--- 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 FSM release notes for upgrades from Zurich to Australia # Combined ServiceNow Otto for FSM 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) 7 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 FSM Release Notes for Upgrades from Zurich to Australia This consolidated release notes document covers the upgrade path for ServiceNow Otto for Field Service Management (FSM) from Zurich to Australia release versions. It provides a unified view of new features, changes, removals, and activation details to help ServiceNow customers prepare and execute their upgrades efficiently. Show full answer Show less ## New Features * **Parts Manager AI Agent:** Tracks and validates parts usage upon work order task closure by analyzing activity notes. Automatically updates parts status and adjusts inventory. Available via Now Assist panel and ServiceNow Agent mobile app. * **Create Work Order from Image:** Allows creation of work orders by uploading photos of equipment issues. The AI extracts relevant data to populate work order fields. A cancel option is included when selecting photos. * **Primary Action Button for Now Assist Virtual Agent:** Accessible from the ServiceNow Agent mobile app navigation bar. Administrators can configure it to launch Now Assist Virtual Agent or another global function, streamlining user access. * **Voice-to-Text Input:** Enables voice dictation when interacting with Now Assist Virtual Agent in the mobile app, enhancing user productivity. * **Expanded AI Model Provider Options:** Support for Google Gemini and AWS Claude as additional third-party generative AI model providers, alongside Now LLM Service and Azure OpenAI. * **Custom Template and Prompt Support:** Administrators can clone and customize knowledge base generation skills and work order task summarization skills to tailor AI interactions. ## Changes * **AI Visual Indicators:** Consistent gradient styles with subtle animations indicate AI assistance across Workspace, UI16, and mobile interfaces, improving user awareness of AI activity. * **Updated Now Assist Virtual Agent Icons:** Refreshed icons for web search, photo upload, and microphone functions for a more modern and intuitive interface. * **Improved Create Work Order AI Agent Performance:** Reduced latency and optimized inter-agent communication to streamline work order creation. * **Coral Theme:** Introduced as the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. Includes a dark theme option. * **Removed Prompt Headers:** Prompt headers were removed from the work order summarization skill to support third-party large language models, with customization now accessible via hyperlinks in Now Assist skill. * **Primary Action Button Behavior:** Tapping the configured button opens Now Assist Virtual Agent without additional navigation steps, enhancing usability. ## Removals and Deprecations No features or functionalities were removed or deprecated between Zurich and Australia releases. ## Activation and Requirements * Activation of Now Assist features requires enabling the ServiceNow Otto for FSM plugin. * ServiceNow Otto for FSM is available through the ServiceNow Store. * The application requires Field Service Management as a prerequisite. ## Additional Considerations * **Browser, Accessibility, and Localization:** No updates or changes were introduced in these areas for the Australia release. * **Highlight Information:** Key highlights include enhanced parts tracking, AI-driven work order creation from images or text, improved mobile app navigation, and consistent AI visual cues. ## What Customers Can Expect Upgrading to the Australia release will enable ServiceNow customers to leverage advanced AI capabilities for efficient parts management and work order creation, streamlined mobile app interactions with voice and one-touch Virtual Agent access, and improved UI consistency with new themes and visual indicators. These enhancements are designed to boost productivity, reduce manual effort, and provide a modernized user experience across platforms. Consolidated page of all release notes for ServiceNow Otto for FSM 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 FSM 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 FSM to Australia Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-servicenowottoforfsm-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 FSM. {#dfrn3-servicenowottoforfsm-summary__entry__8} | Release | Release notes | |-|-| | Zurich | [AI agent: Parts Manager](https://www.servicenow.com/docs/access?context=fsm-ai-agent-use-cases&family=zurich&ft:locale=en-US) : Track and validate parts usage when closing work order tasks. The Parts Manager AI agent analyzes activity notes to update parts statuses and automatically adjusts inventory when tasks are closed. The AI agent is available through the Now Assist panel on platform and through the ServiceNow Agent mobile app. [AI