Live Agent Message Brokering Degradation After ServiceNow Zurich upgrade

Update timeline

1. identified Nov 09, 2025, 11:38 PM UTC

   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

2. identified Nov 13, 2025, 04:20 PM UTC

   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.

3. monitoring Nov 22, 2025, 02:48 AM UTC

   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

4. monitoring Dec 02, 2025, 10:36 PM UTC

   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.

5. monitoring Feb 23, 2026, 07:34 AM UTC

   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

6. resolved May 12, 2026, 08:41 PM UTC

   This incident has been resolved.