--- 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 Source-to-Pay Operations release notes for upgrades from Zurich to Australia # Combined ServiceNow Otto for Source-to-Pay Operations 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) 12 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 Source-to-Pay Operations Release Notes for Upgrades from Zurich to Australia This consolidated release notes document covers key updates, new features, changes, and activation information for ServiceNow Otto for Source-to-Pay Operations as customers upgrade from the Zurich to Australia release family. It enables ServiceNow customers to understand enhancements across Accounts Payable Operations (APO), Sourcing and Procurement Operations (SPO), Supplier Lifecycle Operations (SLO), and Purchase Order Management (POM) within the Otto conversational AI platform. Show full answer Show less ## New Features * **Expanded AI Model Providers:** In addition to the existing Now LLM Service and Azure OpenAI, Google Gemini and AWS Claude are now available for generative AI capabilities across all AI applications. * **Enhanced AI Skills and Agentic Workflows:** * **Accounts Payable Operations:** The Field Extractor skill automates extraction of invoice numbers from cases generated via multiple channels, improving resolution speed and accuracy. The Inquiry Classifier auto-populates subcategories for invoice inquiries. The Inquiry Resolution Provider AI agent autonomously processes high volumes of invoice inquiries, reducing manual workload. The Recommend Invoice Owner AI agent identifies missing business owners for invoices. * **Sourcing and Procurement Operations:** Virtual Agent chat supports contextual generative AI for self-service purchasing and quote uploads. Now Assist automates extraction of supplier and item details from vendor quotes to pre-fill purchase requisitions. The renamed Conversational Intake workflow consolidates procurement purchasing and sourcing plans into a unified Procurement Product Recommendation AI agent, supplemented by agents for request tracking and inquiry analysis. New skills include sentiment analysis for procurement cases and automated professional email response generation across procurement-related records. AI-driven categorization automatically assigns spend categories to service requests and purchase orders. * **Supplier Lifecycle Operations:** The Coordinate Supplier Onboarding agentic workflow automates supplier registration with AI agents validating supplier data, banking information, duplicate checks, and managing approvals. The Supplier Document Strategy Generator AI agent creates onboarding tasks based on configurable knowledge base articles. Supplier emails are automatically converted into cases and routed appropriately. Supplier performance summarization and sentiment analysis skills provide consolidated insights and tone detection in supplier cases, along with AI-generated email responses. * **Purchase Order Management:** Supplier emails automatically create purchase order exceptions assigned to operational buyers. The Define PO Exception Mitigation Strategy workflow analyzes delivery gaps and recommends order changes with alternative suppliers. * **Source-to-Pay Common Skills:** AI-driven email response generation and sentiment analysis skills operate across APO, SPO, and SLO workflows to streamline communications and prioritize cases. The AI Data Explorer enables natural language queries for reports, visualizations, and KPIs. ## Changes * **Now Assist Usage Measurement:** Transitioned from a 365-day look-back model to a 365-day burn-down model resetting at contract anniversary dates, affecting AI usage tracking. * **Default AI Skill Activation:** For new customers, designated AI skills activate automatically upon installation. For existing customers upgrading, unconfigured skills turn on automatically while previously configured and deactivated skills remain off. * **User Experience Updates:** The Coral theme is now the default for new portals and experiences with Next Experience or Core UI enabled, offering a fresh brand-neutral look with dark theme options. ## Activation and Upgrade Guidance ServiceNow Otto for Source-to-Pay Operations components---SPO, SLO, APO, and POM---must be installed or upgraded via requests through the ServiceNow Store. Customers should review and complete pre- and post-upgrade tasks outlined in the release notes to ensure smooth transitions. No additional browser, localization, accessibility, or special requirements have changed between Zurich and Australia releases. ## Practical Impact for ServiceNow Customers * **Efficiency Gains:** Automation of invoice data extraction, supplier onboarding, and