--- 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 Order Management release notes for upgrades from Yokohama to Australia # Combined ServiceNow Otto for Order Management 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) 8 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 Order Management Release Notes for Upgrades from Yokohama to Australia This consolidated release notes document summarizes the key updates, new features, changes, and activation guidance for ServiceNow Otto for Order Management across the upgrade path from Yokohama through Zurich to Australia releases. It is designed to assist ServiceNow customers in preparing for and executing their upgrades by highlighting important product enhancements and operational impacts. Show full answer Show less ## New Features * **Manage Order Operations Agent on Business Portal (Yokohama and Zurich):** Customers can enable an AI-powered virtual assistant that facilitates the creation of order cases through natural language chat and voice interactions. This agent intelligently categorizes requests (e.g., expedited delivery) and links cases directly to orders, reducing manual effort and accelerating resolution. * **Order Summarization:** Generates a unified summary of complex orders to provide real-time order status, improve communication among suppliers and partners, minimize errors, track at-risk tasks, and enable prioritization of resources to ensure timely fulfillment. * **AI-Powered Invoice Case Management (Zurich):** Introduces AI-driven chat and voice assistants for customers to report quantity-related invoice disputes naturally. The system autonomously validates details, resolves eligible disputes (e.g., credit notes or replacement orders), or escalates to human agents seamlessly with full context transfer. * **Return Merchandise Authorization (RMA) AI Agent (Zurich):** Automates entitlement checks with real-time warranty validation and recommends resolution actions, providing proactive case updates and handling multi-intent customer emails. ## Key Changes * **Now Assist Usage Measurement:** Transition from a 365-day look-back model to a 365-day burn-down model, resetting usage at the contract anniversary date. This change affects how AI usage is tracked and reported starting from Yokohama Patch 5 and continuing through Zurich and Australia releases. * **Default Activation of Now Assist Skills:** New customers have designated AI skills enabled automatically upon installation. Existing customers upgrading from Yokohama Patch 11 onward will have previously unconfigured skills auto-enabled, while previously configured but deactivated skills remain off. * **Access Control for AI Agents and Workflows:** Customers can configure access control lists (ACLs) in AI Agent Studio to manage who can discover and trigger AI agents or workflows, controlling whether they act as dynamic users or AI users and their availability scope (authenticated users or public). * **Browser Support Update:** Starting with the Zurich release, RMA Case Management for Sales CRM no longer supports mobile devices and Internet Explorer, which may affect access and usage in those environments. ## Activation and Installation ServiceNow Otto for Order Management is available for request and installation from the ServiceNow Store. Customers should use the ServiceNow® Application Manager to install the application and follow standard application installation procedures. No new activation changes were introduced in the Australia release. ## Additional Notes * No features or functionality were removed or deprecated between Yokohama and Australia releases. * No new localization, accessibility, or browser requirements were added in the Australia release. * Where no updates were applicable for a release family, this is explicitly noted to guide upgrade planning. ## Practical Impact for ServiceNow Customers Upgrading to the Australia release from Yokohama involves leveraging enhanced AI-driven automation for order and invoice management, improving self-service capabilities, and providing faster, more accurate case handling. Customers should review the changes to AI usage measurement and Now Assist skill activation to manage licensing and configuration effectively. Additionally, the updated browser support guidance helps ensure compatibility with supported environments. Activation remains consistent, facilitating straightforward installation from the ServiceNow Store. Consolidated page of all release notes for ServiceNow Otto for Order Management 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 Order Management 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 Order Management to Australia Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-servicenowottoforordermanagement-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 Order Management. {#dfrn3-servicenowottoforordermanagement-summary__entry__10} | Release | Release notes | |-|-| | Yokohama | [Enable the manage order operations agent in the Business Portal](https://www.servicenow.com/docs/access?context=enable-manage-order-operations-ai-agent&family=yokohama&ft:locale=en-US) : Activate the manage order operations agent so that you can make it available to your customers on the Business Portal. [Request order changes using Now Assist](https://www.servicenow.com/docs/access?context=request-order-changes-now-assist&family=yokohama&ft:locale=en-US) : Use the manage order operations agent to provide a seamless