Changes to Australia features and products

• Additional regulatory frameworks in the AI Risk and Compliance content pack

After AI Risk and Compliance is updated to version 22.3.0 and the new frameworks are activated, authority documents, agency mappings, and citations for the Transparency in Frontier Artificial Intelligence Act (SB 53) and the Colorado Artificial Intelligence Act (SB 205) appear in the compliance posture and related views on the Risk and compliance tab. For more information, see AI Risk and Compliance release notes, , , and .

• Impact assessment field auto-population

After upgrading to version 22.3.5, if you have the AI asset owner [sn_ai_asset_mgmt.ai_asset_owner] or AI risk and compliance business user [sn_grc_ai_gov.ai_risk_and_compliance_business_user] role, the screening question responses that capture the AI system's intended use and operational context from the Use and Purpose section of the AI use case request form are automatically populated in the corresponding Use and Purpose fields of a new impact assessment. This synchronization reduces manual entry and helps ensure that impact assessment responses are consistent with the information submitted at intake. For more information, see AI Risk and Compliance release notes and .

• Optional Application name field

The Application field in the Details tab is now optional, enabling you to save and run desktop actions without entering an application name.

• Improved connectors descriptions for non-UI block desktop actions

Descriptions for Excel, Word, PDF, and System Actions connectors are enhanced to improve accuracy and selection.

• Smart Assessment Engine template versioning

After upgrading to version 22.3.5, if you have the AI risk and compliance admin [sn_grc_ai_gov.ai_risk_and_compliance_admin] role, you can use Smart Assessment templates that support versioning. A new version is created automatically when you edit and save a template. Publishing a new version retires the previously published version. Existing templates are set to Version 1.

• Assessment scope context in task and work queue lists

After upgrading to version 22.3.5, if you have the AI risk and compliance analyst [sn_grc_ai_gov.ai_risk_and_compliance_analyst] or AI risk and compliance manager [sn_grc_ai_gov.ai_risk_and_compliance_manager] role, assessment task list and work queue views display additional columns that show the governance scope (related entity such as AI asset, model, or dataset) of each control attestation-based assessment. These columns let you identify which AI asset, entity, and control an assessment belongs to without opening the individual record.

• Impact assessment field auto-population

After upgrading to version 22.3.5, if you have the AI asset owner [sn_ai_asset_mgmt.ai_asset_owner] or AI risk and compliance business user [sn_grc_ai_gov.ai_risk_and_compliance_business_user] role, the screening question responses that capture the AI system's intended use and operational context from the Use and Purpose section of the AI use case request form are automatically populated in the corresponding Use and Purpose fields of a new impact assessment. This synchronization reduces manual entry and helps ensure that impact assessment responses are consistent with the information submitted at intake.

• AI Risk and Compliance Content Pack regulatory frameworks

After upgrading to version 22.3.0, if you have the AI Risk and Compliance Content application installed and the admin role, the AI Risk and Compliance content pack includes additional authority documents, agency mappings, and citations for the following regulatory frameworks: the Transparency in Frontier Artificial Intelligence Act (SB 53) and the Colorado Artificial Intelligence Act (SB 205). When at least one regulatory framework is activated, control objective records display citations from all activated authority documents in the Citations tab. This enables you to assess cross-framework regulatory coverage from a single control objective record without navigating each framework separately.

• Now Assist Multi-Content Response Genius Results

If you have Now Assist in AI Search installed, Now Assist Multi-Content Response Genius Results are supported in global and workspace search. Activating Now Assist Multi-Content Response Genius Results in global or workspace search profiles overrides all other Genius Result configurations, so that global and workspace searches only display Genius Result answers from Now Assist Multi-Content Response Genius Results. Virtual Agent topic citations from Now Assist Multi-Content Response Genius Result answers in global or workspace search open the selected topic in the Now Assist panel so the user can continue their conversation on that topic.

• Search Suggestions

Search administrators with the ais_admin granular admin role can access all Search Suggestions tables. Assign search administrators this role to eliminate needless propagation of full admin access.

• Gain insights into search behavior with a refreshed and updated Search Preview UI.

Preview search query results using settings from a search application configuration or a search profile. Choose between keyword and hybrid search modes. Display search results as individual EVAM cards or as a JSON-format search query response object, with search and syntax highlighting. Review search query behavior and results and specify search query settings with the new Summary, Genius Results, Details, and Profile admin tools.

• Query ACLs

Query ACLs now load automatically during plugin installation for most platform plugins. These preconfigured ACLs reduce the need to run the QueryRangeACLAuditor tool to generate query ACLs. Store app query ACLs aren't included in preconfigured query ACLs. For more information about preconfigured query ACLs, see the Maintenance Information [KB2046494] article in the Now Support Knowledge Base.

Existing custom query ACLs are preserved and loaded as inactive. To view inactive ACLs, use this command: <INSTANCE_URL>/sys_security_acl_list.do?[query_parameters]

QueryRangeACLAuditor tool modifications are preserved.

• ACL types

Core field and datatype ACLs are replaced with more comprehensive rules to optimize ACL volume.

• Access Analyzer

Use ServiceNow® Access Analyzer v6.1, a tool designed for AI administrators or creators to validate the access controls configured within agentic assets (agentic workflows and AI agents) on the ServiceNow AI Platform.

Important: Access Analyzer is available in the ServiceNow Store. For more information, visit ServiceNow Store.

• Invoice exceptions

Accounts Payable Operations flags invoices received from unrecognized or unverified supplier sources as exceptions. The system compares sender email addresses and identities against registered supplier contacts; invoices from unmatched sources are held for verification. This helps reduce the risk of invoice fraud, verifies payment accuracy, and maintains supplier control by requiring verification before processing invoices from unknown sources.

CRM Touchpoints

• Account and Contact field auto-population

Reduce manual data entry when creating touchpoints by automatically populating the Account and Contact fields when you select an Associated Entity and Associated Record of type Contact, Account, Lead, or Opportunity. Associated Entity and Associated Record fields become read-only after the touchpoint record is created.

CRM Outlook Add-in

• Correct identification of sent emails

Distinguish sent emails from received emails in your CRM activity history. Sent emails associated through the ServiceNow CRM for Outlook add-in now appear correctly classified as sent in the associated record's Emails tab. Previously, all emails associated through the add-in classified as received in the CRM workspace. When you create a new lead or contact from a sent email, the form now pre-populates with the recipient's details instead of your own.

• Tab visibility follows write permissions

Show the Accounts, Contacts, Leads, and Opportunities tabs in the ServiceNow CRM for Outlook add-in based on a user's write permission for the underlying entity table rather than fixed role assignment.

• Session timeout recovery

Return to the ServiceNow CRM for Outlook add-in home page after re-authenticating when your session times out. The add-in opens its own sign-in form and brings you back to the home page on successful authentication, instead of redirecting you to the ServiceNow platform home page as in previous releases.

• Pre-applied filters on entity tabs

Find relevant CRM records faster when associating an email. Each entity tab in the ServiceNow CRM for Outlook add-in pre-applies filters based on the email's sender or recipient name and domain, so you see only the records most likely to match instead of every record in the table.

• Risk event enhancements

Risk event administrators can manage the entire risk event workflow. This update grants permissions aligned with the Risk Manager role, including the ability to reopen closed risk events.

• ServiceNow product tiers

The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:

• Foundation: AI basics to deliver insights
• Advanced: AI to boost productivity across relevant use cases
• Prime: Act autonomously with all AI assets, and create your own Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

• Editable record headers

Enables agents to edit the short description of a record directly from the header field. This feature is available on the following record pages:

• Front-line case page
• CSM Interaction record page
• CSM default record page
• Collaborate component in CSM Configurable Workspace

Use the Collaborate component in the contextual side panel in CSM Configurable Workspace to communicate and collaborate with stakeholders in real time to resolve cases.

• SLA component on the Front-line case page

Use the Service Level Agreement (SLA) component in the contextual side panel on the Front-line case page to view SLAs. The SLA cards appear in the Record Information tab below the record information card.

• Email Interaction record page enhancements

Minimize drafts to a dock at the bottom of the workspace page in the inline modeless composer. View activities in the activity feed at the top of the page in reverse order, with the newest entries displayed at the bottom.

• Lookup component added to the Email Interaction record page

Enable agents to look up contacts and consumers by name, phone number, or email address and link them to a record.

• Create actions on the Front-line case page

Create different types of records by using the Create button on the Front-line case page. Selecting an action from the Create button, such as creating an incident or a knowledge gap, opens the form in a modeless dialogue.

• View attachments in modeless dialogs

Enable agents to access and review attachments in modeless dialogs instead of workspace tabs. Agents can easily view attachments while also viewing case information and drafts of emails, comments, or work notes.

• Auto-dismiss alerts in CSM Configurable Workspace

Reduce visual clutter through auto-dismissible alerts, which are enabled by default for Info, Low, and Moderate alerts, with a default timer of five seconds. Critical and High alerts remain persistent to ensure important notifications stay visible.

• Maximum number of active tabs in CSM Configurable Workspace

Agents can open up to 20 active tabs (previously 10) in CSM Configurable Workspace to handle multiple tasks simultaneously without losing context.

• Open multiple lists in separate primary tabs

Agents can now open multiple lists in different CSM Configurable Workspace primary tabs, enabling seamless context switching between lists without losing their current workspace view.

• Granular admin roles

Enhance security, reduce over-privileged accounts, and enable flexible, task-focused permission management by assigning granular, feature-specific roles to replace broad admin access.

• Knowledge article link insertion from Recommended Actions

Selecting any of the three attach knowledge article options for work notes, comments, or email from the Recommended Actions panel now automatically switches to the relevant target tab, so the inserted link is immediately visible without manual navigation. Inserted links also now display the article title alongside the article number as a hyperlink, replacing the previous article-number-only display. This enhancement applies to the Front-line case page and CSM default record page.

• Knowledge article link insertion from Recommended Actions on the Email Interaction record page

Inserted knowledge article links from the Recommended Actions panel now display the article title alongside the article number as a hyperlink in the email body, replacing the previous article-number-only display. This enhancement applies to the Email Interaction record page.

• Unlicensed application information

In addition to details about applications that are already licensed, the "Available for you" tab of the Application Manager now includes information about applications that haven't been procured from the ServiceNow Store yet.

• OAuth enhancements

Following are the OAuth enhancements:

• Use Opaque or JWT token option for your inbound integration endpoints.
• Use the Allow access only to APIs in selected scope option to enable access to the APIs that are explicitly listed in the selected scopes for your inbound integrations.
• Use the OAuth Entity Resource tab for outbound integrations to configure resource parameters so they flow into the OAuth token request and are reflected in the token from your OAuth provider.

• Improved checkpoint and update set management

Build Agent handles checkpoints and update sets differently in the following ways:

• Checkpoint 0 no longer creates an update set.
• Checkpoint 1 is the base update set for all subsequent changes.
• Update sets use human-readable naming.
• Enhanced semantic metadata search tool

An updated semantic metadata search tool improves performance replaces the previous semantic search tool.

• Build Agent version parity for PDIs

Personal development instances (PDIs) are now updated to match the latest Build Agent version, delivering a consistent experience across both personal and production-track instances. Developers testing and building on PDIs have access to the same capabilities available in production environments.

• Updated interaction limits

To provide developers more room to iterate, the following Build Agent limits have been increased:

• Build Agent (Trial): 100 prompts per instance per 30-day cycle

• PDIs: 25 prompts per instance per cycle Note: Limits are per-instance, not per-user. Only submitted prompts contribute to the limit. Plan approvals aren't counted.

• Support for global scope

Build apps and metadata in the global scope.

• ServiceNow product tiers

The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:

• Foundation: AI basics to deliver insights
• Advanced: AI to boost productivity across relevant use cases
• Prime: Act autonomously with all AI assets, and create your own Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

For more information, see .

• Granular viewer roles for Case Management

Added new read-only roles within Case Management. These include the following:

• Customer Service All Case Viewer [sn_customerservice.all_cases_viewer]
• Case Playbook for Complaint Viewer [sn_complaint.viewer]
• Case Playbook for Onboarding Viewer [sn_onboarding.viewer]
• Action Status Viewer [sn_action_status.viewer]
• Customer Service Document Template Viewer [sn_csm_doctemplate.viewer]
• Case Digest Viewer [sn_csm_case_digest.viewer]
• Customer Project Management Viewer [sn_csm_ppm.viewer]
• Case Type Configuration Viewer [sn_scm_case_type.config_viewer]
• Case Line Viewer [sn_case_line.viewer]
• Major Issue Management

Case Type consistency improvements: This update ensures case type consistency when creating and managing major cases and their related child cases, improving accuracy and reducing manual correction.