procurement request handling reduces manual effort and accelerates process completion. * **Improved User Experience:** AI-powered conversational agents guide users through sourcing and procurement workflows, enabling faster request submissions and approvals. * **Enhanced Communication:** AI-generated professional email responses and sentiment analysis improve response consistency and help prioritize cases based on emotional tone. * **Unified Data Insights:** The AI Data Explorer and supplier performance summaries provide actionable insights and reporting capabilities for better decision-making. * **Advanced AI Integration:** Support for multiple third-party AI providers offers flexible and scalable generative AI skill options. Consolidated page of all release notes for ServiceNow Otto for Source-to-Pay Operations 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 Source-to-Pay Operations 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 Source-to-Pay Operations to Australia Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-servicenowottoforsourcetopayoperations-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 Source-to-Pay Operations. {#dfrn3-servicenowottoforsourcetopayoperations-summary__entry__8} | Release | Release notes | |-|-| | Zurich | [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. [ServiceNow Otto for Finance and Procurement](https://www.servicenow.com/docs/access?context=now-assist-fsc-common&family=zurich&ft:locale=en-US) : The Field Extractor skill extracts the invoice number and supplier invoice number from the inquiry case. The inquiry case is generated through different channels (emails, virtual agent chats, or web content). The access control lists (ACLs) confirm that only authorized agents can activate or configure the skill.The Supplier summarization skill in Source-to-Pay Operations workspace provides unified view of supplier-related inquiries and pending actions. This feature helps specialists and supplier managers to quickly view a concise summary of supplier-related cases, tasks, and exceptions.The Inquiry classifier skill auto-populates the subcategory of an invoice inquiry case by analyzing its description and short description in the Accounts Payable Operations. [ServiceNow Otto for Sourcing and Procurement Operations (SPO) skills in a Virtual Agent chat](https://www.servicenow.com/docs/access?context=now-assist-spo-va-using&family=zurich&ft:locale=en-US) : Requesters can leverage contextual generative AI by using ServiceNow Otto for SPO in a Virtual Agent chat to complete self-service tasks, such as purchasing products. [ServiceNow Otto for SPO](https://www.servicenow.com/docs/access?context=now-assist-spo&family=zurich&ft:locale=en-US) : Upload quotes from vendors to request a purchase using the Procurement product recommendation AI agent. Now Assist automatically extracts supplier information, item descriptions, quantities, and pricing from uploaded vendor quotes to pre-fill purchase requisition forms, eliminating manual data entry and accelerating request submission.The Help fulfill procurement requests agentic workflow has been renamed to Conversational intake for sourcing and procurement to better reflect its expanded scope and capabilities.Employees can initiate sourcing and procurement requests conversationally, with the agent automatically applying organizational policies, routing logic, and pre-filling request details for faster completion.To enhance performance and simplify maintenance, the Conversational intake for sourcing and procurement agentic workflow now includes three core AI agents. The Procurement purchasing plan and Procurement sourcing plan AI agents have been consolidated into a single, unified Procurement product recommendation AI agent. * Procurement request tracking AI agent: Finds and summarizes request status details to answer employee inquiries. * Procurement product recommendation AI agent: Recommends products based on organizational buying criteria, creates purchasing or sourcing plans, and guides employees through the checkout or request process. * Procurement inquiry analysis AI agent: Analyzes employee inquiries to determine next steps, routes tasks to the appropriate agent, provides knowledge-based answers, and manages fallback handling for unsupported requests. [ServiceNow Otto for SLO](https://www.servicenow.com/docs/access?context=now-assist-slo&family=zurich&ft:locale=en-US) : ServiceNow Otto for SLO includes the Coordinate supplier onboarding agentic workflow to streamline the supplier onboarding process by automating supplier registration. AI agents automate the supplier onboarding process by validating profile data and banking details, checking for