Update - We have noticed that this issue is also impacting the instances which are on Yokohama Patch 9, the fix for the same has been released in the Patch 10. Please refer to the below KB article from ServiceNow for more information.
https://support.servicenow.com/nav_to.do?uri=%2Fkb%3Fid%3Dkb_article_view%26sysparm_article%3DKB2683059
Feb 23, 2026 - 07:34 UTC
https://support.servicenow.com/nav_to.do?uri=%2Fkb%3Fid%3Dkb_article_view%26sysparm_article%3DKB2683059
Feb 23, 2026 - 07:34 UTC
Update - We have received confirmation that the same fix has been rolled into Zurich Patch 4(ZP4) which is scheduled to go live on December 5. Once ZP4 becomes available, feel free to upgrade to get the issue resolved.
Dec 02, 2025 - 22:36 UTC
Dec 02, 2025 - 22:36 UTC
Monitoring - ServiceNow has resolved the issue. A hotfix (ZP2 HF2) has been released.
If you are impacted, please submit your entitlements using the link below to request access to the hotfix:
https://support.servicenow.com/nav_to.do?uri=%2Fcom.glideapp.servicecatalog_cat_item_view.do%3Fsysparm_id%3De9c285831ba414101c8633f2cd4bcbfe
Nov 22, 2025 - 02:48 UTC
If you are impacted, please submit your entitlements using the link below to request access to the hotfix:
https://support.servicenow.com/nav_to.do?uri=%2Fcom.glideapp.servicecatalog_cat_item_view.do%3Fsysparm_id%3De9c285831ba414101c8633f2cd4bcbfe
Nov 22, 2025 - 02:48 UTC
Update - The ServiceNow team has identified the root cause of the issue affecting live chat functionality. They are actively working on a fix and will provide more details as soon as they become available.
Nov 13, 2025 - 16:20 UTC
Nov 13, 2025 - 16:20 UTC
Identified - We have identified an issue affecting Live Agent Message Brokering functionality following the ServiceNow Zurich upgrade. Users can initiate chats, and agents can respond, but user replies are not being received by agents. The issue currently impacts customers who have upgraded to Zurich. Our team is working with ServiceNow to identify the root cause and implement a fix. Updates will be shared as they become available.
Impacted Regions: All
Nov 09, 2025 - 23:38 UTC
Impacted Regions: All
Nov 09, 2025 - 23:38 UTC
Enterprise Messaging Integrations
Operational
Microsoft Teams
Operational
Embedded AI Assistant
Operational
Cisco Webex Teams
Operational
Google Chat
Operational
Slack Messaging
Operational
Slack Apps/Integrations/APIs
Operational
Slack Notifications
Operational
Slack Connections
Operational
Access Skills
Operational
Account Access
Operational
Group Access
Operational
Software Access
Operational
Smart Forms
Operational
Enterprise Approvals
Operational
Answers
Operational
Concierge
Operational
Triage
Operational
Lookups
Operational
Employee Experience Insights
Operational
Multilingual Support (MLS)
Operational
Creator Studio
Operational
Paths Workspace
Operational
Queries Workspace
Operational
Events Workspace
Operational
Plugins Workspace
Operational
Control Center
Operational
Channel Resolver
Operational
Moveworks AI Assistant
Operational
Employee Communications
Operational
My Moveworks Portal
Operational
Moveworks Setup
Operational
Moveworks Documentation
Operational
Support
Operational
Community
Operational
Productivity Boost
Operational
Brief Me
Operational
Quick GPT
Operational
AI Assistant Analytics
Operational
AI Assistant Insights
Operational
Data API
Operational
Live Agent Chat / Handoff
Degraded Performance
Live Agent Message Brokering
Degraded Performance
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance