--- 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 Universal Request release notes for upgrades from Zurich to Australia # Combined Universal Request 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) 2 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 Universal Request release notes for upgrades from Zurich to Australia This consolidated release notes document provides ServiceNow customers with a comprehensive update on Universal Request enhancements from the Zurich release through to Australia. It is designed to help you prepare for your upgrade by summarizing new features, changes, activation instructions, and other relevant information. Show full answer Show less ## New Features * **Inter-department Communication:** Agents can now collaborate more effectively across associated tickets via Sidebar discussions and Discuss options. Access and participation are controlled through restricted lists and consistent permissions, improving cross-departmental coordination. * **Universal Request Router Agentic Workflow:** Employees can request help for services that are difficult to find in the catalog or require support from multiple departments. This AI-driven workflow facilitates departmental ticket creation, streamlining complex request handling. ## Changes, Removed Features, and Deprecations No changes, removals, or deprecations were introduced between Zurich and Australia releases for Universal Request. ## Activation Information To enable Universal Request in the Australia release, activate the **Universal Request plugin (com.snc.universalrequest)**. This is a prerequisite for using the new features and workflows. ## Additional Considerations * **Browser Requirements:** No new or changed browser requirements were introduced. * **Accessibility and Localization:** No updates or considerations were added. * **Highlight Information:** The Australia release enhances the ability to raise tickets for hard-to-find catalog services and improve interdepartmental collaboration using the Agentic AI flow for ticket creation. ## Practical Impact for ServiceNow Customers Upgrading to Australia empowers your teams to handle complex service requests more efficiently by improving communication between departments and enabling AI-assisted routing for hard-to-find services. Activating the Universal Request plugin ensures access to these capabilities, supporting smoother service delivery and faster resolution of universal requests. Consolidated page of all release notes for Universal Request from Zurich to Australia. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Universal Request 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 Universal Request to Australia Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-universalrequest-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 Universal Request. {#dfrn3-universalrequest-summary__entry__8} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | [Inter-department communication](https://www.servicenow.com/docs/access?context=ur-create-universal-request-record&family=australia&ft:locale=en-US) : Improve inter-departmental communication by enabling agents to effectively collaborate on associated tickets using the Sidebar discussions and Discuss options. Control agent participation through restricted lists and apply access permissions consistently across associated tickets. [Universal Request Router agentic workflow](https://www.servicenow.com/docs/access?context=agentic-flow-ur&family=australia&ft:locale=en-US) : Enable employees to request help with services that are hard to locate in the catalog listing or need support from multiple departments. | [ ] ## Changes Between your current release family and Australia, some changes were made to existing Universal Request features. {#dfrn3-universalrequest-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 Universal Request features or functionality were removed. {#dfrn3-universalrequest-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 Universal Request features or functionality were deprecated. {#dfrn3-universalrequest-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 Universal Request. {#dfrn3-universalrequest-summary__entry__32} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | Activation information : Universal Request is available with activation of the Universal Request plugin (com.snc.universal_request). For details, see [Activate Universal Request](https://www.servicenow.com/docs/access?context=activate-ur-plugin&family=australia&ft:locale=en-US). | [ ] ## Additional requirements If any additional requirements were introduced or changed for Universal Request we have noted them here. {#dfrn3-universalrequest-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 Universal Request we have noted them here. {#dfrn3-universalrequest-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 Universal Request, such as specific requirements or compliance levels. {#dfrn3-universalrequest-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 Universal Request we have noted them here. {#dfrn3-universalrequest-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 Universal Request we have noted them here. {#dfrn3-universalrequest-summary__entry__62} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | * Enable employees raise tickets for hard-to-find catalog services or issues requiring interdepartmental collaboration using the Agentic AI flow for departmental ticket creation. * Resolve universal requests efficiently by enabling effective communication among agents from different departments. See [Universal Request](https://www.servicenow.com/docs/access?context=ur-landing-limitedaccess&family=australia&ft:locale=en-US) for more information. | [ ]