agent we have noted them here. {#dfrn3-itsmmobileagent-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 Mobile Agent we have noted them here. {#dfrn3-itsmmobileagent-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 Mobile Agent, such as specific requirements or compliance levels. {#dfrn3-itsmmobileagent-summary__entry__66} | Release | Release notes | |-|-| | Xanadu | Dark theme : Starting in version 9.0, enable the dark theme for active calls in the Collaborate section of the My work applet in ITSM Mobile Agent. This option is commonly used to alleviate eye strain and improve readability. Data visualization changes : Starting in version 9.0, accessible data visualizations for the analytics on sections of the applets are available. For more information, see the UI changes section. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Localization information If there are specific localization considerations for ITSM Mobile Agent we have noted them here. {#dfrn3-itsmmobileagent-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 Mobile Agent we have noted them here. {#dfrn3-itsmmobileagent-summary__entry__82} | Release | Release notes | |-|-| | Xanadu | Starting in version 9.0, you can do the following: * Experience the new data visualizations for the analytics on the My team and Major incidents applets. * Enable dark theme for active calls on the Collaborate section of the My work applet. See [ITSM Mobile Agent](https://www.servicenow.com/docs/access?context=itsm-mobile-agent&family=xanadu&ft:locale=en-US) for more information. | | Yokohama | Starting in the 9.1 release, you can do the following: * Summarize the incident record and activity information when adding work notes to an incident record or while reassigning an incident. * Set different alert tones for incidents with different priority levels. * Set the incident impact and urgency levels to set the incident priority level automatically. * Redirect from the mobile web browser to the ITSM Mobile Agent app seamlessly when opening and viewing different task records. See [ITSM Mobile Agent](https://www.servicenow.com/docs/access?context=itsm-mobile-agent&family=yokohama&ft:locale=en-US) for more information. | | Zurich | No updates for this release. | [ ]