Now Assist for Field Service Management (FSM) release notes

  • Release version: Store
  • Updated June 11, 2026
  • 6 minutes to read
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    Summary of Now Assist for Field Service Management (FSM) Release Notes

    Now Assist for Field Service Management (FSM) enhances field technician productivity and agent efficiency through AI-driven automation, summarization, and virtual assistant capabilities. Spanning multiple releases from November 2023 to June 2026, it integrates advanced AI features across mobile, workspace, and web interfaces to streamline work order management, parts handling, and knowledge access.

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    Key Features

    • AI-Powered Mobile Form Auto-Fill (v10.0.1): Technicians can capture images with mobile cameras to auto-populate forms using AI image recognition, supporting assessments and scripted questionnaires.
    • Unified AI Visual Indicators: Consistent gradient styles and subtle animations across Workspace, UI16, and mobile interfaces improve user awareness of AI activity, meeting accessibility standards.
    • Parts Debrief Automation: Automates parts usage workflows, handling empty notes, invalid usage, quantity normalization, and error scenarios in Next Action Panel (NAP) and Now Assist Virtual Agent (NAVA).
    • Expanded AI Summarization and Knowledge Workflows: Enables role-based summarization of work orders and sidebar chats, and generation of knowledge articles across platforms.
    • Create Work Order from Text and Images: AI agents extract relevant information from text or photos to create work orders efficiently with persona validation to block invalid content.
    • FSM AI Mandate Features on Mobile and Workspace: FSM AI capabilities, including IT automation and smart assessments, are accessible with role-based access controls.
    • Telemetry and Skill Refinement: Admins can monitor AI feature usage, and FSM digital agents have improved automation and workflow handling.
    • Integration with Multiple AI Providers (v7.x): Supports Now LLM Service, Azure OpenAI, Google Gemini, and Anthropic Claude, allowing selection of optimal AI models for FSM agents.
    • Now Assist Virtual Agent (NAVA) for Mobile (v6.0.0+): Provides technicians with a virtual assistant to summarize work order tasks, perform conversational search with knowledge base integration, and deliver context-aware follow-ups.
    • Now Assist Context Menu (NACM): Enables record summarization and interactive response refinement directly in work notes and comments using large language models.
    • Voice-to-Text Input and UI Enhancements: Voice input support and updated icons improve accessibility and user experience in the ServiceNow Agent mobile app.

    Improvements and Changes

    • Enhanced test and validation coverage across mobile, agent, and NextWave experiences ensure robust AI feature performance.
    • Performance improvements reduce latency and optimize inter-agent communication during work order creation.
    • Improved handling of edge cases in parts debrief workflows and refined questionnaire answer validation boosts reliability.
    • Ongoing platform performance updates align with ServiceNow core improvements to maintain system stability and responsiveness.

    What ServiceNow Customers Can Expect

    ServiceNow customers implementing Now Assist for FSM will benefit from streamlined field operations through AI-driven automation, accurate and efficient work order creation, and enhanced technician support via virtual assistants. The integration of multiple AI providers offers flexibility in AI model selection, while expanded mobile and workspace accessibility ensures AI capabilities are available wherever work happens. Customers can also expect improved parts management, knowledge generation, and user-friendly AI interactions that contribute to faster issue resolution and increased operational efficiency.

    Version history for the Now Assist for Field Service Management (FSM) application on the ServiceNow Store.

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

    Version history

    Version 10.0.1 - June 2026
    • New:
      • AI-powered mobile form auto-fill for field technicians.
        • Field technicians can use mobile camera to capture images and auto-populate form fields via AI image recognition, supporting smart assessments, input forms, and scripted questionnaires.
      • Consistent AI visual indicators across applications.
        • AI features now display unified gradient styles and subtle animations to indicate activity in Workspace, UI16, and mobile experiences, meeting accessibility standards.
      • Parts Debrief automation in NAP and NAVA.
        • Agents can automate parts debrief workflows, handling empty work notes, invalid part usage, quantity normalization, and error scenarios.
      • Expanded AI summarization and knowledge workflows.
        • Users can trigger work order/sidebar chat summarization and knowledge article generation across platforms with role-based workflows and answer validation.
      • Create work order agent with enhanced persona coverage.
        • System supports creating work orders from text/images in NAP/NAVA with persona validation, blocking invalid content.
      • FSM AI Mandate features available on mobile and workspace.
        • FSM AI capabilities (IT automation, NAVA integration, smart assessments) are now mobile/workspace accessible with role-based access.
      • Telemetry for AI feature usage.
        • Admins can track AI lens feature usage for FSM use cases.
      • Skill refinement for FSM digital agents.
        • FSM agents enhanced for improved automation and workflow handling.
    • Changed:
      • Broadened test and validation coverage for FSM AI use cases.
        • Testing expanded across mobile/agent/NextWave experiences to certify features.
      • Enhanced automation for AI SKU and agent studio test cases.
        • Remaining automation scenarios completed with monitoring on latest NAP version.
      • Improved parts debrief workflow handling.
        • Better management of edge cases like unrecognized assets and invalid task states.
      • Refined questionnaire answer validation in summarization workflows.
        • Validation improved across NAP/NAVA/UI16/Workspace for task summarization.
      • Performance testing for Q1 deliveries.
        • Testing conducted to ensure system stability and responsiveness.
    Version 9.1.0 - April 2026
    New: Supported version for new product tiers
    Version 9.0.3 - March 2026
    • New:
      • Parts Manager AI agent: Track and validate parts usage when closing work order tasks. The AI agent interprets activity notes to update parts statuses and automatically adjusts inventory at task closure.
      • Create Work Order from image: Create work orders by uploading photos of equipment issues. The AI agent extracts relevant information from the image to populate work order fields.
      • Primary action button for Now Assist Virtual Agent: Access Now Assist Virtual Agent from a primary action button in the ServiceNow Agent mobile app navigation bar.
      • Voice-to-text input: Use voice input when interacting with Now Assist Virtual Agent in the ServiceNow Agent mobile app.
      • AI visual indicators: Consistent gradient styles indicate when AI is assisting or augmenting an experience across Workspace, UI16, and mobile interfaces.
      • Updated icons in Now Assist Virtual Agent: Updated icons for web search, photo upload, and microphone functions.
    • Changed: Create Work Order AI agent performance improvements: Reduced latency and improved response times. Inter-agent communication was streamlined to minimize redundant processing during work order creation.
    Version 8.0.5 - December 2025
    • Added new feature to create work order from text in NAP and NAVA.
    • Included Smart Assessment / Questionnaire summary in work order task summarization.
    Version 7.1.1 - October 2025

