Combined Advanced Work Assignment release notes for upgrades from Xanadu to Australia

  • Release version: Australia
  • Updated July 20, 2026
  • 4 minutes to read
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    Summary of Combined Advanced Work Assignment Release Notes for Upgrades from Xanadu to Australia

    This consolidated guide provides ServiceNow customers with important information about upgrading the Advanced Work Assignment (AWA) feature from the Xanadu release family up to Australia. It includes key new features, changes, activation instructions, browser requirements, and other relevant details to help you prepare for a smooth upgrade process. Notably, many release families between Xanadu and Australia have no updates, which simplifies upgrade considerations.

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    New Features

    • Xanadu Release:
      • Introduced External Routing to integrate AWA with third-party contact-center-as-a-service (CCaaS) providers via an updated Admin UI.
      • Provided migration tools to move AWA dashboards (Interactions, Messaging, Task, Operations) to the Next Experience interface.
      • Delivered the External Routing Test Tools plugin for automated testing of external routing functionality using ATF-based implementations.
    • Yokohama Release:
      • Enabled running AWA assignments on different nodes or cadences for improved performance and resilience across service channels.
      • Added the ability for agents to provide wrap-up codes or notes for interactions or segments they handled, enhancing interaction tracking.
    • Zurich and Australia Releases: No new features were introduced.

    Changes, Removals, and Deprecations

    No changes, removals, or deprecations to Advanced Work Assignment features were reported across the releases from Xanadu through Australia.

    Activation Information

    • To use Advanced Work Assignment, activate the Glide Advanced Work Assignment plugin (com.glide.awa).
    • For External Routing functionality, activate the External Routing Support plugin (com.glide.awa-external).
    • These activation steps apply consistently from Xanadu through Yokohama; no changes in activation were noted in later releases.

    Browser Requirements

    • Advanced Work Assignment is not supported on mobile devices, Internet Explorer, or the legacy Microsoft Edge browser.
    • Supported browsers include Microsoft Edge based on Chromium and other browsers listed in ServiceNow’s browser support documentation.
    • This requirement has remained consistent from Xanadu through Yokohama, with no updates in later releases.

    Additional Notes

    • No updates related to accessibility, localization, or additional requirements were reported between Xanadu and Australia.
    • Helpful tips include reviewing pre- and post-upgrade tasks and noting that if a release family had no updates, this is explicitly stated for clarity.

    What to Expect

    By upgrading to Australia, you benefit from enhanced integration capabilities with third-party CCaaS providers, improved dashboard experiences, and performance improvements via service channel optimizations. The stable feature set between releases and clear activation steps support a reliable upgrade path without feature removals or deprecations. Adhering to browser requirements ensures optimal functionality of Advanced Work Assignment.

    Consolidated page of all release notes for Advanced Work Assignment from Xanadu to Australia.

    How to use this page

    To help you prepare for your upgrade, we have combined the cross-family Advanced Work Assignment release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Xanadu 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 Advanced Work Assignment to Australia

    Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed.

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama

    		 No updates for this release.

    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 Advanced Work Assignment.

    Release Release notes

    Xanadu
    External routing overview
    Use the updated Admin UI to enable the integration of Advanced Work Assignment with third-party contact-center-as-a-service (CCaaS) providers with the External Routing functionality.
    Migrating Advanced Work Assignment Dashboards
    Migrate the AWA dashboards - Interactions, Messaging, Task, and Operations dashboards - to Next Experience.
    Define external routing test implementation
    Defined the External Routing Test Tools plugin (com.glide.awa.external.test_tools) with a simplified external-routing-provider ATF-based sample implementation to receive and process REST calls about external events.

    Align the payloads generated by the demo data for the sample implementation to process and use the ATF-based tool to verify any modified components.

    Yokohama
    Service channels
    Run AWA assignments on different nodes or cadences for different service channels to improve performance and resilience.
    Use
    Enable agents with the ability to provide wrap-up codes or notes for interactions or segments that the agent was involved in.

    Zurich

    		 No updates for this release.

    Australia

    		 No updates for this release.

    Changes

    Between your current release family and Australia, some changes were made to existing Advanced Work Assignment features.

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Australia

    		 No updates for this release.

    Removed

    Between your current release family and Australia, some Advanced Work Assignment features or functionality were removed.

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Australia

    		 No updates for this release.

    Deprecations

    Between your current release family and Australia, some Advanced Work Assignment features or functionality were deprecated.

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Australia

    		 No updates for this release.

    Activation information

    Review information on how to activate Advanced Work Assignment.

    Release Release notes

    Xanadu

    Advanced Work Assignment is a ServiceNow AI Platform feature that is available with activation of the Glide Advanced Work Assignment plugin (com.glide.awa). For details, see Activate Advanced Work Assignment.

    To use the External routing functionality on your instance, you must activate the External Routing Support plugin (com.glide.awa-external).

    Yokohama

    Advanced Work Assignment is a ServiceNow AI Platform feature that is available with activation of the Glide Advanced Work Assignment plugin (com.glide.awa). For details, see Activate Advanced Work Assignment.

    To use the External routing functionality on your instance, you must activate the External Routing Support plugin (com.glide.awa-external).

    Zurich

    		 No updates for this release.

    Australia

    		 No updates for this release.

    Additional requirements

    If any additional requirements were introduced or changed for Advanced Work Assignment we have noted them here.

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Australia

    		 No updates for this release.

    Browser requirements

    If any specific browser requirements were introduced or changed for Advanced Work Assignment we have noted them here.

    Release Release notes

    Xanadu

    Advanced Work Assignment doesn’t support mobile devices, Internet Explorer, or Microsoft Edge. Instead, use Microsoft Edge -Chromium or one of the other supported browsers that are listed in Browser support.

    Yokohama

    Advanced Work Assignment doesn’t support mobile devices, Internet Explorer, or Microsoft Edge. Instead, use Microsoft Edge - Chromium or one of the other supported browsers that are listed in Browser support.

    Zurich

    		 No updates for this release.

    Australia

    		 No updates for this release.

    Accessibility information

    Review details on accessibility information for Advanced Work Assignment, such as specific requirements or compliance levels.

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Australia

    		 No updates for this release.

    Localization information

    If there are specific localization considerations for Advanced Work Assignment we have noted them here.

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Australia

    		 No updates for this release.

    Highlight information

    If there are specific highlight considerations for Advanced Work Assignment we have noted them here.

    Release Release notes

    Xanadu
    • Enable Advanced Work Assignment integration with third-party providers with the External Routing feature.
    • Migrate the Advanced Work Assignment dashboards to Next Experience.
    • Defined the External Routing Test Tools plugin (com.glide.awa.external.test_tools) with a simple external routing ATF-based test implementation.

    See Advanced Work Assignment for more information.

    Yokohama
    • Run assignments on different nodes or cadences for different service channels to improve the AWA application's performance and resilience.
    • Provide wrap-up codes or notes for interactions or segments that the agent is involved in at the end of a call.

    See Advanced Work Assignment for more information.

    Zurich

    		 No updates for this release.

    Australia

    		 No updates for this release.