ServiceNow Otto for Order Management release notes

  • Release version: Store
  • Updated August 6, 2026
  • 2 minutes to read
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    Summary of ServiceNow Otto for Order Management Release Notes

    ServiceNow Otto for Order Management is an AI-enhanced application designed to automate and streamline complex order management and invoice dispute processes for enterprises handling high-volume orders. It integrates generative AI and intelligent workflows to reduce manual tasks, speed up case resolution, and improve customer satisfaction. The product has evolved through multiple versions, introducing enhancements in AI capabilities, user interaction, and operational automation while maintaining existing configurations and entitlements.

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    Key Features

    • AI-Powered Assistance: The platform includes conversational AI agents embedded in workspaces and portals, facilitating order capture, invoice dispute intake, and case management through chat and voice interfaces.
    • Order Exception Automation: Automates creation, validation, and resolution of order exception cases such as Expedite, Additional Quantity, and Ship to Different Location requests using Virtual Agent with inline intent extraction and validation against inventory and business rules.
    • Seamless Human Handoff: Ensures uninterrupted transfer of conversation context, case numbers, and links to live agents for complex scenarios or where AI resolution is not possible.
    • Invoice Dispute Management: Enables B2B customers to create and resolve invoice dispute cases autonomously via AI chat and voice assistants, with agents receiving insights from similar past cases to expedite resolution.
    • Workspace Enhancements: AI assistants help human agents with order-related tasks such as bulk updates, managing line items, and creating order cases within a single interface, reducing errors and processing time.
    • Security and Roles: The Manage Invoice Operations subflow runs with appropriate user roles to maintain secure updates and interaction-related record creation.
    • Branding Update: Reflects the new AI experience brand "ServiceNow Otto" without changing product functionality or customer entitlements.

    Key Outcomes

    • Significant reduction in manual intervention for order and invoice dispute management processes.
    • Faster resolution times through AI automation and intelligent workflow orchestration.
    • Improved customer experience by enabling self-service via Virtual Agent and quick escalation when needed.
    • Enhanced agent productivity with AI assistance providing relevant insights, action recommendations, and reducing repetitive tasks.
    • Consistent and accurate handling of order exceptions and invoice disputes with validation against business rules and real-time tracking.
    • Continued compatibility with ServiceNow platform upgrades and adherence to security best practices.

    Version history for the ServiceNow® ServiceNow Otto for Order Management application on the ServiceNow Store.

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.
    Version 2.3.2 - August 2026 (Zurich)
    Changed: ServiceNow Otto is the new AI experience brand. This change is reflected in the name of ServiceNow products, including Now Assist for Order Management. Your product entitlements remain unchanged. There is no change to functionality or existing customer configurations.
    Version 2.2.2 - July 2026
    • Changed:
      • The Manage Invoice Operations subflow now runs as the user who initiates the session.
      • The subflow has been assigned the interaction_Agent and sn_csm_invoice.writer roles to maintain its ability to update work notes and create interaction-related records.
    Version 2.2.1 - June 2026 (Zurich)
    • Automate the end-to-end creation, validation, and resolution of order exception cases on the Business Portal for Expedite, Additional Quantity, and Ship to Different Location requests.
    • Capture customer inputs in the Virtual Agent, extract intent and values inline, validate them against inventory, availability, location, and unit-of-measure rules, and confirm with the customer before acting.
    • Run a pricing threshold check and, when required, generate a quote for customer approval before resolving the case and updating case lines to Resolved.
    • Hand off seamlessly to a live agent at any failure or rejection point, with full conversation context, case number, and a clickable case link in NAVA preserved.
    Version 2.1.0 - May 2026
    Enhanced the prompts for Order Capture and Order Approval Flow for Order Summarization.
    Version 2.0.7 - April 2026
    Maintenance release. Contains internal code updates with no impact to existing functionality or user-facing behavior.
    Version 2.0.3 - March 2026 (Zurich)
    • New:
      • An AI-powered assistant that handles invoice dispute intake directly from the portal, resolves eligible cases autonomously, and seamlessly escalates to a human agent when needed. In the workspace, it continues to assist human agents by providing relevant insights and actions to accelerate resolution.
      • RMA AI Agent can automate case intake, guide customers through diagnostics, validate entitlements and service contract to pre authorize RMA Cases to provide appropriate resolution and provide real time tracking of the updates to customer personas
      • Assist Order Management AI Agent for order management is a conversational assistant embedded in the order workspace that can help answer context-specific questions, take actions, all within a single interface. It can help agents perform bulk updates, manage line items, and create order cases directly from an order. It helps order agents reduce processing time and minimize the risk of errors when performing repetitive tasks.
      • Manage invoice operations
        • Enable business-to-business (B2B) customers to create invoice dispute cases through AI-powered chat and voice assistants that guide them through conversational dispute intake on the Business Portal.
        • Provide uninterrupted handoff to human agents to support complex use cases, with full conversation context transferred to the CSM/FSM Configurable Workspace.
        • Help accelerate invoice dispute resolution by surfacing similar cases and common resolution patterns in the Now Assist panel. Agents can request help with an invoice case to view how similar disputes were resolved, reducing research time and improving consistency.
    Version 1.0.2 - January 2026 (Zurich)
    Now Assist for Order Management leverages generative AI and ServiceNow's intelligent workflows to streamline complex order management processes. Designed for enterprises managing high-volume orders, this solution reduces manual intervention, accelerates resolution times, and improves customer satisfaction.
    Version 1.0.1 - January 2026 (Yokohama)
    • Now Assist for Order Management leverages generative AI and ServiceNow’s intelligent workflows to streamline complex order management processes.
    • Designed for enterprises managing high-volume orders, this solution reduces manual intervention, accelerates resolution times, and improves customer satisfaction.