duplicate suppliers, task generation, communication with suppliers, and final approvals, streamlining the entire process for faster time-to-activation. To make the workflow more dynamic, the Supplier document strategy generator AI agent creates tasks by referring to a KB article which has all the details about the regions and industry related tasks and documents required for onboarding. The KB article is available as a part of demo data, however, the admin can edit and configure this KB article as required. The following AI agents in the Coordinate supplier onboarding agentic workflow perform the supplier onboarding tasks: * Supplier data steward AI agent: Validates supplier data and checks for duplicate records, creates an invitation case for the supplier contact and assigns the necessary supplier tasks. Also, if required, communicates to the supplier about missing information that must be updated. * Supplier data validator AI agent: Validates supplier-provided profile information and banking details (like account name, account ID, and bank name) in real time. * Supplier approval AI agent: Manages approval or rejection of the supplier onboarding. * Supplier document strategy generator AI agent: Generates a plan to create tasks after referring to the dedicated KB article which includes all the details about the tasks required for onboarding based on the region and industry. For more information, see [\[Placeholder link text to key bundle-stpop.agentic-workflows-na-slo\]](https://www.servicenow.com/docs/access?context=agentic-workflows-na-slo&family=zurich&ft:locale=en-US). [ServiceNow Otto for APO](https://www.servicenow.com/docs/access?context=now-assist-apo&family=zurich&ft:locale=en-US) : The ServiceNow Otto for APO includes Inquiry resolution provider agent and Recommend invoice owner which resolves invoice inquiries autonomously and recommends business owner for invoices (Non-PO, Non-PO type credit memo). * The Inquiry resolution provider AI agent processes high volumes of repetitive invoice inquiries through various channels (web, email, virtual agent, mobile and manual entry) to significantly reduce the workload of human agents. * The Recommend invoice owner AI agent identifies the missing business owner through semantic matching or by creating tasks. The Recommend invoice owner agent triggers when a Missing or invalid business owner exception is raised. For more information on the AI agents, see [Use AI agents in ServiceNow Otto for Accounts Payable Operations (APO)](https://www.servicenow.com/docs/access?context=using-apo-ai-agents&family=zurich&ft:locale=en-US) | | Australia | [ServiceNow Otto for SPO](https://www.servicenow.com/docs/access?context=now-assist-spo&family=australia&ft:locale=en-US) : [Analyze sentiment in procurement cases](https://www.servicenow.com/docs/access?context=analyze-sentiments-na-spo&family=australia&ft:locale=en-US)Helps procurement specialists to analyze procurement case fields and live agent chats to determine the tone of the fulfiller.[Generate an email response for procurement cases](https://www.servicenow.com/docs/access?context=email-response-na-spo&family=australia&ft:locale=en-US)Analyze procurement case, sourcing request, purchase requisition, sourcing event, negotiation, and stretch items like procurement, sourcing, and receipt tasks to generate professional email response. This eliminates the need to manually look up information across multiple records and allows procurement specialists to handle inquiries effectively.[Submit a purchase request using a SOW](https://www.servicenow.com/docs/access?context=now-assist-spo-upload-sow&family=australia&ft:locale=en-US) Upload SOW documents to submit purchase requests. AI agents parse your documents, extract relevant data, and prepopulate your request, enabling you to focus on reviewing and approving submissions instead of manual data entry.[Conversational intake sourcing procurement agentic](https://www.servicenow.com/docs/access?context=spo-help-fulfill-pr-agentic&family=australia&ft:locale=en-US) Streamline end‑to‑end procurement workflows with a conversational intake experience powered by AI agent support. AI agents guide you through relevant steps while providing contextual recommendations and real-time progress updates.