--- 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 for Collaborative Work Management (CWM) (CWM) release notes for upgrades from Zurich to Australia # Combined ServiceNow Otto for Collaborative Work Management (CWM) (CWM) 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) 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 ServiceNow Otto for Collaborative Work Management (CWM) Release Notes for Upgrades from Zurich to Australia This consolidated guide provides ServiceNow customers with a comprehensive summary of the release notes for ServiceNow Otto for Collaborative Work Management (CWM) from the Zurich release through to Australia. It highlights new features, changes, activation steps, and important upgrade considerations to help you prepare for and implement the Australia release effectively. Show full answer Show less ## New Features * **Zurich Release:** * Acceptance criteria generation skill for CWM stories to create clear and consistent user story requirements based on story details and templates. * Content generation enhancements in Docs, enabling custom open-text prompts alongside summarizing, elaborating, and shortening functions powered by ServiceNow Otto. * Added support for third-party AI model providers including Google Gemini and AWS Claude, complementing existing Now LLM Service and Azure OpenAI options. * **Australia Release:** * Now Assist formula generation for CWM tasks allows users to create formula columns in list views by describing calculations in natural language, simplifying metric tracking. * Now Assist scrum task generation enables automatic creation of scrum tasks from user story descriptions and acceptance criteria, facilitating sprint planning and task breakdown. ## Changes * **Zurich:** * Transition in AI usage measurement from a 365-day look-back to a 365-day burn-down model with resets at contract anniversaries for more accurate tracking. * Some generative AI skills are now enabled by default for new customers and certain existing customers upgrading, streamlining AI feature adoption. * **Australia:** No changes reported. ## Removed and Deprecated Features There were no feature removals or deprecations between Zurich and Australia releases for ServiceNow Otto for CWM. ## Activation Information ServiceNow Otto for Collaborative Work Management (CWM) is available for installation via the ServiceNow Store. Customers can request the app from the Store and access cumulative release notes and version history there. This applies to both Zurich and Australia releases. ## Additional Requirements, Browser, Accessibility, and Localization No new or changed requirements, browser specifications, accessibility compliance updates, or localization considerations were introduced between Zurich and Australia releases. ## Highlights * **Zurich Patch Updates:** Enhanced AI model provider options and default activation of some generative AI skills improved team efficiency using AI capabilities. * **Australia Release:** Introduction of natural language formula generation for tasks and automated scrum task creation to support agile planning. ## Practical Impact for ServiceNow Customers Upgrading from Zurich to Australia enhances your CWM capabilities by integrating more intuitive AI-driven tools for task and story management, improving accuracy in acceptance criteria, sprint planning, and formula calculations. The updated AI usage model provides clearer insights into consumption, while default AI skill activation simplifies setup for new and upgrading customers. Activation remains straightforward through the ServiceNow Store, with no additional requirements or compatibility concerns. Consolidated page of all release notes for ServiceNow Otto for Collaborative Work Management (CWM) (CWM) from Zurich to Australia. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family ServiceNow Otto for Collaborative Work Management (CWM) (CWM) 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 for Collaborative Work Management (CWM) (CWM) to Australia Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-servicenowottoforcollaborativeworkmanagementcwmcwm-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 ServiceNow Otto for Collaborative Work Management (CWM) (CWM). {#dfrn3-servicenowottoforcollaborativeworkmanagementcwmcwm-summary__entry__8} | Release | Release notes | |-|-| | Zurich | [Generate acceptance criteria for CWM stories](https://www.servicenow.com/docs/access?context=generate-acceptance-criteria-for-stories-in-cwm&family=zurich&ft:locale=en-US) : Generate clear, consistent acceptance criteria for user stories with the acceptance criteria generation skill. By using story details as context and predefined templates, the skill helps you generate acceptance criteria in a format that aligns with your organizational requirements. [Generate and improve content using open-text prompts](https://www.servicenow.com/docs/access?context=generate-summarize-and-refine-content-of-docs-with-now-assist&family=zurich&ft:locale=en-US) : Help improve your content and productivity with the ability to enter custom prompts directly in the Docs, alongside the Summarize, Elaborate, and Shorten options. Generate content with ServiceNow Otto for CWM directly in your Docs. In addition, summarize existing sections, elaborate where needed, and refine drafts. [New third-party AI model provider options available for all AI