--- 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 Request Management release notes for upgrades from Yokohama to Zurich # Combined Request 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) 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 Yokohama to Zurich This consolidated release notes document provides ServiceNow customers with a comprehensive overview of changes, new features, and important upgrade considerations for Request Management between the Yokohama and Zurich releases. It is designed to help you prepare for a smooth upgrade by summarizing enhancements, security updates, UI changes, and activation details related to Request Management. Show full answer Show less ## Key Features * **User role for service desk agents (Yokohama):** A dedicated `snservicedeskagent` role enables tier 1 service desk agents to access change, incident, problem, and request records, improving operational efficiency. This role is available starting with Service Operations Workspace version 6.1. * **Enhanced security model (Yokohama):** The introduction of deny ACLs prevents unauthorized access to request-related tables. Non-authenticated users are blocked from any data operations. This requires installation of the ITSM Enhanced Security Features plugin and testing before production deployment. * **Coral theme (Zurich):** The new default theme for portals, web, and mobile experiences with Next Experience or Core UI enabled. Coral offers a modern, brand-neutral look and includes a dark theme option to improve readability and reduce eye strain. ## Changes * **Sorting of configuration items (Yokohama):** Configuration items (CIs) in Requested item forms are now alphabetically sorted by CI name rather than grouped by CI class. This change streamlines locating specific CIs quickly. * **Default UI theme update (Zurich):** Coral replaces previous themes as the default for new portals and UI experiences, enhancing the overall user experience with fresh visuals and a dark mode option. ## Activation and Requirements * Request Management is active by default as part of the ServiceNow AI Platform in both Yokohama and Zurich releases. * No additional browser requirements or localization updates were introduced between Yokohama and Zurich. ## Important Upgrade Considerations * Before upgrading to Zurich, review and complete recommended pre- and post-upgrade tasks to ensure proper functionality. * For enhanced security features, especially the deny ACLs, conduct thorough testing in a sub-production environment prior to production implementation. ## Summary of Benefits * Improved operational efficiency and customer satisfaction through role-based access for service desk agents. * Stronger data security controls preventing unauthorized table access. * Faster and easier identification of configuration items in request forms with alphabetical sorting. * A modernized, visually improved user interface with the Coral theme and optional dark mode for better user experience. Consolidated page of all release notes for Request Management from Yokohama 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 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 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 | |-|-| | 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__8} | Release | Release notes | |-|-| | 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__14} | Release | Release notes | |-|-| | 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__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 Request Management features or functionality were deprecated. {#dfrn3-requestmanagement-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 Request Management. {#dfrn3-requestmanagement-summary__entry__32} | Release | Release notes | |-|-| | 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__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 Request Management we have noted them here. {#dfrn3-requestmanagement-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 Request Management, such as specific requirements or compliance levels. {#dfrn3-requestmanagement-summary__entry__50} | 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 Request Management we have noted them here. {#dfrn3-requestmanagement-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 Request Management we have noted them here. {#dfrn3-requestmanagement-summary__entry__62} | Release | Release notes | |-|-| | 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. | [ ]