• Create major cases automatically upon approval, and major cases now inherit the same case type as the originating case.
• Promote the proposed case directly to a major case I-if no account or consumer or partner exists on the originating major case.
• Use the major case's case type and inherit the fields defined in (sn_customerservice.case_fields_to_sync) property or defined through extension point for child cases.
• Task plan templates

Add flexible task dependency management to task plan templates, and support for attachments.

• Schedule offsets can be defined when creating dependencies, allowing tasks to start within a specified time period (minutes, hours, days, or weeks).
• Configure and manage task dependencies directly from task dependency list and view layouts.
• Built‑in validations prevent circular dependencies, ensuring task plans remain accurate and reliable.
• Ability to attach documents to tasks or cases.
• Select Apply Template for any published task plan templates to automatically add all document references from the original template items to the newly created tasks, ensuring seamless access for task owners to all required documents.
• Case type selector for creating cases

The case type selector is now activated by default when creating cases of these types:

• Interaction
• Account
• Contact
• Consumer
• Sold product
• Install base item
• Related lists: child case, case task
• List view
• Case task list view

• Updated clone menu navigation items

All clone-related functions are now available under the Clone Admin Console menu navigation item.

• Submit a new clone even if another clone is scheduled

Create an additional clone request even if there’s already a future clone for that target. This feature removes the previous limitation where any new clone requests were not allowed until all existing requests were canceled. You can now submit new clone requests if more than five days apart from existing ones.

• Clone summary

Help prevent clone conflicts with the Clone summary, which highlights clones that are scheduled in the next 30 days that involve the same target instance.

• Updated authentication model

Clone Admin Console now uses JWT certificate-based authentication instead of username and password authentication, improving security and simplifying cross-instance authentication.

• Granular instance operator role

Use the instance operator role to perform routine operational tasks without requiring the full admin role for basic operations. By using limited privileges in the instance operator role, you can help reduce security risks across your organization.

• Guardrail process optimization and scope increase

Allows you to run the guardrail scan and identify records that have missing signatures, enabling you to proactively address records that are eligible for code signing but remain unsigned. Previously, the system only checked records with existing signatures and marked them as valid or invalid, which meant records without signatures were overlooked. Now, the process starts from the signature configuration itself, every eligible record is checked to see if it has a signature. If a record is missing a signature, it's clearly identified.

• Record List component bundle enhancements in UI Builder

Configure these enhancements to the Record List component bundle in UI Builder:

• Pin columns to keep them visible while scrolling horizontally.
• Change the medium default size for highlighted values.
• View list data as a data visualization.
• Show a filter overview in the list header for a summary of the filters currently applied to the list.
• Catalog variables and questions are supported as list columns.
• Open lists in multiple session tabs from the list menu.
• Customize gallery list card layouts including images, icons, text placement, and sizing.
• AI filter assist

Convert everyday language into an encoded query with AI filter assist.

• Track record list changes

Get an AI-generated summary of recent changes made to a list without manually reviewing each record.

• Grouping for related lists

Configure related lists to persist selections for the Group by filter.

• Predicate Builder component enhancements in UI Builder:

Configure these enhancements to the Predicate Builder component in UI Builder:

• Customize condition rows.
• Configure a simple filtering mechanism.
• Use a search term for filtering panel definitions.
• Configure fixed queries.
• Hierarchical queries

Configure a record hierarchy to create filter queries that traverse levels of hierarchy.

• Dynamic queries

Configure dynamic attributes and dynamic categories to create filter queries that use the dynamic schema field type.

• Form component enhancements in UI Builder:

Configure these enhancements to the Form component in UI Builder:

• Wrap field labels on mobile devices.
• Display an indicator dot on unsaved fields.
• Add a background color to unsaved fields to make them more noticeable.
• Add an address field to forms that searches, validates, and automatically fills an address.
• AI indicator

The AI indicator is a visual cue that identifies form fields in configurable workspace and Core UI that have been updated with AI-generated content, providing a consistent and clear indication of AI involvement across the platform.

• Unsaved field indicator

Configure the unsaved field indicator for your entire workspace experience instead of individual pages.

• Background color for unsaved fields

Configure a background color to display on unsaved fields for your entire workspace experience instead of individual pages.

• Background color for highlighted values

Configure a background color for fields with highlighted values.

• Text commands for journal fields

Configure text commands that can be applied by keyboard shortcuts within journal fields.

• HTML editor toolbar

Configure toolbar options for the HTML editor within journal input fields.

• Inline validation for string fields

Configure inline validation for string fields that formats inputs automatically, persists guidance text as a placeholder, and restricts unsupported characters.

• Watch lists

Add and remove yourself and multiple records from a watch list.

• Form Templates component enhancements in UI Builder

Configure these enhancements to the Form Templates component in UI Builder:

• Preview form templates before applying them to the record page.
• Display an alert message and confirm reuse when a selected form template is already applied to that record.
• Activity Stream component enhancements in UI Builder

Configure these enhancements to the Activity Stream component in UI Builder:

• Edit and delete Activity stream posts after submitting.
• Add knowledge base links from recommended actions to Activity stream posts.
• Keyboard shortcuts for emails

Use keyboard shortcuts to open drafts, email templates, and response templates.

• Attachments component enhancements in UI Builder

Configure these enhancements to the Attachments component in UI Builder:

• Open the file viewer as a modeless dialog.
• Customize the attachment header, upload instructions, and menu actions in both the full and compact modes.
• Display the loading skeleton as a spinner or as three cards.
• Enable a visible drop zone for file uploads in the compact mode.
• Form action layout groups for declarative actions

Upgrade form action layout groups to customize the order, label, and icons for declarative actions without altering the base action.

• Declarative actions and UI actions on public pages

Non-logged in users may access specified declarative actions and UI actions on embedded web pages while maintaining integrity with security guidance and access control list permissions.

• Elevated user roles are no longer required for CMDB tasks

Access to CMDB tables is no longer restricted to users with elevated privileges. Instead, for improved security, users with access privileges that are trimmed to CMDB features can complete any administrative or end-user CMDB task:

• CMDB tables that required the admin or itil_admin roles are now also accessible to the sn_cmdb_admin user role.

• CMDB tables that required the itil role are now also accessible to the sn_cmdb_editor user role. For more information, see the CMDB Granular Role EPIC changes [KB0561055] article in the Now Support Knowledge Base.

• Automatically generate de-duplication tasks for lookup and related tables

Configure IRE to automatically generate de-duplication tasks for specific lookup or related tables during the identification process. You can then process those de-duplication tasks to remediate any duplications.

• Remediate duplicate related items in lookup tables

Configure IRE to create de-duplication tasks for duplicate related items in a lookup table, detected during a lookup-based identification. Sort which duplicates do or don't require remediation by configuring the system property glide.identification_engine.lookup_match.create_duplicate_task_ci.enabled. For more information, see Detecting duplicate CIs.

• Domain separation for key CMDB tables

The following tables now support domain separation on instances which are configured with domain separation:

• Key Value [cmdb_key_value]
• Printer Instance [cmdb_print_queue_instance]
• Software Instance [cmdb_software_instance]
• Client Access [samp_client_access]
• Oracle Options [samp_oracle_options] Domain separation can help protect sensitive information by supporting domain-specific data segregation.

For more information about domain separation and how to activate it, see Domain separation setup and administration.

• CMDB Query Builder engine execution modes

The CMDB Query Builder expanded its support for various types of query structures that can run in V2 engine mode. Also, the performance of running queries in V2 mode is improved. Query structures that aren't supported include related list conditions, NOT operators combined with filters, certain Service Mapping relationships, and OR operators unless explicitly enabled by the glide.cmdb.query.or_execution_mode system property.

• Now LLM service deprecation

The Now LLM Service is no longer the default model provider for new or inactive AI assets. A third-party LLM is now selected by default, while existing configurations using the Now LLM Service continue unchanged. The Now LLM Service is still available for manual selection.

Australia Early Availability

• Touchpoint home page

Internal touchpoints ensure that the internal teams are aligned on the objectives and outcomes of the engagement.

Australia Patch 3

• Order exception support for quantity and shipping location requests

Enable customers to request quantity changes and shipping location updates for existing orders, in addition to expedited delivery, through the chat assistant on the Business Portal.

• Voice assistant intake for order exception requests

Enable customers to submit expedite, quantity, and shipping location requests through the voice assistant. The voice assistant captures the request and creates an order case for the order case agent to resolve it in the CSM Configurable Workspace.

• Scripted extension points for order exception checks and quote thresholds

Provide administrators pluggable scripted extension points so they can integrate the chat assistant with their inventory, ERP, and quote systems for delivery availability, quantity validation, shipping location validation, and quote threshold evaluation.

• Consolidated extension point for order exception feasibility checks

Provide a single scripted extension point (sn_ord_ops_aias.orderExceptionCheckEP) for the manage order operations chat assistant to validate delivery availability, quantity, and shipping location feasibility for order exception requests. This extension point replaces sn_ord_ops_aias.orderExpeditionCheckEP, which previously handled only available-to-promise (ATP) checks for expedited delivery.

• Account and contact populated on interaction records for order exception chats

Provide live agents with the customer's account and contact details on the interaction record when an order exception chat is handed off from the Business Portal. The Account and Contact fields are auto-populated on the interaction record during the virtual assistant conversation, so the live agent immediately sees the customer context, and the chat summarization feature can summarize the conversation by using those details.

• AI-generated chat summary for live agent handoff

Provide human agents with an AI-generated summary of the customer's prior virtual assistant conversation at the point of live agent handoff, replacing the full conversation history to accelerate context understanding and improve agent productivity.

• Order line quantity validation for invoice disputes

Provide the invoice dispute support assistant AI with an additional validation source for quantity disputes by checking order line quantities when sold product records are unavailable, supporting scenarios such as new orders, non-serialized products, and consumable services. The assistant auto-approves eligible disputes and escalates to a human agent only when order data is ambiguous or missing.

Australia Patch 2

• Chat recommendations and quick actions in Active Chat

Enable live agents to generate AI-recommended responses in Active Chat within the CSM/FSM Configurable Workspace, then review, optionally edit, and insert the response into the conversation. Agents can also use quick actions to perform common tasks such as creating cases, searching knowledge articles, summarizing chat conversations, and transferring chats directly from the Active Chat interface.

• ServiceNow metadata collector

Control how the collector harvests metadata. Enable an API size limit to cap the volume of data retrieved per request, exclude Glide artifacts from harvesting, and harvest Platform Analytics artifacts.

• Enhanced Customer Data Viewer role

The Customer Data Viewer (sn_customerservice.customer_data_viewer) role includes expanded access to additional data tables and menu items. These enhancements enable users to view a broader range of customer data while maintaining read-only access restrictions. With this enhancement, you can:

• Extend access to additional tables for the customer data viewer role - Inherit household role in customer data viewer role

• Explore additional menu items now accessible to the customer data viewer role.

• Household plugin migration to ServiceNow Store

Starting with the Australia release, the Household family plugin (com.snc.household) has been migrated to the ServiceNow Store as a standalone application. Any new enhancements to this application are delivered through the Household store app. This change provides improved packaging, versioning, and deployment flexibility for B2C implementations that require household relationship management.

• Guided setup access for granular admin roles

Access to foundation data steps in guided setup now aligns with CDF admin roles. This access change enables administrators to delegate specific configuration tasks to users based on their assigned roles, providing greater flexibility in managing setup responsibilities.

• Extensible account code support

Updated the account code generation logic to support dynamic length scalability. Account codes now automatically expand from 4 digits to 5 or more as needed, ensuring unlimited account growth without manual intervention. Administrators can resolve invalid insert errors by clearing the system property to regenerate codes based on the maximum existing code.

