--- 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 ServiceNow Otto release notes for upgrades from Zurich to Australia # Combined ServiceNow Otto 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) 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 Release Notes for Upgrades from Zurich to Australia This consolidated guide assists ServiceNow customers in preparing for upgrades from the Zurich to Australia release of ServiceNow Otto, the AI experience platform formerly known as Now Assist. It includes key upgrade considerations, new features, changes, and important technical details to ensure a smooth transition and optimized use of the platform's AI capabilities. Show full answer Show less ## Important Upgrade Considerations * **Third-Party AI Model Usage:** Customers not opted into third-party large language models may experience skill execution failures if models are not provisioned. Verify configured models via the ServiceNow Otto admin console. * **Customizations:** Review and update any customized UI actions or code related to ServiceNow Otto skills to maintain functionality after upgrade. * **Read-Only Field Security Enhancements:** Zurich introduced granular controls for read-only fields to strengthen instance security while ensuring backward compatibility. Update custom client scripts that modify these fields accordingly. * **Role and Authorization Changes:** ACLs now use granular roles replacing the generic 'admin' role. The API for role checks changed from getRoles() to hasRole() to improve security management. * **Pre-Upgrade Tasks:** Enable the Next Experience UI Framework before using the Now Assist panel; review browser support as Internet Explorer is not supported. * **Support Resources:** Refer to the Now Support Knowledge Base article KB1637452 for troubleshooting upgrade issues. ## New Features and Changes Between Zurich and Australia releases, no new features, changes, removals, or deprecations were introduced specifically for ServiceNow Otto. However, Zurich introduced several significant enhancements under the Now Assist brand, including: * Renaming Now Assist to ServiceNow Otto starting in Zurich Patch 12. * Default enabling of AI Guardian for prompt injection and offensive content detection. * Premium chat experience with file uploads, web search, agentic workflows, and voice input. * Enhanced Now Assist panel capabilities such as inline citations, AI-generated content highlights, and customizable display based on content length. * Improved usage measurement and performance settings in the Readiness Evaluation app. * New AI model provider management and configuration options within AI Admin Hub. * Support for multiple large language model providers including Google Gemini, Anthropic Claude, Azure OpenAI, and ServiceNow's own Now LLM Service. ## Activation and Additional Requirements * Activation of any Now Assist plugin from ServiceNow Store enables Skills and Now Assist features. * The Next Experience UI Framework must be enabled prior to using the Now Assist panel. * Supported browsers include Google Chrome and Microsoft Edge; Internet Explorer is unsupported. ## Accessibility and Localization * Voice Input feature introduced in Zurich Patch 4 allows voice-to-text input in the Now Assist panel, improving accessibility for users with mobility impairments, vision challenges, neurodivergence, non-native speakers, and mobile users. * Dynamic Translation support is available for Now Assist. ## Practical Impact for ServiceNow Customers Upgrading to Australia ensures continuity of AI-powered assistance with enhanced security, role management, and accessibility features introduced in Zurich. Customers should: * Verify AI model provisioning to avoid service disruptions. * Review and update any customizations to align with security and API changes. * Enable required UI frameworks and supported browsers for optimal experience. * Leverage improved AI capabilities such as voice input and multi-model support for enhanced productivity. * Use provided tools like the Now Assist Readiness Evaluation app to assess and optimize AI adoption. Consolidated page of all release notes for ServiceNow Otto from Zurich to Australia. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family ServiceNow Otto 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 ServiceNow Otto to Australia Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-servicenowotto-summary__entry__2} | Release | Release notes | |-|-| | Zurich | Upgrade information : Customers who have not opted into third-party, large language models may be routed to them during skill execution. If the new model is not provisioned or available in your environment, this will result in skill execution failures. Check the models your skills use within ServiceNow Otto admin console. If you customized UI actions or other items that are associated with ServiceNow Otto skills, confirm that your customized code is updated with the new skill releases. Otherwise, certain functions might not work as expected. If you run into issues when you're upgrading a ServiceNow Otto product, see the [Issues and mitigation for Now Assist (Generative AI) Applications and Plugin updates \[KB1637452\]](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1637452) article in the Now Support Knowledge Base. Log in to view the article. The Zurich 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. If you have custom client scripts that modify ServiceNow® ‑owned read‑only