--- 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 L1 IT Service Desk AI Specialist release notes for upgrades from Zurich to Australia # Combined L1 IT Service Desk AI Specialist 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) 11 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 L1 IT Service Desk AI Specialist Release Notes for Upgrades from Zurich to Australia The L1 IT Service Desk AI Specialist automates the handling of high-volume, repeatable Level 1 (L1) IT incidents, improving efficiency by resolving issues end-to-end without human intervention unless escalation is needed. It leverages knowledge articles and historical data to investigate and resolve incidents, communicates directly with requesters, and escalates to human agents when confidence is low. Customers can configure the AI Specialist's execution mode as Autonomous or Supervised, and control its incident handling process from intake through resolution. Analytics and performance monitoring tools support tuning and quality assessment to optimize incident management. Show full answer Show less ## Key Features Introduced Between Zurich and Australia Releases * **Rate Trend Chart:** Visualizes durable auto-resolve and coverage rates over time on the AI Specialist Performance dashboard, enabling detailed incident review by date. * **Overview Funnel:** Tracks incident progress through assignment, group eligibility, and resolution in a four-step funnel with drill-down and calculation cards for rate analysis. * **Cross-Group Reassignment Outcomes:** Displays adoption, overrides, or pending decisions on cross-group reassignment recommendations to improve team coordination. * **Requester Reference Portal:** Allows AI administrators to set which portal knowledge article and catalog item links open in for requesters, enhancing user experience; Service Desk Agents' work note links continue to open in platform view. * **Response Templates:** Admins can switch between fixed templates and dynamic mode where the AI Specialist composes activity notes and comments from free-form instructions, increasing response flexibility. * **Catalog Request Submission and Tracking:** The AI Specialist can submit service catalog requests on behalf of users by collecting required information via guided questions, resolving linked incidents, and enabling users to track fulfillment. * **Catalog Performance Analytics:** New Catalog tab on the performance dashboard shows volumes of drafted, submitted, abandoned, and canceled requests by catalog item, providing insight into catalog-based resolution effectiveness. * **Quality Assessment Skill:** Supports objective evaluation of AI Specialist work through coaching assessments against defined rubrics for consistent scoring. * **Routing Criteria Configuration:** Enables hand-offs between AI Specialist and human agents for incidents better handled by other groups or requiring human oversight. * **Routing Decision Criteria Over Time Analytics:** Tracks incident reassignment counts over time based on matched routing criteria. * **Performance Quality Assessment Analytics:** Automatically generated quality assessments allow monitoring and comparison of AI Specialist performance across different coaching opportunities, identifying areas for improvement. * **Catalog Variable Collection Improvements:** AI Specialist auto-fills catalog item variables from incident and caller details, minimizing redundant requester input; uses dynamic response authoring for catalog submissions. ## Changes and Deprecations * **Removed Features:** Routing journey count cards replaced by the Overview funnel; Research depth and Pre resolution condition settings removed without replacement. * **Catalog Variable Collection:** Enhanced to pre-fill variables and provide dynamic messaging for catalog submissions, reducing requester effort and improving communication. ## Activation and Requirements * Installation is via request from the ServiceNow Store; customers should contact their ServiceNow account manager to get started. * Domain separation is not supported in this version. * Upgrade prerequisite: Your instance must be on Australia Patch 5m before installing the Australia release of the AI Specialist. ## Practical Benefits for ServiceNow Customers * Automates resolution of repetitive L1 incidents, freeing human agents to focus on complex issues. * Offers configurable autonomy modes and detailed routing controls to fit organizational workflows. * Provides comprehensive performance analytics and quality assessments to monitor and improve AI Specialist effectiveness. * Improves user experience with dynamic response generation and streamlined catalog request handling. * Supports efficient incident tracking and reassignment visibility to enhance service desk operations. Consolidated page of all release notes for L1 IT Service Desk AI Specialist from Zurich to Australia. