--- sourceDocument: australia Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/australia/delta-yokohama-australia Release : - australia ft:locale : - en-US ft:publication_title : - australia Combined Product Files ft:clusterId : - delta3ay bundleId : - delta3ay --- # Combined ServiceNow Otto for FSM release notes for upgrades from Yokohama to Australia # Combined ServiceNow Otto for FSM release notes for upgrades from Yokohama to Australia {#ariaid-title1} Release version: Australia Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 9 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 ServiceNow Otto for FSM Release Notes for Upgrades from Yokohama to Australia This consolidated release notes document provides ServiceNow customers with detailed information about upgrading ServiceNow Otto for Field Service Management (FSM) from the Yokohama release family to Australia. It covers new features, changes, activation, requirements, and enhancements introduced across the releases from Yokohama through Zurich to Australia, enabling customers to prepare effectively for their upgrade. Show full answer Show less ## New Features * **AI Model Provider Options:** Expanded support for third-party AI models including Google Gemini and AWS Claude alongside existing Now LLM Service and Azure OpenAI for Now Assist skills and AI agents. * **Custom Template and Prompt Support:** Administrators can clone and customize Knowledge Base (KB) generation and Work Order task summarization skills to tailor AI-driven capabilities. * **Now Assist Panel and Virtual Agent Enhancements:** * Assistant for FSM allows initiation of the Now Assist panel directly from work order tasks or My Tasks tab for consistent and intuitive technician support. * Voice-to-text input enabled in Now Assist Virtual Agent within the ServiceNow Agent mobile app for hands-free interaction. * Primary action button added in the mobile app navigation bar for quick access to Now Assist Virtual Agent, configurable by administrators. * **AI Agents for Work Order Efficiency:** * **Parts Manager AI agent:** Tracks and validates parts usage upon closing work order tasks, automatically updating inventory and interpreting activity notes. * **Create Work Order AI agent:** Generates work orders from written issue descriptions or images uploaded via the Now Assist panel or mobile app, improving technician productivity. ## Changes * **Now Assist Usage Measurement:** Transitioned to a 365-day burn-down model resetting at contract anniversary, impacting how usage is tracked and managed. * **Default Skill Activation:** New installations activate designated Now Assist skills by default. Existing customers upgrading may see previously unconfigured skills enabled automatically. * **Access Control for AI Agents:** Administrators can now configure ACLs to control discovery and triggering of AI agents and workflows, defining user roles and public access. * **Visual and UI Enhancements:** * Consistent AI visual indicators with animated gradients across Workspace, UI16, and mobile interfaces show AI processing status. * Updated icons in Now Assist Virtual Agent for web search, photo upload, and microphone functions improve usability. * Coral theme introduced as the default for new portal and mobile experiences, with a dark theme option available. * **Performance Improvements:** Optimizations to the Create Work Order AI agent reduce latency and streamline processing to improve response times. * **Removed Prompt Headers:** Prompt headers were removed from work order summarization skills to enhance compatibility with third-party large language models, allowing prompt customization via hyperlinks. ## Activation and Requirements * Activation of Now Assist features requires enabling the ServiceNow Otto for FSM plugin, available in the ServiceNow Store. * The application requires the Field Service Management product to function correctly. ## Additional Notes * No specific updates or changes were noted for browser requirements, accessibility, localization, or feature removals and deprecations between Yokohama and Australia releases. * Where no updates occurred in a release, this was explicitly noted for customer clarity. ## Practical Benefits for ServiceNow Customers * Improved AI-driven automation and technician support streamline FSM operations and reduce manual effort. * Expanded AI capabilities with new provider options and customizable templates enable tailored AI solutions. * Enhanced mobile app features such as voice input and quick access buttons improve field technician productivity and ease of use. * Visual consistency and theme updates provide a modern, intuitive user experience across platforms. * Clear upgrade guidance and activation instructions help ensure a smooth transition to the Australia release. Consolidated page of all release notes for ServiceNow Otto for FSM from Yokohama to Australia. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family ServiceNow Otto for FSM release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Yokohama 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 ServiceNow Otto for FSM to Australia Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-servicenowottoforfsm-summary__entry__2} | Release | Release notes | |-|-| | 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 ServiceNow Otto for FSM. {#dfrn3-servicenowottoforfsm-summary__entry__10} | Release | Release notes | |-|-| | Yokohama | [New third-party AI model provider options available for all Now Assist applications](https://www.servicenow.com/docs/access?context=exploring-large-language-models&family=yokohama&ft:locale=en-US) : Google Gemini and AWS Claude are available for Now Assist skills and AI agents in addition to Now LLM Service and Azure OpenAI. [Custom template and custom prompt support](https://www.servicenow.com/docs/access?context=customize-a-skill&family=yokohama&ft:locale=en-US) : As an admin, you can clone the KB generation skill and customize the input fields. You can also clone the Work order task summarization skill, then access the skill in the Now Assist skill kit, and update the prompts. [Create an Assistant for Field Service Management](https://www.servicenow.com/docs/access?context=activate-virtual-agent-for-field-service-management&family=yokohama&ft:locale=en-US) to do the following: : * Initiate the Now Assist panel from a work order task record or the My tasks tab. * Provide technicians with a consistent and intuitive interface for quick and effortless interaction. * Display a summary of work order tasks. [Use conversational search for technician support](https://www.servicenow.com/docs/access?context=use-conversational-search-for-technician-support&family=yokohama&ft:locale=en-US) to do the following: : * Enable technicians to ask questions in natural language for quick and clear answers. * Enable technicians 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. | | Zurich | [AI agent: Parts Manager](https://www.servicenow.com/docs/access?context=fsm-ai-agent-use-cases&family=zurich&ft:locale=en-US) : Track and validate parts usage when closing work order tasks. The Parts Manager AI agent analyzes activity notes to update parts statuses and automatically adjusts inventory when tasks are closed. The AI agent is available through the Now Assist panel on platform and through the ServiceNow Agent mobile app. [AI agent: Create Work Order from image](https://www.servicenow.com/docs/access?context=fsm-ai-agent-use-cases&family=zurich&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=now-assist-fsm&family=zurich&ft:locale=en-US) : Access Now Assist Virtual Agent from a primary action button in the ServiceNow Agent mobile app navigation bar. Administrators can configure this button to launch Now Assist Virtual Agent or another global function. [Voice-to-text input in Now Assist Virtual Agent](https://www.servicenow.com/docs/access?context=now-assist-fsm&family=zurich&ft:locale=en-US) : Use voice input when interacting with Now Assist Virtual Agent in the ServiceNow Agent mobile app. Tap the microphone icon to dictate messages instead of typing. [AI agent: Create Work Order](https://www.servicenow.com/docs/access?context=fsm-ai-agent-use-cases&family=zurich&ft:locale=en-US) : You can leverage AI to create work orders from a written description of the issue. The Create Work Order AI agent is available through the Now Assist panel on platform and through the ServiceNow Agent mobile app. [New third-party AI model provider options available for all AI applications](https://www.servicenow.com/docs/access?context=exploring-large-language-models&family=zurich&ft:locale=en-US) : Google Gemini and AWS Claude are available for generative AI skills and AI agents, in addition to Now LLM Service and Azure OpenAI. [Custom template and custom prompt support](https://www.servicenow.com/docs/access?context=customize-a-skill&family=zurich&ft:locale=en-US) : As an admin, you can clone the KB generation skill and customize the input fields. You can also clone the Work order task summarization skill, then access the skill in the Now Assist skill kit, and update the prompts. | | Australia | [AI agent: Parts Manager](https://www.servicenow.com/docs/access?context=fsm-ai-agent-parts-manager&family=australia&ft:locale=en-US) : Track and validate parts usage when closing work order tasks. The Parts Manager AI agent interprets activity notes to update parts statuses and automatically adjusts inventory when tasks are closed. The AI agent is available through the Now Assist panel on platform and through the ServiceNow Agent mobile app. [AI agent: Create Work Order from image](https://www.servicenow.com/docs/access?context=fsm-ai-agent-create-work-order-image&family=australia&ft:locale=en-US) : Create work orders by uploading photos of equipment issues. The AI agent