• Declarative Responsibility Framework enhancements

Introduced usability and functional enhancements to the Customer Access Management (CAM) Declarative Responsibility Framework. These updates streamline access configuration management and improve flexibility for responsibility definitions. With this enhancement, you can now:

• Import or copy access configurations from one responsibility definition to another.
• Manage CAM-related assets through improved cleanup capabilities.
• Reference any field name in the Responsibility Definition field configuration.
• Unified User configuration enhancements

Added a system property (sn_customerservice.consumer.allowed_user_types) to enhance unified user management. This property specifies which user types (classes) can be associated with consumers.

• Customer Life Cycle Management Workflows

Added core primitives to support price and quantity ramps, enabling flexible, time‑based changes across the sold product lifecycle. The feature delivers scalable pricing aligned with usage, simplifies post-sale workflows, and improves revenue forecasting without custom scripts.

• Install base data model enhancements

Improve traceability and product life cycle management with the Install Base Identifier field on the install base form. Base install base items are mapped directly to model categories to support industry-specific product configurations.

Added Provider Service Org field on the install base form to support tracking, recall workflows, and post-sale engagement with dealers and partners.

• Sold product form

Create future‑dated subscription products in a Pending Activation state to improve the Add‑Order‑to‑Sold‑Product process. It also ensures lifecycle accuracy, predictable billing, and fair access for customers while improving revenue recognition for businesses.

• Service Model Foundation renamed Entities

Renamed Service Model Foundation entities to improve clarity and maintain consistency across the platform. Review your existing configurations, scripts, or integrations that reference these entities and update them accordingly.

Note: The entity name changes are available in the Business Location 5.2.0 store app.

• Use hierarchical list view for sold products

Visualize the structure of a customer's sold products and product inventories as an expandable hierarchy directly on the account workspace.

• Modify action limited to parent sold products

Perform the Modify action for only root sold products.The Modify action is inactive for child sold products across the list view, detail view, and hierarchical list.

• New experience
• Optional condition filter when running anonymization jobs to fine tune the scope of data to be anonymized.

• Specific anonymization policy for catalog variables to anonymize sensitive data in catalog requests.

• Key word matching

As part of key word matching when discovering sensitive data using regex, more precise data pattern matching has been implemented, using full strings of text. This may require customers to add more specific variants of keywords to achieve the same level of discovery precision as prior platform releases

• Edit a published data interface

Modify a published data interface to add columns, swap source tables, change the combination method, update column mappings, or adjust join conditions. Existing consumers continue to use the interface and must reconnect to pick up structural changes.

• Enhanced JFrog integration with DevOps Change Velocity

Gather JFrog evidence seamlessly and create change records automatically using the improved JFrog integration with DevOps Change Velocity.

• Bearer authentication in JFrog

Connect to JFrog using the secure bearer token authentication to comply with JFrog’s updated security policies.

• HTTP proxy for Docker

Connect to DevOps Change Velocity through HTTP proxy settings using environment variables in your Docker deployment for instances that run a proxy server.

• Health scan enhancements
• Identify any callback processing issues in your instance.
• Identify any access control rule (ACL) that is incorrectly associated with a role in your instance.
• Verify whether all DevOps tables are present in your instance and confirm whether all metadata in sys_* tables is present.
• Verify whether all DevOps roles in your instance contain all expected roles, including inherited roles.
• Auto close without Change Management - State Model [Legacy] plugin

Change requests can now be auto-closed without requiring you to install the Change Management - State Model [Legacy] plugin.

• Jira authentication with 3LO

Authenticate a Jira tool connection using OAuth 2.0 with three-legged OAuth (3LO) to enable secure, delegated access to your Jira account.

• Bitbucket Cloud basic authentication using API token with scopes

Connect to Bitbucket Cloud using Basic Auth by providing the email address and API token with the required scopes for your Bitbucket Cloud account as app password has been deprecated by Bitbucket.

• Upgrade enhancements

Automatic backups for upgrades are now working correctly. This issue is related to PRB2017438.

• Upgrade enhancements

After an upgrade, Developer Sandboxes now recreates the sandboxes on an instance and automatically backs up update sets to the base instance.

• Queuing for successive sandbox creation

To improve performance, Developer Sandboxes has implemented queuing when multiple sandboxes are created in succession.

• SSO support for vanity URLs

Instances with vanity URLs can now support Single Sign-On (SSO).

• Schema change for shared tables isolates the table

To ensure configuration consistency, if you make a schema change, such as adding a column, to a shared table, the table now becomes an isolated table on the sandbox that initiated the schema change.

• New vibe coding documentation

Documentation is now available that introduces vibe coding, which is a natural language approach to application development in ServiceNow, including how to get started, when to use it, and how it fits within the broader suite of AI-powered development tools.

• Enhanced SLA Definitions for Reg E and Reg Z

Improve regulatory adherence in your dispute workflow with the following enhancements to Reg E and Reg Z SLA definitions, ensuring timely dispute resolution and reducing regulatory risk exposure:

• SLA tracking now anchors to the dispute report date instead of the case creation date.
• SLA timelines for Reg Z are updated to require the financial institution to resolve the dispute within two complete billing cycles or 90 calendar days from the dispute report date.

• Dispute Rules Content Pack for Mastercard chargeback eligibility rules updates

Determine the eligibility of a selected transaction for chargeback through chargeback eligibility rules transformed into technical formulas.

For May Store release, new ineligibility conditions have been added across all five existing RC 4808 Authorization sub-categories:

• Required Authorization Not Obtained (RANO)
• Expired Chargeback Protection Period (ECPP)
• Stand-in or X-Code Approval after Issuer Decline (SIXCAID)
• CAT 3 Devices (CAT3D)

• Transit First Ride Risk Framework Claims (TFRR) For May Store release, expanded eligibility rules for the following fraud dispute reason codes:

• RC 4837 (No Cardholder Authorization)

• RC 4849 (Questionable Merchant Activity)
• RC 4870 (Chip Liability Shift)
• RC 4871 (Chip Liability Shift – Lost/Stolen/Never Received Issue (NRI) Fraud)
• Dispute Rules Content Pack for Mastercard intake questionnaire updates

Benefit from the dispute questionnaire provided through Dispute Rules Content Pack for Mastercard with some modified questions and added hard stop alerts.

• July Store Release: Build and update Mastercard chargeback ineligibility rules — Processing Errors

Ineligibility rule conditions have been updated across the RC 4834 Processing Errors sub-categories to align with the latest Mastercard Chargeback Guide. Updated sub-categories include Transaction Amount Differs, Currency Errors, Cardholder Debited More than Once for the Same Goods or Services, ATM Funds Not Dispensed, Charges for Loss, Theft, or Damages, Merchant Refund Correcting Error Resulted in Cardholder Currency Exchange Loss, Improper Merchant Surcharge, Unreasonable Amount, and Cash was not properly provided from a Purchase with Cash Back transaction.

For Currency Errors: A new ineligibility condition has been added. CE is not applicable for ATM transactions (MCC 6011) where either the card was issued outside Europe or the terminal is located outside Europe.

For Transaction Amount Differs: The documentation requirements for this sub-category have been updated. For Maestro cards issued in Europe used at terminals outside Europe, no documentation is required. Brazil domestic disputes involving gratuity amounts now have explicit documentation requirements.

• July Store Release: Build and update Mastercard chargeback ineligibility rules — Cardholder Disputes

Ineligibility rule conditions have been added or updated across the following RC 4853 Cardholder Disputes sub-categories to align with the latest Mastercard Chargeback Guide:

• Addendum Dispute
• Cardholder Dispute of a Recurring Transaction
• Counterfeit Goods
• Digital Goods Purchase of USD/EUR 25 or Less
• Goods or Services Not Provided
• Goods or Services Were Either Not as Described or Defective
• No-Show Hotel Charge
• Refund Not Processed
• Refund Posted as a Purchase
• Timeshares
• Transaction Did Not Complete
• Travel/Entertainment Services Not Provided/Not as Described and Merchant Voucher Issued New ineligibility rule conditions have also been added for the Cardholder Dispute-Not Elsewhere Classified-United States Domestic (RC 4854) sub-category.

• Updated questions for the dispute questionnaire

Added four new agent-facing questions to the dispute questionnaire under the authorization (11) and consumer disputes (13) categories. These questions map to the following reason codes:

• 11.1 - Card recovery bulletin or exception file
• 11.2 - Declined authorization
• 11.3 - No authorization or late presentment
• 13.6 - Credit not processed
• 13.7 - Cancelled merchandise or services
• Visa Resolve Online (VROL) version 26.1 updates

Updated the dispute questionnaire provided through the Dispute Rules Content Pack for Visa to align with Visa Resolve Online (VROL) release 26.1 revision changes.

• Updated chargeback eligibility rules for Visa reason codes 10.1, 10.2, 10.3, 10.4, 13.1, 13.2, 13.3, and 13.4

The chargeback eligibility rules for eight Visa reason codes have been updated to reflect Visa Chargeback Guide v1.1. The rules engine evaluates disputes automatically against the updated criteria; no manual configuration is required. Disputes that do not meet the updated eligibility criteria are flagged as ineligible before submission.

• Updated dispute intake questionnaire for fraud disputes involving non-fiat currency and NFTs

The fraud dispute intake questionnaire now includes a conditional question for disputes involving non-fiat currency or NFT transactions, such as cryptocurrency and digital token purchases. When the transaction is identified as a digital asset purchase, dispute agents and cardholders are asked to confirm whether the cardholder claims they were deceived into sending the asset to a fraudulent recipient. The question is shown only when relevant and is cleared automatically when it does not apply. This supports accurate eligibility evaluation without requiring agents to manually identify digital asset transaction types.

• Updated dispute intake questionnaire for RC 13.3 (Not as Described) disputes involving non-fiat currency and NFTs

The consumer dispute intake questionnaire for RC 13.3 now includes an additional question for disputes involving non-fiat currency or NFT purchases. After confirming whether the asset received matched the description at the time of purchase, dispute agents and cardholders are asked whether there is evidence that the merchant guaranteed or promised the asset would increase in value. This question determines whether a specific dispute right applies, and appears only after the preceding NFT description question is answered.

• Dot-Walk Scoping Bypass Compliance (DIRS0000335)

Domain Separation has been updated to comply with the platform-wide dot-walk scoping bypass directive (DIRS0000335). Customers who have customizations involving dot-walk queries on domain-separated tables should review their configurations after upgrading.

• Java 21 Runtime Support

Domain Separation has been validated and updated to run on the Java 21 runtime introduced in the Australia release. Deprecated Java APIs have been removed from the Domain Separation codebase. No action is required for customers — this update is included automatically with the Australia upgrade.

• Now Assist for Enterprise Architecture (EA)
• The Now LLM Service is no longer the default model provider for new or inactive AI assets. A third-party LLM is now selected by default, while existing configurations using the Now LLM Service continue unchanged. The Now LLM Service is still available for manual selection.
• Changed the default LLM model for all Now Assist for Enterprise Architecture (EA) is to Azure OpenAI.
• Granular admin role changes in Enterprise Architecture

Added the granular level admin role (sn_apm.apm_admin) to the following system properties in the Enterprise Architecture:

• sn_apm_trm.is_product_life_cycle_tech_debt_enabled: Make this property false to disable calculating level 2 technical debt.
• glide.ui.sn_apm_trm_product_request_activity.fields: TRM Product Request activity formatter fields.
• sn_apm_trm.noOfPublishersPerTRMPage: The number of publishers to show per page.
• glide.ui.sn_apm_trm_product_lifecycle_request_activity.fields: TRM Product Lifecycle Request activity formatter fields.
• sn_apm.noOfSoftwareModelsPerTPMPage: The number of software models to show per page. This property is used for client-side pagination.
• sn_apm.discoveryModelProductTypesForTPMSuggestions: Product types of discovery models to consider for TPM software suggestions.
• sn_apm.noOfSDLCComponentPerTPMPage: The number of Agile Development components to show per page.
• glide.ui.cmdb_ci_business_app_activity.fields: Business application activity formatter fields.
• sn_apm.startRangeOfTPMLifecycle: The number of years before the current date is included when displaying software model lifecycle phases in the TPM timeline.
• sn_apm.endRangeOfTPMLifecycle: The number of years beyond the current date is included when displaying software model lifecycle phases in the TPM timeline.

• noOfBusinessAppsPerTPMPage: The number of business applications to show per page.