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family L1 IT Service Desk AI Specialist 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 L1 IT Service Desk AI Specialist to Australia Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-l1itservicedeskaispecialist-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 L1 IT Service Desk AI Specialist. {#dfrn3-l1itservicedeskaispecialist-summary__entry__8} | Release | Release notes | |-|-| | Zurich | [Rate trend chart](https://www.servicenow.com/docs/access?context=perf-overview-l1-sd-ai-spec&family=zurich&ft:locale=en-US) : Track the durable auto-resolve and coverage rates over time with a Rate trend chart on the AI Specialist Performance dashboard, and select a day to see its incidents. [Overview funnel](https://www.servicenow.com/docs/access?context=perf-overview-l1-sd-ai-spec&family=zurich&ft:locale=en-US) : Follow incidents from assignment to eligible groups through durable resolution in a four-step funnel on the Overview tab. Drill down into each step, and use the calculation cards to see how each rate is worked out. [Cross-group reassignment outcomes](https://www.servicenow.com/docs/access?context=cross-group-reassignment-l1-sd-ai-spec&family=zurich&ft:locale=en-US) : See what your service desk team did with cross-group reassignment recommendations in a chart that shows which were adopted, overridden, or are awaiting a decision. [Requester reference portal](https://www.servicenow.com/docs/access?context=config-tasks-ref-l1-sd-ai-spec&family=zurich&ft:locale=en-US) : AI Admins can set the portal that knowledge article and catalog item links open in for requesters. Links in work notes for Service Desk Agents continue to open in the platform view. [Configure task settings](https://www.servicenow.com/docs/access?context=config-tasks-l1-sd-ai-spec-sow&family=zurich&ft:locale=en-US) Response Templates : AI Admins can switch response templates between a fixed template and dynamic mode, where the AI Specialist writes activity notes, customer comments, work notes, and close notes from free-form instructions the administrator provides. [Catalog request submission and tracking](https://www.servicenow.com/docs/access?context=catalog-variable-collection-slot-fill-l1-sd-ai-spec&family=zurich&ft:locale=en-US) : The L1 IT Service Desk AI Specialist can resolve incidents by submitting service catalog requests on behalf of users. The L1 IT Service Desk AI Specialist collects the required details through guided questions, submits or drafts the request, and resolves the linked incident so users can track fulfillment through the request. L1 IT Service Desk AI Specialist now uses dynamic response authoring for ZTS Action Agent and Catalog submission responses. Default instructions are provided so the agent composes each message fresh instead of relying on a fixed template. [Catalog performance analytics](https://www.servicenow.com/docs/access?context=catalog-tab-l1-sd-ai-spec&family=zurich&ft:locale=en-US) : A new Catalog tab on the AI Specialist performance dashboard shows drafted, submitted, abandoned, and canceled request volumes by catalog item. This gives administrators visibility into how well the AI Specialist is handling catalog-based resolutions. [Quality assessment skill](https://www.servicenow.com/docs/access?context=qa-l1-sd-ai-spec&family=zurich&ft:locale=en-US) : Evaluate L1 IT Service Desk AI Specialist's work, captured in a coaching assessment against the rubric defined on the coaching opportunity by using the AI Quality Assessment skill to get consistent, objective scoring. [Routing criteria configuration](https://www.servicenow.com/docs/access?context=config-tasks-l1-sd-ai-spec-sow&family=zurich&ft:locale=en-US) : Enable hand-offs between the AI specialist and human agents if work is better handled by a different group or requires additional human oversight. [Routing decision criteria over time analytics](https://www.servicenow.com/docs/access?context=perf-overview-l1-sd-ai-spec&family=zurich&ft:locale=en-US) : Shows how many incidents over time were reassigned because routing decision criteria matched. [Performance quality assessment analytics](https://www.servicenow.com/docs/access?context=perf-quality-l1-sd-ai-spec&family=zurich&ft:locale=en-US) : Review how the AI Specialist measures up in each quality area using automatically generated quality assessments. You can monitor scores, compare different coaching opportunities, and pinpoint areas where quality can be enhanced. The L1 IT Service Desk AI Specialist is an autonomous worker that helps handle incidents end-to-end without human intervention. It uses knowledge articles and historical data to