Combined Problem Management release notes for upgrades from Xanadu to Zurich

zurich Combined Product Files

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zurich Combined Product Files

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Combined Problem Management release notes for upgrades from Xanadu to Zurich

Release version: Zurich

Updated August 11, 2026

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Summary of Combined Problem Management release notes for upgrades from Xanadu to Zurich

This consolidated release notes document is designed to help ServiceNow customers prepare for upgrading Problem Management from the Xanadu release family through to Zurich. It outlines new features, changes, removals, deprecations, activation details, and other relevant information across these releases, enabling customers to understand enhancements and plan upgrade activities effectively.

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Key Features

Problem Management Models (Xanadu): Introduced initial support for customizable Problem Management models, including a default problem model and two task models (Root cause analysis and General). These models help tailor problem and problem task workflows to specific use cases and simplify state transitions.
Service Desk Agent Role (Yokohama): Added the snservicedeskagent user role to streamline tier 1 service desk operations. This role bundles essential permissions for incident, problem, change, and request management, plus integration with ITSM Gen AI capabilities when the plugin is installed.
Problem Models Usage (Yokohama): Enabled out-of-the-box use of problem management models to simplify problem and task management for new or zBoot customers.

Key Changes

Workflow Flexibility (Xanadu): Analysts can now re-assess problem tasks from the Work in Progress state, enhancing workflow options.
Email Notification Redirection (Xanadu): Email links to problem records can redirect users to Service Operations Workspace instead of the classic UI16, supported by an automatically activated plugin.
Known Error Articles (Xanadu): Problem Knowledge Integration and access to known error articles are enabled by default for new customers, improving knowledge-driven problem resolution.
Migration Utility Updates (Xanadu): The Problem Management Migration Utility has been enhanced to detect customizations during upgrade processes.

Removals and Deprecations

No Problem Management features or functionality were removed or deprecated between Xanadu and Zurich releases.

Activation and Requirements

Problem Management is an AI Platform feature active by default starting from Xanadu.
No additional requirements, browser constraints, accessibility, or localization changes were introduced across these releases.

Upgrade Preparation

Before upgrading to Zurich, customers should review and complete any relevant pre- and post-upgrade tasks as indicated in the release documentation. This ensures a smooth transition and proper functioning of Problem Management features post-upgrade.

Why This Matters

These enhancements provide ServiceNow customers with improved flexibility, efficiency, and user experience in managing problems and problem tasks. The introduction of problem models allows tailored workflows, while the new service desk agent role optimizes tier 1 support operations. Email redirection and knowledge integration streamline user interactions and resolution processes, helping teams resolve issues faster and more effectively.

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.


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.


Release	Release notes
Xanadu	Initial support for Problem Management models 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 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 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.


Release	Release notes
Xanadu	Re-assess a Problem Task from the Work in Progress state Additional flexibility for the workflow of a problem task analyst. Email notification redirection behavior 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 Problem Knowledge Integration is activated by default for new customers. Problem Management Migration Utility 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.


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.


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.


Release	Release notes
Xanadu	Problem Management is a ServiceNow AI Platform feature that is active by default.
Yokohama	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.


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.


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.


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.


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.


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 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 for more information.
Zurich	No updates for this release.