--- sourceDocument: brazil Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/delta-australia-brazil Release : - brazil ft:locale : - en-US ft:publication_title : - brazil Combined Product Files ft:clusterId : - delta3ba bundleId : - delta3ba --- # Combined Field Service Management release notes for upgrades from Australia to Brazil # Combined Field Service Management release notes for upgrades from Australia to Brazil {#ariaid-title1} Release version: Brazil 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 Field Service Management release notes for upgrades from Australia to Brazil This consolidated release notes page assists ServiceNow customers in preparing for their upgrade from the Australia to Brazil release of Field Service Management (FSM). It summarizes new features, changes, deprecations, and activation details introduced in the Brazil release, helping customers understand important enhancements and how to apply them in their field service operations. Show full answer Show less ## Important Upgrade Information * Review pre- and post-upgrade tasks before upgrading to Brazil to ensure a smooth transition. * The Australia release did not introduce updates; all significant changes are in Brazil. * No features or functionality were removed or deprecated in Australia; deprecations occur starting in Brazil. ## New Features in Brazil Release * **Field Service Questionnaires with Smart Assessments v4.0:** Create Smart Assessment templates faster by leveraging a standard question bank. * **Appointment Booking v1.1:** Improved arrive-by appointment slots to prevent overbooking by showing only slots where technicians can finish work within their day. * **Field Service Mobile v3.1:** Enhanced break management allowing technicians to start breaks early, extend breaks, or end breaks early, with schedule updates reflecting actual break times. * **FSM Configurable Dispatcher Workspace Bundle v11.1:** Option to avoid ferry routes on maps when dispatching, favoring land routes unless no alternative exists. * **Schedule Optimization v1.2 and v2.0:** Expanded capabilities including support for overlapping territories, four new matching dimensions (skills and radius-based filtering), skill level and expiration management for technician qualifications, detailed run summaries with shift and optimization window visibility, and time-bound demand channel mapping to assign tasks accurately. * **Dispatcher Workspace v11.0:** View technician breaks and lunch details directly within calendar task events for easier management. * **Proxy Actions v1.0:** Allow agents and managers to perform actions on behalf of other technicians with controlled policies and permissions. * **Manager Workforce v2.0:** Embedded and editable lunch breaks within workforce schedules, with real-time break status updates. * **Scheduling AI Agent Collections v2.0:** ServiceNow Otto AI can now update and delete shifts and schedules upon request. * **Shift Scheduling v8.0:** Embed breaks and lunches within work order tasks, with automated or manual break status transitions and corresponding work note logs. * **FSM Configurable Dispatcher Workspace Bundle v11.0:** Dispatchers can create quick filters on tasks and calendars by skill, parts, SLA breaches, improving task visibility and prioritization. ## Changes and Deprecations * **Schedule Optimization:** The "Technicians" tab in the Run Summary was renamed to "Dropped Technicians." * **Schedule Optimization custom queue properties:** In Brazil, several custom queue properties were removed and replaced by Queue Registries for improved queue management and support. ## Activation and Availability * Field Service Management is active by default on the ServiceNow AI Platform for Australia release customers. * For Brazil, FSM must be installed via a request on the ServiceNow Store. * All FSM apps and cumulative release notes are accessible through the ServiceNow Store for easy management and updates. ## Additional Notes * No new browser requirements, localization changes, or accessibility updates were introduced between Australia and Brazil releases. * Highlighted Brazil release capabilities include enhanced mobile productivity for managers, flexible scheduling with lead-time management, appointment availability APIs using territories, and AI-powered optimization and dispatching to improve efficiency and SLA adherence. Consolidated page of all release notes for Field Service Management from Australia to Brazil. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Field Service Management release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Australia to Brazil. 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 Field Service Management to Brazil Before you upgrade to Brazil, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-fieldservicemanagement-summary__entry__2} | Release | Release notes | |-|-| | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## New features Between your current release family and Brazil, new features were introduced for Field Service Management. {#dfrn3-fieldservicemanagement-summary__entry__8} | Release | Release notes | |-|-| | Australia | No updates for this release. | | Brazil | [Field Service Questionnaires with Smart Assessments v4.0](https://www.servicenow.com/docs/access?context=create-a-smart-assessment-template&family=brazil&ft:locale=en-US) : Create Smart Assessment templates faster by adding standard questions from a question bank instead of authoring each question manually. [Appointment Booking v1.1](https://www.servicenow.com/docs/access?context=appt-booking-create-service-config&family=brazil&ft:locale=en-US) : Enhanced arrive-by appointments to display only slots where technicians can complete work before the end of the day, helping prevent overbooking