0
4.3.2
Australia Patch 1, Australia, Zurich Patch 8, Zurich Patch 7, Zurich, Yokohama Patch 6, Yokohama Patch 5, Yokohama, Xanadu Patch 9, Xanadu
Standalone Application
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
No new features are being released in this version. This release focuses on platform compliance, security hardening, and quality improvements to keep the application current with the latest platform standards.
- Platform compliance — Updates to meet platform-wide security directives including default-deny agentic AI ACLs, cross-scope access enforcement, and CSRF protection on public APIs.
- Security & ACL hardening — Embedded query ACLs directly into product source code, eliminating the need for customers to re-run audits after install or upgrade.
- Platform readiness — Java 21 compile support and related framework upgrades to stay current with the underlying platform.
- Accessibility — WCAG 2.2 AA + 400% zoom/reflow support — Now meets the accessibility bar for this release.
- Required plugins and products
- Customer Service (com.sn_customerservice)
- Dependencies
- 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 6.0.0
- CSM Configurable Workspace (sn_csm_wrkspc) - Version 25.3.2
- Product inventory(sn_prd_pm) - Version 15.0.0
- Service Test management(sn_st_mgmt) - version 4.0.0
- Customer Service Install Base Management (install_base 3.2.0)
- Customer Service Case Types (sn_csm_case_types 3.0.1)