    Update on the core platform for better performance.

    Version 5.2.1 - October 2025

    This release is for uptaking platform performance improvements.

    Version 7.1.0 - September 2025
    FSM now assist 7.1.0 supports integration with various AI model providers, including Now LLM Service, Azure OpenAI, Google Gemini, and Anthropic Claude on AWS, allowing you to choose the best fit for your skills and AI agents.
    Version 7.0.1 - August 2025
    FSM now assist 7.0.1 supports integration with various AI model providers, including Now LLM Service, Azure OpenAI, Google Gemini, and Anthropic Claude on AWS, allowing you to choose the best fit for your skills and AI agents.
    Version 6.0.1 - June 2025
    • Enable Field Service technicians to access a virtual assistant from the mobile application with Now Assist Virtual Agent.
      • Use Now Assist Virtual Agent for mobile to summarize work order tasks.
      • Explore conversational search in the Now Assist panel with results from Knowledge Base articles.
    • Now Assist Virtual Assistant (NAVA) in FSM Mobile for Task Summarization
      • Initiate the NAVA panel from a work order task record or the My tasks tab.
      • Provide technicians with a consistent and intuitive interface for quick and easy interaction.
      • Display a summary of work order tasks.
    • Conversational search in NAVA
      • Enable technicians to ask questions in natural language for quick and clear answers.
      • Allow technician to receive accurate and reliable responses sourced exclusively from the Knowledge base.
      • Provide technicians with context-aware follow-ups, including related parts or steps, for better support.
    • Now assist Context Menu [NAcm] for Work order tasks
      • The record summarization skill is enabled with NAcm capabilities. The NAcm animated icon is located in the Work Notes and Comment fields of the record. Clicking on the NACM icon initiates a call to the large language model (LLM), and the response is displayed in a modal window.
      • You can Elaborate or Shorten responses, to modify the generated response. The sparkle icon reappears when a part or the entire portion of the generated text is selected, providing a menu with options for elaborating or shortening. The selected and modified text will be replaced with the new text returned from the LLM call, while the unselected text remains unchanged. You can then paste the final generated text after applying any number of iterations of regeneration or quick actions, back into the field from which the text creation call was initiated.
    Version 5.1.0 - June 2025
    Xanadu Patch 9 Compatible Version.
    Version 6.0.0 - May 2025
    • Release Highlights:
      • Enable Field Service technicians to access a virtual assistant from the mobile application with Now Assist Virtual Agent.
      • Use Now Assist Virtual Agent for mobile to summarize work order tasks.
      • Explore conversational search in the Now Assist panel with results from Knowledge Base articles.
    • NAVA in FSM Mobile for Task Summarization:
      • Initiate the NAVA panel from a work order task record or the My tasks tab.
      • Provide technicians with a consistent and intuitive interface for quick and easy interaction.
      • Display a summary of work order tasks.
    • Conversational search in NAVA:
      • Enable technicians to ask questions in natural language for quick and clear answers.
      • Allow technician to receive accurate and reliable responses sourced exclusively from the Knowledge base.
      • Provide technicians with context-aware follow-ups, including related parts or steps, for better support.
    Version 5.0.0 - November 2024
    • New capability for knowledge generation for multi-language support
    • Now Assist Context Menu [NACM] support in Knowledge generation
    Version 4.0.1 - August 2024
    • New capability for knowledge generation
    • New capability for sidebar chat summarization
    • Generate summaries that include affected products, install baseitems, assets and linear assets
    • Improvements to the Now Assist admin controller and configuration
    Version 3.0.1 - May 2024
    • New: Demo Data to view summary for Work Order Task
    • Fixed: NAP issue during initial set up
    Version 2.0.0 - February 2024
    • Enable ability to invoke summarization of work order task at any stages of the record in Workspace and UI16.
    • Enable NAP for work order task summarization for users in desktop.
    • Role attribution in work order task summary
    • Condition builder to control the visibility of skills based on roles
    • Enhance the closure note summary in platform to invoke GenAI feature to auto generate closure notes when agent uses the UI16.
    Version 1.0.0 - November 2023

    Now Assist for FSM improves agent experience by generating closure notes using generative AI.