--- sourceDocument: australia Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/australia/delta-xanadu-australia Release : - australia ft:locale : - en-US ft:publication_title : - australia Combined Product Files ft:clusterId : - delta3ax bundleId : - delta3ax --- # Combined Advanced Work Assignment release notes for upgrades from Xanadu to Australia # Combined Advanced Work Assignment release notes for upgrades from Xanadu to Australia {#ariaid-title1} Release version: Australia Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Combined Advanced Work Assignment release notes for upgrades from Xanadu to Australia This consolidated release notes document helps ServiceNow customers prepare for upgrading Advanced Work Assignment (AWA) from the Xanadu release family through to Australia. It summarizes new features, changes, removals, deprecations, activation requirements, browser support, and other relevant upgrade information across the releases Xanadu, Yokohama, Zurich, and Australia. Show full answer Show less Notably, there were no updates for some releases (Zurich and Australia), and where no changes were made for specific sections, this is clearly indicated for ease of reference. ## New Features * **Xanadu:** * Introduction of **External Routing**, enabling integration of AWA with third-party contact-center-as-a-service (CCaaS) providers via an updated Admin UI. * Migration of AWA dashboards (Interactions, Messaging, Task, and Operations) to the Next Experience interface. * Introduction of the **External Routing Test Tools plugin** (com.glide.awa.external.testtools) with an ATF-based sample implementation to test and verify REST event processing from external routing providers. * **Yokohama:** * Support for running AWA assignments on different nodes or cadences per service channel to enhance performance and resilience. * Capability for agents to provide wrap-up codes or notes for interactions or segments they participated in, improving post-call data capture. * **Zurich and Australia:** No new features introduced. ## Changes, Removals, and Deprecations No changes, removals, or deprecations were made to Advanced Work Assignment features across the release families from Xanadu to Australia. ## Activation and Requirements * To use Advanced Work Assignment, activate the Glide Advanced Work Assignment plugin (com.glide.awa). * For External Routing functionality, activate the External Routing Support plugin (com.glide.awa-external). * No additional requirements or localization changes were introduced across these releases. ## Browser Support * Advanced Work Assignment does not support mobile devices, Internet Explorer, or legacy Microsoft Edge. * Supported browsers include Microsoft Edge based on Chromium and other browsers listed in ServiceNow's browser support documentation. * No changes to browser support were made for Zurich and Australia. ## Key Outcomes for ServiceNow Customers * Enhanced integration capability with third-party CCaaS providers through External Routing, enabling more flexible contact center workflows. * Upgraded user experience with dashboards migrated to Next Experience for improved usability and performance. * Improved assignment performance and resilience by allowing assignments to run on different nodes or cadences per service channel. * Better agent interaction data capture through wrap-up codes and notes, supporting richer analytics and reporting. * Clear guidance on activation and supported environments ensures smooth upgrades and operational continuity. Consolidated page of all release notes for Advanced Work Assignment from Xanadu to Australia. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Advanced Work Assignment release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Xanadu to Australia. Tip: If there were no updates for a release notes section in a certain family release, we included a short note for your reference. For example, if a product did not have any updates in Tokyo, the row says "No updates for this release." ## Important information for upgrading Advanced Work Assignment to Australia Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-advancedworkassignment-summary__entry__2} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## New features Between your current release family and Australia, new features were introduced for Advanced Work Assignment. {#dfrn3-advancedworkassignment-summary__entry__12} | Release | Release notes | |-|-| | Xanadu | [External routing overview](https://www.servicenow.com/docs/access?context=awa-external-routing-overview&family=xanadu&ft:locale=en-US) : Use the updated Admin UI to enable the integration of Advanced Work Assignment with third-party contact-center-as-a-service (CCaaS) providers with the External Routing functionality. [Migrating Advanced Work Assignment Dashboards](https://www.servicenow.com/docs/access?context=awa-dashboards-migration&family=xanadu&ft:locale=en-US) : Migrate the AWA dashboards - Interactions, Messaging, Task, and Operations dashboards - to Next Experience. [Define external routing test implementation](https://www.servicenow.com/docs/access?context=define-extrnl-routng-plugin&family=xanadu&ft:locale=en-US) : Defined the External Routing Test Tools plugin (com.glide.awa.external.test_tools) with a simplified external-routing-provider ATF-based sample implementation to receive and process REST calls about external events.Align the payloads generated by the demo data for the sample implementation to process and use the ATF-based tool to verify any modified components. | | Yokohama | [Service channels](https://www.servicenow.com/docs/access?context=awa-service-channels&family=yokohama&ft:locale=en-US) : Run AWA assignments on different nodes or cadences for different service channels to improve performance and resilience. [Use](https://www.servicenow.com/docs/access?context=using-awa&family=yokohama&ft:locale=en-US) : Enable agents with the ability to provide wrap-up codes or notes for interactions or segments that the agent was involved in. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Changes Between your current release family and Australia, some changes were made to existing Advanced Work Assignment features. {#dfrn3-advancedworkassignment-summary__entry__22} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Removed Between your current release family and Australia, some Advanced Work Assignment features or functionality were removed. {#dfrn3-advancedworkassignment-summary__entry__32} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Deprecations Between your current release family and Australia, some Advanced Work Assignment features or functionality were deprecated. {#dfrn3-advancedworkassignment-summary__entry__42} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Activation information Review information on how to activate Advanced Work Assignment. {#dfrn3-advancedworkassignment-summary__entry__52} | Release | Release notes | |-|-| | Xanadu | Advanced Work Assignment is a ServiceNow AI Platform feature that is available with activation of the Glide Advanced Work Assignment plugin (com.glide.awa). For details, see [Activate Advanced Work Assignment](https://www.servicenow.com/docs/access?context=awa-activate&family=xanadu&ft:locale=en-US). To use the External routing functionality on your instance, you must activate the External Routing Support plugin (com.glide.awa-external). | | Yokohama | Activation information : Advanced Work Assignment is a ServiceNow AI Platform feature that is available with activation of the Glide Advanced Work Assignment plugin (com.glide.awa). For details, see [Activate Advanced Work Assignment](https://www.servicenow.com/docs/access?context=awa-activate&family=yokohama&ft:locale=en-US). To use the External routing functionality on your instance, you must activate the External Routing Support plugin (com.glide.awa-external). | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Additional requirements If any additional requirements were introduced or changed for Advanced Work Assignment we have noted them here. {#dfrn3-advancedworkassignment-summary__entry__62} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Browser requirements If any specific browser requirements were introduced or changed for Advanced Work Assignment we have noted them here. {#dfrn3-advancedworkassignment-summary__entry__72} | Release | Release notes | |-|-| | Xanadu | Advanced Work Assignment doesn't support mobile devices, Internet Explorer, or Microsoft Edge. Instead, use Microsoft Edge -Chromium or one of the other supported browsers that are listed in [Browser support](https://www.servicenow.com/docs/access?context=browser-support&family=xanadu&ft:locale=en-US). | | Yokohama | Browser requirements : Advanced Work Assignment doesn't support mobile devices, Internet Explorer, or Microsoft Edge. Instead, use Microsoft Edge - Chromium or one of the other supported browsers that are listed in Browser support. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Accessibility information Review details on accessibility information for Advanced Work Assignment, such as specific requirements or compliance levels. {#dfrn3-advancedworkassignment-summary__entry__82} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Localization information If there are specific localization considerations for Advanced Work Assignment we have noted them here. {#dfrn3-advancedworkassignment-summary__entry__92} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Highlight information If there are specific highlight considerations for Advanced Work Assignment we have noted them here. {#dfrn3-advancedworkassignment-summary__entry__102} | Release | Release notes | |-|-| | Xanadu | * Enable Advanced Work Assignment integration with third-party providers with the External Routing feature. * Migrate the Advanced Work Assignment dashboards to Next Experience. * Defined the External Routing Test Tools plugin (com.glide.awa.external.test_tools) with a simple external routing ATF-based test implementation. See [Advanced Work Assignment](https://www.servicenow.com/docs/access?context=awa-application-landing-page&family=xanadu&ft:locale=en-US) for more information. | | Yokohama | * Run assignments on different nodes or cadences for different service channels to improve the AWA application's performance and resilience. * Provide wrap-up codes or notes for interactions or segments that the agent is involved in at the end of a call. See [Advanced Work Assignment](https://www.servicenow.com/docs/access?context=awa-application-landing-page&family=yokohama&ft:locale=en-US) for more information. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ]