--- 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 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 Advanced Work Assignment (AWA) Release Notes for Upgrades from Zurich to Australia This consolidated release notes document provides ServiceNow customers with essential information about upgrading Advanced Work Assignment (AWA) from the Zurich release family to Australia. It covers new features, activation guidance, browser requirements, and highlights changes that may impact your upgrade and ongoing use of AWA. Show full answer Show less ## New Features * **Zurich to Australia:** * Ability to use AWA without an existing interaction or work item, including with inbox cards in Workspace. * Introduction of a new interaction record field to identify interactions related to third-party providers. * **Australia Specific Enhancements:** * Configuration of routing for non-task and non-interaction tables such as leads, opportunities, orders, and quotes within AWA. * Support for telephone-style transfer workflows enabling warm transfers where agents can consult privately before merging calls with customers. ## Changes, Removals, and Deprecations No updates, removals, or deprecations were introduced for Advanced Work Assignment (AWA) between Zurich and Australia releases. Customers can expect stability in existing features without functionality being removed or deprecated during the upgrade. ## Activation Information * AWA is a ServiceNow AI Platform feature that requires activation of the Glide Advanced Work Assignment plugin (`com.glide.awa`). * For external routing capabilities, the External Routing Support plugin (`com.glide.awa-external`) must also be activated. * AWA is available through the ServiceNow Store. ## Browser Requirements AWA does not support mobile devices, Internet Explorer, or the legacy Microsoft Edge browser. ServiceNow customers should use Microsoft Edge based on Chromium or other supported desktop browsers as listed in ServiceNow's browser support documentation. ## Highlights for Customers * Use AWA with inbox cards in Workspace even without existing interactions or work items (Zurich enhancement). * Extend AWA routing capabilities to include non-task and non-interaction tables such as leads and opportunities (Australia feature). ## Additional Notes There are no additional requirements, localization considerations, or accessibility updates impacting AWA between Zurich and Australia releases. 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. | [ ]