investigate and resolve high-volume, repeatable level 1 (L1) incidents. It communicates directly with requesters and escalates incidents to human agents when confidence is low. [\[Placeholder link text to key bundle-itsm.autonomous-supervised\]](https://www.servicenow.com/docs/access?context=autonomous-supervised&family=zurich&ft:locale=en-US) : Choose from two types of execution modes for the L1 IT Service Desk AI Specialist during configuration or activation, Autonomous or Supervised. The execution mode of the L1 IT Service Desk AI Specialist determines its autonomy when performing tasks on incidents. You can change the execution mode at any time. [Configure the L1 IT Service Desk AI Specialist](https://www.servicenow.com/docs/access?context=configuring-l1-sd-ai-specialist&family=zurich&ft:locale=en-US) : Configure how the L1 IT Service Desk AI Specialist works an incident across each stage of its task pipeline from classifying and assigning fields to which team or whom it reassigns incidents. Each stage is configurable, so you control how incidents are handled from intake to resolution. [View the performance of the L1 IT Service Desk AI Specialist](https://www.servicenow.com/docs/access?context=perf-l1-sd-ai-spec&family=zurich&ft:locale=en-US) : Review performance analytics for the L1 IT Service Desk AI Specialist to track task execution success. You can use analytics to help make choices to tune the L1 IT Service Desk AI Specialist to suit your exact business needs. [View the activity of the L1 IT Service Desk AI Specialist](https://www.servicenow.com/docs/access?context=activity-l1-sd-ai-spec&family=zurich&ft:locale=en-US) : View the task execution history of the L1 IT Service Desk AI Specialist to track where and when it is planning and attempting executions. You can also give feedback on its performance. | | Australia | [Rate trend chart](https://www.servicenow.com/docs/access?context=perf-overview-l1-sd-ai-spec&family=australia&ft:locale=en-US) : Track the durable auto-resolve and coverage rates over time with a Rate trend chart on the AI Specialist Performance dashboard, and select a day to see its incidents. [Overview funnel](https://www.servicenow.com/docs/access?context=perf-overview-l1-sd-ai-spec&family=australia&ft:locale=en-US) : Follow incidents from assignment to eligible groups through durable resolution in a four-step funnel on the Overview tab. Drill down into each step, and use the calculation cards to see how each rate is worked out. [Cross-group reassignment outcomes](https://www.servicenow.com/docs/access?context=cross-group-reassignment-l1-sd-ai-spec&family=australia&ft:locale=en-US) : See what your service desk team did with cross-group reassignment recommendations in a chart that shows which were adopted, overridden, or are awaiting a decision. [Requester reference portal](https://www.servicenow.com/docs/access?context=config-tasks-ref-l1-sd-ai-spec&family=australia&ft:locale=en-US) : AI Admins can set the portal that knowledge article and catalog item links open in for requesters. Links in work notes for Service Desk Agents continue to open in the platform view. [Configure task settings](https://www.servicenow.com/docs/access?context=config-tasks-l1-sd-ai-spec-sow&family=australia&ft:locale=en-US) Response Templates : AI Admins can switch response templates between a fixed template and dynamic mode, where the AI Specialist writes activity notes, customer comments, work notes, and close notes from free-form instructions the administrator provides. [Catalog request submission and tracking](https://www.servicenow.com/docs/access?context=catalog-variable-collection-slot-fill-l1-sd-ai-spec&family=australia&ft:locale=en-US) : The L1 IT Service Desk AI Specialist can resolve incidents by submitting service catalog requests on behalf of users. The L1 IT Service Desk AI Specialist collects the required details through guided questions, submits or drafts the request, and resolves the linked incident so users can track fulfillment through the request. L1 IT Service Desk AI Specialist now uses dynamic response authoring for ZTS Action Agent and Catalog submission responses. Default instructions are provided so the agent composes each message fresh instead of relying on a fixed template. [Catalog performance analytics](https://www.servicenow.com/docs/access?context=catalog-tab-l1-sd-ai-spec&family=australia&ft:locale=en-US) : A new Catalog tab on the AI Specialist performance dashboard shows drafted, submitted, abandoned, and canceled request volumes by catalog item. This gives administrators visibility into how well the AI Specialist is handling catalog-based resolutions. [Quality assessment skill](https://www.servicenow.com/docs/access?context=qa-l1-sd-ai-spec&family=australia&ft:locale=en-US) : Evaluate