Combined Customer Service Problem Management release notes for upgrades from Washington DC to Australia
Consolidated page of all release notes for Customer Service Problem Management from Washington DC to Australia.
How to use this page
To help you prepare for your upgrade, we have combined the cross-family Customer Service Problem Management release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Washington DC to Australia.
Tip: If there were no updates for a release notes section in a certain family release, we included a short note for your reference. For example, if a product did not have any updates in Tokyo, the row says "No updates for this release."
Important information for upgrading Customer Service Problem Management to Australia
Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed.
|
Release |
Release notes |
|---|---|
|
Washington DC |
No updates for this release. |
|
Xanadu |
No updates for this release. |
|
Yokohama |
No updates for this release. |
|
Zurich |
No updates for this release. |
|
Australia |
No updates for this release. |
Between your current release family and Australia, new features were introduced for Customer Service Problem Management.
|
Release |
Release notes |
|---|---|
|
Washington DC |
No updates for this release. |
|
Xanadu |
No updates for this release. |
|
Yokohama |
No updates for this release. |
|
Zurich |
The granular admin role enables developers and administrators to complete administrative configuration tasks for Customer Service Problem Management without requiring the full admin role. Enables the system to trigger the required tests for service problem cases, incidents, and change request, helping to identify the root cause of the problem. Test group includes test definitions. Review, diagnose, resolve, and close a service problem case for the service-related issue experienced by the customer. |
|
Australia |
Use the ADR case type to capture complete case details and manage investigations and resolutions while enforcing Service Level Agreement (SLA) compliance. You can also maintain audit and Root Cause Analysis (RCA) history and generate deadlock letters for customer or partner communication. |
Between your current release family and Australia, some changes were made to existing Customer Service Problem Management features.
|
Release |
Release notes |
|---|---|
|
Washington DC |
No updates for this release. |
|
Xanadu |
No updates for this release. |
|
Yokohama |
No updates for this release. |
|
Zurich |
No updates for this release. |
|
Australia |
No updates for this release. |
Between your current release family and Australia, some Customer Service Problem Management features or functionality were removed.
|
Release |
Release notes |
|---|---|
|
Washington DC |
No updates for this release. |
|
Xanadu |
No updates for this release. |
|
Yokohama |
No updates for this release. |
|
Zurich |
No updates for this release. |
|
Australia |
No updates for this release. |
Between your current release family and Australia, some Customer Service Problem Management features or functionality were deprecated.
|
Release |
Release notes |
|---|---|
|
Washington DC |
No updates for this release. |
|
Xanadu |
No updates for this release. |
|
Yokohama |
No updates for this release. |
|
Zurich |
No updates for this release. |
|
Australia |
No updates for this release. |
Review information on how to activate Customer Service Problem Management.
|
Release |
Release notes |
|---|---|
|
Washington DC |
No updates for this release. |
|
Xanadu |
No updates for this release. |
|
Yokohama |
No updates for this release. |
|
Zurich |
Install Customer Service Problem Management and Service Test Management by requesting it from the ServiceNow® Store. |
|
Australia |
Install Customer Service Problem Management by requesting it from the ServiceNow Store. Visit the ServiceNow Store to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes. |
If any additional requirements were introduced or changed for Customer Service Problem Management we have noted them here.
|
Release |
Release notes |
|---|---|
|
Washington DC |
No updates for this release. |
|
Xanadu |
No updates for this release. |
|
Yokohama |
No updates for this release. |
|
Zurich |
No updates for this release. |
|
Australia |
You must install Case Playbook for Complaints (sn_complaint) plugin to use the ADR case type. |
If any specific browser requirements were introduced or changed for Customer Service Problem Management we have noted them here.
|
Release |
Release notes |
|---|---|
|
Washington DC |
No updates for this release. |
|
Xanadu |
No updates for this release. |
|
Yokohama |
No updates for this release. |
|
Zurich |
No updates for this release. |
|
Australia |
No updates for this release. |
Review details on accessibility information for Customer Service Problem Management, such as specific requirements or compliance levels.
|
Release |
Release notes |
|---|---|
|
Washington DC |
No updates for this release. |
|
Xanadu |
No updates for this release. |
|
Yokohama |
No updates for this release. |
|
Zurich |
|
|
Australia |
No updates for this release. |
If there are specific localization considerations for Customer Service Problem Management we have noted them here.
|
Release |
Release notes |
|---|---|
|
Washington DC |
No updates for this release. |
|
Xanadu |
No updates for this release. |
|
Yokohama |
No updates for this release. |
|
Zurich |
No updates for this release. |
|
Australia |
No updates for this release. |
If there are specific highlight considerations for Customer Service Problem Management we have noted them here.