• Enhancements to the My certifications section

View only the certifications that are relevant to you in the My certifications tab on the Enterprise Architecture Workspace home page.

• Enhancements to the Application Portfolio

Business applications with the Retired state or Lifecycle stage as End of life are no longer displayed in the Business Portfolio section.

• Multiple assets and asset groups in a work order

A work order and work order task can now be created for asset groups in addition to individual assets. Additionally, the sn_eam.enterprise_asset_manager role can add more assets to tasks while they're in the draft stage. When technicians start the task, they can take action on all included assets. The Deploy Asset, Swap Asset, and Remove Asset actions within work order tasks support multiple assets and asset groups.

• Shutdown and Startup work types

The Shutdown and Startup work types available in the work order tasks enable you to manage asset shutdown and restart tasks.

• Multiple calibration playbooks

When a calibration work order is created for multiple assets or an asset group, the system generates a separate calibration playbook for each asset in the Affected assets list.

• Multiple condition lines

When an asset condition work order is created for multiple assets or an asset group, the system generates a separate condition line for each asset in the Affected assets list. All condition lines must be evaluated before the work order can be completed.

• ServiceNow® instance external content connector

You can now create and run multiple ServiceNow instance connectors on a single ServiceNow AI Platform instance.

• Webcrawler external content connector

Connector admins can now schedule crawls on a daily, weekly, or monthly basis for all Webcrawler external content connectors.

• Sitemap support in the Webcrawler external content connector

Retrieve content and links from URLs found in sitemaps defined for your web source system when running content crawls for the Webcrawler external content connector. A content crawl only retrieves sitemap URLs that include the crawl's starting point URL.

• Start point links for scheduled partial content crawls

View the start point for a scheduled partial content crawl via a link in its entry in the the external content connector's list of crawls.

• Start point links in partial content crawl history entries

View the start point for a scheduled partial content crawl via a link in its crawl history entries.

• Limited Role-Based Access Control (RBAC) support in the Atlassian Confluence Cloud external content connector

Map source system user and group permissions assigned via RBAC roles to users in your ServiceNow AI Platform instance.

• ServiceNow Store

The following plugins are planned for deprecation in the C release. Beginning with the Australia release this plugin will be migrated to a store application. Upgrade your instance to Australia or later release versions and the store applications will be automatically installed.

Beginning with the Australia release, the following applications have been moved to the ServiceNow Store. Any application enhancements will be delivered through the related store app.

• Advanced Appointment Booking (com.snc.advanced_appointment_booking)
• Field Service Contractor Management (com.snc.fsm_contractor_management)
• Field Service Marketplace (com.snc.fsm_marketplace)
• Field Service Territory Planning (com.snc.fsm_territory_planning)
• Field Service Advanced Capacity and Reservations management (com.snc.fsm_advanced_capacity_management)
• Field Service Capacity and Reservations Management (com.snc.fsm_capacity_management)
• Field Service with Service Locations Support (com.snc.fsm_service_locations)
• Technician driven sales with Field Service (com.snc.fsm_technician_sales)
• Schedule Optimization (com.snc_schedule_optimization)
• Field Service Quality Management
• Field Service Mobile Agent
• Map Integrations for Field Service (com.snc.app_fsm_map_integr)
• Beans.ai plugin (com.sn_beans_ai_spoke)
• Intelligent Task Recommendations (sn_fsm_task_rec)
• Field Service Management Scheduling Automations (sn_fsm_sched_flws)
• Application Common Configuration (sn_app_cmn_config): This is a component of Dispatcher Workspace.
• Intelligent Task Recommendations (sn_task_recommend): This is a component of Intelligent Task Recommendations.
• Field Service Demo Work Configuration for Break fix (com.snc.fsm_mri_scanner_breakfix_work_config)
• Field Service Work Configurations (com.snc.fsm_work_types)
• Work Order Questionnaires (com.snc.fsm_questionnaire)
• Work Order Management (com.snc.work_management)
• Google maps ID

The google.maps.map_id system property enables Field Service Management to use Google Maps for cloud-based map styling, vector mapping, and advanced markers. You must obtain your own map ID.

• Schedule Optimization features

The Enable assignments only with preferred/secondary agents constraint has been renamed to Enable assignments based on technician assignment preference and updated to restrict task assignment exclusively to technicians marked as required on the work order task. If no required technician is available or eligible, the task is dropped from optimization and logged in the run summary.

• Access Control Lists

Query range ACLs, which prevent unauthorized users from inferring sensitive data through repeated range-based queries, are now shipped by default. If you customized any of these ACLs in a previous release, your version remains active and the out-of-box ACL is set to inactive; otherwise, the default ACL replaces the previously generated one. The affected tables are:

• task_rec_m2m_recommend_policy_criteria
• task_rec_recommendation_applicability
• task_rec_recommendation_criteria
• task_rec_recommendation_policy
• app_cmn_field_set
• app_cmn_field_set_item
• app_cmn_field_set_item_user_preference
• app_cmn_module
• app_cmn_sort_option_config
• app_cmn_state_color_config
• app_cmn_state_color_item

• Automated document submission in Mastercard transaction dispute process

Streamline the submission of supporting documents to Mastercard in the Mastercard Dispute Management workflow through document attachment and validation. Attached files are automatically checked against Mastercard requirements for file type and size. This update reduces the need for manual intervention, minimizes rework, and helps avoid rejection risk.

• New subflow and action to support Card data security

Support attaching documents to a specified table record using the following subflow and action in Card data security:

• Attach Document to Table Record
• Attach Tokenized Document to Table Record
• Updated chargeback eligibility questionnaire for May Store release

New Mastercard-specific questions have been added to the chargeback eligibility questionnaire.

For Authorization disputes (all RC 4808 sub-categories): A new mandatory certification statement appears in the dispute information section. It displays after the dispute amount modification reason field. Dispute agents must confirm that authorization was required for the transaction but was not properly obtained before an Authorization chargeback can proceed.

For Consumer Dispute RC 4853 Failed Travel Merchant: Two new questions support the bond or insurance scheme reimbursement requirement:

• When a bond or insurance scheme exists, agents are asked what response was received from the bonding authority or insurance scheme when reimbursement was requested.

• When no response has been received, agents are asked to provide the date on which the reimbursement request was submitted. Questionnaire questions were updated including RC 4853 Failed Travel Merchant – Intra-EEA and Domestic European Transactions Only as an additional display condition.

• Internal policy rule evaluation using dispute amount

Internal policy rules in the Card dispute rules for internal policy decision table now evaluate using the dispute amount instead of the original transaction amount. Previously, if a cardholder or agent modified the disputed amount while answering additional transactional questions during intake, policy rules still evaluated against the original transaction value. Rules now use the dispute amount field (sn_bom_credit_card_disputes_transaction.dispute_amount), so any amount adjustments made during intake are correctly reflected in rule outcomes.

• Visa dispute management on the one-pager workspace

All Visa dispute tasks across the investigation, collaboration, and allocation stages are available in a single-page workspace, replacing the previous playbook-based experience. Dispute agents can view associated transactions from the Visa network directly on the task form and access the pre-arbitration questionnaire inline, with status tracking.

• Updated dispute intake questionnaire for July Store release

New questions have been added to the dispute intake questionnaire to support updated Mastercard chargeback ineligibility rule assessment.

• For Goods or Services Not Provided disputes (RC 4853): Dispute agents must select the applicable waiver and insurance status for merchandise delivery. Options are: a liability waiver was signed by the buyer; shipment insurance was declined by the buyer; both a liability waiver was signed and shipment insurance was declined; or neither applied. This question is mandatory for dispute agents and is also displayed to cardholders.

• For Authorization disputes (RC 4808): Dispute agents must identify the current account status. Options include: account closed; suspended or restricted; fraud or compromise; credit-related issue; or account active and in good standing. This question is specific to Mastercard and is not displayed to cardholders. The following additional changes have been made to existing questionnaire questions in this release:

• The What is the dispute about? question choice list has been updated: the Multiple Authorization Requests option has been removed from the RC 4808 Authorization list, and Late Presentment has been removed from the RC 4834 Processing Errors list. The following labels have been updated: CAT 3 Devices (formerly Cardholder-Activated Terminal); Transit First Ride Risk (FRR) and Transit First Ride Issuer Liability (FRIL) claims; Installment Billing Dispute-Participating Countries; Cardholder Dispute-Not Elsewhere Classified-United States Domestic (new).

• Display conditions have been updated for several existing RC 4853 Cardholder Disputes questions — including merchandise return date, date the cardholder first notified the issuer, and whether previous negotiation with the merchant occurred — to reflect the addition of the Cardholder Dispute-Not Elsewhere Classified- United States Domestic sub-category.
• For Refund Not Processed disputes (RC 4853): The question asking for the date the cardholder first notified the issuer of the dispute is displayed when the credit voucher or transaction receipt is not dated. This question applies to dispute agents only.

• Case type selector

Filter service definitions using the case type selector in FSO with the predefined CSM implementation. For upgraded instances, existing agent criteria and customer condition data is automatically migrated from the deprecated FSO tables to the CSM tables during upgrade. No manual migration is required.

To configure agent criteria or customer conditions for the case type selector, use the following CSM tables:

• sn_csm_case_types_service_user_criteria: for agent criteria
• sn_csm_case_types_service_customer_criteria: for customer conditions

• Updated subflows

The following subflows were updated to support integration with the Card data security application:

• Mastercom - Look up Case Documents

• Mastercom - Look up Chargeback Documents

• Updated subflows for the Mastercard document attachment and validation enhancement

The following subflows were updated to support the document attachment and validation enhancement:

• Mastercom - Create Case Filing
• Mastercom - Create Chargeback
• Mastercom - Take Action on Case
• Mastercom - Update Chargeback

• Updated subflows

The following subflows have been updated to support integration with the Card data security application:

• Look up Associated Transactions
• Look up Dispute Pre Arbitration Details
• Look up Dispute Filing Details
• Look up Dispute Response Details
• Look up Dispute Pre Arbitration Response Details

• Role masking in Now Assist AI agents

Use role masking for AI agents and agentic workflows to limit the inherited roles during tool execution, verifying that AI agents run with restricted privileges, minimizing potential security risks and helping prevent unintended actions.

• User management enhancements

User management enhancements:

• Configure AI agents or AI users by selecting the AI option from the Identity type drop-down menu.
• Use the ai_user_admin role for creating, editing, and role management of AI users. Use this role to view, create, edit, assign roles to, and delete users with the identity type as AI.
• Use the Identity sub-type field to categorize the identity type while creating a user.
• Use the new date and time formats based on the user's preference while creating users.
• Federated ID

Use Federated ID to uniquely identify roles across multiple instances. Federated ID provides a unique identifier for roles, making it easier to manage and track them across instances.

• Machine Identity Console

View the Inbound API Integration Usage dashboard under the Machine Identity Console's Unique API calls page to access statistics for requesters and their API calls.

• Scripting Governance Tool

Manage user permissions for scripting on the ServiceNow AI Platform from the enhanced scripting governance tool.

• Run Impact Guided Setup

The Impact Guided Setup provides a more efficient, streamlined way for you to configure the Impact Store Application. For information about how to upgrade, see Configuring Impact.

• The mssql-jdbc.7.4.1.jre8 jar file is no longer part of the MID Server distribution

If you have a JDBC data source integration that uses this jar file (that is, any MSSQL connections) install this jar file or the vendor recommended jar file according to KB0862383.

• Admin role dependency

Several new granular admin roles were added to enable developers to complete administrative configuration tasks without requiring the full admin role.

• Scan execution of inactive and base system checks

You can now execute scans on inactive checks by setting the glide.scan.inactive_records property to true. Add and enable glide.scan.base_system_records property to execute scans on base system checks.

• Updated workflow for creating cryptographic modules

Use the streamlined workflow designed for faster, easier creation of cryptographic modules.

• SecurityUtils Enhancements

The SecurityUtils API has been enhanced to help prevent cross-site scripting attacks, including methods to sanitize and escape input.

• Cancel translation requests, delete draft requests, and review archived requests from the landing page

Monitor and control your requests on the landing page with functions to cancel translation requests, delete draft requests, and review archived requests.

• View the translation method from the translation request summary

View the translation method, such as TMS or machine translation, from the translation request summary. The summary is available from the My Requests list on the landing page.