past technicians' availability. [Field Service Mobile v3.1](https://www.servicenow.com/docs/access?context=embedded-breaks-and-lunches&family=brazil&ft:locale=en-US) : Take a break before its scheduled time, extend a break in progress up to your organization's configured limit, or end a break early when your organization allows it. The break updates on your schedule to reflect the actual time. [FSM Configurable Dispatcher Workspace Bundle v11.1 avoid ferry routes](https://www.servicenow.com/docs/access?context=r_PropInstallWFieldServMgmnt&family=brazil&ft:locale=en-US) : Avoid ferries when dispatchers view agent routes on the Dispatcher Workspace map. When an administrator enables the [avoid ferry routes property](https://www.servicenow.com/docs/access?context=r_PropInstallWFieldServMgmnt&family=brazil&ft:locale=en-US) (`sn_fsm_disp_wrkspc.dispatcher_workspace.avoid_ferry_routes`), routes use land roads even if they take longer, and a ferry is used only when no land route is available. [Schedule Optimization v1.2 support for overlapping territories during prioritized optimization](https://www.servicenow.com/docs/r/store-release-notes/store-rn-fsm-schedule-optimization.html) : Expand prioritized event optimization to include overlapping territories when determining the technicians and tasks directly impacted by an event. Configure a search radius at the qualifier level to control which overlapping territories are considered. [Schedule Optimization v1.2 supports matching rules with four additional matching dimensions for prioritized event optimization](https://www.servicenow.com/docs/access?context=triggering-optimization-on-task-or-agent-availability-change&family=brazil&ft:locale=en-US) : Matching rules for prioritized event optimization now support four additional matching dimensions that enable you to filter technicians and tasks based on specific criteria: * retrieve tasks based on skills * retrieve technicians based on skills * retrieve tasks within radius * retrieve technicians within radius Combine matching dimensions using AND logic (all must match) and OR logic (any can match) to more precisely identify which technicians and tasks are directly impacted by events. Configure matching dimensions at the qualifier level to define which technicians and tasks are considered for assignment. [Schedule Optimization v2.0 skill level and skill expiration support](https://www.servicenow.com/docs/access?context=skills-table-fields&family=brazil&ft:locale=en-US) : Control how skill requirements are evaluated during Schedule Optimization. Define whether a task requires a specific skill level or any level of a skill, and configure start and end dates for technician skills. Schedule Optimization assigns only technicians with valid qualifications. [Schedule Optimization v 2.0 expanded Run Summary details](https://www.servicenow.com/docs/access?context=monitoring-schedule-optimization-runs&family=brazil&ft:locale=en-US) : Gain more visibility into Schedule Optimization results. The Run Summary now displays the optimization horizon, including the start and end dates of the optimization window, and shows all shifts considered during optimization with status and reason codes. Review job-level and qualifier-level optimization metrics and shift plans with their assigned tasks. [Schedule Optimization v2.0 support time-bound availability of demand channel in a territory](https://www.servicenow.com/docs/access?context=hard-soft-constraints&family=brazil&ft:locale=en-US) : Assign tasks only to eligible technicians based on the demand channel mapping and availability. For example, a technician mapped to Installation demand channel on Mondays is assigned only Installation tasks scheduled on Mondays. [Dispatcher Workspace v11.0 view breaks](https://www.servicenow.com/docs/access?context=view-task-calendar&family=brazil&ft:locale=en-US) : View break and lunch details directly within task events on the calendar in Dispatcher Workspace. Dispatchers no longer need to open a separate record to see when an agent is on break. Lunch breaks can be viewed directly within scheduled tasks. [Proxy Actions v1.0](https://www.servicenow.com/docs/access?context=configure-proxy-fsm&family=brazil&ft:locale=en-US) : Proxy Actions let an agent or manager perform specific actions on a work order task on behalf of another technician --- someone other than the person the task is actually assigned to. Proxy action policies are administered through a dedicated policy form. The Proxy Admin role automatically inherits delegation admin permissions. [Manager Workforce v2.0](https://www.servicenow.com/docs/access?context=using-team-calendar&family=brazil&ft:locale=en-US) : Embedded lunch breaks are now visible and editable directly within Workforce, with break status icons updating automatically as break state changes. Technicians and managers can track and manage break status changes. Lunch breaks can now be embedded directly within scheduled tasks rather than tracked as separate events. [Scheduling AI Agent Collections v2.0](https://www.servicenow.com/docs/access?context=now-assist-shift-manage&family=brazil&ft:locale=en-US) : ServiceNow Otto for FSM can now update and delete shifts and schedules on request. [Shift Scheduling v8.0](https://www.servicenow.com/docs/access?context=embedded-breaks-and-lunches&family=brazil&ft:locale=en-US) : Embed breaks and lunches directly within a work order task. Breaks can transition automatically at their scheduled start and end time, or require manual action from the technician, based on the new Auto-status breaks setting. Either way, the work order task pauses and resumes with the break, with the change logged to the work notes in a work order task. [FSM Configurable Dispatcher Workspace Bundle