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

    This consolidated release notes page helps ServiceNow customers prepare for upgrading Advanced Work Assignment (AWA) from the Xanadu release family through to Australia. It summarizes new features, changes, deprecations, activation steps, requirements, and browser support relevant to AWA across these releases, enabling customers to understand what to expect and how to plan their upgrade effectively.

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    New Features

    • Zurich: Introduced the ability to use AWA without an existing interaction or work item, allowing use of inbox cards in Workspace independently. Also added a new interaction record field to indicate if an interaction involves a third-party provider.
    • Australia: Added support to configure routing for non-task and non-interaction tables such as leads, opportunities, orders, and quotes within AWA. Enabled telephone-style transfer workflows to facilitate warm transfers where agents can consult privately before merging calls with customers.

    Changes, Removals, and Deprecations

    No updates, removals, or deprecations were introduced to AWA features between Xanadu and Australia releases.

    Activation Information

    • AWA is a ServiceNow AI Platform feature requiring activation of the Glide Advanced Work Assignment plugin (com.glide.awa).
    • To use External Routing functionality, activate the External Routing Support plugin (com.glide.awa-external).

    Additional Requirements and Browser Support

    • No new additional requirements were introduced across the releases.
    • AWA does not support mobile devices or Internet Explorer.
    • Microsoft Edge (legacy) is unsupported; use Microsoft Edge based on Chromium or other supported browsers as listed in ServiceNow Browser Support documentation.

    Other Notes

    No changes or updates were noted regarding accessibility, localization, or highlight information apart from the new capabilities described above.

    Practical Implications for ServiceNow Customers

    • After upgrading to Australia, you can leverage AWA for routing and work assignment beyond traditional interaction tasks, expanding use cases to sales and order management tables.
    • Telephone-style transfer workflows enhance agent collaboration and customer experience during call transfers.
    • Ensure the required plugins are activated to access full AWA capabilities, especially external routing.
    • Plan browser usage to comply with supported environments for optimal AWA performance.

    Consolidated page of all release notes for Advanced Work Assignment (AWA) 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 (AWA) 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 (AWA) 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 (AWA).

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama

    		 No updates for this release.

    Zurich
    Use AWA without existing interaction or work item
    Use AWA with an inbox card in Workspace without an existing interaction or work item.
    New interaction record field
    A new interaction record field was added to indicate whether this interaction is related to a third-party provider.

    Australia
    Advanced Work Assignment
    Configure routing for non-task and non-interaction tables such as leads, opportunities, orders, and quotes in AWA.
    Advanced Work Assignment
    Use telephone-style transfer workflows in AWA to enable warm transfers where agents consult privately before merging calls with the customer.

    Changes

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

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama

    		 No updates for this release.

    Zurich

    AWA 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).

    Australia

    AWA 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.

    Additional requirements

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

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama

    		 No updates for this release.

    Zurich

    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.

    Australia

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

    Accessibility information

    Review details on accessibility information for Advanced Work Assignment (AWA), 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 (AWA) 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 (AWA) we have noted them here.

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama

    		 No updates for this release.

    Zurich

    Use AWA with an inbox card in Workspace without an existing interaction or work item.

    See Advanced Work Assignment for more information.

    Australia

    Use AWA with non-task and non-interaction tables such as leads, opportunities, orders, and quotes.

    See Advanced Work Assignment for more information.