fields using `g_form.setValue()` or `g_form.clearValue()`, refer to [KB2718122](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2718122). This article provides additional technical details on how to identify affected fields and adjust their settings. The existing Access Control Lists (ACLs) will be updated to replace the 'admin' role with specific, purpose-driven granular roles within scripts or security attributes. As part of this update, the `getRoles()` API will be replaced with the `hasRole()` API for authorization purposes. Additionally, all references to the 'admin' role in the code will be substituted with the new feature-specific granular roles for authorization use cases. Read to learn more. | | Australia | No updates for this release. | [ ] ## New features Between your current release family and Australia, new features were introduced for ServiceNow Otto. {#dfrn3-servicenowotto-summary__entry__8} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Changes Between your current release family and Australia, some changes were made to existing ServiceNow Otto features. {#dfrn3-servicenowotto-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 ServiceNow Otto features or functionality were removed. {#dfrn3-servicenowotto-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 ServiceNow Otto features or functionality were deprecated. {#dfrn3-servicenowotto-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 ServiceNow Otto. {#dfrn3-servicenowotto-summary__entry__32} | Release | Release notes | |-|-| | Zurich | Activation information : **[Zurich Patch 4](https://www.servicenow.com/docs/access?context=zurich-patch-4&family=zurich&ft:locale=en-US)** [Skills](https://www.servicenow.com/docs/access?context=now-assist-skills&family=zurich&ft:locale=en-US) : Now Assist features are available with activation of any Now Assist plugin from ServiceNow Store. Important: Now Assist 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 we have noted them here. {#dfrn3-servicenowotto-summary__entry__38} | Release | Release notes | |-|-| | Zurich | Additional requirements : The Next Experience UI Framework must be enabled before you can use the Now Assist panel. | | Australia | No updates for this release. | [ ] ## Browser requirements If any specific browser requirements were introduced or changed for ServiceNow Otto we have noted them here. {#dfrn3-servicenowotto-summary__entry__44} | Release | Release notes | |-|-| | Zurich | Browser requirements : Now Assist supports various browsers, including Google Chrome and Microsoft Edge. Now Assist isn't supported in Internet Explorer. | | Australia | No updates for this release. | [ ] ## Accessibility information Review details on accessibility information for ServiceNow Otto, such as specific requirements or compliance levels. {#dfrn3-servicenowotto-summary__entry__50} | Release | Release notes | |-|-| | Zurich | Accessibility information : **[Zurich Patch 4](https://www.servicenow.com/docs/access?context=zurich-patch-4&family=zurich&ft:locale=en-US)** [Voice Input in Now Assist](https://www.servicenow.com/docs/access?context=enable-voice-input-for-now-assist-panel&family=zurich&ft:locale=en-US) : Administrators can enable an optional voice input setting for the Now Assist panel in the AI Admin Hub console. This feature, Voice Input, gives users a voice-to-text input option to access the Now Assist skills in the panel in any supported language. Voice Input helps users with mobility impairments access generative AI skills without using a keyboard. This feature can also be useful to blind or low-vision users, neurodivergent users, non-native language speakers, or users using hand-held devices on the go, such as field service agents. Once enabled, Voice Input can be changed using the individual user accessibility preferences. See [Configure accessibility preferences](https://www.servicenow.com/docs/access?context=next-experience-accessibility-preferences&family=zurich&ft:locale=en-US) for more information. | | Australia | No updates for this release. | [ ] ## Localization information If there are specific localization considerations for ServiceNow Otto we have noted them here. {#dfrn3-servicenowotto-summary__entry__56} | Release | Release notes | |-|-| | Zurich | Localization information : Now Assist supports Dynamic Translation for Zurich. | | Australia | No updates for this release. | [ ] ## Highlight information If there are specific highlight considerations for ServiceNow Otto we have noted them here. {#dfrn3-servicenowotto-summary__entry__62} | Release | Release notes | |-|-| | Zurich | [Zurich Patch 12](https://www.servicenow.com/docs/access?context=zurich-patch-12&family=zurich&ft:locale=en-US) * Starting with Zurich Patch 12, Now Assist is now ServiceNow Otto. ServiceNow Otto is the new AI experience brand. This change is reflected in the name of ServiceNow products. Your product entitlements remain unchanged. Check your entitlements to determine your access to specific features. [Zurich Patch 10](https://www.servicenow.com/docs/access?context=zurich-patch-10&family=zurich&ft:locale=en-US) * AI Guardian is enabled by default and detects prompt injection attempts and offensive content without manual activation. * Configure prompt injection detection separately for each Now Assist skill. [Zurich Patch 8](https://www.servicenow.com/docs/access?context=zurich-patch-8&family=zurich&ft:locale=en-US) * Now Assist panel premium chat gives you a full-featured AI assistant