--- 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 Care Team Operations for Healthcare IT release notes for upgrades from Xanadu to Australia # Combined Care Team Operations for Healthcare IT 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) 6 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 Care Team Operations for Healthcare IT Release Notes from Xanadu to Australia This consolidated document provides ServiceNow customers with a comprehensive view of the release notes for Care Team Operations for Healthcare IT upgrades from the Xanadu through to the Australia release. It summarizes new features, important upgrade information, activation instructions, and other relevant updates to assist customers in planning and executing their upgrade effectively. Show full answer Show less ## Important Upgrade Information for Australia The Australia release enhances security by introducing granular control over read-only fields within the ServiceNow AI Platform®. A new "readonlyoption" field enables stricter or more flexible read-only settings without impacting backward compatibility. Customers with the feature administrator role now have expanded capabilities to complete tasks previously limited to administrators. Detailed technical guidance is available in KB2718122. ## Key Features Introduced in Recent Releases * **Yokohama:** Expanded healthcare IT case management to support custom IT support requests, with the Care Team Portal enabling direct IT requests via pre-configured record producers. Synchronization between healthcare IT cases and incidents improves visibility and fulfillment collaboration. * **Zurich:** Enhanced role management with new responsibilities for support department agents and managers, allowing more selective user access within healthcare organizations. * **Australia:** Introduction of three AI licensing tiers (Foundation, Advanced, Prime) granting access to varying AI capabilities including generative AI skills and agentic workflows. Now Assist in Virtual Agent enables conversational creation of support requests for multiple departments through Care Team Portal and Mobile. The new Care Team Operations Case Creation AI voice agent allows care team members to create cases by phone, requiring the relevant plugin. ## Changes, Removals, and Deprecations No changes, removals, or deprecations to Care Team Operations for Healthcare IT features were reported between the Xanadu and Australia releases, ensuring stability and continuity of functionality. ## Activation and Installation Care Team Operations for Healthcare IT is available via the ServiceNow Store. Customers should request installation through the store portal. This applies consistently across Yokohama, Zurich, and Australia releases. Refer to the ServiceNow Store version history release notes for cumulative information on all app releases. ## Additional Considerations There were no updates or new requirements reported related to browser compatibility, accessibility compliance, localization, or other special considerations throughout these releases. ## Summary of Benefits for ServiceNow Customers * Improved security controls for read-only fields strengthen instance protection while maintaining flexibility. * Enhanced case management features facilitate IT support request handling directly within care team workflows, increasing operational efficiency. * Role-based access enhancements improve user management and security. * AI-powered conversational interfaces simplify case creation via chat and voice, reducing manual effort and accelerating support processes. * Consistent activation through the ServiceNow Store streamlines deployment and upgrade activities. Consolidated page of all release notes for Care Team Operations for Healthcare IT from Xanadu to Australia. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Care Team Operations for Healthcare IT 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 Care Team Operations for Healthcare IT to Australia Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-careteamoperationsforhealthcareit-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 | Upgrade information : The Australia release introduces enhanced protections for read‑only fields across the ServiceNow AI Platform®. These changes include a new "read_only_option" field with granular control levels, including "strict_read_only" and "client_script_modifiable". The changes occur in the back end and maintain backward‑compatible behavior. This update helps strengthen your instance security while preserving the flexibility you need. Refer to [KB2718122](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2718122) for additional technical details on how to identify affected fields and adjust their settings. For more information about granular read-only security options, see [Configuring read-only security options](https://www.servicenow.com/docs/access?context=read-only-option&family=australia&ft:locale=en-US). If you have the feature administrator role you can now complete tasks that were initially reserved for users with the broader administrator role. | [ ] ## New features Between your current release family and Australia, new features were introduced for Care Team Operations for Healthcare IT. {#dfrn3-careteamoperationsforhealthcareit-summary__entry__12} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | [Healthcare IT case overview](https://www.servicenow.com/docs/access?context=hcl-cto-it-case&family=yokohama&ft:locale=en-US) : Expand healthcare cases to support custom support requests for your organization's IT department. [Care Team Portal IT requests](https://www.servicenow.com/docs/access?context=requesting-cto-it&family=yokohama&ft:locale=en-US) : Request support from your organization's IT department with pre-configured record producers. [Healthcare IT cases and incident synchronization](https://www.servicenow.com/docs/access?context=fulfilling-cto-it&family=yokohama&ft:locale=en-US) : Care Team Operations for Healthcare IT links Healthcare IT cases and incidents, enabling care teams to get visibility into all IT cases reported by their team while also providing IT support teams with the ability to fulfill cases as incidents | | Zurich | [Setting up roles and responsibilities in Care Team Operations for Healthcare IT](https://www.servicenow.com/docs/access?context=hco-it-set-up-roles-responsibilities&family=zurich&ft:locale=en-US) : Roles and responsibilities are updated to allow for more selective user access. The following responsibilities were added: * Support department agent * Support department manager Users can be assigned these responsibilities in the Edit member related list within healthcare organizations. | | Australia | [ServiceNow product tiers](https://www.servicenow.com/docs/access?context=ai-native-sku-overview&family=australia&ft:locale=en-US) : The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available: * Foundation: AI basics to deliver insights * Advanced: AI to boost productivity across relevant use cases * Prime: Act autonomously with all AI assets, and create your own Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. [Create support requests using Now Assist in Virtual Agent](https://www.servicenow.com/docs/access?context=hcls-agentic-ai-use-cases&family=australia&ft:locale=en-US) : Create support requests for healthcare IT, biomed, facilities, or environmental services departments through Now Assist in Virtual Agent conversationally. This workflow resolves missing or unclear details through clarifying questions and validates the request using the Care team operations case Intake and Care team operations case Creation AI agents and is available in Care Team Portal and Care Team Mobile. [Care Team Operations Case Creation AI voice agent](https://www.servicenow.com/docs/access?context=hco-now-assist-voice-agent&family=australia&ft:locale=en-US) : The Care Team Operations Case Creation AI voice agent enables care team members to create cases conversationally over the phone. Note: For the Care Team Operations Case Creation AI voice agent to create cases, the Care Team Operations plugin for cases of that request type must be installed. | [ ] ## Changes Between your current release family and Australia, some changes were made to existing Care Team Operations for Healthcare IT features. {#dfrn3-careteamoperationsforhealthcareit-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 Care Team Operations for Healthcare IT features or functionality were removed. {#dfrn3-careteamoperationsforhealthcareit-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 Care Team Operations for Healthcare IT features or functionality were deprecated. {#dfrn3-careteamoperationsforhealthcareit-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 Care Team Operations for Healthcare IT. {#dfrn3-careteamoperationsforhealthcareit-summary__entry__52} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | Activation information : Install Care Team Operations for Healthcare IT by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the [ServiceNow Store version history release notes](https://www.servicenow.com/docs/access?context=sn-store-release-notes&family=yokohama&ft:locale=en-US). Important: Care Team Operations for Healthcare IT is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Zurich | Activation information : Install Care Team Operations for Healthcare IT by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the [ServiceNow Store version history release notes](https://www.servicenow.com/docs/access?context=sn-store-release-notes&family=zurich&ft:locale=en-US). Important: Care Team Operations for Healthcare IT is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Australia | Activation information : Install Care Team Operations for Healthcare IT by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the [ServiceNow Store version history release notes](https://www.servicenow.com/docs/access?context=sn-store-release-notes&family=australia&ft:locale=en-US). Important: Care Team Operations for Healthcare IT is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | [ ] ## Additional requirements If any additional requirements were introduced or changed for Care Team Operations for Healthcare IT we have noted them here. {#dfrn3-careteamoperationsforhealthcareit-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 Care Team Operations for Healthcare IT we have noted them here. {#dfrn3-careteamoperationsforhealthcareit-summary__entry__72} | 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. | [ ] ## Accessibility information Review details on accessibility information for Care Team Operations for Healthcare IT, such as specific requirements or compliance levels. {#dfrn3-careteamoperationsforhealthcareit-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 Care Team Operations for Healthcare IT we have noted them here. {#dfrn3-careteamoperationsforhealthcareit-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 Care Team Operations for Healthcare IT we have noted them here. {#dfrn3-careteamoperationsforhealthcareit-summary__entry__102} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | * Automate healthcare operations by enabling IT support request creation and fulfillment. * Create IT support requests from directly within the Care Team Portal. * Gain full visibility into reported IT cases while enabling IT teams to manage and fulfill them as incidents efficiently. See [Care Team Operations for Healthcare IT](https://www.servicenow.com/docs/access?context=hcls-cto-it-app&family=yokohama&ft:locale=en-US) for more information. | | Zurich | Assign roles and responsibilities more efficiently with an updated user configuration process. See [Care Team Operations for Healthcare IT](https://www.servicenow.com/docs/access?context=hcls-cto-it-app&family=zurich&ft:locale=en-US) for more information. | | Australia | * Use the conversational abilities of Now Assist in Virtual Agent in Care Team Portal or Care Team Mobile to create requests for support departments. * Leverage the Care Team Operations Case Creation AI voice agent enables to create cases conversationally over the phone. * Care Team Operations for Healthcare IT has received security enhancements in the Australia release. See [Care Team Operations for Healthcare IT](https://www.servicenow.com/docs/access?context=hcls-cto-it-app&family=australia&ft:locale=en-US) for more information. | [ ]