--- 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 Universal Request release notes for upgrades from Xanadu to Australia # Combined Universal Request 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) 3 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 Universal Request Release Notes for Upgrades from Xanadu to Australia This consolidated release notes page provides ServiceNow customers with essential information about upgrading Universal Request from the Xanadu release family to the Australia release family. It summarizes new features, changes, removals, deprecations, activation instructions, and other relevant details across releases from Xanadu through Australia. The notes clarify that no updates occurred in intermediate releases (Yokohama, Zurich), focusing primarily on the Australia release. Show full answer Show less ## Key Features in Australia Release * **Inter-department Communication:** Enhances collaboration among agents working on associated tickets through Sidebar discussions and Discuss options. Administrators can restrict agent participation using controlled lists and apply consistent access permissions across related tickets, improving teamwork and ticket resolution. * **Universal Request Router Agentic Workflow:** Enables employees to request assistance for services that are difficult to find in the catalog or require support from multiple departments. This AI-powered workflow facilitates departmental ticket creation, simplifying complex service requests. ## Changes, Removals, and Deprecations There are no changes, removals, or deprecations to Universal Request features between Xanadu and Australia releases. This ensures stability and consistency for customers upgrading from earlier versions. ## Activation Information To enable Universal Request in the Australia release, activate the Universal Request plugin (**com.snc.universalrequest**). Customers should refer to activation instructions to properly enable this functionality within their ServiceNow instance. ## Additional Notes * No additional requirements, browser requirements, accessibility information, or localization considerations have been introduced or changed in the Australia release. * The release highlights focus on improved agent collaboration and streamlined handling of complex service requests through AI-driven workflows. ## Practical Benefits for Customers Upgrading to Australia enables ServiceNow customers to: * Improve agent collaboration across departments for faster and more efficient ticket resolution. * Allow employees to raise requests for hard-to-find catalog services or issues that span multiple departments using AI-assisted workflows. * Maintain a stable Universal Request environment without disruptions from removed or deprecated features. * Easily activate and start using Universal Request with straightforward plugin activation. Consolidated page of all release notes for Universal Request from Xanadu to Australia. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Universal Request 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 Universal Request to Australia Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-universalrequest-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 Universal Request. {#dfrn3-universalrequest-summary__entry__12} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | [Inter-department communication](https://www.servicenow.com/docs/access?context=ur-create-universal-request-record&family=australia&ft:locale=en-US) : Improve inter-departmental communication by enabling agents to effectively collaborate on associated tickets using the Sidebar discussions and Discuss options. Control agent participation through restricted lists and apply access permissions consistently across associated tickets. [Universal Request Router agentic workflow](https://www.servicenow.com/docs/access?context=agentic-flow-ur&family=australia&ft:locale=en-US) : Enable employees to request help with services that are hard to locate in the catalog listing or need support from multiple departments. | [ ] ## Changes Between your current release family and Australia, some changes were made to existing Universal Request features. {#dfrn3-universalrequest-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 Universal Request features or functionality were removed. {#dfrn3-universalrequest-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 Universal Request features or functionality were deprecated. {#dfrn3-universalrequest-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 Universal Request. {#dfrn3-universalrequest-summary__entry__52} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | Activation information : Universal Request is available with activation of the Universal Request plugin (com.snc.universal_request). For details, see [Activate Universal Request](https://www.servicenow.com/docs/access?context=activate-ur-plugin&family=australia&ft:locale=en-US). | [ ] ## Additional requirements If any additional requirements were introduced or changed for Universal Request we have noted them here. {#dfrn3-universalrequest-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 Universal Request we have noted them here. {#dfrn3-universalrequest-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 Universal Request, such as specific requirements or compliance levels. {#dfrn3-universalrequest-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 Universal Request we have noted them here. {#dfrn3-universalrequest-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 Universal Request we have noted them here. {#dfrn3-universalrequest-summary__entry__102} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | * Enable employees raise tickets for hard-to-find catalog services or issues requiring interdepartmental collaboration using the Agentic AI flow for departmental ticket creation. * Resolve universal requests efficiently by enabling effective communication among agents from different departments. See [Universal Request](https://www.servicenow.com/docs/access?context=ur-landing-limitedaccess&family=australia&ft:locale=en-US) for more information. | [ ]