experience to your customers on the Business Portal, enabling them to create order cases using a virtual assistant effortlessly. The AI agent can intelligently categorize requests for expedited delivery by creating order-related cases linked directly to the specific order, significantly reducing manual case creation and speeding up resolution times. Interaction channels include chat and voice options. [Summarize an order](https://www.servicenow.com/docs/access?context=now-assist-order-mgmt-summarize-order&family=yokohama&ft:locale=en-US) : Generate a summary of a complex order for a unified view of the order's current state to: * Respond confidently to customer queries with accurate, real-time order status. * Track changes and validate details to maintain consistency and transparency. * Minimize errors and improve communication across suppliers and partners. * Monitor tasks that are at risk of missing deadlines. * Assign tasks to appropriate resources based on priority and skill. * Make rapid prioritization decisions to prevent delays and help ensure timely fulfilment. | | Zurich | [AI-powered invoice case management for customers](https://www.servicenow.com/docs/access?context=dispute-invoice-issues-now-assist&family=zurich&ft:locale=en-US) : Enable customers to report quantity-related invoice disputes through an AI-powered virtual assistant on the Business Portal. Customers can describe the discrepancies through natural conversation, and the assistant validates details, creates cases, and autonomously resolves eligible disputes by issuing credit notes or replacement orders, or connects customers with a human agent when needed. [Invoice dispute intake with voice assistant](https://www.servicenow.com/docs/access?context=now-assist-invoice-mgmt-voice-aiagent&family=zurich&ft:locale=en-US) : Enable customers to report quantity-related invoice disputes using voice commands through an AI-powered voice assistant on the Business Portal. Customers can describe discrepancies through natural speech and the assistant captures dispute details to create invoice cases or connects customers with a human agent. [Human agent handoff with context transfer](https://www.servicenow.com/docs/access?context=resolve-invoice-case-now-assist-agent&family=zurich&ft:locale=en-US) : Help customers to escalate complex disputes seamlessly to a live agent. The full conversation context, including invoice details, dispute reason, and prior AI actions are transferred to the CSM/FSM Configurable Workspace, enabling live agents to continue without asking customers to repeat information. [Now Assist for invoice case resolution](https://www.servicenow.com/docs/access?context=resolve-invoice-case-now-assist-agent&family=zurich&ft:locale=en-US) : 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. [Automated email notifications for invoice cases](https://www.servicenow.com/docs/access?context=now-assist-order-management-using&family=zurich&ft:locale=en-US) : Keep customers informed with automated email notifications at key points in the invoice case life cycle, including case creation confirmation, resolution details with credit note or replacement order information, and the next steps for cases requiring human review. [Return Merchandise Authorization](https://www.servicenow.com/docs/access?context=return-merchandise-authorization&family=zurich&ft:locale=en-US) : Leverage the RMA AI agent for automated entitlement and case handling with the following features: * Automates entitlement checks with real‑time warranty validation * Selects best‑fit resolution and sends for customer approval * Generates recommended actions when no valid entitlement is found * Provides proactive case updates and follow‑ups * Answers customer queries and handles multi‑intent emails [Enable the manage order operations agent in the Business Portal](https://www.servicenow.com/docs/access?context=enable-manage-order-operations-ai-agent&family=zurich&ft:locale=en-US) : Activate the manage order operations agent so that you can make the agent available to your customers on the Business Portal. [Request order changes using Now Assist](https://www.servicenow.com/docs/access?context=request-order-changes-now-assist&family=zurich&ft:locale=en-US) : Use the manage order operations agent to provide a seamless experience to your customers on the Business Portal, enabling them to create order cases using a virtual assistant effortlessly. The AI agent can intelligently categorize requests for expedited delivery by creating order-related cases linked directly to the specific order, significantly reducing manual case creation and speeding up resolution times. Interaction channels include chat and voice options. [Summarize an order](https://www.servicenow.com/docs/access?context=now-assist-order-mgmt-summarize-order&family=zurich&ft:locale=en-US) : Generate a summary of a complex order for a unified view of the order's current state to: * Respond confidently to customer queries with accurate, real-time order status. * Track changes and validate details to maintain consistency and transparency. * Minimize errors and improve communication across suppliers and partners. * Monitor tasks that are at risk of missing deadlines. * Assign tasks to appropriate resources based on priority and skill. * Make rapid prioritization decisions to avoid delays and help ensure timely fulfillment. | | Australia | No updates for this release. | [ ] ## Changes Between your current release