--- 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 Mobile Agent release notes for upgrades from Yokohama to Zurich # Combined ITSM Mobile Agent 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) 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 ITSM Mobile Agent release notes for upgrades from Yokohama to Zurich This consolidated release notes document covers updates for the ITSM Mobile Agent application from the Yokohama release through to Zurich. It is designed to assist ServiceNow customers in understanding new features, changes, and upgrade considerations when moving to the Zurich release. Show full answer Show less There are no updates specific to the Zurich release itself; however, significant new features were introduced in the Yokohama release that remain relevant for customers upgrading to Zurich. ## Key Features Introduced in Yokohama * **Incident Record Summarization:** When adding work notes or reassigning incidents, users can leverage GenAI-powered summarization to create concise summaries of incident records and activities. This reduces the effort to draft notes and can be edited before saving. This feature is available in My Team, Major Incidents, and My Work applets and requires configuration of the Incident summarization skill in ServiceNow Otto for ITSM. * **Priority-Based Alert Tones:** Different alert tones can be set for incidents based on priority levels, enabling quicker response to critical incidents. * **Email Notification Redirection:** When users open task record links from email notifications on mobile devices, links open in the mobile web browser first, then prompt the user to seamlessly redirect to the ITSM Mobile Agent app for a faster and more intuitive experience. This applies to incident, incident task, catalog task, change request, and change task records. It requires the ITSM Mobile Agent app to be installed and the system property `glide.sg.universallinks.enabled` set to true. * **Automatic Incident Priority Setting:** Incident priority can be automatically determined based on defined impact and urgency levels, ensuring synchronization and consistency. Editing impact and urgency fields requires adding work notes. ## Upgrade and Activation Information Before upgrading to Zurich, customers should review and complete any necessary pre- and post-upgrade tasks, although no new specific tasks were introduced for Zurich. To activate ITSM Mobile Agent, customers must request and install the application from the ServiceNow Store. The Store also provides cumulative release notes and version history for the app. ## Other Considerations * **Changes, Removals, and Deprecations:** There are no changes, removed features, or deprecations between Yokohama and Zurich releases. * **Additional Requirements, Browser Compatibility, Accessibility, and Localization:** No updates or special considerations were introduced in these areas for Zurich. * **Highlights:** Yokohama release introduced the key capabilities outlined above; Zurich did not add new highlights. ## What Customers Can Expect Customers upgrading from Yokohama to Zurich can continue to utilize the enhanced incident summarization, priority-based alerts, email notification redirection, and automatic priority setting introduced in Yokohama without disruption. The upgrade to Zurich itself does not introduce new features or changes, ensuring a smooth transition. Activation through the ServiceNow Store remains the standard process for obtaining and deploying ITSM Mobile Agent. Consolidated page of all release notes for ITSM Mobile Agent from Yokohama 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 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 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 | |-|-| | 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__8} | Release | Release notes | |-|-| | 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__14} | Release | Release notes | |-|-| | 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__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 Mobile Agent features or functionality were deprecated. {#dfrn3-itsmmobileagent-summary__entry__26} | Release | Release notes | |-|-| | 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__32} | Release | Release notes | |-|-| | 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__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 Mobile Agent we have noted them here. {#dfrn3-itsmmobileagent-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 Mobile Agent, such as specific requirements or compliance levels. {#dfrn3-itsmmobileagent-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 Mobile Agent we have noted them here. {#dfrn3-itsmmobileagent-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 Mobile Agent we have noted them here. {#dfrn3-itsmmobileagent-summary__entry__62} | Release | Release notes | |-|-| | 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. | [ ]