• Use intelligent due date suggestions based on the size and scope of your requests

Use intelligent due date suggestions, which provide an estimated completion date for your translations, based on the size and scope of your translation request. You can accept the suggested due date when submitting your request.

• MID Server supports PowerShell 7 for Discovery

MID Server now supports PowerShell 7, while maintaining backward compatibility with PowerShell 5.1. This update enhances security, accelerates onboarding, and reduces deployment blockers through improved runtime detection and comprehensive test coverage.

• Configure the MID Server for CyberArk CCP

MID Server's CyberArk integration adds a REST-based CCP option alongside the existing AIM SDK method, providing flexible, interchangeable integration choices. This additional option can reduce dependency overhead and enables you to choose between the AIM SDK and REST-based approaches according to your requirements.

• Smart Workload Manager in clusters

MID Servers in a cluster now assign jobs based on the true load, using a variety of criteria. The smart workload manager continuously evaluates the queue size, execution time, CPU usage, and buffer size. The manager then assigns tasks to ensure that no server is overloaded.

• MID Server is bundled with Java Runtime Environment 21

MID Server comes bundled with Java Runtime Environment version 21.0.7 and requires a minimum JRE version 17.0.10. The installer automatically configures Java 21.0.7 to run in your environment. If you have installed your own JRE, see the Important information for upgrading MID Server to Australia section to ensure your JRE is compatible.

• MID Server security logs require 100MB of storage

To store the security logs, MID Servers must be installed on a host with at least 100MB of storage capacity.

• Enhanced prelogin page customization

Configure the placement of the branded landing page login button to be either in the top menu header or as a part of the web page. Integrating the button into a web page helps you to implement a secure flow that addresses issues like short authentication session lifetimes.

• Tone in Virtual Agent

Adjust the Virtual Agent tone and response lengths in Assistant Designer.

• Suggested actions

Configure suggested actions across all agentic workflows.

• Input form screen buttons

Enable up to two top action buttons on mobile device input forms that have the Screen presentation attribute.

• Markdown support for tables in Virtual Agent

Render tables in Virtual Agent with markdown support to keep table sizing consistent.

• Turn off mobile impersonation

Configure the impersonationEnabled property to turn off mobile impersonation functionality. With this property, administrators can hide the impersonation option from the mobile app, regardless of assigned user roles.

The following changes have been made:

• Expanded the supported file types to include all of the following: PDF, DOC, DOCX, XLS, XLSX, PPT, PPTX, JPG, JPEG, PNG
• Field service agents can now upload attachments in the background after submitting a work order task form, eliminating wait time caused by slow or unreliable network connections. Failed uploads retry automatically, so agents can move to their next task without interruption.

• Events tab in the Next Experience Inspector

Exclude filters in the Events tab to filter out specific events.

• Components tab in the Next Experience Inspector

Use the journal section in the Components tab to get a log of state updates, property updates, actions dispatched, and actions handled.

• Sending email using Microsoft Graph

Connect Microsoft email accounts using Microsoft Graph within the ServiceNow instance for sending outbound emails.

• Email threading for inbound reply email

Enable classification of inbound emails by using the thread-index header for emails originating from Microsoft or Microsoft Outlook ecosystem.

• Column Level Encryption for email attachments

Attachments from inbound emails are now encrypted when stored in CLE-enabled tables and decrypted when sent in outbound emails, ensuring secure access without requiring scripting.

• Enable push notifications for logged-out users

Push notifications can now be configured to be sent to users even when they are logged out, ensuring critical updates are not missed.

• Now LLM support and email template configuration in Notification Agent

Now LLM and third-party LLM models are now supported, and email templates can be configured for notifications created using the Notification Agent.

• Email templates for the Email Generator Agent

Use branded email templates in the Email Generator Agent, allowing AI-generated responses with customer-specific layouts, logos, and styling.

• Multiple intent identification in inbound emails

Multiple intents can now be identified in inbound emails, allowing multiple reply email actions for a single email.

• Handle missing inputs for inbound email actions

Missing inputs for inbound email actions are now handled through configurable execution modes, allowing missing inputs to be requested, intents to be skipped, or processing to continue.

• Now Assist Conversational Help

The discovery of Conversational Help Skills from the Now Assist panel is no longer configured as auto-enabled.

• Default model provider updated to third-party LLM

The Now LLM Service is no longer the default model provider for new or inactive AI assets. A third-party LLM is now selected by default, while existing configurations using the Now LLM Service continue unchanged. The Now LLM Service is still available for manual selection.

• Set up Now Assist AI agents

Use GPT-5.4 as the default model for the Orchestrator when Azure OpenAI is the selected LLM.

• Select the LLM for AI agents and agentic workflows

The default third-party (3P) models have been upgraded to the latest versions - GPT 5.2 to GPT 5.4 to use Now Assist AI Agents.

The new generative AI Config property records sys_generative_ai_config and sys_generative_ai_prompt_config have been introduced for the following model providers:

• Amazon Bedrock: claude-sonnet-4-6
• Azure OpenAI: gpt 5.4
• Platform agentic workflows

The following platform agentic workflows had updates to their admin configurations and behavior in user-generated sessions.

• Analyze task trends: Admin configurations for additional filters such as category and service have been added.
• Generate my work plan: Additional reasoning information for the generated work plan is now displayed after the plan is created.

• Identify ways to improve services: Admin configurations for additional filters such as category and service have been added.

• Enable UI validation for agentic AI processes and Now Assist skills

The glide.ai_record_activity.validation.feature.enabled system property enables UI rule validation (such as required fields) for AI‑initiated record updates. You can selectively apply this validation based on execution context using additional system properties. For example, glide.ai_record_activity.ai_detection.nap.enabled applies validation to record updates triggered from the Now Assist panel. Similar properties control validation for AI skills, Virtual Agent, and agent‑initiated actions, as listed in the Reference for Now Assist AI agents. This feature is opt‑in and inactive by default.

• Create an external AI agent with the Agent2Agent protocol

The agent to agent flow actions no longer inject an Authorization: Bearer header automatically. If your endpoint requires a Bearer token, include the prefix directly in the API Key credential value.

• Create an external AI agent with the Agent2Agent protocol

Use the A2A Protocol integration for creating external agents in the AI Agent Studio to connect with the ServiceNow AI Platform.

• Updates to platform agentic workflows

Several platform agentic workflows have seen updates to how they work and what configurations are available for AI admins. Analyze task trends and Identify ways to improve service now have post-analysis actions, including the option to download analysis and ask additional information. Generate my work plan can run as a scheduled job.

• Agentic evaluation offer issue tracing and suggested optimizations

After an automated evaluation of an agentic AI asset, you can receive a list of issues and suggested optimizations to address those issues. Issues come with individual record node-by-node traces to pinpoint the exact source of problems. Optimizations are suggested, and you can apply them and run a reevaluation from a single guided flow.

• New role required for the Create configuration item agentic workflow

The sn_cmdb_admin role is now required to use the 'Create configuration item' agentic workflow (was sn_cmdb_editor).

• Skills now also require the now_assist_panel_user role

AI skills that execute in the Now Assist panel now require both the cmdb_dedup_admin and now_assist_panel_user roles.

• Create Work Order AI agent performance improvements

The Create Work Order AI agent was optimized to reduce latency and improve response times. Inter-agent communication was streamlined to minimize redundant processing during work order creation.

• Large language models on the ServiceNow AI Platform®

The Now LLM Service is no longer the default model provider for new or inactive AI assets. A third-party LLM is now selected by default, while existing configurations using the Now LLM Service continue unchanged. The Now LLM Service is still available for manual selection.

• Customize the change risk assessment answer generator skill

Control the data that the change risk assessment answer generator skill uses to suggest answers. Create, modify, or deactivate AI Risk Data Sources to change which related records and knowledge articles the skill receives. Six data sources are available out of the box, including related affected CIs, impacted services, impacted business applications, service offerings, active change tasks, and outages. To change which change request fields the skill reads, update the sn_itsm_gen_ai.com.snc.asmt_answer_generator.change_request_fields system property.

• IT Service Management AI agent collection assess quality of a change request agentic workflow
• Use the assess quality of a change request agentic workflow to rate a change request and get field improvement suggestions. The change quality assessor AI agent rates the request against an active change policy document, suggesting values only for fields the policy defines. If no policy applies, the agent rates the request against similar closed change requests.
• The agent scores the short description, description, implementation plan, backout plan, test plan, risk and impact analysis, and justification. Results are recorded in the AI Change Quality Scores table.
• Track change quality trends in Platform Analytics on the ai_change_quality_score table. A line chart shows the average score by month.

• To change how the agent evaluates a field, or to assess a custom field, override the POLICY_EXTRACTION_KEYS entries in the ChangeQualityUtil script rather than the protected ChangeQualityUtilSNC script. This ensures your changes remain after you upgrade. Use the u_custom_field entry to assess a custom field, and use the overall_chg_policy entry to set policies for the whole change request.

• Some generative AI skills are turned on by default

The new default behavior works as follows:

• New customers: When you install an AI product, designated skills are turned on automatically.
• Existing customers who are upgrading (starting with Australia Early Access): Any previously unconfigured skill is turned on automatically (the skill was never configured and turned on, then turned off again). Previously configured skills that were turned on, then off, remain inactive.
• Renaming the Incident assist skill

The incident assist skill has been renamed to [DEPRECATED] Incident assist.

• Renaming demo voice AI agents

The voice AI demo agents have been renamed as primers.

• Skills activated by default in Now Assist for ITSM

For new Now Assist for IT Service Management (ITSM) users, the following skills are activated by default:

• Resolution notes generation
• Knowledge generation
• Chat reply recommendation
• Editing change request skills using Now Assist Skill Kit (NASK)

Easily edit the change request risk explanation and change request summarization skill prompts and inputs directly in the Now Assist Skill Kit (NASK).

• Configuration item details for suggest configuration items for a change request workflow

Provide details such as class, location, and environment to find configuration items (CIs) relevant to a change request while using the suggest configuration items for a change request agentic workflow from the Now Assist panel.

• Role masking for change risk explanation skill

Enhance security for the change request risk explanation skill by enabling admins to limit roles that are inherited by the user.

• Virtual agent topics available as demo data

The Virtual Agent topics listed in this table have been renamed and are now available as demo data.

|Existing name|Updated name|
|-------------|------------|
|Add Comment To incident|\(DEMO\) Add Comment To incident-LLM|
|Approve Sysapproval Approver|\(DEMO\) Approve Sysapproval Approver-LLM|
|Change Password|\(DEMO\) Change Password \(Template\) - LLM|
|Check IT Ticket Status|\(DEMO\) Check IT Ticket Status \(Template\)|
|Close incident|\(DEMO\) Close incident-LLM|
|Explain change risk|\(DEMO\) Explain change risk|
|Mark incident Unresolved|\(DEMO\) Mark incident Unresolved-LLM|
|Open IT Ticket|\(DEMO\) Open IT Ticket \(Template\)-LLM|
|Reject Sysapproval Approver|\(DEMO\) Reject Sysapproval Approver-LLM|
|Reset Password|\(DEMO\) Reset Password \(Template\) - LLM|
|Resolve incident|\(DEMO\) Resolve incident-LLM|
|Unlock Account|\(DEMO\) Unlock Account \(Template\) - LLM|
|View And Add Comments|\(DEMO\) View And Add Comments-LLM|

• Default large language model provider

The Now LLM Service is no longer the default model provider for new or inactive AI assets. A third-party LLM is now selected by default, while existing configurations using the Now LLM Service continue unchanged. The Now LLM Service is still available for manual selection.

The default model provider for contract metadata extraction, contract analysis, and contract obligation extraction is Azure OpenAI.

• Improved missing clause detection

Missing clause detection in contract revision using the contract analysis skill has been enhanced for accuracy. The setup, configuration, and review experience remains unchanged across all supported workspaces.

• Configure use case mappings for metadata and obligation extraction

Clear the Contracts created from contract request check box on the use case mapping forms for the contract metadata extraction and contract obligation extraction skills to extract metadata and obligations form signed contracts that are uploaded directly on a contract record.

The Now Assist powered conversational search feature's improved experience enables you to:

• View results in a listing view, making it easier to scan, compare, and navigate contract information.
• Open contract documents directly from the search results and perform an in‐document search. The conversational search feature does not support searching within contract documents that are scanned PDFs.