[Automatically assign categories](https://www.servicenow.com/docs/access?context=automatically-assign-categories&family=australia&ft:locale=en-US) Automatically classify service requests, purchase requisitions, and purchase orders into the correct spend categories using the spend categorization AI agent. [ServiceNow Otto for SLO](https://www.servicenow.com/docs/access?context=now-assist-slo&family=australia&ft:locale=en-US) : [AI driven supplier onboarding](https://www.servicenow.com/docs/access?context=supplier-onboarding-agentic-workflow&family=australia&ft:locale=en-US) Use theAI driven supplier onboarding workflow to automate data validation, duplicate checking, task generation, and supplier communication. Key enhancements include: * Extract banking information from uploaded documents to reduce information mismatch. * Use the document strategy generator AI agent to generate a customized onboarding task list using all published knowledge base articles. * View a list of AI-suggested suppliers while reviewing supplier onboarding requests initiated through sourcing requests. * Supplier relationship managers can manually approve or reject supplier onboarding requests. * Resolve duplicate supplier onboarding requests from the ServiceNow Otto panel by updating the supplier legal name, contact email, or both. [Automate supplier case creation from emails](https://www.servicenow.com/docs/access?context=automated-supplier-case-creation-from-emails&family=australia&ft:locale=en-US) Convert supplier emails into cases automatically when registered supplier contacts send emails to a supplier inbox. Supplier cases are created for all SLO related queries and assigned to the supplier relationship manager. For queries unrelated to SLO, a universal request is created for resolution.[Summarize supplier performance in Source-to-Pay Workspace](https://www.servicenow.com/docs/access?context=summarize-supp-perf&family=australia&ft:locale=en-US) Generate comprehensive supplier performance summaries, including performance data, trends, and actionable insights, using the supplier performance summarization skill.[Analyze sentiments in supplier cases](https://www.servicenow.com/docs/access?context=slo-analyze-sentiments&family=australia&ft:locale=en-US) Use the sentiment analysis skill to analyze supplier case fields and determine the tone or sentiment of the fulfiller.[Generate an email response for supplier cases](https://www.servicenow.com/docs/access?context=generate-email-response-for-supplier-case&family=australia&ft:locale=en-US) Use the email response skill to analyze supplier case details and generate professional email responses using past emails, KB articles, and related tasks. [Source-to-Pay Operations common skills](https://www.servicenow.com/docs/access?context=source-to-pay-common-skills&family=australia&ft:locale=en-US) : The Email response generation skill uses generative AI to automatically draft professional, context-aware email responses for supplier inquiries, procurement communications, and AP case management across Source-to-Pay workflows (APO, SPO, SLO). This reduces manual effort and improves response consistency.The Sentiment analysis skill uses large language models to detect emotional tone (Positive, Negative, or Neutral) in cases across Source-to-Pay workflows (APO, SPO, SLO).The AI Data Explorer for Source-to-Pay (APO, SPO, SLO) supports AI-driven prompt understanding, recommended queries, and drill-down capabilities within a unified interface. [ServiceNow Otto for APO](https://www.servicenow.com/docs/access?context=now-assist-apo&family=australia&ft:locale=en-US) : Use the accounts payable document classification skill to identify and categorize email attachments, such as invoices, credit memos, and supporting documents, that were sent by suppliers. [ServiceNow Otto for POM](https://www.servicenow.com/docs/access?context=now-assist-for-purch-order-magmt&family=australia&ft:locale=en-US) : Convert supplier emails into purchase order exceptions automatically when a registered supplier contact sends emails to a supplier inbox. Purchase order exceptions are created for all purchase order queries and assigned to the operational buyer. For queries unrelated to purchase order exceptions, a universal request is created.Use the define PO exception mitigation strategy agentic workflow in ServiceNow Otto for POM to identify and execute mitigation strategies by analyzing delivery gaps and proposing order changes with alternative suppliers. | [ ] ## Changes Between your current release family and Australia, some changes were made to existing ServiceNow Otto for Source-to-Pay Operations features. {#dfrn3-servicenowottoforsourcetopayoperations-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. 