--- 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 Order Management release notes for upgrades from Yokohama to Zurich # Combined Order Management 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) 7 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 Order Management Release Notes for Upgrades from Yokohama to Zurich This consolidated release note summary covers the key updates, features, changes, and important information for ServiceNow Order Management customers upgrading from the Yokohama release family to Zurich. It is designed to help you prepare for the upgrade by highlighting new capabilities, changes in functionality, and activation details specific to Order Management. Show full answer Show less ## New Features * **Yokohama Enhancements:** * **Business Portal for Order Case Management:** Customers can create cases for common order issues (delivery delays, disputes) directly via the Business Portal, improving issue resolution speed and customer satisfaction. * **Hierarchical View of Order Line Items:** Enables agents and managers to visualize parent-child relationships within orders for better order management clarity. * **Price Adjustment Details:** Provides visibility into all pricing plan adjustments for each order line, improving transparency on unit net price derivations. * **Multi-instance Product Offering Configurations:** Allows creation of multiple instances of child products in orders, enabling custom configurations per instance. * **Transient Products:** Supports adding one-time use products or services to orders without maintaining inventory or supporting MACD actions. * **Subscription Pricing Metrics:** Automatically calculates key subscription metrics (monthly/annual recurring price) to enhance revenue reporting and analysis. * **Business Portal for Ordering:** Customers can browse product catalogs, configure options, place orders, and track order status. * **Cases for Multiple Invoices:** Agents can track and resolve multiple invoice issues within a single case using case line items. * **Zurich Enhancements:** * **Move Order Support:** Enables agents to handle move journeys involving location changes, attribute updates, and product additions/deletions within orders. * **Pricing Adjustments for Order Line Items:** Allows agents to view, add, and edit manual price adjustments directly from list views, simplifying pricing workflows. * **Order Summarization:** Provides a consolidated overview of complex orders across products, services, and fulfillment tasks to improve agent efficiency. * **Support for Complex Characteristics:** Offers advanced product modeling capabilities with nested objects, arrays, and diverse data types for product attributes, along with compatibility and decomposition rules. * **Order Header Discount:** Enables applying discounts across multiple order lines in a single action, streamlining discounting processes for complex deals. ## Changes * **Zurich:** * Enhanced integration with Strategic Portfolio Management (SPM) supports creating and reusing programs and site projects, preserving project hierarchies. * The new default **Coral theme** offers a modern, brand-neutral interface for portals, web, and mobile experiences, with an optional dark mode for improved accessibility. ## Deprecations * **Yokohama:** Subscription start and end dates have been deprecated since Q2 2025. Customers should use Contract start and end dates for subscription term calculations. Several subscription-related fields in order and order line tables are no longer supported. * **Zurich:** No new deprecations reported. ## Activation and Additional Information * Order Management must be installed via the ServiceNow Store for both Yokohama and Zurich releases. * No additional requirements or browser changes have been introduced for this upgrade. * **Accessibility:** The Coral theme includes a dark mode option to reduce eye strain and improve readability for web and mobile users. * No localization changes noted. ## Practical Benefits for ServiceNow Customers * Improved customer experience through enhanced Business Portal capabilities for order creation and issue management. * Greater agent efficiency with hierarchical views, order summarization, and streamlined pricing adjustment workflows. * Enhanced product configuration flexibility via multi-instance offerings and support for complex product characteristics. * Streamlined discount management across orders, facilitating faster processing of complex deals. * Better integration with other ServiceNow products like Strategic Portfolio Management for comprehensive project and program management. Consolidated page of all release notes for Order Management from Yokohama to Zurich. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Order Management 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 Order Management to Zurich Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-ordermanagement-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 Order Management. {#dfrn3-ordermanagement-summary__entry__8} | Release | Release notes | |-|-| | Yokohama | [Business Portal for order case management](https://www.servicenow.com/docs/access?context=order-mgt-business-portal&family=yokohama&ft:locale=en-US) : Enable your customers to create cases for common order-related issues such as delivery delays, quantity disputes, and other routine inquiries directly using the Business Portal, ensuring faster issue resolution and improved customer satisfaction. This application is a feature of Customer Service Management and the Order to Cash Operations functionality for Order Management. Hierarchical view of order line items : Enable order agents and order managers to use the hierarchical list view to view parent and child relationships within order lines. [Price adjustment details for order lines](https://www.servicenow.com/docs/access?context=view-price-adjustment-details-order-lines&family=yokohama&ft:locale=en-US) : Provides order agents and order managers the visibility into the price adjustments applied at each step of the pricing plan, including a detailed breakdown of all adjustments applied to the unit base price and unit list price to see how the unit net price is derived. [Multi-instance product offering configurations](https://www.servicenow.com/docs/access?context=product-catalog-managment&family=yokohama&ft:locale=en-US) : Create multiple instances of a child product offering in orders to generate a custom configuration for each product offering instance. When a child product offering has a quantity greater than 1, agents can clone or split a child product offering to create multiple product offering instances so that each quantity has its own configuration. [Transient products](https://www.servicenow.com/docs/access?context=product-catalog-managment&family=yokohama&ft:locale=en-US) : Add transient products, which are defined as one-time-use products or services, to new orders. Sold product and product inventory records are created but not maintained for transient products. Move, Add, Change and Disconnect (MACD) actions are not supported for transient products. [Add subscription pricing to an order](https://www.servicenow.com/docs/access?context=add-subscription-pricing-to-an-order&family=yokohama&ft:locale=en-US) : Enable order agents and order managers to access and view key calculated metrics such as monthly recurring price and annual recurring price. The subscription pricing fields are automatically calculated based on contract start date and contract end date. These metrics enhance revenue reporting and help you to better understand recurring revenue dynamics. [Business Portal for Order Management](https://www.servicenow.com/docs/access?context=order-mgt-create-an-order-using-customer-portal&family=yokohama&ft:locale=en-US) : Use the Business Portal to view product catalogs, select product options, and place orders. Customers can also view their order status using the Business Portal. [Cases for multiple invoices](https://www.servicenow.com/docs/access?context=csm-invoice-operations&family=yokohama&ft:locale=en-US) : Create cases for multiple invoices or for specific invoice lines. Agents can reference multiple invoices or invoice lines as case line items on an invoice case record. By using case line items, agents can track multiple issues for the same invoice case and resolve the issues in each case line item independently before resolving and closing the order case. This application is a feature of Customer Service Management and the Order to Cash Operations functionality for Order Management. | | Zurich | [Move order](https://www.servicenow.com/docs/access?context=move-order&family=zurich&ft:locale=en-US) : The move order helps agents to perform move journey that requires location change, the location and change of attribute values, the location change and add or delete the product. [Pricing Adjustments for order line items](https://www.servicenow.com/docs/access?context=add-pricing-adjustment-to-an-order-line-item&family=zurich&ft:locale=en-US) : Enables order agents to quickly view, add, and edit manual price adjustments for order line items directly from the list view, reducing clicks and streamlining the process. This new experience makes it easier for order agents to enter manual price adjustments and provides a holistic view of both automatic and manual adjustments. [Summarization for Order Management](https://www.servicenow.com/docs/access?context=now-assist-order-mgmt-summarize-order&family=zurich&ft:locale=en-US) : Summarizes complex orders across products, services, and fulfillment tasks. This helps agents quickly understand status, take the right actions, and avoid navigating fragmented views. This results in easier next steps and improved productivity. For more information, see the [ServiceNow Otto for Order Management release notes](https://www.servicenow.com/docs/access?context=now-assist-order-management-rn&family=zurich&ft:locale=en-US). [Support for complex characteristics for orders](https://www.servicenow.com/docs/access?context=som-using&family=zurich&ft:locale=en-US) : Take advantage of the following complex characteristics for orders: * Define complex characteristics for product offerings and specifications using object structures, data arrays, and other data input types such as String, Integer, Date, DateTime, and Decimal. For more information, see [Defining characteristics and options](https://www.servicenow.com/docs/access?context=defining-prod-characteristics&family=zurich&ft:locale=en-US). * Define compatibility, decomposition, and attribute propagation rules based on