--- sourceDocument: zurich Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/delta-yokohama-zurich Release : - zurich ft:locale : - en-US ft:publication_title : - zurich Combined Product Files ft:clusterId : - delta3zy bundleId : - delta3zy --- # Combined ITSM MCP Server release notes for upgrades from Yokohama to Zurich # Combined ITSM MCP Server release notes for upgrades from Yokohama 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 Yokohama to Zurich This consolidated release note covers all the updates for the ITSM MCP Server as customers upgrade from the Yokohama release to Zurich. It highlights new features, changes, deprecations, and activation requirements relevant to ServiceNow customers preparing for or completing this upgrade. Show full answer Show less ## New Features The Zurich release introduces enhanced tools across incident, change request, request item, and on-call schedule management within the ITSM MCP Server: * **Incident Management:** Retrieve detailed incident information, update fields with full business rule execution, perform semantic searches for similar incidents and knowledge base articles, and link KB articles to incidents. * **Change Management:** Create and update change requests, assess risk, manage planned outages, recommend assignment groups, and analyze change data comprehensively including conflicts and data quality scores. * **Request Item Management:** Create incidents and catalog requests through guided workflows with knowledge base deflection and duplicate detection, escalate incidents with mandatory reasons, and add customer-visible comments. * **On-call Scheduling:** Look up current on-call engineers by group or shift, view upcoming or active shifts, request time off, and arrange coverage via a two-phase workflow. * **Common Tools:** Use natural language queries to get ITSM data insights, approve or reject pending approvals, and retrieve session time zone information. ## Changes * Access to ITSM MCP Server tools now requires the `snmcpserver.viewer` role as a base permission. * Incident tools `getdetails` and `modify` are accessible to both fulfillers and requesters, with fulfillers able to escalate incidents and requesters able to view status. * The tool formerly known as `requester.addcomment` is renamed to `request.modify`, enabling requesters to add customer-visible comments to their requested items; fulfillers can also add comments to incidents via the incident.modify tool. ## Deprecations The `snitsmmcpserver.requester.escalate` tool is deprecated and disabled by default. Customers should use `incident.modify` with the `escalate` and `escalationreason` inputs instead. ## Activation Requirements To enable ITSM MCP Server functionality in Zurich, activate the following plugins: * Now Assist for ITSM (`snitsmgenai`) * Model Context Protocol Server (`snmcpserver`) * ITSM MCP Server (`snitsmmcpserver`) ## Additional Information There are no updates to browser requirements, accessibility, localization, or additional prerequisites between Yokohama and Zurich releases. ## Practical Impact for ServiceNow Customers Upgrading to Zurich enhances your ITSM MCP Server with more robust incident, change, request, and on-call management capabilities, improved API tools with clearer role-based access, and streamlined workflows for escalations and comments. Activation of specific plugins is required to leverage these new and improved features. This upgrade supports more efficient and transparent ITSM operations through better data retrieval, natural language querying, and comprehensive lifecycle management. Consolidated page of all release notes for ITSM MCP Server from Yokohama 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 Yokohama 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 | |-|-| | 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__8} | Release | Release notes | |-|-| | 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__14} | Release | Release notes | |-|-| | 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__20} | Release | Release notes | |-|-| | 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__26} | Release | Release notes | |-|-| | 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__32} | Release | Release notes | |-|-| | 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__38} | Release | Release notes | |-|-| | 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__44} | Release | Release notes | |-|-| | 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__50} | Release | Release notes | |-|-| | 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__56} | Release | Release notes | |-|-| | 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__62} | Release | Release notes | |-|-| | 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. | [ ]