L1 IT Service Desk AI Specialist's work, captured in a coaching assessment against the rubric defined on the coaching opportunity by using the AI Quality Assessment skill to get consistent, objective scoring. [Routing criteria configuration](https://www.servicenow.com/docs/access?context=config-tasks-l1-sd-ai-spec-sow&family=australia&ft:locale=en-US) : Enable hand-offs between the AI specialist and human agents if work is better handled by a different group or requires additional human oversight. [Routing decision criteria over time analytics](https://www.servicenow.com/docs/access?context=perf-overview-l1-sd-ai-spec&family=australia&ft:locale=en-US) : Shows how many incidents over time were reassigned because routing decision criteria matched. [Performance quality assessment analytics](https://www.servicenow.com/docs/access?context=perf-quality-l1-sd-ai-spec&family=australia&ft:locale=en-US) : Review how the AI Specialist measures up in each quality area using automatically generated quality assessments. You can monitor scores, compare different coaching opportunities, and pinpoint areas where quality can be enhanced. The L1 IT Service Desk AI Specialist is an autonomous worker that helps handle incidents end-to-end without human intervention. It uses knowledge articles and historical data to investigate and resolve high-volume, repeatable level 1 (L1) incidents. It communicates directly with requesters and escalates incidents to human agents when confidence is low. [\[Placeholder link text to key bundle-itsm.autonomous-supervised\]](https://www.servicenow.com/docs/access?context=autonomous-supervised&family=australia&ft:locale=en-US) : Choose from two types of execution modes for the L1 IT Service Desk AI Specialist during configuration or activation, Autonomous or Supervised. The execution mode of the L1 IT Service Desk AI Specialist determines its autonomy when performing tasks on incidents. You can change the execution mode at any time. [Configure the L1 IT Service Desk AI Specialist](https://www.servicenow.com/docs/access?context=configuring-l1-sd-ai-specialist&family=australia&ft:locale=en-US) : Configure how the L1 IT Service Desk AI Specialist works an incident across each stage of its task pipeline from classifying and assigning fields to which team or whom it reassigns incidents. Each stage is configurable, so you control how incidents are handled from intake to resolution. [View the performance of the L1 IT Service Desk AI Specialist](https://www.servicenow.com/docs/access?context=perf-l1-sd-ai-spec&family=australia&ft:locale=en-US) : Review performance analytics for the L1 IT Service Desk AI Specialist to track task execution success. You can use analytics to help make choices to tune the L1 IT Service Desk AI Specialist to suit your exact business needs. [View the activity of the L1 IT Service Desk AI Specialist](https://www.servicenow.com/docs/access?context=activity-l1-sd-ai-spec&family=australia&ft:locale=en-US) : View the task execution history of the L1 IT Service Desk AI Specialist to track where and when it is planning and attempting executions. You can also give feedback on its performance. | [ ] ## Changes Between your current release family and Australia, some changes were made to existing L1 IT Service Desk AI Specialist features. {#dfrn3-l1itservicedeskaispecialist-summary__entry__14} | Release | Release notes | |-|-| | Zurich | [Catalog variable collection and messages](https://www.servicenow.com/docs/access?context=catalog-variable-collection-slot-fill-l1-sd-ai-spec&family=zurich&ft:locale=en-US) : The L1 IT Service Desk AI Specialist now fills catalog item variables from the incident and the caller's details and shows requesters what it already captured, so requesters answer fewer questions. It also now uses dynamic response authoring for L1 IT Service Desk AI Specialist Catalog submission responses. Default instructions are provided so the agent composes each message fresh instead of relying on a fixed template. | | Australia | [Catalog variable collection and messages](https://www.servicenow.com/docs/access?context=catalog-variable-collection-slot-fill-l1-sd-ai-spec&family=australia&ft:locale=en-US) : The L1 IT Service Desk AI Specialist now fills catalog item variables from the incident and the caller's details and shows requesters what it already captured, so requesters answer fewer questions. It also now uses dynamic response authoring for L1 IT Service Desk AI Specialist Catalog submission responses. Default instructions are provided so the agent composes each message fresh instead of relying on a fixed template. | [ ] ## Removed Between your current release family and Australia, some L1 IT Service Desk AI Specialist features or functionality were