family and Australia, some changes were made to existing ServiceNow Otto for Order Management features. {#dfrn3-servicenowottoforordermanagement-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. | | Zurich | [Changes to Now Assist usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&family=zurich&ft:locale=en-US) : Starting with Australia Early Access, AI 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: AI Usage - Overview \& New Measurement Logic](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). | | Australia | No updates for this release. | [ ] ## Removed Between your current release family and Australia, some ServiceNow Otto for Order Management features or functionality were removed. {#dfrn3-servicenowottoforordermanagement-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 Order Management features or functionality were deprecated. {#dfrn3-servicenowottoforordermanagement-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 Order Management. {#dfrn3-servicenowottoforordermanagement-summary__entry__42} | Release | Release notes | |-|-| | Yokohama | Activation information : Request the ServiceNow Otto for Order Management application from the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/application/b75a55a63f71b6108428dd8d001f8bca) and install it using the Application Manager. For more information, see [Install an application](https://www.servicenow.com/docs/access?context=t_InstallApplications&family=yokohama&ft:locale=en-US). Important: ServiceNow Otto for Order Management is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Zurich | Activation information : Request the ServiceNow Otto for Order Management application from the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/application/b75a55a63f71b6108428dd8d001f8bca) and install it using the ServiceNow® Application Manager. For more information, see [Install an application](https://www.servicenow.com/docs/access?context=t_InstallApplications&family=zurich&ft:locale=en-US). Important: ServiceNow Otto for Order Management is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Australia | No updates for this release. | [ ] ## Additional requirements If any additional requirements were introduced or changed for ServiceNow Otto for Order Management we have noted them here. {#dfrn3-servicenowottoforordermanagement-summary__entry__50} | Release | Release notes | |-|-| | 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 ServiceNow Otto for Order Management we have noted them here. {#dfrn3-servicenowottoforordermanagement-summary__entry__58} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | Browser requirements : Starting with the Zurich release, RMA Case Management for Sales Customer Relationship Management doesn't support mobile devices and Internet Explorer. For more information, see [Browser support](https://www.servicenow.com/docs/access?context=browser-support&family=zurich&ft:locale=en-US). | | Australia | No updates for this release. | [ ] ## Accessibility information Review details on accessibility information for ServiceNow Otto for Order Management, such as specific requirements or compliance levels. {#dfrn3-servicenowottoforordermanagement-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 Order Management we have noted them here. {#dfrn3-servicenowottoforordermanagement-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 Order Management we have noted them here. {#dfrn3-servicenowottoforordermanagement-summary__entry__82} | Release | Release notes | |-|-| | Yokohama | [Yokohama Patch 11](https://www.servicenow.com/docs/access?context=yokohama-patch-11&family=yokohama&ft:locale=en-US) * Review changes to Now Assist usage measurement. * Enable business-to-business (B2B) customers to submit order cases autonomously from the Business Portal by simply describing their needs in natural language using the manage order operations agent. * Summarize complex orders across products, services, and fulfillment tasks, enabling agents to quickly understand status, take the right actions, and avoid navigating fragmented views to make next steps easier and improving productivity. See [ServiceNow Otto for Order Management](https://www.servicenow.com/docs/access?context=now-assist-order-management&family=yokohama&ft:locale=en-US) for more information. | | Zurich | [Zurich Patch 7](https://www.servicenow.com/docs/access?context=zurich-patch-7&family=zurich&ft:locale=en-US) * 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. * RMA AI agent for automated RMA entitlement and intelligent case handling. [Zurich Patch 5](https://www.servicenow.com/docs/access?context=zurich-patch-5&family=zurich&ft:locale=en-US) * Review changes to Now Assist usage measurement. [Zurich Patch 4](https://www.servicenow.com/docs/access?context=zurich-patch-4&family=zurich&ft:locale=en-US) * Enable B2B customers to submit order cases autonomously from the Business Portal by simply describing their needs in natural language using the manage order operations agent. * Summarize complex orders across products, services, and fulfillment tasks, enabling agents to quickly understand status, take the right actions, and avoid navigating fragmented views to make the next steps easier and improving productivity. See [ServiceNow Otto for Order Management](https://www.servicenow.com/docs/access?context=now-assist-order-management&family=zurich&ft:locale=en-US) for more information. | | Australia | No updates for this release. | [ ]