conditions that use characteristics at any level of a complex attribute hierarchy. For more information, see [\[Placeholder link text to key bundle-omgmt.create-compatibility-rules\]](https://www.servicenow.com/docs/access?context=create-compatibility-rules&family=zurich&ft:locale=en-US), [Decomposition rules](https://www.servicenow.com/docs/access?context=order-mgt-create-decomposition-rules&family=zurich&ft:locale=en-US), and [Domain order](https://www.servicenow.com/docs/access?context=define-domain-order-attributes&family=zurich&ft:locale=en-US). [Order header discount](https://www.servicenow.com/docs/access?context=add-header-discount-to-an-order&family=zurich&ft:locale=en-US) : Provide order agents with the ability to apply discounts across multiple order lines with a single action through an order header discount feature. This feature streamlines discounting workflows, improves pricing consistency, and helps speed up order processing for large complex deals. | [ ] ## Changes Between your current release family and Zurich, some changes were made to existing Order Management features. {#dfrn3-ordermanagement-summary__entry__14} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | [Changes to OM integration with SPM](https://www.servicenow.com/docs/access?context=configure-site-project-product-offering&family=zurich&ft:locale=en-US) : Use OM integration with SPM to create program, reuse program, create site project and reuse site project in the SPM. 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 Order Management features or functionality were removed. {#dfrn3-ordermanagement-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 Order Management features or functionality were deprecated. {#dfrn3-ordermanagement-summary__entry__26} | Release | Release notes | |-|-| | Yokohama | * The Subscription start and end dates have been deprecated starting with the Q2 2025 release. Use the Contract start date and Contract end date to calculate Terms for setting subscriptions for recurring products. * The fields listed for the following tables are no longer supported. {#dfrn3-ordermanagement-summary__entry__30} | Table name | Fields | |-|-| | Order (sn_ind_tmt_orm_order) | Total monthly recurring price, Total annual recurring price | | Order line item (sn_ind_tmt_orm_order_line_item) | Cumulative monthly recurring price, Cumulative annual recurring price, Subscription start date, Subscription end date | | Order line item (sn_csm_om_order_line_item) | Total recurring price | [ ] | | Zurich | No updates for this release. | [ ] ## Activation information Review information on how to activate Order Management. {#dfrn3-ordermanagement-summary__entry__40} | Release | Release notes | |-|-| | Yokohama | Activation information : Install Order Management 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: Order Management is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Zurich | Activation information : Install Order Management 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=zurich&ft:locale=en-US). Important: Order Management is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | [ ] ## Additional requirements If any additional requirements were introduced or changed for Order Management we have noted them here. {#dfrn3-ordermanagement-summary__entry__46} | 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 Order Management we have noted them here. {#dfrn3-ordermanagement-summary__entry__52} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Accessibility information Review details on accessibility information for Order Management, such as specific requirements or compliance levels. {#dfrn3-ordermanagement-summary__entry__58} | Release | Release notes | |-|-| | 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 Order Management we have noted them here. {#dfrn3-ordermanagement-summary__entry__64} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Highlight information If there are specific highlight considerations for Order Management we have noted them here. {#dfrn3-ordermanagement-summary__entry__70} | Release | Release notes | |-|-| | Yokohama | * Enable order agents to view price adjustment details while processing orders. * Enable customers to view the product catalog, add products to a shopping cart, and create orders by using the Business Portal. * Create cases for multiple orders or for specific order lines using the Business Portal. * Create cases for multiple invoices or for specific invoice lines. * Provide metrics that help sales agents and sales managers track and analyze the revenue impact of subscriptions. See [Order Management](https://www.servicenow.com/docs/access?context=order-mgt-exploring&family=yokohama&ft:locale=en-US) for more information. | | Zurich | * Handle move orders support. * Enhance the Order management (OM) integration with Strategic Portfolio Management (SPM) to enable projects for site and maintain program project and sub-project hierarchy. * Enables agents to change the location for product inventory at the order line level. * Support for nested objects, arrays, and custom attributes to model complex products. * Support for order header discounts. See [Order management](https://www.servicenow.com/docs/access?context=explore-order-management&family=zurich&ft:locale=en-US) for more information. | [ ]