--- 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 October 8, 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 note provides ServiceNow customers with essential upgrade information for the Otto for Field Service Management (FSM) product, spanning from the Zurich release family to Australia. It highlights new features, changes, activation instructions, and important pre- and post-upgrade considerations to help customers prepare and optimize their FSM experience. Show full answer Show less ## New Features * **Parts Manager AI Agent:** Automatically tracks and validates parts usage during work order task closure by analyzing activity notes and adjusting inventory. Accessible via the Now Assist panel on the platform and the ServiceNow Agent mobile app. * **Create Work Order from Image:** Enables creation of work orders by uploading photos of equipment issues. The AI extracts relevant data to populate work order fields. A cancel option is available when selecting photos. * **Voice-to-Text Input in Now Assist Virtual Agent:** Allows users to dictate messages using voice input instead of typing within the ServiceNow Agent mobile app. * **Primary Action Button for Now Assist Virtual Agent:** Provides quick access to Now Assist Virtual Agent from the mobile app navigation bar. Administrators can configure this button to launch the Virtual Agent or another global function, streamlining user interactions. * **AI Model Provider Options:** Expanded third-party AI providers including Google Gemini and AWS Claude complement existing options such as Now LLM Service and Azure OpenAI, enhancing AI capabilities. * **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 and subtle animations indicate AI assistance or augmentation across Workspace, UI16, and mobile interfaces, providing clearer visual feedback during AI processing. * **Updated Now Assist Virtual Agent Icons:** Refreshed icons for web search, photo upload, and microphone functions improve usability. * **Create Work Order AI Agent Performance Improvements:** Optimized for reduced latency and improved response times, with streamlined inter-agent communication to avoid redundant processing during work order creation. * **Coral Theme:** Introduced as the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled, featuring brand-neutral illustrations. A dark theme option is also available. * **Removed Prompt Headers:** Prompt headers have been removed from the work order summarization skill to support third-party large language models, enabling easier customization through hyperlinks in Now Assist skill. ## Activation and Requirements * Activation of ServiceNow Otto for FSM features requires enabling the Otto for FSM plugin, available via the ServiceNow Store. * The application depends on Field Service Management being installed and activated. ## Additional Notes * No features or functionality were removed or deprecated between Zurich and Australia releases. * No updates to browser requirements, accessibility, or localization were introduced in these releases. ## What Customers Can Expect Upgrading to Australia enhances FSM operations by introducing AI-driven automation for parts management and work order creation, improving user productivity through voice input and streamlined mobile navigation. Visual and performance improvements provide a more intuitive and responsive experience. Customers should prepare by reviewing activation steps and ensuring Field Service Management is in place before upgrading. 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 plugins for ServiceNow Otto](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. | [ ]