v11.0](https://www.servicenow.com/docs/access?context=quick-filters-dw&family=brazil&ft:locale=en-US) : Dispatchers can build quick filters for the task panel and calendar using criteria such as skill, parts, and SLA breach. A task filter removes tasks that don't match, while a calendar filter grays them out instead of removing them. | [ ] ## Changes Between your current release family and Brazil, some changes were made to existing Field Service Management features. {#dfrn3-fieldservicemanagement-summary__entry__14} | Release | Release notes | |-|-| | Australia | No updates for this release. | | Brazil | Schedule Optimization : The Run Summary "Technicians" tab is renamed to "Dropped Technicians". | [ ] ## Removed Between your current release family and Brazil, some Field Service Management features or functionality were removed. {#dfrn3-fieldservicemanagement-summary__entry__20} | Release | Release notes | |-|-| | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Deprecations Between your current release family and Brazil, some Field Service Management features or functionality were deprecated. {#dfrn3-fieldservicemanagement-summary__entry__26} | Release | Release notes | |-|-| | Australia | No updates for this release. | | Brazil | Schedule Optimization custom queue properties removed in v2.0 : Starting with the Brazil release, the following Schedule Optimization custom queue properties are no longer deployed, enhanced, or supported: * sn_schedule_optim.data_processor_number_of_queues * sn_schedule_optim.solution_processor_number_of_queues * Claim limit properties for all data queues (1--8) and all event queues (1--8) * Event distribution properties for all data queues (1--8) and all event queues (1--8) These properties have been replaced by Queue Registries. For details, see the [Deprecation Process \[KB0867184\]](https://support.servicenow.com/kb_view.do?sysparm_article=KB0867184) article in the Now Support Knowledge Base. | [ ] ## Activation information Review information on how to activate Field Service Management. {#dfrn3-fieldservicemanagement-summary__entry__32} | Release | Release notes | |-|-| | Australia | Activation information : Field Service Management is a ServiceNow AI Platform feature that is active by default. | | Brazil | Activation information : Install Field Service Management 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=brazil&ft:locale=en-US). Note: Field Service Management is available in the ServiceNow Store. For details, see [\[Placeholder link text to key t_ActivateFieldServiceManagement\]](https://www.servicenow.com/docs/access?context=t_ActivateFieldServiceManagement&family=brazil&ft:locale=en-US). | [ ] ## Additional requirements If any additional requirements were introduced or changed for Field Service Management we have noted them here. {#dfrn3-fieldservicemanagement-summary__entry__38} | Release | Release notes | |-|-| | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Browser requirements If any specific browser requirements were introduced or changed for Field Service Management we have noted them here. {#dfrn3-fieldservicemanagement-summary__entry__44} | Release | Release notes | |-|-| | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Accessibility information Review details on accessibility information for Field Service Management, such as specific requirements or compliance levels. {#dfrn3-fieldservicemanagement-summary__entry__50} | Release | Release notes | |-|-| | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Localization information If there are specific localization considerations for Field Service Management we have noted them here. {#dfrn3-fieldservicemanagement-summary__entry__56} | Release | Release notes | |-|-| | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Highlight information If there are specific highlight considerations for Field Service Management we have noted them here. {#dfrn3-fieldservicemanagement-summary__entry__62} | Release | Release notes | |-|-| | Australia | * Increase productivity by Field Service Managers, who can do their work from anywhere on their mobile device with Field Service Manager Mobile. * Allow overbooking in priority cases, consider holidays at the territory level, enable flexible sourcing for work and travel times, and consider task dependencies when scheduling or rescheduling appointments through advanced lead-time management. * Determine appointment availability by using territory through APIs, without providing specific contact or location information. * View run summaries in Schedule Optimization to understand what was evaluated during scheduling, including objectives, constraints, travel mode, and assignment outcomes. * Review the Field Service Management features and activation plugins now available through the ServiceNow Store application. For more details, see the "Changed in the Release" section. See [Field Service Management](https://www.servicenow.com/docs/access?context=fsm-application-landing-page&family=australia&ft:locale=en-US) for more information. | | Brazil | * Create, dispatch, and track work orders across your field service operations. * Manage technician and contractor capacity, skills, and availability to optimize resource allocation. * Track inventory, assets, and planned work to confirm crews have what they need in the field. * Monitor field service performance, quality metrics, territory planning, crew operations, and contractor work to meet customer commitments and service level agreements. * Use ServiceNow Otto AI capabilities to help technicians, dispatchers, and managers work more efficiently and close tasks faster. See [Field Service Management](https://www.servicenow.com/docs/access?context=fsm-application-landing-page&family=brazil&ft:locale=en-US) for more information. | [ ]