extracts relevant information from the image to populate work order fields. A cancel option is available when selecting photos from the camera or photo library. [Voice-to-text input in Now Assist Virtual Agent](https://www.servicenow.com/docs/access?context=fsm-nava-voice-to-text&family=australia&ft:locale=en-US) : Use voice input when interacting with Now Assist Virtual Agent in the ServiceNow Agent mobile app. Tap the microphone icon to dictate messages instead of typing. [New third-party AI model provider options available for all AI applications](https://www.servicenow.com/docs/access?context=exploring-large-language-models&family=australia&ft:locale=en-US) : Google Gemini and AWS Claude are available for generative AI skills and AI agents, in addition to Now LLM Service and Azure OpenAI. | [ ] ## Changes Between your current release family and Australia, some changes were made to existing ServiceNow Otto for FSM features. {#dfrn3-servicenowottoforfsm-summary__entry__18} | Release | Release notes | |-|-| | Yokohama | [Changes to Now Assist usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&family=yokohama&ft:locale=en-US) : Starting with Yokohama Patch 5, Now Assist usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to [KB KB2704710: Now Assist Usage - Overview \& New Measurement Logic](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). [Some Now Assist skills are turned on by default](https://www.servicenow.com/docs/access?context=now-assist-skills-on-by-default&family=yokohama&ft:locale=en-US) : The new default behavior works as follows: * New customers: When you install a Now Assist product, designated skills are turned on automatically. * Existing customers who are upgrading (starting with Yokohama Patch 11): Any previously unconfigured skill is turned on automatically (the skill was never configured and turned on, then turned off again). Previously configured skills that were turned on, then off, remain inactive. [Configure ACLs for AI agents and agentic workflows](https://www.servicenow.com/docs/access?context=aia-security-implementation&family=yokohama&ft:locale=en-US) : Configure the access control lists for who can discover and trigger AI agents and agentic workflows in their guided setups in AI Agent Studio. You can determine whether an AI agent or agentic workflow behaves as a dynamic user or as an AI user. You can also specify if an AI agent or agentic workflow can be available to all authenticated users or publicly available. [Removed prompt headers](https://www.servicenow.com/docs/access?context=cust-now-assist-fsm-wot-summarization-skill&family=yokohama&ft:locale=en-US) : The prompt headers have been removed from the work order summarization skill to support third-party Large Language Models (LLMs). You can now customize prompts via a hyperlink to the Now Assist skill. | | Zurich | [AI visual indicators](https://www.servicenow.com/docs/access?context=now-assist-fsm&family=zurich&ft:locale=en-US) : Consistent gradient styles indicate when AI is assisting or augmenting an experience. Gradients appear across AI-powered features in Workspace, UI16, and mobile interfaces. Gradients subtly animate during AI processing and return to a static state when complete. [Updated icons in Now Assist Virtual Agent](https://www.servicenow.com/docs/access?context=now-assist-fsm&family=zurich&ft:locale=en-US) : The Now Assist Virtual Agent interface includes updated icons for web search, photo upload, and microphone functions. [Create Work Order AI agent performance improvements](https://www.servicenow.com/docs/access?context=fsm-ai-agent-use-cases&family=zurich&ft:locale=en-US) : The Create Work Order AI agent was optimized to reduce latency and improve response times. Inter-agent communication was streamlined to minimize redundant processing during work order creation. Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [Removed prompt headers](https://www.servicenow.com/docs/access?context=cust-now-assist-fsm-wot-summarization-skill&family=zurich&ft:locale=en-US) : The prompt headers have been removed from the work order summarization skill to support third-party large language models. You can now customize prompts via a hyperlink to the Now Assist skill. | | Australia | [Primary action button for Now Assist Virtual Agent](https://www.servicenow.com/docs/access?context=now-assist-fsm&family=australia&ft:locale=en-US) : Access Now Assist Virtual Agent from a primary action button in the ServiceNow Agent mobile app navigation bar. Administrators can configure this button to launch Now Assist Virtual Agent or another global function. When configured for Virtual Agent, tapping the button opens Now Assist without additional navigation steps. [AI visual indicators](https://www.servicenow.com/docs/access?context=now-assist-fsm&family=australia&ft:locale=en-US) : Consistent gradient styles indicate when AI is assisting or augmenting an