0
4.3.6
Australia Patch 4, 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
This release contains one targeted fix to ensure correct upgrade behaviour on existing instances.
Form element upgrade-safety fix — Two sys_ui_element entries in the case form section now carry the correct INSERT_OR_UPDATE action tag, ensuring those records are applied correctly during upgrade rather than being skipped on instances where they already exist.
Required plugins and products
- Customer Service (com.sn_customerservice)
Store App Dependency
- Customer Service Case Types (sn_csm_case_types 4.3.1)
- Customer Service Install Base Management (install_base 4.8.1)
- CSM Action Status (sn_csm_act_stat 2.0.2)
- Playbooks for Customer Service Management (sn_csm_playbook) - Version 6.5.1
- CSM Configurable Workspace (sn_csm_wrkspc) - Version 26.3.3
- Customer Service With Service Management (sn_cs_sm 2.0.3)
- Customer Service With Request Management (sn_cs_sm_request 2.1.0)
- Case Digests (sn_csm_case_digest 2.1.0)
- Product Inventory (sn_prd_pm) - Version 19.0.0
- Service Test Management (sn_st_mgmt) - Version 7.0.0
- Playbook Experience (sn_playbook_exp) - Version 29.4.2
- Action Status (sn_action_status 2.1.0)