agent: Create Work Order from image](https://www.servicenow.com/docs/access?context=fsm-ai-agent-use-cases&family=zurich&ft:locale=en-US) : Create work orders by uploading photos of equipment issues. The AI agent extracts relevant information from the image to populate work order fields. [Primary action button for Now Assist Virtual Agent](https://www.servicenow.com/docs/access?context=now-assist-fsm&family=zurich&ft:locale=en-US) : Access Now Assist Virtual Agent from a primary action button in the ServiceNow Agent mobile app navigation bar. Administrators can configure this button to launch Now Assist Virtual Agent or another global function. [Voice-to-text input in Now Assist Virtual Agent](https://www.servicenow.com/docs/access?context=now-assist-fsm&family=zurich&ft:locale=en-US) : Use voice input when interacting with Now Assist Virtual Agent in the ServiceNow Agent mobile app. Tap the microphone icon to dictate messages instead of typing. [AI agent: Create Work Order](https://www.servicenow.com/docs/access?context=fsm-ai-agent-use-cases&family=zurich&ft:locale=en-US) : You can leverage AI to create work orders from a written description of the issue. The Create Work Order AI agent is available through the Now Assist panel on platform and through the ServiceNow Agent mobile app. [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. [Custom template and custom prompt support](https://www.servicenow.com/docs/access?context=customize-a-skill&family=zurich&ft:locale=en-US) : As an admin, you can clone the KB generation skill and customize the input fields. You can also clone the Work order task summarization skill, then access the skill in the Now Assist skill kit, and update the prompts. | | Australia | [AI agent: Parts Manager](https://www.servicenow.com/docs/access?context=fsm-ai-agent-parts-manager&family=australia&ft:locale=en-US) : Track and validate parts usage when closing work order tasks. The Parts Manager AI agent interprets activity notes to update parts statuses and automatically adjusts inventory when tasks are closed. The AI agent is available through the Now Assist panel on platform and through the ServiceNow Agent mobile app. [AI agent: Create Work Order from image](https://www.servicenow.com/docs/access?context=fsm-ai-agent-create-work-order-image&family=australia&ft:locale=en-US) : Create work orders by uploading photos of equipment issues. The AI agent extracts relevant information from the image to populate work order fields. A cancel option is available when selecting photos from the camera or photo library. [Voice-to-text input in Now Assist Virtual Agent](https://www.servicenow.com/docs/access?context=fsm-nava-voice-to-text&family=australia&ft:locale=en-US) : Use voice input when interacting with Now Assist Virtual Agent in the ServiceNow Agent mobile app. Tap the microphone icon to dictate messages instead of typing. [New third-party AI model provider options available for all AI applications](https://www.servicenow.com/docs/access?context=exploring-large-language-models&family=australia&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. | [ ] ## Changes Between your current release family and Australia, some changes were made to existing ServiceNow Otto for FSM features. {#dfrn3-servicenowottoforfsm-summary__entry__14} | Release | Release notes | |-|-| | Zurich | [AI visual indicators](https://www.servicenow.com/docs/access?context=now-assist-fsm&family=zurich&ft:locale=en-US) : Consistent gradient styles indicate when AI is assisting or augmenting an experience. Gradients appear across AI-powered features in Workspace, UI16, and mobile interfaces. Gradients subtly animate during AI processing and return to a static state when complete. [Updated icons in Now Assist Virtual Agent](https://www.servicenow.com/docs/access?context=now-assist-fsm&family=zurich&ft:locale=en-US) : The Now Assist Virtual Agent interface includes updated icons for web search, photo upload, and microphone functions. [Create Work Order AI agent performance improvements](https://www.servicenow.com/docs/access?context=fsm-ai-agent-use-cases&family=zurich&ft:locale=en-US) : The Create Work Order AI agent was optimized to reduce latency and improve response times. Inter-agent communication was streamlined to minimize redundant processing during work order creation. Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [Removed prompt headers](https://www.servicenow.com/docs/access?context=cust-now-assist-fsm-wot-summarization-skill&family=zurich&ft:locale=en-US) : The prompt headers have been removed from the work order summarization skill to support third-party large language models. You can now customize prompts via a hyperlink to the Now Assist skill. | | Australia | [Primary action button for Now Assist Virtual Agent](https://www.servicenow.com/docs/access?context=now-assist-fsm&family=australia&ft:locale=en-US) : Access Now Assist Virtual Agent from a primary action button in the ServiceNow Agent mobile app navigation bar. Administrators can configure this button to launch Now Assist Virtual Agent or another global function. When configured for Virtual Agent, tapping the button opens Now Assist without additional navigation steps. [AI visual indicators](https://www.servicenow.com/docs/access?context=now-assist-fsm&family=australia&ft:locale=en-US) : Consistent gradient styles indicate when AI is assisting or augmenting an experience. Gradients appear across AI-powered features in Workspace, UI16, and mobile interfaces. Gradients subtly animate during AI processing and return to a static state when complete. [Updated icons in Now Assist Virtual Agent](https://www.servicenow.com/docs/access?context=now-assist-fsm&family=australia&ft:locale=en-US) : The Now Assist Virtual Agent interface includes updated icons for web search, photo upload, and microphone functions. [Create Work Order AI agent performance improvements](https://www.servicenow.com/docs/access?context=fsm-ai-agent-create-work-order&family=australia&ft:locale=en-US) : The Create Work Order AI agent was optimized to reduce latency and improve response times. Inter-agent communication was streamlined to minimize redundant processing during work order creation. | [ ] ## Removed Between your current release family and Australia, some ServiceNow Otto for FSM features or functionality were removed. {#dfrn3-servicenowottoforfsm-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 FSM features or functionality were deprecated. {#dfrn3-servicenowottoforfsm-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 FSM. {#dfrn3-servicenowottoforfsm-summary__entry__32} | Release | Release notes | |-|-| | Zurich | Activation information : Now Assist features are available with activation of the ServiceNow Otto for FSM plugin. For more information, see [Install plugins for ServiceNow Otto](https://www.servicenow.com/docs/access?context=install-now-assist-feature-plugins&family=zurich&ft:locale=en-US). Important: ServiceNow Otto for FSM is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Australia | Activation information : Now Assist features are available with activation of the ServiceNow Otto for FSM plugin. For more information, see [Install AI plugins in AI Admin Hub](https://www.servicenow.com/docs/access?context=install-now-assist-feature-plugins&family=australia&ft:locale=en-US). Important: ServiceNow Otto for FSM 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 FSM we have noted them here. {#dfrn3-servicenowottoforfsm-summary__entry__38} | Release | Release notes | |-|-| | Zurich | Additional requirements : The ServiceNow Otto for FSM application requires Field Service Management. | | Australia | Additional requirements : The ServiceNow Otto for FSM application requires Field Service Management. | [ ] ## Browser requirements If any specific browser requirements were introduced or changed for ServiceNow Otto for FSM we have noted them here. {#dfrn3-servicenowottoforfsm-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 FSM, such as specific requirements or compliance levels. {#dfrn3-servicenowottoforfsm-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 FSM we have noted them here. {#dfrn3-servicenowottoforfsm-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 FSM we have noted them here. {#dfrn3-servicenowottoforfsm-summary__entry__62} | Release | Release notes | |-|-| | Zurich | * Track and validate parts usage during work order task closure with the Parts Manager AI agent. * Create work orders from images by uploading photos of equipment issues through the Now Assist panel or ServiceNow Agent mobile app. * Access Now Assist Virtual Agent from a primary action button in the mobile app navigation bar. * Use voice-to-text input when interacting with Now Assist Virtual Agent in the ServiceNow Agent mobile app. * Enhance your productivity with the Create Work Order AI agent, which allows users to initiate work orders using AI to process descriptions from text. See [\[Placeholder link text to key bundle-fsm.now-assist-fsm\]](https://www.servicenow.com/docs/access?context=now-assist-fsm&family=zurich&ft:locale=en-US) for more information. | | Australia | * Track and validate parts usage during work order task closure with the Parts Manager AI agent. * Create work orders from images by uploading photos of equipment issues through the Now Assist panel or ServiceNow Agent mobile app. * Access Now Assist Virtual Agent from a primary action button in the mobile app navigation bar. * Use voice-to-text input when interacting with Now Assist Virtual Agent in the ServiceNow Agent mobile app. * Experience updated visual indicators with consistent AI gradients across platform, workspace, and mobile interfaces. See [\[Placeholder link text to key bundle-fsm.now-assist-fsm\]](https://www.servicenow.com/docs/access?context=now-assist-fsm&family=australia&ft:locale=en-US) for more information. | [ ]