0
3.6.0
Zurich, Yokohama, Xanadu, Washington DC Patch 3, Washington DC Patch 2
The Technology Product Support Case application is included in the Technology Provider Service Management and Telecommunications Service Management products. The ServiceNow® Technology Product Support Case application enables Telecommunications, Media, and Technology companies to support digital products and services. Features for this application include Case Type, Record Page, Playbook, and Record Producer.
- Process Orchestration
- Case type extension table with process-specific attributes
- Business logic
- UI actions specific to the Technology Product Support case type
- State flows
- Flow designer flows to automate process
- Case tasks specific to the Technology Product Support case type
- Notifications and emails
- SLAs
- Contextual search sources
- Reports
- Agent Experience
- Technology Product Support case type playbook
- Platform and Workspace views
- Case management features for Technology Product Support case type – case digest, special handling notes, contextual search, escalations
- Playbooks Dynamic Related Records
- UI actions specific to Workspace Agent Experience
- Customer Experience
- Record producers
- Standard widget configurations for case type
- Additional widgets tasks for end customer
Bug Fixes
- Test Re-run Issue: The Re-Run icon now correctly triggers test execution in CSM/FSM Workspace and SOW Workspace.
- Diagnose Activity Access: Tech Support Agent role users can now view Diagnose Activity tabs under Diagnostic Tasks.
- Validation Fix: Users can no longer re-run flows in “Pending for inputs” without filling mandatory fields.
- Test Characteristic Sync: Mandatory characteristics now sync properly in the re-run window for Pending for input state.
- TPSC Record Producer: Improvements applied to the Service Portal version of the record producer.
- Scheduler Fix: Incident, Change, HI-TEC & SPC test runs now respect scheduler timings and no longer run instantly.
Enhancements
- AI Recommendations: Recommended Actions now appear in the Contextual Side Panel with AI Search results.
- AI Search Scope: AI Search now includes the ‘Subject’ field for High-Tech cases by default.
- Changes in the TPSC record producer on the service portal
- Included all changes from the Telecom Zurich release to maintain alignment across products.
- Required plugins and products
- Customer Service (com.sn_customerservice)
- Dependencies
- Customer Service Case Types (com.snc.csm_case_types)
- Customer Service Install Base Management (com.snc.install_base)
- Customer Service Case Action Status (com.snc.csm_action_status)
- Customer Service With Service Management (com.sn_cs_sm)
- Customer Service With Request Management (com.sn_cs_sm_request)
- Case Digests (com.sn_csm_case_digest)
- Diagnostic Framework
- Store App Dependency
- Playbooks for Customer Service Management (sn_csm_playbook) - Version 5.0.2 or above
- CSM Configurable Workspace (sn_csm_wrkspc) - Version 24.2.0 or above
- Product inventory(sn_prd_pm) - Version 13.0.3
- Service Test management(sn_st_mgmt) - version 2.1.0