experience. Gradients appear across AI-powered features in Workspace, UI16, and mobile interfaces. Gradients subtly animate during AI processing and return to a static state when complete. [Updated icons in Now Assist Virtual Agent](https://www.servicenow.com/docs/access?context=now-assist-fsm&family=australia&ft:locale=en-US) : The Now Assist Virtual Agent interface includes updated icons for web search, photo upload, and microphone functions. [Create Work Order AI agent performance improvements](https://www.servicenow.com/docs/access?context=fsm-ai-agent-create-work-order&family=australia&ft:locale=en-US) : The Create Work Order AI agent was optimized to reduce latency and improve response times. Inter-agent communication was streamlined to minimize redundant processing during work order creation. | [ ] ## Removed Between your current release family and Australia, some ServiceNow Otto for FSM features or functionality were removed. {#dfrn3-servicenowottoforfsm-summary__entry__26} | Release | Release notes | |-|-| | 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 ServiceNow Otto for FSM features or functionality were deprecated. {#dfrn3-servicenowottoforfsm-summary__entry__34} | Release | Release notes | |-|-| | 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 ServiceNow Otto for FSM. {#dfrn3-servicenowottoforfsm-summary__entry__42} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | Activation information : Now Assist features are available with activation of the ServiceNow Otto for FSM plugin. For more information, see [Install plugins for ServiceNow Otto](https://www.servicenow.com/docs/access?context=install-now-assist-feature-plugins&family=zurich&ft:locale=en-US). Important: ServiceNow Otto for FSM is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Australia | Activation information : Now Assist features are available with activation of the ServiceNow Otto for FSM plugin. For more information, see [Install plugins for ServiceNow Otto](https://www.servicenow.com/docs/access?context=install-now-assist-feature-plugins&family=australia&ft:locale=en-US). Important: ServiceNow Otto for FSM 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 ServiceNow Otto for FSM we have noted them here. {#dfrn3-servicenowottoforfsm-summary__entry__50} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | Additional requirements : The ServiceNow Otto for FSM application requires Field Service Management. | | Australia | Additional requirements : The ServiceNow Otto for FSM application requires Field Service Management. | [ ] ## Browser requirements If any specific browser requirements were introduced or changed for ServiceNow Otto for FSM we have noted them here. {#dfrn3-servicenowottoforfsm-summary__entry__58} | Release | Release notes | |-|-| | 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 ServiceNow Otto for FSM, such as specific requirements or compliance levels. {#dfrn3-servicenowottoforfsm-summary__entry__66} | Release | Release notes | |-|-| | 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 ServiceNow Otto for FSM we have noted them here. {#dfrn3-servicenowottoforfsm-summary__entry__74} | Release | Release notes | |-|-| | 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 ServiceNow Otto for FSM we have noted them here. {#dfrn3-servicenowottoforfsm-summary__entry__82} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | * Track and validate parts usage during work order task closure with the Parts Manager AI agent. * Create work orders from images by uploading photos of equipment issues through the Now Assist panel or ServiceNow Agent mobile app. * Access Now Assist Virtual Agent from a primary action button in the mobile app navigation bar. * Use voice-to-text input when interacting with Now Assist Virtual Agent in the ServiceNow Agent mobile app. * Enhance your productivity with the Create Work Order AI agent, which allows users to initiate work orders using AI to process descriptions from text. See [\[Placeholder link text to key bundle-fsm.now-assist-fsm\]](https://www.servicenow.com/docs/access?context=now-assist-fsm&family=zurich&ft:locale=en-US) for more information. | | Australia | * Track and validate parts usage during work order task closure with the Parts Manager AI agent. * Create work orders from images by uploading photos of equipment issues through the Now Assist panel or ServiceNow Agent mobile app. * Access Now Assist Virtual Agent from a primary action button in the mobile app navigation bar. * Use voice-to-text input when interacting with Now Assist Virtual Agent in the ServiceNow Agent mobile app. * Experience updated visual indicators with consistent AI gradients across platform, workspace, and mobile interfaces. See [\[Placeholder link text to key bundle-fsm.now-assist-fsm\]](https://www.servicenow.com/docs/access?context=now-assist-fsm&family=australia&ft:locale=en-US) for more information. | [ ]