--- 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 Care Team Operations for Healthcare IT release notes for upgrades from Zurich to Australia # Combined Care Team Operations for Healthcare IT 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) 5 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 Care Team Operations for Healthcare IT Release Notes for Upgrades from Zurich to Australia This document consolidates all release notes for Care Team Operations for Healthcare IT from the Zurich to Australia releases. It is designed to help ServiceNow customers prepare for their upgrade by summarizing new features, changes, removals, deprecations, activation steps, and important upgrade considerations. Show full answer Show less ## Important Upgrade Information * The Australia release enhances security by introducing granular read-only field protections on the ServiceNow AI Platform®, including a new "readonlyoption" field with levels such as "strictreadonly" and "clientscriptmodifiable." These backend changes maintain backward compatibility while strengthening instance security. * Feature administrators gain expanded capabilities allowing them to complete tasks previously limited to broader administrator roles. * Customers are advised to review pre- and post-upgrade tasks carefully and consult technical knowledge base articles for detailed field impact and configuration guidance. ## New Features * **Zurich:** Roles and responsibilities were enhanced to allow selective user access by adding new responsibilities such as Support department agent and Support department manager, assignable within healthcare organizations. * **Australia:** Introduction of ServiceNow AI Platform product tiers---Foundation, Advanced, and Prime---that determine access to AI capabilities, including generative AI skills, agentic workflows, and AI agents. * Enabling conversational creation of support requests for healthcare IT, biomed, facilities, or environmental services via Now Assist in Virtual Agent, available in Care Team Portal and Care Team Mobile. This workflow clarifies missing or unclear request details and validates them through AI agents. * Introduction of the Care Team Operations Case Creation AI voice agent, allowing care team members to create cases conversationally over the phone. Note that the related Care Team Operations plugin must be installed for this feature to function. ## Changes, Removals, and Deprecations No updates, removals, or deprecations were recorded for Care Team Operations for Healthcare IT between Zurich and Australia releases. ## Activation and Installation Care Team Operations for Healthcare IT is available via the ServiceNow Store. Customers should request installation through the store and can refer to the cumulative version history release notes for all available app updates. ## Other Considerations * There are no new browser, accessibility, localization, or additional requirements introduced between Zurich and Australia releases. * The updated user configuration process introduced in Zurich improves efficiency in assigning roles and responsibilities. ## Key Outcomes for ServiceNow Customers * **Security:** Enhanced field-level read-only protections safeguard your instance without limiting flexibility. * **AI and Automation:** New licensing tiers and AI-driven features streamline case creation and support request intake, improving operational efficiency and user experience. * **User Management:** More granular role assignments enable better access control tailored to organizational needs. * **Ease of Use:** Conversational interfaces in Virtual Agent and voice agent support reduce friction in submitting and managing healthcare IT cases. Consolidated page of all release notes for Care Team Operations for Healthcare IT from Zurich to Australia. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Care Team Operations for Healthcare IT 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 Care Team Operations for Healthcare IT to Australia Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-careteamoperationsforhealthcareit-summary__entry__2} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | Upgrade information : The Australia release introduces enhanced protections for read‑only fields across the ServiceNow AI Platform®. These changes include a new "read_only_option" field with granular control levels, including "strict_read_only" and "client_script_modifiable". The changes occur in the back end and maintain backward‑compatible behavior. This update helps strengthen your instance security while preserving the flexibility you need. Refer to [KB2718122](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2718122) for additional technical details on how to identify affected fields and adjust their settings. For more information about granular read-only security options, see [Configuring read-only security options](https://www.servicenow.com/docs/access?context=read-only-option&family=australia&ft:locale=en-US). If you have the feature administrator role you can now complete tasks that were initially reserved for users with the broader administrator role. | [ ] ## New features Between your current release family and Australia, new features were introduced for Care Team Operations for Healthcare