removed. {#dfrn3-l1itservicedeskaispecialist-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 L1 IT Service Desk AI Specialist features or functionality were deprecated. {#dfrn3-l1itservicedeskaispecialist-summary__entry__26} | Release | Release notes | |-|-| | Zurich | [Routing journey count cards](https://www.servicenow.com/docs/access?context=perf-overview-l1-sd-ai-spec&family=zurich&ft:locale=en-US) : Removed. The Routing journey count cards are replaced by the funnel on the Overview tab. [Research depth](https://www.servicenow.com/docs/access?context=config-tasks-ref-l1-sd-ai-spec&family=zurich&ft:locale=en-US) : Removed. The unused Research depth setting is no longer available. There is no replacement. [Pre resolution condition](https://www.servicenow.com/docs/access?context=config-tasks-ref-l1-sd-ai-spec&family=zurich&ft:locale=en-US) : Removed. The Pre resolution condition setting is no longer available, and incidents are no longer checked against it. There is no replacement. | | Australia | [Routing journey count cards](https://www.servicenow.com/docs/access?context=perf-overview-l1-sd-ai-spec&family=australia&ft:locale=en-US) : Removed. The Routing journey count cards are replaced by the funnel on the Overview tab. [Research depth](https://www.servicenow.com/docs/access?context=config-tasks-ref-l1-sd-ai-spec&family=australia&ft:locale=en-US) : Removed. The unused Research depth setting is no longer available. There is no replacement. [Pre resolution condition](https://www.servicenow.com/docs/access?context=config-tasks-ref-l1-sd-ai-spec&family=australia&ft:locale=en-US) : Removed. The Pre resolution condition setting is no longer available, and incidents are no longer checked against it. There is no replacement. | [ ] ## Activation information Review information on how to activate L1 IT Service Desk AI Specialist. {#dfrn3-l1itservicedeskaispecialist-summary__entry__32} | Release | Release notes | |-|-| | Zurich | Activation information : Install L1 IT Service Desk AI Specialist 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). Contact your ServiceNow account manager to get started with L1 IT Service Desk AI Specialist. Note: Domain separation is not supported on this version of L1 IT Service Desk AI Specialist. | | Australia | Activation information : Install L1 IT Service Desk AI Specialist 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). Contact your ServiceNow account manager to get started with L1 IT Service Desk AI Specialist. Note: Domain separation is not supported on this version of L1 IT Service Desk AI Specialist. | [ ] ## Additional requirements If any additional requirements were introduced or changed for L1 IT Service Desk AI Specialist we have noted them here. {#dfrn3-l1itservicedeskaispecialist-summary__entry__38} | Release | Release notes | |-|-| | Zurich | Additional requirements : Your instance must be on Zurich Patch 12. | | Australia | Additional requirements : Your instance must be on Australia Patch 5m. | [ ] ## Browser requirements If any specific browser requirements were introduced or changed for L1 IT Service Desk AI Specialist we have noted them here. {#dfrn3-l1itservicedeskaispecialist-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 L1 IT Service Desk AI Specialist, such as specific requirements or compliance levels. {#dfrn3-l1itservicedeskaispecialist-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 L1 IT Service Desk AI Specialist we have noted them here. {#dfrn3-l1itservicedeskaispecialist-summary__entry__56} | Release | Release notes | |-|-| | Zurich | Localization information : Multi-language support for the L1 IT Service Desk AI Specialist may vary. | | Australia | Localization information : Multi-language support for the L1 IT Service Desk AI Specialist may vary. | [ ] ## Highlight information If there are specific highlight considerations for L1 IT Service Desk AI Specialist we have noted them here. {#dfrn3-l1itservicedeskaispecialist-summary__entry__62} | Release | Release notes | |-|-| | Zurich | * Helps increase efficiency by automating high-volume, repeatable L1 incidents. * Enables a human to intervene in the automated process, if needed. * Helps frees up live human agents to handle more complex issues. See [L1 IT Service Desk AI Specialist](https://www.servicenow.com/docs/access?context=l1-service-desk-ai-specialist&family=zurich&ft:locale=en-US) for more information. | | Australia | * Helps increase efficiency by automating high-volume, repeatable L1 incidents. * Enables a human to intervene in the automated process, if needed. * Helps free up live human agents to handle more complex issues. See [L1 IT Service Desk AI Specialist](https://www.servicenow.com/docs/access?context=l1-service-desk-ai-specialist&family=australia&ft:locale=en-US) for more information. | [ ]