--- 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 Request Management release notes for upgrades from Xanadu to Zurich # Combined Request 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 Request Management release notes for upgrades from Xanadu to Zurich This consolidated guide covers all Request Management updates from the Xanadu through Zurich releases. It is designed to help ServiceNow customers understand the new features, changes, and important upgrade considerations for Request Management as they move to Zurich. If no updates occurred in a particular release, that is explicitly noted for clarity. Show full answer Show less ## Important Upgrade Information * Before upgrading to Zurich, customers should review and complete the recommended pre- and post-upgrade tasks to ensure a smooth transition. * Request Management is an active ServiceNow AI Platform feature by default starting from the Yokohama release and continues in Zurich. ## New Features * **Yokohama Release:** * **snservicedeskagent User Role:** Enables level 1 or tier 1 service desk agents to access change, incident, problem, and request records, improving operational efficiency. This role requires Service Operations Workspace version 6.1 or later. * **Enhanced Security Model:** Introduces deny ACLs to prevent unauthorized access to request-related tables, including blocking non-authenticated users from any actions. This requires installation of the ITSM Enhanced Security Features plugin and careful testing in sub-production environments before production deployment. * **Zurich Release:** No new features introduced in this release. ## Changes * **Yokohama Release:** * Configuration Items (CIs) in Requested Item forms are now sorted alphabetically by CI name rather than by CI class, enabling quicker identification of available CIs. * **Zurich Release:** * **Coral Theme:** Coral is the new default theme for portals, web, and mobile experiences using Next Experience or Core UI, offering a modern, brand-neutral look. A dark theme option is available to enhance readability and reduce eye strain. ## Removals and Deprecations No features or functionalities were removed or deprecated in any release from Xanadu through Zurich. ## Accessibility and User Experience * The new Coral theme introduced in Zurich includes a dark mode option, improving accessibility and user comfort during extended use. ## Practical Implications for ServiceNow Customers * Assign the `snservicedeskagent` role to improve service desk agent efficiency with appropriate access controls. * Implement the enhanced security plugin carefully to secure request management data, testing thoroughly before production deployment. * Benefit from the alphabetized CI list to streamline request fulfillment processes. * Upgrade to Zurich to leverage the modern Coral theme and improved user experience across portals and devices. Consolidated page of all release notes for Request Management from Xanadu to Zurich. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Request 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 Request Management to Zurich Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-requestmanagement-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 Request Management. {#dfrn3-requestmanagement-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=req-mgmnt-roles-instld-itsm&family=yokohama&ft:locale=en-US) : Improve operational efficiency by providing level 1 or tier 1 service desk agents with access to change, incident, problem, and request records by assigning the sn_service_desk_agent user role. Note: The sn_service_desk_agent user role is available starting with Service Operations Workspace version 6.1. [Enhanced security model adoption for Request Management](https://www.servicenow.com/docs/access?context=request-management-architecture&family=yokohama&ft:locale=en-US) : Prevent unauthorized access to request-related tables using deny ACLs. Non-authenticated user cannot perform any actions such as read, write, delete, create, or report view.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 | No updates for this release. | [ ] ## Changes Between your current release family and Zurich, some changes were made to existing Request Management features. {#dfrn3-requestmanagement-summary__entry__18} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | [Sorting configuration items in requested item forms](https://www.servicenow.com/docs/access?context=create-request-workspace&family=yokohama&ft:locale=en-US) : The list of configuration items (CIs) displayed for the Configuration item field in the Requested item form is now displayed and sorted based on the CI names in alphabetical order instead of sorting by CI class and then presenting the CI names in alphabetical order within a class. This change means you can determine whether a particular CI is available more quickly. | | 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. | [ ] ## Removed Between your current release family and Zurich, some Request Management features or functionality were removed. {#dfrn3-requestmanagement-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 Request Management features or functionality were deprecated. {#dfrn3-requestmanagement-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 Request Management. {#dfrn3-requestmanagement-summary__entry__42} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | Activation information : Request Management is a ServiceNow AI Platform feature that is active by default. | | Zurich | Activation information : Request Management is a ServiceNow AI Platform feature that is active by default. | [ ] ## Additional requirements If any additional requirements were introduced or changed for Request Management we have noted them here. {#dfrn3-requestmanagement-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 Request Management we have noted them here. {#dfrn3-requestmanagement-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 Request Management, such as specific requirements or compliance levels. {#dfrn3-requestmanagement-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 Request Management we have noted them here. {#dfrn3-requestmanagement-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 Request Management we have noted them here. {#dfrn3-requestmanagement-summary__entry__82} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | * Improve customer satisfaction and operational efficiency with the sn_service_desk_agent role, which is dedicated to the tier 1 service desk agents. * Restrict unauthorized access to the Request Management tables using deny ACLs. * Quickly determine whether a configuration item (CI) is available to be added to the Configuration item field in the Requested item form by searching the an alphabetized list of available CIs rather than having to first find the CI class list. See [Request Management](https://www.servicenow.com/docs/access?context=c_RequestManagement&family=yokohama&ft:locale=en-US) for more information. | | Zurich | Coral is the new default theme for Next Experience and Core UI, offering a more modern experience. See [Request Management](https://www.servicenow.com/docs/access?context=c_RequestManagement&family=zurich&ft:locale=en-US) for more information. | [ ]