IT. {#dfrn3-careteamoperationsforhealthcareit-summary__entry__8} | Release | Release notes | |-|-| | Zurich | [Setting up roles and responsibilities in Care Team Operations for Healthcare IT](https://www.servicenow.com/docs/access?context=hco-it-set-up-roles-responsibilities&family=zurich&ft:locale=en-US) : Roles and responsibilities are updated to allow for more selective user access. The following responsibilities were added: * Support department agent * Support department manager Users can be assigned these responsibilities in the Edit member related list within healthcare organizations. | | Australia | [ServiceNow product tiers](https://www.servicenow.com/docs/access?context=ai-native-sku-overview&family=australia&ft:locale=en-US) : The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available: * Foundation: AI basics to deliver insights * Advanced: AI to boost productivity across relevant use cases * Prime: Act autonomously with all AI assets, and create your own Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. [Create support requests using Now Assist in Virtual Agent](https://www.servicenow.com/docs/access?context=hcls-agentic-ai-use-cases&family=australia&ft:locale=en-US) : Create support requests for healthcare IT, biomed, facilities, or environmental services departments through Now Assist in Virtual Agent conversationally. This workflow resolves missing or unclear details through clarifying questions and validates the request using the Care team operations case Intake and Care team operations case Creation AI agents and is available in Care Team Portal and Care Team Mobile. [Care Team Operations Case Creation AI voice agent](https://www.servicenow.com/docs/access?context=hco-now-assist-voice-agent&family=australia&ft:locale=en-US) : The Care Team Operations Case Creation AI voice agent enables care team members to create cases conversationally over the phone. Note: For the Care Team Operations Case Creation AI voice agent to create cases, the Care Team Operations plugin for cases of that request type must be installed. | [ ] ## Changes Between your current release family and Australia, some changes were made to existing Care Team Operations for Healthcare IT features. {#dfrn3-careteamoperationsforhealthcareit-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 Care Team Operations for Healthcare IT features or functionality were removed. {#dfrn3-careteamoperationsforhealthcareit-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 Care Team Operations for Healthcare IT features or functionality were deprecated. {#dfrn3-careteamoperationsforhealthcareit-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 Care Team Operations for Healthcare IT. {#dfrn3-careteamoperationsforhealthcareit-summary__entry__32} | Release | Release notes | |-|-| | Zurich | Activation information : Install Care Team Operations for Healthcare IT by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the [ServiceNow Store version history release notes](https://www.servicenow.com/docs/access?context=sn-store-release-notes&family=zurich&ft:locale=en-US). Important: Care Team Operations for Healthcare IT is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Australia | Activation information : Install Care Team Operations for Healthcare IT by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the [ServiceNow Store version history release notes](https://www.servicenow.com/docs/access?context=sn-store-release-notes&family=australia&ft:locale=en-US). Important: Care Team Operations for Healthcare IT 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 Care Team Operations for Healthcare IT we have noted them here. {#dfrn3-careteamoperationsforhealthcareit-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 Care Team Operations for Healthcare IT we have noted them here. {#dfrn3-careteamoperationsforhealthcareit-summary__entry__44} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Accessibility information Review details on accessibility information for Care Team Operations for Healthcare IT, such as specific requirements or compliance levels. {#dfrn3-careteamoperationsforhealthcareit-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 Care Team Operations for Healthcare IT we have noted them here. {#dfrn3-careteamoperationsforhealthcareit-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 Care Team Operations for Healthcare IT we have noted them here. {#dfrn3-careteamoperationsforhealthcareit-summary__entry__62} | Release | Release notes | |-|-| | Zurich | Assign roles and responsibilities more efficiently with an updated user configuration process. See [Care Team Operations for Healthcare IT](https://www.servicenow.com/docs/access?context=hcls-cto-it-app&family=zurich&ft:locale=en-US) for more information. | | Australia | * Use the conversational abilities of Now Assist in Virtual Agent in Care Team Portal or Care Team Mobile to create requests for support departments. * Leverage the Care Team Operations Case Creation AI voice agent enables to create cases conversationally over the phone. * Care Team Operations for Healthcare IT has received security enhancements in the Australia release. See [Care Team Operations for Healthcare IT](https://www.servicenow.com/docs/access?context=hcls-cto-it-app&family=australia&ft:locale=en-US) for more information. | [ ]