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. | | Australia | No updates for this release. | [ ] ## Removed Between your current release family and Australia, some ServiceNow Otto for Source-to-Pay Operations features or functionality were removed. {#dfrn3-servicenowottoforsourcetopayoperations-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 Source-to-Pay Operations features or functionality were deprecated. {#dfrn3-servicenowottoforsourcetopayoperations-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 Source-to-Pay Operations. {#dfrn3-servicenowottoforsourcetopayoperations-summary__entry__32} | Release | Release notes | |-|-| | Zurich | Activation information : Install Now Assist for Source-to-Pay Operations by requesting it from 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). | | Australia | Activation information : Install for ServiceNow Otto for Sourcing and Procurement Operations (SPO), ServiceNow Otto for Supplier Lifecycle Operations (SLO) and ServiceNow Otto for Accounts Payable Operations (APO), and ServiceNow Otto for Purchase Order Management (POM) 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). | [ ] ## Additional requirements If any additional requirements were introduced or changed for ServiceNow Otto for Source-to-Pay Operations we have noted them here. {#dfrn3-servicenowottoforsourcetopayoperations-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 Source-to-Pay Operations we have noted them here. {#dfrn3-servicenowottoforsourcetopayoperations-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 Source-to-Pay Operations, such as specific requirements or compliance levels. {#dfrn3-servicenowottoforsourcetopayoperations-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 Source-to-Pay Operations we have noted them here. {#dfrn3-servicenowottoforsourcetopayoperations-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 Source-to-Pay Operations we have noted them here. {#dfrn3-servicenowottoforsourcetopayoperations-summary__entry__62} | Release | Release notes | |-|-| | Zurich | Now Assist introduced AI on the platform. As that experience has evolved, there's a new name for the experience. ServiceNow Otto® is the conversational AI platform integrated into ServiceNow workflows. It provides agentic capabilities, supports multimodal interactions across web, mobile, and messaging channels, and enables autonomous orchestration for cross-system workflows. [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) * Some Now Assist skills are now turned on by default. * Additional role configuration required for agentic workflows and AI agents included with your applications. Previous Patch releases * Some Now Assist skills are now turned on by default. * Create purchase requisitions faster by uploading vendor quote files directly through Now Assist's AI-powered chat interface in the Employee Center. * Use the improved AI search in Shopping Hub, powered by the Retrieval Augmented Generation (RAG) framework, to get more accurate and relevant results. * The Help fulfill procurement requests agentic workflow has been renamed to Conversational intake for sourcing and procurement to better reflect its expanded scope and capabilities. * Use enhanced AI agents for the Conversational intake for sourcing and procurement agentic workflow in Now Assist for SPO to improve usability and operational efficiency. * Use enhanced AI agents for the Coordinate supplier onboarding agentic workflow in Now Assist for SLO to automate supplier registration and streamline onboarding. * Use the Field extractor skill to automate the extraction of invoice numbers or supplier invoice numbers from inquiry cases. The skill works with cases generated through emails, virtual agent chats, or web content. Automating the extraction enhances Accounts Payable agents' efficiency, leading to faster and more accurate resolutions. * The Enhanced Inquiry resolution provider AI agent uses more data sources to suggest resolution to supplier inquiries. See [ServiceNow Otto](https://www.servicenow.com/docs/access?context=now-assist-source-to-pay-operations&family=zurich&ft:locale=en-US) for more information. | | Australia | Now Assist introduced AI on the platform. As that experience has evolved, there's a new name for the experience. ServiceNow Otto® is the conversational AI platform integrated into ServiceNow workflows. It provides agentic capabilities, supports multimodal interactions across web, mobile, and messaging channels, and enables autonomous orchestration for cross-system workflows. * Prioritize cases by using the sentiment analysis skill to analyze a fulfiller's tone or sentiment of invoice cases, procurement cases, supplier cases, and tasks. * Draft professional email responses automatically for invoice cases, procurement cases, supplier cases, tasks with the email response generation skill. * Generate reports, visualizations, and KPIs using natural language queries with the AI data explorer. * Enable buyers execute the best mitigation strategies by analyzing delivery gaps and proposing order changes with alternative suppliers. | [ ]