--- 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 Problem Management release notes for upgrades from Yokohama to Zurich # Combined Problem 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) 3 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 Problem Management release notes for upgrades from Yokohama to Zurich This consolidated guide helps ServiceNow customers prepare for upgrading Problem Management from the Yokohama release to Zurich. It summarizes new features, changes, removals, deprecations, and other relevant information across releases to ensure a smooth transition during the upgrade process. Show full answer Show less ## Important Upgrade Information * There are no updates or changes specifically marked for Problem Management in either Yokohama or Zurich releases beyond those noted. * Pre- and post-upgrade tasks should be reviewed and completed as needed before upgrading to Zurich. * Problem Management remains an active ServiceNow AI Platform feature by default in both Yokohama and Zurich. ## New Features * **User Role for Service Desk Agents:** The `snservicedeskagent` user role was introduced in Yokohama to streamline tier 1 service desk operations. This role consolidates several permissions including incident, problem, change, and request writing capabilities along with file reading. * Integration with ITSM Gen AI Plugin: When the ITSM Gen AI plugin is installed, additional roles like `knowledgeuser` and `nowassistpaneluser` are included within the `snservicedeskagent` role. * This role is supported starting with Service Operations Workspace version 6.1, enabling faster information collection and resolution delivery for service desk agents. * **Problem Models for Streamlined Problem Management:** Available out of the box for new or zBoot customers, these models simplify problem and problem task management by configuring state transitions and defining conditions for moving between states efficiently. ## Changes, Removals, and Deprecations No changes, removals, or deprecations related to Problem Management features were introduced between Yokohama and Zurich. ## Additional Notes * There are no new or changed additional requirements, browser requirements, accessibility information, or localization considerations for Problem Management in these releases. * Highlights for Yokohama include an emphasis on improving tier 1 service desk efficiency through the dedicated `snservicedeskagent` role and simplifying problem management with Problem Models. ## Practical Implications for ServiceNow Customers When upgrading to Zurich, customers can expect improved operational efficiency for tier 1 service desk agents through a dedicated user role that streamlines problem handling and resolution. Additionally, Problem Models help simplify the workflow for managing problems and related tasks, reducing manual configuration effort. Since no removals or deprecations affect Problem Management, existing configurations continue to function as expected. Customers should ensure the ITSM Roles and ITSM Gen AI plugins are installed to leverage the full capabilities of the new user role. Consolidated page of all release notes for Problem Management from Yokohama 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 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 Problem Management to Zurich Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-problemmanagement-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 Problem Management. {#dfrn3-problemmanagement-summary__entry__8} | Release | Release notes | |-|-| | Yokohama | [User role for service desk agents](https://www.servicenow.com/docs/access?context=prob-roles-instld-itsm-roles&family=yokohama&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=problem-mgmt-models&family=yokohama&ft:locale=en-US) : 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. {#dfrn3-problemmanagement-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 Problem Management features or functionality were removed. {#dfrn3-problemmanagement-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 Problem Management features or functionality were deprecated. {#dfrn3-problemmanagement-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 Problem Management. {#dfrn3-problemmanagement-summary__entry__32} | Release | Release notes | |-|-| | Yokohama | Activation information : 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. {#dfrn3-problemmanagement-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 Problem Management we have noted them here. {#dfrn3-problemmanagement-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 Problem Management, such as specific requirements or compliance levels. {#dfrn3-problemmanagement-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 Problem Management we have noted them here. {#dfrn3-problemmanagement-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 Problem Management we have noted them here. {#dfrn3-problemmanagement-summary__entry__62} | Release | Release notes | |-|-| | 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](https://www.servicenow.com/docs/access?context=c_ProblemManagement&family=yokohama&ft:locale=en-US) for more information. | | Zurich | No updates for this release. | [ ]