• Now Assist in Document Intelligence skills are now turned on by default

The new default behavior works as follows:

• New customers: When you install a Now Assist product, designated skills are turned on automatically.

• Existing customers who are upgrading: Any previously unconfigured skill is turned on automatically (the skill was never configured and turned on, then turned off again). Previously configured skills that were turned on, then off, remain inactive.

• Document and visual insights AI agent enhancements

Tools used by the document and visual insights AI agent are consolidated to improve performance.

• Changes to limitations

The file size limit for uploading a file using the attachment summarization feature is changed from 10MB to 20MB.

• Add a tool

Document and visual intelligence capabilities used to leverage extraction, question answering, and summarization for skills created with Now Assist Skill Kit is available to users with the appropriate role(s).

• Query indicator data

Get scores from automated indicators in your AI Data Explorer explorations. Only classic automated indicators, not Data snapshots, are supported.

• Explorations not available from visualization or list for unsupported scope

You can't open AI Data Explorer from a data visualization or list that shows data from a protected scope that is not supported.

• Improvements to generated segments
• The names of automatically generated segments now include both the module name and the name of the application it belongs to.

• Improved logic to join conditions for segments generated from reports and report sources. More complex conditions such as global OR are now supported.

• Explore data from protected scopes

Provide access to protected application scopes to AI Data Explorer and Query Generation, and you can use data from those application tables in explorations. (Query Generation bundle 5.2)

• Improvements to how segments are handled

• Manual segments are re-ranked to take priority over automatically generated segments.

• Prompt changes made to better support manual segments.
• More segments are passed to the LLM to increase the chance of the correct segment getting selected. Twelve segments are passed instead of three.

• Segments longer than 2000 characters are dropped to prevent context window bloat. (Query Generation bundle 5.2)

• Query Generation support for Glide Lists

Query Generation now supports Glide List fields on tables.

• Customize semantic metadata in configuration tables

Customize semantic descriptions and usage instructions in the table and column configuration tables. Unlike the previous method of editing Entity and Dimension records, these changes can be transferred between instances through update sets.

• View recommended actions

AI Data Explorer can suggest actions based on the insights that it generates in an exploration.

• Ask questions about FX currency data

Query Generation now supports the FXCurrency (Currency 2) data type. This means that you can use AI Data Explorer to explore financial operations data, including those within Source-to-Pay Operations.

• Benefit from improvements to segments

Segments are reusable definitions in Query Generation that provide non-obvious context to assist the semantic layer or LLM to select the correct dimension and values. Users can create manual segments via a new form. A scheduled job synchronizes manual and autogenerated segments. This job also cleans up segments to help surface the correct segments and reduce noise.

Manual segments are re-ranked to take priority over automatically generated segments.

Domain separation is also now supported, with a Domain field on the Segments table. Segments based on reports and filters inherit the source domain. Manual segments have domains that are passed up to the Segments table on synchronization. Segments aren't supported for modules on domain-separated instances.

• ServiceNow product tiers

The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:

• Foundation: AI basics to deliver insights
• Advanced: AI to boost productivity across relevant use cases
• Prime: Act autonomously with all AI assets, and create your own Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

After upgrading Operational Sustainability Management to version 22.3.1, role inheritance is updated to restrict access only to the resources required for each role. These changes apply to new installations only.

• The connection_admin role is removed from sn_esg.integration_admin inheritance.
• The workspace_user role is removed from Formula Builder configuration table access and from sn_esg.reader and sn_esg.data_owner inheritance.
• The sn_align_core.ap_read_only role in sn_esg.reader is replaced with sn_ppm.reader.
• Read access to the sn_esg_gen_ai_emission_calculation_guidelines table is restricted to sn_esg_gen_ai.cmd_agent_user.
• Metric reader access to Sustainable IT tables is restricted to required configuration tables only.

• ---

After upgrading Operational Sustainability Management to version 22.3.2, the Business domain field in the Template configuration and Data relationship tables now references the GRC business domain (sn_grc_business_domain). Previously, these fields referenced the M365 business domain.

• ServiceNow product tiers

The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:

• Foundation: AI basics to deliver insights
• Advanced: AI to boost productivity across relevant use cases
• Prime: Act autonomously with all AI assets, and create your own Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

• Admin role dependency

Several new granular admin roles have been added, which enable developers to complete administrative configuration tasks without requiring the full admin role.

• Now Assist for OTM was renamed to OT Manager Foundation

Now Assist for Operational Technology Manager (OTM) was renamed to Operational Technology (OT) Manager Foundation.

• Use CMDB groups to add OT context to IT CIs

When you use CMDB groups to add OT context to IT CIs, you can no longer create an Automated IT OT Bulk Contextualization record with more than one CMDB group.

• Automated IT OT Bulk Contextualization - Using CMDB groups scheduled job

The Automated IT OT Bulk Contextualization - Using CMDB groups scheduled job can only process 10,000 CIs at one time. If you have more than 10,000 CIs, the remaining CIs will be processed in the next job run.

• Admin role dependency

Several new granular admin roles were added to enable developers to complete administrative configuration tasks without requiring the full admin role.

• Managing inflight order for site projects

Use the OM integration with SPM for in-flight orders to support projects for site and maintain program project and sub-project hierarchy.

• Explore native data snapshots indicators with KPI Details

KPI Details supports data snapshots indicators that you create, not only those that are enabled from classic indicators. The following features have been created for or extended to native data snapshots indicators:

• Subscriptions for alerts on targets and thresholds, which can be set from the targets and thresholds panels
• Adjustable filtering by breakdown, calendar, or time series aggregation
• Hierarchical breakdowns, with scores rolled up to parent elements
• Customizable score formatting options, such as precision and abbreviation
• View data trends in data snapshots as data accumulates

When you select a field by which to trend a data snapshots automated indicator, you have the option to show the trend for incomplete collection periods. This feature shows the trend as it develops for live data without having to wait for the end of the collection period. You can set this behavior either on the automated data snapshot indicator record or in a time series data visualization for a data snapshot indicator.

• Collect data snapshots scores with confidence

Data mining for data snapshots scores has the following improvements:

• Collect scores for tables with any volume of records.
• The system accurately and automatically handles data gaps when data mining is turned off.
• You are warned of the implications before you manually disable data mining (score collection).
• Activate data snapshots in more cases and with better information
• Activate indicators without active data collector jobs.
• Activate indicators regardless of underlying record volume. For example, the INSERT_VOLUME_EXCEEDED error no longer occurs.
• If the activation fails because of scripted breakdowns, the scripted breakdowns are listed in the failure message.
• Generic parsing errors have been rewritten into specific, categorized messages.
• Data snapshots automatically installed on eligible instances

If you have Australia Patch 3 or later, the Data snapshots plugin is installed automatically if you have RaptorDB Professional. If your instance is also domain separated, the Data snapshots feature is installed but disabled.

• Deep linking

Save and share links that replicate the same view for others.

• Group by variant

Aggregate pages with data grouped by variant help you to identify performance issues.

• Filter client interaction lists

Filters for client interaction lists enable you to investigate user-specific performance issues.

• Waterfall view

The waterfall view displays which macroponent is associated with server-side calls to help you trace API calls to specific UI components.

• Manage Platform Analytics in the improved Analytics Overview page

Quickly discover artifacts, access relevant information and key metrics, and take actions to manage the health of the library. The Analytics Overview page (formerly Analytics Center) acts as a one-stop shop and entry point for role-specific access to all important information related to Platform Analytics.

• Platform Analytics experience is enabled by default for all users on upgrade to Australia

Create content entirely within Platform Analytics.

• Take role-based tours

Role-based guided tours are added to the Platform Analytics Migration Center and the Dashboards and Data Visualizations library pages.

• Filter dashboards by string field values

Filter data by the contents of string-type fields with a single-select or multiple-select filter.

• View the percentage each data segment contributes to the total

Enable the Show % of total in tooltip option to show the percentage each data point contributes to the total alongside absolute values in the tooltip. Applies to time series, bar, bubble, donut, geomap, and heatmap visualizations.

• Explore native data snapshots indicators in KPI Details
• Employ intraday analysis with granularity based on work shifts.
• Customize score formatting options.
• Adjust breakdowns, calendar, and aggregation periods while exploring an indicator.
• Set up subscriptions for alerts on targets and thresholds directly from the targets and thresholds panels.
• Define hierarchical breakdowns with scores rolled up to parent elements.
• Create hierarchical filters for Industrial Connected Workforce indicators

Create multilevel filters with roll-up aggregation across nested organizational structures, which moves from site, to plan, to department, to functional location.

• Download data visualizations as CSV or Excel files

As a viewer, you now can download any data visualization, not only a List, as a CSV or XLS file.

• Automatically set the aggregation period of data snapshots indicator trend lines

Set the Aggregation period field in the Trend by settings to Auto so ****, the system automatically selects the aggregation period of data snapshot indicator trend lines based on the date range and business calendar.

• Automatic aggregation of date-filtered data based on date range

Filter dashboards by business calendar and have the system infer the appropriate aggregation level at runtime. If you put a time series data visualization on a dashboard with a date filter, the aggregation of shown data adjusts automatically depending on the selected date range. This adjustment applies to both table and data snapshots indicator data.

• Create custom data visualization filters with an improved condition builder

When creating a data visualization for table data, you can create a custom filter when you specify the data source. The condition builder for the custom filter now has menus of fields, operators, values, and related tables.

• Hide the Refresh action on data visualizations

In the Headers and Borders section of data visualizations, use the Show refresh option check box to hide the Refresh icon

• Migration Center enhancements
• As an analytics manager, migrate any Core UI dashboard to Platform Analytics in the Dashboard library.
• Edit migrated content before activating it in the Platform Analytics experience.
• Activate content selectively.
• Total views of Core UI reports and other widgets are now migrated along with the Core UI content.
• Dashboard element enhancements

Moving and resizing dashboard elements no longer opens the configuration panel.

• Enhanced scheduled exports

When scheduling the email of dashboards or data visualizations, limit recipients based on reference qualifiers.

• Public reports are unpublished

On upgrade, all public Core UI reports are unpublished to enhance security control. Report administrators can find the unpublished reports on the Reports Public [sys_report_public] table. They can then make the reports available through the Sharing UI in the Report Designer.

• Required role update

Any tasks that previously required only the admin role now require the playbook.admin role instead.

• ServiceNow product tiers

The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:

• Foundation: AI basics to deliver insights
• Advanced: AI to boost productivity across relevant use cases
• Prime: Act autonomously with all AI assets, and create your own Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

• Large language models on the ServiceNow AI Platform®

The Now LLM Service is no longer the default model provider for new or inactive AI assets. A third-party LLM is now selected by default, while existing configurations using the Now LLM Service continue unchanged. The Now LLM Service is still available for manual selection.

• ServiceNow product tiers

The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:

• Foundation: AI basics to deliver insights
• Advanced: AI to boost productivity across relevant use cases
• Prime: Act autonomously with all AI assets, and create your own Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

• Now LLM service deprecation

The Now LLM Service is no longer the default model provider for new or inactive AI assets. A third-party LLM is now selected by default, while existing configurations using the Now LLM Service continue unchanged. The Now LLM Service is still available for manual selection.

• Automated quality assurance dashboard

Enable admins to filter scoring parameters and sort agent and case lists. Admins can sort data, manage filters, and easily organize cases on the dashboard with the new sorting, visibility, and skill management capabilities.

• Activate Now Assist skills

Enable admins to view detailed information about each Now Assist skill to make faster and more informed decisions about enabling skill capabilities.

• Configure knowledge generation

Enable users with the sn_skill_builder.admin role to generate knowledge base articles in Now Assist for CSM by selecting the required input fields from a task record, reducing manual effort and streamlining the knowledge base generation process.

• Configure Sidebar Summarization

Enable customer agents to generate summaries built from the required case and task tables in Now Assist for CSM as default tables can now be pre-selected and locked.

• Provide Customer 360 insights agentic workflow

Enhanced Provide Customer 360 Insights with Enterprise Graph and AI agent deep research for richer, more contextual query results.

• Triage cases agentic workflow

Multilingual and localization flows in the Triage Cases workflow are now fully supported.

• Large language models on the ServiceNow AI Platform®

The Now LLM Service is no longer the default model provider for new or inactive AI assets. A third-party LLM is now selected by default, while existing configurations using the Now LLM Service continue unchanged. The Now LLM Service is still available for manual selection.

• ServiceNow product tiers

The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:

• Foundation: AI basics to deliver insights
• Advanced: AI to boost productivity across relevant use cases
• Prime: Act autonomously with all AI assets, and create your own Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

• Automated finding names updated

The following automated finding names have been updated to include "Transition" in the name:

• Slow duration (Transition)
• Extreme duration (Transition)
• Role names changed

Role names in Process Mining that previously included "optimization" have been updated to use the term "mining" instead. For example, the sn_process_optimization_admin role has been renamed sn_process_mining_admin.

• Domain separation support

Starting with Product Catalog Management Core v19.1.0, all product catalog tables support the basic level of domain separation.

• Product catalog interface enhancement

Quickly identify products with derived pricing through product tiles that display a message stating that the product price varies. Pricing is calculated and updated automatically based on selections made.

• Custom context variable enhancement

Use the Applicable to field in the Context Variable form to indicate that a custom context variable is to be used for pricing. The pricing engine uses this indicator to resolve pricing in the correct transaction scope, to help prevent mispricing of product bundles.

• Derived pricing enhancements
• The Derived Pricing Matrix supports the following enhancements: - Conditions defined on product offering fields for both source and target product offerings - Predefined formulas for specifying prices for target product offerings and using floor and ceiling price controls to maintain acceptable price ranges
• Visibility into how the final price for derived products is determined.
• Support for account-level scope, which uses both cart items and sold products when calculating derived prices.
• Price and quantity ramp enhancements
• Enable sales agents to create custom ramp type segments for quotes. Agents can view the cumulative price of product offers across all ramp segments.
• View ramps inside the CPQ Configurator.
• Enable sales agents to create ramps for quotes with amendments, contract renewals, and cancellations.
• Delta pricing enhancement

Show the delta pricing view in the CPQ Configurator during modify and amend flows.

• Configurable pricing plan enhancement

The Floor and Ceiling Calculation step in the default pricing plan applies the minimum and maximum prices for a product or service to help avoid pricing that isn't competitive or results in poor margins.

Australia Patch 4

• Large language models on the ServiceNow AI Platform®

The Now LLM Service is no longer the default model provider for new or inactive AI assets. A third-party LLM is now selected by default, while existing configurations using the Now LLM Service continue unchanged. The Now LLM Service is still available for manual selection.

• Demand summarization skill enhancements

The demand summarization skill incorporates data from related entities when generating a summary. In addition to demand record fields, the summary includes insights from demand tasks, cost plans, monetary and non-monetary benefit plans, resource assignments, and work notes. The generated summary covers business requirements, timeline, risks, stakeholder comments, cost, effort, monetary and non-monetary benefits, and ROI.

• Next Experience for Demand Management

The new Next Experience for Demand Management provides a unified layout, guided stages, improved navigation, and enhanced capabilities such as Playbooks and Docs integration. As you move to Next Experience for Demand Management, you’ll find it easier to create, review, and manage demands with a cleaner layout and guided actions. The classic UI is still available, but new improvements will appear in the workspace.

Next Experience for Demand Management is available with the Strategic Portfolio Management (SPM) Standard and Pro licenses.

• Enhancements to Grants Management: Program Setup
• Grants Management Program Budget activity

Use the restructured Program Budget step that is now organized into three sections: Program Budget, Budget Categories, and Award Allocation. Grant Program Managers can select from three award models—Single Award, Multiple Equal Awards, or Multiple Variable Awards—with budgets automatically derived from the Awards category. Real-time calculations update the Budget allocated and Balance left fields as you enter category percentages. This enhancement prevents completion until all of the program budget is allocated across the categories.

• Grants Management Setup

Disable the six-step grant program lifecycle stepper at the instance level, reducing ambiguity about grant program state. By default, the stepper indicating the Preparing Program, Accepting Proposals, Evaluating, Awarding, Post-Award, and Closed states is hidden in the Grant Program record page and admins can enable it if required for deployments that follow a batch or competitive grant lifecycle. When turned off, program state is conveyed through existing status fields.

• Enhancements to Grants Management: Proposal Playbook
• Grants Management Screen activity

Flag and route a document back to the applicant while reviewing the proposal details in the screening step. The document persists in the Flagged section with all metadata intact. Grant program managers and Grant program directors can reverse the flag by selecting the reset status icon to move it back to Requires Verification with no data loss. Select Request Documents at the bottom of the Verify Documents screen to route flagged documents back to applicants automatically; this action creates a case task assigned to the applicant, sends a notification in the applicant portal prompting re-upload, and changes the document status to Pending Resubmission. Once the applicant uploads the corrected document, the Upload Additional Documents activity closes and you can continue verification, maintaining a complete audit trail throughout the process.

• ServiceNow product tiers

The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:

• Foundation: AI basics to deliver insights
• Advanced: AI to boost productivity across relevant use cases
• Prime: Act autonomously with all AI assets, and create your own Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

• Enhancements to price ramps on quote lines

Modify active ramp segments on amendment quotes to better manage pricing changes over time.

• Split an active ramp segment into multiple shorter segments within the original term, with the system automatically assigning the correct line types and effective dates for each resulting segment.
• Merge split segments back into the original ramp while the quote is in draft state.
• Remove segments that are no longer needed.
• Edit the quantity in the product configurator. The quantity field for the last ramp segment of configurable and bundled products is read-only.
• Quote approvals

Build on existing quote approval workflows with greater control and flexibility

• Receive automated reminder notifications for pending approvals steps based on reminder schedules configured by your administrator.
• View the escalated approver on the approval step card when an approval step is escalated, so you can clearly identify who is responsible for the next action.
• Add ad-hoc approvers to an approval request outside the configured approval workflow when additional review is needed.
• Override an approval to advance a quote when permitted by your organization's approval configuration.

See Advanced Approval Management release notes for more information.

• Large language models on the ServiceNow AI Platform®

The Now LLM Service is no longer the default model provider for new or inactive AI assets. A third-party LLM is now selected by default, while existing configurations using the Now LLM Service continue unchanged. The Now LLM Service is still available for manual selection.

• Default AI model provider for regulatory alert recommendation skills

After upgrading to version 22.4.0, the regulatory alert recommendation skills in Now Assist for Integrated Risk Management (IRM) use AWS Claude as the default model provider.

• Default AI model provider for agentic workflows

After upgrading to version 22.4.0, the Get regulatory analysis and Generate regulatory action plans agentic workflows in Now Assist for Integrated Risk Management (IRM) use AWS Claude as the default model provider.

• ServiceNow product tiers

The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:

• Foundation: AI basics to deliver insights
• Advanced: AI to boost productivity across relevant use cases
• Prime: Act autonomously with all AI assets, and create your own Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

• Security Hardening tool Updates

The security Hardening tool has been updated to the latest Instance Security Hardening Settings V7.

• Assign groups in PIR user assignment rules

User Assignment Rules for Post-Incident Review (PIR) assessments in the SIR module now support group-based assignment in addition to individual user selection. You can configure assignment rules using groups. The PIR automatically reflects group membership updates without requiring manual edits to the assignment rules configuration.

• Customer Service Portal Base

Starting with the Australia release, the Customer Service Portal Base plugin (com.snc.csm_portal_base) has been migrated to the App Store as a standalone application. Future enhancements are delivered through the Customer Service Portal Base store app. This change improves packaging, versioning, and deployment flexibility for implementations that require portal framework, responsive design, case management, knowledge integration, and community features. The store app also includes email integration, translation support, attachment handling, and mobile enhancements.

• Subscriptions and Activity Feed Framework

Starting with the Australia release, the Subscriptions and Activity Feed Framework plugin (com.snc.subscriptions_activity_feed) has been migrated to the App Store as a standalone application. Future enhancements are delivered through the Subscriptions and Activity Feed Framework store app. This change improves packaging, versioning, and deployment flexibility for implementations that require subscription framework, activity tracking, notification preferences, or context management.

• Walk-Up for CSM

Starting with the Australia release, the Walk-up for CSM plugin (com.snc.walkup_for_csm) has been migrated to the App Store as a standalone application. Future enhancements are delivered through the Walk-up for CSM store app. This change improves packaging, versioning, and deployment flexibility for implementations that require subscription framework, activity tracking, notification preferences, or context management.

• Walk-up Check-in on Business Portal

Initiate a walk-up check-in directly from the Business Portal home page without navigating away from the landing experience.

• Portal Data List widget JSON parameters

Generate dynamic record view URLs with the Data List widget. Portal admins can configure the target record context, parent table, child table, or reference table and the portal builds the URL with the relevant parameters to render the correct record view at runtime.

• Portal Object widget instance options form

Adds a Dynamic portal object instance option to the Portal Object widget (turned off by default). When turned on, the widget reads the extended table, record ID, and view from URL parameters and derives the card title, image field, summary view fields, and detail view from the view definition on the extended table without requiring static configuration in the widget instance.

• Use UI Policy tab to add and manage the UI policies

Previously, when creating or editing a question in Catalog Builder, users could define UI policies or dynamic behavior by selecting the UI policies icon (

• Configure reference field auto-load behavior from SOW Admin Center

Use the Reference field auto-load behavior option from the SOW Properties section of the SOW Admin Center to configure the Reference search on click (ref_search_on_click) UX page property. The option enables you to configure the automatic searching of field value results displayed for reference fields such as Configuration item, Service offering, and Service.

• Recent list links in SOW record

Select the Recent incidents, Recent interaction, or Recent tasks links from the Record information side panel of a SOW record displays the 10 most recent records irrespective of their timeline instead of showing the records from last seven days. You can select the View All option to view additional records as well.

• Generate, update and publish PIR

Perform the following actions on the PIR if you have the incident_write role and added as co-contributor to the PIR:

• Update the state or publish the PIR.
• Refresh the Incident Summary data on the PIR.
• Create PIR custom event.
• Search, add, edit and save co-contributors (Users) for PIR.

• Country setting added to Language and Region preferences

Users can select their country from the Next Experience language and region preferences.

• New options for date and time format in the User record

Users can select from new options for Date format and Time format in the User record.

• Control whether date and time formats reflect the user locale by default

Configure date and time formats to reflect the user locale when no date or time format has been selected in user preferences through the glide_i18n.date.default_to_locale system property.

• Control how to set the language for guest users

Use a guest user's IP address to set their language through the glide_i18n.ip_geolocation system property.

• Activate additional choices for countries

Activate additional choices for countries in the Next Experience language and region preferences or in a User record.

• ECMAScript 2021 (ES12) JavaScript mode supports additional scripting features

Use additional scripting features in applications or scripts that use the ECMAScript 2021 (ES12) JavaScript mode.

• JavaScript engine updated with changes from the Rhino engine

The JavaScript engine on the ServiceNow AI Platform was updated to incorporate changes from the open-source Rhino JavaScript engine.

• New Normalization Data Services system property

Create duplicate records in core_company extension tables by setting the com.glide.acl_check_all_filter_on_new system property to true to reference account records.

• System properties secured by default

Glide properties that can impact instance security are set to secure values by default. For more information about which system properties are affected and why, see the Glide Property Hardening [KB1982254] article in the Now Support Knowledge Base.

• Tracking records in unauthenticated users' sessions

Track records created, modified, or deleted by unauthenticated users to enable session-based ACL access on public forms, portals, or workflows.

• Manage guest user access to records

Restrict guest user access to records they created or updated during their current session using the 'is in session' condition builder on the ACL form for Sys ID fields.

• Session-based guest access

Manage REST GraphQL security with path-based ACLs that are enforced without needing to require authentication for access to an API.

• Support duplicate company names across core_company extension tables

Avoid normalization conflicts when creating records with the same company name in both the Company [core_company] table and its extension tables, such as Customer Account [customer_account], using the glide.cmdb.canonical.use_base_core_company_only property. It ensures that uniqueness enforcement applies only to base core_company records.

• Flow API supports Service Catalog triggers and actions

Use triggers and actions related to Service Catalog with the Flow API.

• Access Control List API supports protection policies

Control whether someone can view or edit an access control list (ACL) with the protectionPolicy property in an ACL object.

