--- sourceDocument: australia Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/australia/delta-zurich-australia Release : - australia ft:locale : - en-US ft:publication_title : - australia Combined Product Files ft:clusterId : - delta3az bundleId : - delta3az --- # Combined Advanced Work Assignment (AWA) release notes for upgrades from Zurich to Australia # Combined Advanced Work Assignment (AWA) release notes for upgrades from Zurich to Australia {#ariaid-title1} Release version: Australia Updated November 5, 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 Advanced Work Assignment (AWA) release notes for upgrades from Zurich to Australia This consolidated release notes page provides ServiceNow customers with essential information about upgrading Advanced Work Assignment (AWA) from the Zurich release family to Australia. It summarizes new features, changes, activation instructions, and other relevant information to help you prepare and execute your upgrade efficiently. Show full answer Show less ## New Features * **Zurich:** * Use AWA with an inbox card in Workspace without requiring an existing interaction or work item. * Added a new interaction record field to identify whether an interaction is related to a third-party provider. * **Australia:** * Configure routing in AWA for non-task and non-interaction tables such as leads, opportunities, orders, and quotes, expanding assignment capabilities beyond traditional tasks and interactions. * Introduce telephone-style transfer workflows enabling warm transfers where agents can privately consult before merging calls with customers, enhancing communication flexibility. ## Changes, Removed Features, and Deprecations There were no changes, removals, or deprecations to AWA features between Zurich and Australia releases, ensuring stability and continuity in your existing configurations. ## Activation Information * AWA is an AI Platform feature activated via the Glide Advanced Work Assignment plugin (com.glide.awa). * For external routing functionality, activate the External Routing Support plugin (com.glide.awa-external). * AWA is available through the ServiceNow Store. ## Additional Requirements and Browser Support * No new additional requirements were introduced during the upgrade. * AWA does not support mobile devices or Microsoft Edge (non-Chromium). Supported browsers include Microsoft Edge - Chromium and other browsers listed in ServiceNow's browser support documentation. ## Accessibility and Localization No updates or new considerations regarding accessibility or localization were introduced between Zurich and Australia releases. ## Highlights * Zurich introduced the ability to use AWA with Workspace inbox cards without existing interactions or work items. * Australia expanded AWA routing capabilities to non-task and non-interaction records such as leads and opportunities. Consolidated page of all release notes for Advanced Work Assignment (AWA) from Zurich to Australia. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Advanced Work Assignment (AWA) release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Zurich 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 (AWA) to Australia Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-advancedworkassignmentawa-summary__entry__2} | Release | Release notes | |-|-| | 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 (AWA). {#dfrn3-advancedworkassignmentawa-summary__entry__8} | Release | Release notes | |-|-| | Zurich | [Use AWA without existing interaction or work item](https://www.servicenow.com/docs/access?context=using-awa&family=zurich&ft:locale=en-US) : Use AWA with an inbox card in Workspace without an existing interaction or work item. [New interaction record field](https://www.servicenow.com/docs/access?context=reference-awa&family=zurich&ft:locale=en-US) : A new interaction record field was added to indicate whether this interaction is related to a third-party provider. | | Australia | [Advanced Work Assignment](https://www.servicenow.com/docs/access?context=awa-application-landing-page&family=australia&ft:locale=en-US) : Configure routing for non-task and non-interaction tables such as leads, opportunities, orders, and quotes in AWA. [Advanced Work Assignment](https://www.servicenow.com/docs/access?context=awa-application-landing-page&family=australia&ft:locale=en-US) : Use telephone-style transfer workflows in AWA to enable warm transfers where agents consult privately before merging calls with the customer. | [ ] ## Changes Between your current release family and Australia, some changes were made to existing Advanced Work Assignment (AWA) features. {#dfrn3-advancedworkassignmentawa-summary__entry__14} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Removed Between your current release family and Australia, some Advanced Work Assignment (AWA) features or functionality were removed. {#dfrn3-advancedworkassignmentawa-summary__entry__20} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Deprecations Between your current release family and Australia, some Advanced Work Assignment (AWA) features or functionality were deprecated. {#dfrn3-advancedworkassignmentawa-summary__entry__26} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Activation information Review information on how to activate Advanced Work Assignment (AWA). {#dfrn3-advancedworkassignmentawa-summary__entry__32} | Release | Release notes | |-|-| | Zurich | Activation information : AWA 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=zurich&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). Important: AWA is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Australia | Activation information : AWA 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=australia&ft:locale=en-US). | [ ] ## Additional requirements If any additional requirements were introduced or changed for Advanced Work Assignment (AWA) we have noted them here. {#dfrn3-advancedworkassignmentawa-summary__entry__38} | Release | Release notes | |-|-| | 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 (AWA) we have noted them here. {#dfrn3-advancedworkassignmentawa-summary__entry__44} | Release | Release notes | |-|-| | Zurich | 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. | | Australia | Browser requirements : Advanced Work Assignment doesn't support mobile devices or Microsoft Edge browsers. 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=australia&ft:locale=en-US). | [ ] ## Accessibility information Review details on accessibility information for Advanced Work Assignment (AWA), such as specific requirements or compliance levels. {#dfrn3-advancedworkassignmentawa-summary__entry__50} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Localization information If there are specific localization considerations for Advanced Work Assignment (AWA) we have noted them here. {#dfrn3-advancedworkassignmentawa-summary__entry__56} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Highlight information If there are specific highlight considerations for Advanced Work Assignment (AWA) we have noted them here. {#dfrn3-advancedworkassignmentawa-summary__entry__62} | Release | Release notes | |-|-| | Zurich | Use AWA with an inbox card in Workspace without an existing interaction or work item. See [Advanced Work Assignment](https://www.servicenow.com/docs/access?context=awa-application-landing-page&family=zurich&ft:locale=en-US) for more information. | | Australia | Use AWA with non-task and non-interaction tables such as leads, opportunities, orders, and quotes. See [Advanced Work Assignment](https://www.servicenow.com/docs/access?context=awa-application-landing-page&family=australia&ft:locale=en-US) for more information. | [ ]