--- 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 Problem Management release notes for upgrades from Xanadu to Zurich # Combined Problem 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) 4 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 Problem Management Release Notes for Upgrades from Xanadu to Zurich This consolidated guide covers all significant updates, new features, changes, and important considerations for ServiceNow Problem Management upgrades from the Xanadu release family through to Zurich. It is designed to help you prepare effectively for your upgrade by providing a single reference point for release notes across these versions. Show full answer Show less ## Key Features * **Problem Management Models (Xanadu):** Introduction of customizable Problem Management models including a default problem model and two problem task models (Root cause analysis and General). These models streamline problem and problem task management by enabling tailored workflows and state transitions. Note that enabling these models in Service Operations Workspace 5.x will revert management to the classic UI16, whereas Workspace 6.x supports these models natively. * **snservicedeskagent Role (Yokohama):** A new user role designed for tier 1 service desk agents to enhance operational efficiency. It consolidates multiple roles related to incident, problem, change, and request management, and integrates AI-related roles when the ITSM Gen AI plugin is installed. This role is supported starting with Service Operations Workspace version 6.1. * **Email Notification Redirection (Xanadu):** Notifications can now redirect users to problem records within Service Operations Workspace instead of the classic UI16, enabled by the ITSM Notifications Redirection plugin installed automatically during upgrade. * **Known Error Articles Enabled by Default (Xanadu):** Problem Knowledge Integration is activated by default for new customers, improving knowledge sharing and problem resolution. * **Re-assessment of Problem Tasks (Xanadu):** Analysts have increased flexibility to re-assess problem tasks directly from the Work in Progress state to better support workflow adjustments. ## Important Upgrade Information * **Pre- and Post-Upgrade Tasks:** Review and complete specified upgrade tasks to ensure smooth transition to Zurich. * **Activation:** Problem Management is active by default as a ServiceNow AI Platform feature across Xanadu and Yokohama releases, with no changes in Zurich. ## Changes, Removals, and Deprecations There were no removals or deprecations of Problem Management features between Xanadu and Zurich. Changes primarily focused on workflow enhancements and notification behaviors. ## Additional Considerations * **Browser, Accessibility, and Localization:** No updates or new requirements were introduced in these areas between Xanadu and Zurich. ## What You Can Expect * Improved flexibility and customization of problem and problem task workflows through models. * Enhanced operational efficiency for service desk agents with a dedicated role that leverages AI capabilities. * Seamless user experience improvements by redirecting email notifications to the modern Service Operations Workspace interface. * Default activation of knowledge management features to support faster problem resolution for new customers. Consolidated page of all release notes for Problem Management from Xanadu to Zurich. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Problem 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 Problem Management to Zurich Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-problemmanagement-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 Problem Management. {#dfrn3-problemmanagement-summary__entry__10} | Release | Release notes | |-|-| | Xanadu | [Initial support for Problem Management models](https://www.servicenow.com/docs/access?context=problem-mgmt-models&family=xanadu&ft:locale=en-US) : Introduction of Problem Management models, beginning with one default problem model (General) and two default problem task models (Root cause analysis and General). The default models are equivalent to the base life cycle in the Washington DC release. This initial support allows for the creation of custom models to tailor additional scenarios for specific use cases. Note: If you are using Service Operations Workspace 5.x and you enable Problem Management models, you will manage problems and problem tasks in the classic UI16 experience, rather than in Service Operations Workspace. Service Operations Workspace 6.x is based on the Xanadu release and it supports Problem Management models. | | Yokohama | [User role for service desk agents](https://www.servicenow.com/docs/access?context=prob-roles-instld-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. [Problem Models for Streamlined Problem Management](https://www.servicenow.com/docs/access?context=problem-mgmt-models&family=yokohama&ft:locale=en-US) : Problem Management models are used to simplify management of problems and problem tasks. These models provide an efficient way to configure state transitions and define conditions to move from one state to another. This functionality is enabled out of the base system for new or zBoot customers. | | Zurich | No updates for this release. | [ ] ## Changes Between your current release family and Zurich, some changes were made to existing Problem Management features. {#dfrn3-problemmanagement-summary__entry__18} | Release | Release notes | |-|-| | Xanadu | [Re-assess a Problem Task from the Work in Progress state](https://www.servicenow.com/docs/access?context=assess-a-problem-task&family=xanadu&ft:locale=en-US) : Additional flexibility for the workflow of a problem task analyst. [Email notification redirection behavior](https://www.servicenow.com/docs/access?context=configure-notifcations-sow-itsm&family=xanadu&ft:locale=en-US) : When users select the problem record link in their email notifications, they can be redirected to the problem record in Service Operations Workspace instead of the classic UI16 experience. The ITSM Notifications Redirection (com.snc.itsm.notifications_redirection) plugin is installed and activated automatically to support this behavior. [Known error articles available by default](https://www.servicenow.com/docs/access?context=create-known-error-from-problem&family=xanadu&ft:locale=en-US) : Problem Knowledge Integration is activated by default for new customers. [Problem Management Migration Utility](https://www.servicenow.com/docs/access?context=migration-utility&family=xanadu&ft:locale=en-US) : The Xanadu base problem files list is updated so the Problem Management Migration Utility can detect customizations. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Removed Between your current release family and Zurich, some Problem Management features or functionality were removed. {#dfrn3-problemmanagement-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 Problem Management features or functionality were deprecated. {#dfrn3-problemmanagement-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 Problem Management. {#dfrn3-problemmanagement-summary__entry__42} | Release | Release notes | |-|-| | Xanadu | [Problem Management](https://www.servicenow.com/docs/access?context=c_ProblemManagement&family=xanadu&ft:locale=en-US) is a ServiceNow AI Platform feature that is active by default. | | Yokohama | Activation information : Problem Management is a ServiceNow AI Platform feature that is active by default. | | Zurich | No updates for this release. | [ ] ## Additional requirements If any additional requirements were introduced or changed for Problem Management we have noted them here. {#dfrn3-problemmanagement-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 Problem Management we have noted them here. {#dfrn3-problemmanagement-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 Problem Management, such as specific requirements or compliance levels. {#dfrn3-problemmanagement-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 Problem Management we have noted them here. {#dfrn3-problemmanagement-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 Problem Management we have noted them here. {#dfrn3-problemmanagement-summary__entry__82} | Release | Release notes | |-|-| | Xanadu | * Introduction of Problem Management models to provide support for additional problem and problem task scenarios * Known error articles are enabled by default for new customers * Configure email notifications to redirect to Service Operations Workspace instead of the classic UI16 experience * Re-assess a problem task from Work In Progress See [Problem Management](https://www.servicenow.com/docs/access?context=c_ProblemManagement&family=xanadu&ft:locale=en-US) for more information. | | Yokohama | * Increase operational efficiency of tier 1 service desk agents with the dedicated sn_service_desk_agent role. * Simplify the management of problems and problem tasks using Problem Management models. See [Problem Management](https://www.servicenow.com/docs/access?context=c_ProblemManagement&family=yokohama&ft:locale=en-US) for more information. | | Zurich | No updates for this release. | [ ]