|
Release |
Release notes |
|---|---|
|
Washington DC |
No updates for this release. |
|
Xanadu |
No updates for this release. |
|
Yokohama |
No updates for this release. |
|
Zurich |
See Customer Service Problem Management, Setting up a test group, and Setting up test definitions for more information. |
|
Australia |
Use Alternative Dispute Resolution (ADR) feature to acknowledge and register customer disputes, complaints, or ADRs, conduct investigations, and deliver timely resolutions. See Customer Service Problem Management for more information. |
--- title: Combined Customer Service Problem Management release notes for upgrades from Washington DC to Australia description: Consolidated page of all release notes for Customer Service Problem Management from Washington DC to Australia. locale: en-US canonical_url: https://www.servicenow.com/docs/r/delta-washingtondc-australia/australia-washingtondc-customerserviceproblemmanagement-release-notes.html release: australia topic_type: reference last_updated: "2026-07-09" reading_time_minutes: 4 breadcrumb: [Products combined by family] --- # Combined Customer Service Problem Management release notes for upgrades from Washington DC to Australia Consolidated page of all release notes for Customer Service Problem Management from Washington DC to Australia. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Customer Service Problem Management release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Washington DC to Australia. **Tip:** If there were no updates for a release notes section in a certain family release, we included a short note for your reference. For example, if a product did not have any updates in Tokyo, the row says "No updates for this release." ## Important information for upgrading Customer Service Problem Management to Australia Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed. <table class="custom-rows"><thead><tr><th class="filter"> Release </th><th> Release notes </th></tr></thead><tbody><tr><td> Washington DC </td><td> No updates for this release. </td></tr><tr><td> Xanadu </td><td> No updates for this release. </td></tr><tr><td> Yokohama </td><td> No updates for this release. </td></tr><tr><td> Zurich </td><td> No updates for this release. </td></tr><tr><td> Australia </td><td> No updates for this release. </td></tr></tbody> </table>## New features Between your current release family and Australia, new features were introduced for Customer Service Problem Management. <table class="custom-rows"><thead><tr><th class="filter"> Release </th><th> Release notes </th></tr></thead><tbody><tr><td> Washington DC </td><td> No updates for this release. </td></tr><tr><td> Xanadu </td><td> No updates for this release. </td></tr><tr><td> Yokohama </td><td> No updates for this release. </td></tr><tr><td> Zurich </td><td> - **[Components](https://www.servicenow.com/docs/access?context=spm-components&family=zurich&ft:locale=en-US)** The granular admin role enables developers and administrators to complete administrative configuration tasks for Customer Service Problem Management without requiring the full admin role. - **[Setting up a test group](https://www.servicenow.com/docs/access?context=setting-test-group&family=zurich&ft:locale=en-US)** Enables the system to trigger the required tests for service problem cases, incidents, and change request, helping to identify the root cause of the problem. Test group includes test definitions. - **[Diagnose and resolve a service problem case](https://www.servicenow.com/docs/access?context=work-on-service-problem-case&family=zurich&ft:locale=en-US)** Review, diagnose, resolve, and close a service problem case for the service-related issue experienced by the customer. </td></tr><tr><td> Australia </td><td> - **[Alternative Dispute Resolution \(ADR\)](https://www.servicenow.com/docs/access?context=alternative-dispute-resolution&family=australia&ft:locale=en-US)** Use the ADR case type to capture complete case details and manage investigations and resolutions while enforcing Service Level Agreement \(SLA\) compliance. You can also maintain audit and Root Cause Analysis \(RCA\) history and generate deadlock letters for customer or partner communication. </td></tr></tbody> </table>## Changes Between your current release family and Australia, some changes were made to existing Customer Service Problem Management features. <table class="custom-rows"><thead><tr><th class="filter"> Release </th><th> Release notes </th></tr></thead><tbody><tr><td> Washington DC </td><td> No updates for this release. </td></tr><tr><td> Xanadu </td><td> No updates for this release. </td></tr><tr><td> Yokohama </td><td> No updates for this release. </td></tr><tr><td> Zurich </td><td> No updates for this release. </td></tr><tr><td> Australia </td><td> No updates for this release. </td></tr></tbody> </table>## Removed Between your current release family and Australia, some Customer Service Problem Management features or functionality were removed. <table class="custom-rows"><thead><tr><th class="filter"> Release </th><th> Release notes </th></tr></thead><tbody><tr><td> Washington DC </td><td> No updates for this release. </td></tr><tr><td> Xanadu </td><td> No updates for this release. </td></tr><tr><td> Yokohama </td><td> No updates for this release. </td></tr><tr><td> Zurich </td><td> No updates for this release. </td></tr><tr><td> Australia </td><td> No updates for this release. </td></tr></tbody> </table>## Deprecations Between your current release family and Australia, some Customer Service Problem Management features or functionality were deprecated. <table class="custom-rows"><thead><tr><th class="filter"> Release </th><th> Release notes </th></tr></thead><tbody><tr><td> Washington DC </td><td> No updates for this release. </td></tr><tr><td> Xanadu </td><td> No updates for this release. </td></tr><tr><td> Yokohama </td><td> No updates for this release. </td></tr><tr><td> Zurich </td><td> No updates for this release. </td></tr><tr><td> Australia </td><td> No updates for this release. </td></tr></tbody> </table>## Activation information Review information on how to activate Customer Service Problem Management. <table class="custom-rows"><thead><tr><th class="filter"> Release </th><th> Release notes </th></tr></thead><tbody><tr><td> Washington DC </td><td> No updates for this release. </td></tr><tr><td> Xanadu </td><td> No updates for this release. </td></tr><tr><td> Yokohama </td><td> No updates for this release. </td></tr><tr><td> Zurich </td><td> Install Customer Service Problem Management and Service Test Management by requesting it from the ServiceNow® Store. </td></tr><tr><td> Australia </td><td> Install Customer Service Problem Management by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the [ServiceNow Store version history release notes](https://www.servicenow.com/docs/access?context=sn-store-release-notes&family=australia&ft:locale=en-US). </td></tr></tbody> </table>## Additional requirements If any additional requirements were introduced or changed for Customer Service Problem Management we have noted them here. <table class="custom-rows"><thead><tr><th class="filter"> Release </th><th> Release notes </th></tr></thead><tbody><tr><td> Washington DC </td><td> No updates for this release. </td></tr><tr><td> Xanadu </td><td> No updates for this release. </td></tr><tr><td> Yokohama </td><td> No updates for this release. </td></tr><tr><td> Zurich </td><td> No updates for this release. </td></tr><tr><td> Australia </td><td> You must install Case Playbook for Complaints \(sn\_complaint\) plugin to use the ADR case type. </td></tr></tbody> </table>## Browser requirements If any specific browser requirements were introduced or changed for Customer Service Problem Management we have noted them here. <table class="custom-rows"><thead><tr><th class="filter"> Release </th><th> Release notes </th></tr></thead><tbody><tr><td> Washington DC </td><td> No updates for this release. </td></tr><tr><td> Xanadu </td><td> No updates for this release. </td></tr><tr><td> Yokohama </td><td> No updates for this release. </td></tr><tr><td> Zurich </td><td> No updates for this release. </td></tr><tr><td> Australia </td><td> No updates for this release. </td></tr></tbody> </table>## Accessibility information Review details on accessibility information for Customer Service Problem Management, such as specific requirements or compliance levels. <table class="custom-rows"><thead><tr><th class="filter"> Release </th><th> Release notes </th></tr></thead><tbody><tr><td> Washington DC </td><td> No updates for this release. </td></tr><tr><td> Xanadu </td><td> No updates for this release. </td></tr><tr><td> Yokohama </td><td> No updates for this release. </td></tr><tr><td> Zurich </td><td> - **** </td></tr><tr><td> Australia </td><td> No updates for this release. </td></tr></tbody> </table>## Localization information If there are specific localization considerations for Customer Service Problem Management we have noted them here. <table class="custom-rows"><thead><tr><th class="filter"> Release </th><th> Release notes </th></tr></thead><tbody><tr><td> Washington DC </td><td> No updates for this release. </td></tr><tr><td> Xanadu </td><td> No updates for this release. </td></tr><tr><td> Yokohama </td><td> No updates for this release. </td></tr><tr><td> Zurich </td><td> No updates for this release. </td></tr><tr><td> Australia </td><td> No updates for this release. </td></tr></tbody> </table>## Highlight information If there are specific highlight considerations for Customer Service Problem Management we have noted them here. <table class="custom-rows"><thead><tr><th class="filter"> Release </th><th> Release notes </th></tr></thead><tbody><tr><td> Washington DC </td><td> No updates for this release. </td></tr><tr><td> Xanadu </td><td> No updates for this release. </td></tr><tr><td> Yokohama </td><td> No updates for this release. </td></tr><tr><td> Zurich </td><td> - Run the diagnostics from the contextual panel in the Customer Service Problem Management playbook. - As an agent, use the Test group to help group test definitions. The Test group contains multiple test definitions. - Enables your customer to modify the visibility of the **Diagnose** tab and run diagnostics from the contextual panel in the Decisions table. See [Customer Service Problem Management](https://www.servicenow.com/docs/access?context=cspm-landing-page&family=zurich&ft:locale=en-US), [Setting up a test group](https://www.servicenow.com/docs/access?context=setting-test-group&family=zurich&ft:locale=en-US), and [Setting up test definitions](https://www.servicenow.com/docs/access?context=settingup-test-specifications&family=zurich&ft:locale=en-US) for more information. </td></tr><tr><td> Australia </td><td> Use Alternative Dispute Resolution \(ADR\) feature to acknowledge and register customer disputes, complaints, or ADRs, conduct investigations, and deliver timely resolutions. See [Customer Service Problem Management](https://www.servicenow.com/docs/access?context=cspm-landing-page&family=australia&ft:locale=en-US) for more information. </td></tr></tbody> </table>**Parent Topic:**[Products combined by family](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/delta-washingtondc-australia/rn-combined-intro.md)
| title | Combined Customer Service Problem Management release notes for upgrades from Washington DC to Australia |
| description | Consolidated page of all release notes for Customer Service Problem Management from Washington DC to Australia. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/delta-washingtondc-australia/australia-washingtondc-customerserviceproblemmanagement-release-notes.html |
| release | australia |
| topic_type | reference |
| last_updated | 2026-07-09 |
| reading_time_minutes | 4 |
| breadcrumb | Products combined by family |