• Keys updated for static assets in full-stack applications

Static UX Assets [sys_ux_lib_asset] in full-stack applications have updated keys in the keys.ts file. UX Asset sys_ids aren’t changed.

Developers who prompt Build Agent to create an app from the ServiceNow Developer site are redirected to ServiceNow Studio instead of ServiceNow IDE to continue building their app.

Files with preview capabilities open directly in preview mode in ServiceNow Studio, bypassing the record view. This change reduces the number of steps required to view file content and keeps developers focused on their work without manual mode switching.

• Integrated tab groupings

Integrated tabs are no longer color-coded or grouped by scope. You can see a list of the open files by selecting the more actions icon and selecting Show Opened Editors.

Build Agent is the default setting for AI-assisted app generation in ServiceNow Studio. You can change this setting in the ServiceNow Studio user preferences menu.

• Large language models on the ServiceNow AI Platform®

The Now LLM Service is no longer the default model provider for new or inactive AI assets. A third-party LLM is now selected by default, while existing configurations using the Now LLM Service continue unchanged. The Now LLM Service is still available for manual selection.

• Granular configuration admin roles

Use granular admin roles, such as sam_admin and sam_integrator, to complete administrative configuration tasks without requiring the full admin role. By using limited admin privileges that provide access to only certain tasks, you can help reduce security risks across your organization.

• Source-to-Pay integration with SAP
• Enhanced integration to support data retrieval from SAP ECC, SAP OData, and SAP HANA RFC using the updated Buyer Group staging process.
• Enhanced integration to support Read-Only security directives to strengthen data protection, applying required field-level changes in alignment with the Read-only field remediation guidelines to ensure compliance and consistency across integrations.
• Updated entity naming convention from Department to Buyer Groups for improved standardization.
• Source-to-Pay integration with SAP Ariba
• Enhanced integration to support fetch shipment details from SAP Ariba.
• Updated entity naming convention from Department to Buyer Groups for improved standardization.
• Source-to-Pay integration framework
• Enhanced the Purchase Requisition Line (PRL) outbound staging table to improve data completeness and consistency for outbound Purchase Requisition integrations.
• Performance optimizations have been applied to the Purchase Order (PO) transform map to improve efficiency and scalability when processing high‑volume PO data.

Australia Patch 4

• Large language models on the ServiceNow AI Platform®

The Now LLM Service is no longer the default model provider for new or inactive AI assets. A third-party LLM is now selected by default, while existing configurations using the Now LLM Service continue unchanged. The Now LLM Service is still available for manual selection.

• Demand summarization skill enhancements

The demand summarization skill incorporates data from related entities when generating a summary. In addition to demand record fields, the summary includes insights from demand tasks, cost plans, monetary and non-monetary benefit plans, resource assignments, and work notes. The generated summary covers business requirements, timeline, risks, stakeholder comments, cost, effort, monetary and non-monetary benefits, and ROI.

• Now Assist usage excludes demo data

Demonstration instances are excluded from the total Now Assist usage count to improve tracking of Assist consumption. The accrual time field displays when Now Assist data was last accrued.

• Changes to Now Assist usage measurement

Now Assist usage measurement is evolving. Update Subscription Management to version 6.1 or later on all instances to avoid mixed measurement states. For more information, see Now Assist Usage - Overview & New Measurement Logic: January 2026 [KB2704710] on the Now Support Knowledge Base.

• Streamlined user-based subscription allocation

To simplify the Subscription Management experience, the manual allocation workflow for user-based subscriptions has been removed for administrators who have never used it. Administrators who have manually allocated user-based subscriptions before can still make manual allocations.

• Hidden user-based subscription allocations

To help prevent inaccuracy when allocations aren't complete, allocation details for user-based subscriptions are now hidden from the Subscription Management overview. Contact your account executive for user-based subscription allocation details.

Australia Patch 2

• Products
• Filter the list of sold products displayed by product characteristic values.
• Modify configurations, suspend, resume, or disconnect one or more sold products and their services.
• Customer history

The Interaction history card has been renamed to Customer history. Phone interactions, chat messages, cases, contracts, work orders, and other activity types that have been configured are displayed.

• Now LLM service deprecation

The Now LLM Service is no longer the default model provider for new or inactive AI assets. A third-party LLM is now selected by default, while existing configurations using the Now LLM Service continue unchanged. The Now LLM Service is still available for manual selection.

• SD-WAN Discovery connectors

Enable comprehensive SD-WAN visibility by using new Telecom Discovery connectors. Standardize data processing through the SD-WAN Data Model integrated into the Telecom Discovery Builder Framework ETL pipeline.

• Discrepancy identification – types of discrepancies

Enhance discovery accuracy and data quality with SD-WAN-specific discrepancy audits that validate discovery results against the CMDB. Reconcile discrepancies manually or automatically using the remediation engine. When the audit detects a newly discovered CI not present in the CMDB, a single follow-on task is created at the equipment level for resolution.

• Consolidated assessment email notifications

After upgrading to version 22.3.3, external assessment‑related email notifications are sent as a single consolidated summary instead of individual per‑event messages. Users can configure notification frequency, detail level, and delivery channel in their notification preferences. Multi‑language templates are available.

• Assessment count mechanism updated in the third-party portal

After upgrading to version 22.3.3, engagement assessment counts in the third-party portal include only active, pending, and in‑progress assessments. Previously, counts included inactive and canceled assessments.

• Inactive metrics excluded when copying assessment responses

After upgrading to version 22.3.3, inactive and retired metrics are excluded when copying responses between assessments. Previously, copying responses could include inactive metrics, causing scoring errors.

• Type of ICT services changes cascade to supply chain in DORA reporting

After upgrading the Digital Resilience Third-party Information Register application to version 22.3.1, when the Type of ICT services value is updated on a Contractual Arrangements – Specific Information (B.02.02) record, the ICT service supply chain (B.05.02) is now updated automatically. If a Type of ICT services value is removed from a Specific Information record, the corresponding supply chain records for Rank 1 and higher ranks are also deleted automatically. Previously, Rank 1 supply chain records were generated when the Specific Information record was first created, but subsequent changes or removals did not propagate to the supply chain, requiring manual correction.

• Duplicate contractual arrangements detected and warned in DORA Register of Information

After upgrading the Digital Resilience Third-party Information Register application to version 22.3.1, duplicate records in the Contractual Arrangements – Specific Information (B.02.02) table are now detected and handled across three scenarios. When saving a contractual arrangement from the UI, a business rule checks eight composite key fields and blocks the save if a duplicate is found. During Excel upload, duplicate rows are rejected and logged to the upload error report. During CSV package download, duplicate rows in B.02.02 are flagged in the DORA request record's error log; duplicates are warned but not removed from the generated CSV.

• Duplicate supply chain rows warned during DORA CSV package download

After upgrading the Digital Resilience Third-party Information Register application to version 22.3.1, during CSV package download, duplicate rows in the ICT service supply chains (B.05.02) table are now detected and a warning is added to the request record. This applies to both Rank 1 supply chain records, which are auto-generated from Specific Information records, and higher-ranked records. Additionally, when the Storage of data field is set to No on a contractual arrangement, associated location field values are now cleared automatically.

• Simplified third-party element process

After upgrading to version 22.0.1, third‑party elements are now linked to a single third party and can no longer be shared across third parties. Scoring rollups calculate results from element‑level assessments rather than entity records.

• ServiceNow product tiers

The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:

• Foundation: AI basics to deliver insights
• Advanced: AI to boost productivity across relevant use cases
• Prime: Act autonomously with all AI assets, and create your own Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

• MITRE ATT&CK Technique Extraction Rules and View extracted MITRE ATT&CK Techniques

Enabled MITRE-ATT&CK extraction rules for RSS feed to map and associate MITRE-ATT&CK techniques.

• View RSS Feeds

Enhanced the RSS feed schema and parsers to support additional fields, including tags, taxonomies, status, and expiration time.

• Export intelligence data, Sharing of Outbound Intelligence Records from GUI, and Add to TAXII Collections from Library List View

Enhanced STIX 2.1 export to include Traffic Light Protocol (TLP) definitions applied to intelligence objects as TLP 2.0 marking definition objects. For more information, see Marking Definition.

• System properties for TISC Reports

The system property sn_sec_tisc.reporting.email_template_sn_sec_tisc_case is no longer supported in TISC. It has been renamed to sn_sec_tisc.default_report_email_template, effective with the latest release.

• Configure custom MISP API feed

Enhanced MISP API feed ingestion to handle events when the published timestamp is greater than the modified timestamp.

• Define Vulnerability and Access the Vulnerability Entities

Enhanced the vulnerability schema to support additional vulnerability intelligence fields related to CVSS scoring, exploit details, and remediation information.

• Card data security updates

The following spoke actions have been updated to support integration with the Card data security application:

• Look up Associated Transaction List
• Look up Image
• Look up Report Output
• Download and Attach Image
• VROL release 26.1 updates

Updated the following Visa Spoke actions to align with VROL release 26.1 revision changes. These changes support dispute agents and admins in processing disputes accurately:

• Submit Exception Request Builder
• Submit Fraud Bundle Dispute Questionnaire
• Look up Dispute Financial Details Request Builder
• Look up Dispute Financial Details Response Parser
• Submit Fraud Report Request Builder
• Look up Fraud Report Details Response Parser
• Look up Fraud Report Details Request Builder
• Look up Transaction Details Request Builder
• Look up Dispute Details Request Builder
• Look up Dispute Details Response Parser
• Look up Dispute Filing Details Response Parser
• Look up Transaction Details Response Parser
• Look up Transaction Details from Case Response Parser
• Look up All Transaction Details Response Parser
• Create Dispute Pre Arbitration Response
• Look up Dispute Pre Arbitration Details Request Builder
• Look up Dispute Pre Arbitration Response Details Request Builder
• Look up Dispute Pre Arbitration Details Response Parser
• Look up Dispute Response Details Request Builder
• Submit Dispute Questionnaire
• Look up Dispute Pre Arbitration Response Details Response Parser
• Look up Dispute Response Details Response Parser
• • Initiate Dispute from Transaction or Case
• Create Dispute Pre Arbitration

• Vulnerability Response assignment rules

The sn_vul.rerun_task_rules system property for rerunning assignment rules was changed to sn_sec_rem.rerun_task_rules. Users must activate this property (set to 'true') to rerun assignment rules.

• Improved vulnerability assessment workflows
• CI filtering for vulnerability assessments: You can now filter which configuration items are included in a vulnerability assessment using a condition builder.
• Business Application population on AVITs: AVITs created from SBOM assessment results now include Business Application information, helping you understand application impact and prioritize remediation.
• Priority roll‑down from vulnerability assessments: Updates to the priority of a vulnerability assessment now automatically roll down to associated VITs and AVITs, ensuring consistent prioritization based on the highest severity.
• Remediation task rule execution mode

You can now choose how remediation task rules are evaluated during ingestion. The new Match First execution mode evaluates rules sequentially and applies only the first matching rule, assigning each finding to exactly one remediation task. The default Match All mode continues to evaluate all applicable rules.

• Enhanced Compensatory controls

When new vulnerable items are ingested and associated with a remediation task that already has an approved compensating control, the reduced risk rating is now automatically inherited by those new vulnerable items.

• Improved ETL data extractions

The ETL process was refactored from Flow Designer to script includes for better performance and reliability.

• Zero Copy Connector for ERP Data Products renamed to Content Packs

All ERP Data Products, such as Enterprise Data Foundation, Quote to Cash, and Source to Settle are renamed to Content Packs.

• Zero Copy Connector for ERP Enterprise Data Foundation content pack

Additional models, including Vendor Bank Details, Vendor Location Details, and Vendor Contact Details are added to the content pack for use when interacting with an SAP system.

• Apache Iceberg primary connector

The Apache Iceberg connector is now certified as a primary connector.

• Primary connectors in preview

Primary connectors that are still being enhanced to include all planned functionality are now marked with a Preview label. These connectors are fully supported by ServiceNow®.

• Australia Patch 1
• Amazon S3 Tables
• Apache Iceberg
• Australia Patch 2
• Teradata: The Teradata connector now supports Bearer Token and OAuth authentication methods.
• Apache Iceberg: The Apache Iceberg connector now supports S3-compatible object storage systems.