applications](https://www.servicenow.com/docs/access?context=exploring-large-language-models&family=zurich&ft:locale=en-US) : Google Gemini and AWS Claude are available for generative AI skills and AI agents, in addition to Now LLM Service and Azure OpenAI. | | Australia | [Now Assist formula generation for CWM tasks](https://www.servicenow.com/docs/access?context=generate-formula-cwm-board-now-assist&family=australia&ft:locale=en-US) : Generate formula columns by describing a calculation in plain language. When adding a formula column to the List view, prompt Now Assist to generate a formula by entering what you want to calculate. For example, days between start date and end date or sum of estimated hours for subtasks. [Now Assist scrum task generation for stories](https://www.servicenow.com/docs/access?context=generate-scrum-tasks-for-stories-cwm&family=australia&ft:locale=en-US) : Generate scrum tasks from user story descriptions and acceptance criteria using Now Assist. Trigger the scrum task generation from the story form or inline from the Sprint planning view. You then receive a relevant set of tasks as a starting point for your sprint planning. You can then review, edit, and add the generated tasks to fit your team's workflow. | [ ] ## Changes Between your current release family and Australia, some changes were made to existing ServiceNow Otto for Collaborative Work Management (CWM) (CWM) features. {#dfrn3-servicenowottoforcollaborativeworkmanagementcwmcwm-summary__entry__14} | Release | Release notes | |-|-| | Zurich | [Changes to Now Assist usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&family=zurich&ft:locale=en-US) : Starting with Australia Early Access, AI usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to [KB KB2704710: AI Usage - Overview \& New Measurement Logic](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). [Some generative AI skills are turned on by default](https://www.servicenow.com/docs/access?context=now-assist-skills-on-by-default&family=zurich&ft:locale=en-US) : The new default behavior works as follows: * New customers: When you install an AI product, designated skills are turned on automatically. * Existing customers who are upgrading (starting with Australia Early Access): Any previously unconfigured skill is turned on automatically (the skill was never configured and turned on, then turned off again). Previously configured skills that were turned on, then off, remain inactive. | | Australia | No updates for this release. | [ ] ## Removed Between your current release family and Australia, some ServiceNow Otto for Collaborative Work Management (CWM) (CWM) features or functionality were removed. {#dfrn3-servicenowottoforcollaborativeworkmanagementcwmcwm-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 for Collaborative Work Management (CWM) (CWM) features or functionality were deprecated. {#dfrn3-servicenowottoforcollaborativeworkmanagementcwmcwm-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 for Collaborative Work Management (CWM) (CWM). {#dfrn3-servicenowottoforcollaborativeworkmanagementcwmcwm-summary__entry__32} | Release | Release notes | |-|-| | Zurich | Activation information : Install ServiceNow Otto for CWM 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: ServiceNow Otto for CWM is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Australia | Activation information : Install ServiceNow Otto for CWM 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: ServiceNow Otto for Collaborative Work Management (CWM) 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 ServiceNow Otto for Collaborative Work Management (CWM) (CWM) we have noted them here. {#dfrn3-servicenowottoforcollaborativeworkmanagementcwmcwm-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 ServiceNow Otto for Collaborative Work Management (CWM) (CWM) we have noted them here. {#dfrn3-servicenowottoforcollaborativeworkmanagementcwmcwm-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 ServiceNow Otto for Collaborative Work Management (CWM) (CWM), such as specific requirements or compliance levels. {#dfrn3-servicenowottoforcollaborativeworkmanagementcwmcwm-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 ServiceNow Otto for Collaborative Work Management (CWM) (CWM) we have noted them here. {#dfrn3-servicenowottoforcollaborativeworkmanagementcwmcwm-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 ServiceNow Otto for Collaborative Work Management (CWM) (CWM) we have noted them here. {#dfrn3-servicenowottoforcollaborativeworkmanagementcwmcwm-summary__entry__62} | Release | Release notes | |-|-| | Zurich | [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. [Zurich Patch 4](https://www.servicenow.com/docs/access?context=zurich-patch-4&family=zurich&ft:locale=en-US) * In Zurich Patch 4, some Now Assist are now turned on by default. * 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. * Help increase the efficiency of your teams using the generative AI capabilities of ServiceNow Otto for CWM. See [ServiceNow Otto for CWM](https://www.servicenow.com/docs/access?context=now-assist-for-cwm-landing&family=zurich&ft:locale=en-US) for more information. | | Australia | * Generate formulas for your CWM tasks using a natural language description of a calculation. * Generate scrum tasks for stories based on their context. See [ServiceNow Otto for CWM](https://www.servicenow.com/docs/access?context=now-assist-for-cwm-landing&family=australia&ft:locale=en-US) for more information. | [ ]