experience with support for file uploads, web search, agentic workflows, and voice input --- so you can get answers, take action on records, and complete complex tasks without leaving your current context. * Get accurate results without having to repeat yourself or correct a wrong action because Now Assist now recognizes when your request needs clarification and asks a focused follow-up question before acting. * Upload documents directly in your Now Assist panel conversation and Now Assist automatically extracts the relevant information to fill in required fields, answer your questions, and keep the conversation moving without switching modes or restarting the flow. * Select specific reasons when you give a thumbs up or thumbs down to a Now Assist response, so your feedback is more meaningful and helps improve future responses. [Zurich Patch 7](https://www.servicenow.com/docs/access?context=zurich-patch-7&family=zurich&ft:locale=en-US) * Explore revamped Manage AI models option within AI Admin Hub for managing and configuring model providers, and updating model provider versions. * Select a record from the Now Assist context menu inline citation to navigate directly to the record page, where the referenced section will be highlighted for easy identification. * View all AI-generated content, now visually highlighted for easier recognition. * Set the minimum word count required for the Now Assist icon to appear, allowing you to control when the icon is displayed based on content length. [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. * View improved legend and icon descriptions for the Now Assist Readiness Evaluation app. * Work with new system properties to improve performance and customization within the Now Assist Readiness Evaluation app. [Zurich Patch 4](https://www.servicenow.com/docs/access?context=zurich-patch-4&family=zurich&ft:locale=en-US) * Some Now Assist skills, agents, and agentic workflows are now turned on by default. * Select your preferred integration type, either Bring Your Own Key (BYOK) or Original Equipment Manufacturer (OEM), for the configuration of the available model providers within AI Admin Hub. * Explore the Data and Analytics workflow skills under Now Assist skills within AI Admin Hub. * Adopt AI responsibly and minimize operational and compliance risks by configuring and subscribing to Long Term Stable Models (LTS) as a model provider in AI Admin Hub. * Ask a follow-up question in the Now Assist panel for additional information or clarification. * Experience an enhanced conversational interaction by viewing synthesized Now Assist responses from within Google Chat. * Initiate and view agentic workflows from within Google Chat. * Use the Now Assist context menu open prompt feature to create and edit knowledge articles. * Use Advanced settings to add conditions to hide or show the Now Assist Context Menu quick actions. * Create multiple Now Assist context menu configurations for the same field. * Use the Enable for extended tables option in parent table configuration, to enable or disable the inheritance model for the child table configurations. [Zurich Patch 2](https://www.servicenow.com/docs/access?context=zurich-patch-2&family=zurich&ft:locale=en-US) * Use the Now Assist Readiness Evaluation app to automate the implementation assessment process before implementing Now Assist agentic and generative AI. [Zurich Patch 1](https://www.servicenow.com/docs/access?context=zurich-patch-1&family=zurich&ft:locale=en-US) * Enable administrators to set up a security Access Control Lists (ACLs) that checks user authentication for Now Assist context menu skills and new setup options. This feature gives them control over who can use Now Assist context menu skills and actions, as well as built-in options like shorten, elaborate, and change tone. * Use the Open Prompt Capability available in ServiceNow Otto for Strategic Portfolio Management to ask questions and refine generated content through open-ended queries. Zurich * Use Google Gemini and Anthropic Claude on AWS as AI model providers for generative AI skills and AI agents, in addition to Now LLM Service and Azure OpenAI. * Select your preferred large language model (LLM) provider for Now Assist base system skills. Apart from Now LLM Service, the platform supports Azure OpenAI GPT-4.1 and GPT-4.1 mini, Google Gemini 2.5 Flash and 2.5 Pro, and AWS Anthropic Claude 3.7 Sonnet LLM providers with ServiceNow® third-party model strategy. * Suppress the modeless window for a custom Now Assist context menu event. * View numbered citations and links to the information sources when you use the Now Assist context menu for email reply recommendation. See [AI Admin Hub](https://www.servicenow.com/docs/access?context=platform-now-assist-landing&family=zurich&ft:locale=en-US) for more information. For more Platform Now Assist feature release notes, see the following topics: * [AI Search release notes](https://www.servicenow.com/docs/access?context=ai-search-rn&family=zurich&ft:locale=en-US) * [Document Intelligence release notes](https://www.servicenow.com/docs/access?context=document-intelligence-rn&family=zurich&ft:locale=en-US) * [AI Skill Kit release notes](https://www.servicenow.com/docs/access?context=now-assist-skill-kit-rn&family=zurich&ft:locale=en-US) * [Now Assist in Virtual Agent release notes](https://www.servicenow.com/docs/access?context=now-assist-va-rn&family=zurich&ft:locale=en-US) | | Australia | No updates for this release. | [ ]