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

  • Release version: Australia
  • Updated July 20, 2026
  • 3 minutes to read
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    Summary of Combined Advanced Work Assignment release notes for upgrades from Yokohama to Australia

    This consolidated release notes page provides ServiceNow customers with a comprehensive overview of the Advanced Work Assignment (AWA) updates from the Yokohama release through to the Australia release. It is designed to assist customers in preparing for and understanding the changes involved in upgrading AWA across these releases.

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    New Features

    • Yokohama Release: Introduced the ability to run AWA assignments on different nodes or cadences tailored for various service channels, enhancing both performance and resilience of the application.
    • Enabled agents to provide wrap-up codes or notes for interactions or segments they were involved in, improving tracking and context at the end of calls.
    • Zurich and Australia Releases: No new features introduced.

    Changes, Removals, and Deprecations

    From Yokohama through Australia, there were no recorded changes, removals, or deprecations in Advanced Work Assignment features. Customers can expect feature stability during this upgrade path.

    Activation Information

    • Advanced Work Assignment is an AI Platform feature activated via the Glide Advanced Work Assignment plugin (com.glide.awa).
    • To use External routing functionality, activation of the External Routing Support plugin (com.glide.awa-external) is required.

    Additional Requirements and Browser Support

    • There are no new additional requirements introduced between Yokohama and Australia releases.
    • AWA does not support mobile devices, Internet Explorer, or Microsoft Edge (legacy). Supported browsers include Microsoft Edge based on Chromium and other modern browsers as specified in ServiceNow’s browser support documentation.

    Accessibility and Localization

    No updates were made to accessibility or localization considerations for Advanced Work Assignment in these releases.

    Practical Implications for ServiceNow Customers

    • When upgrading from Yokohama to Australia, customers benefit from enhanced AWA performance through service channel-specific assignment handling.
    • Agents gain improved interaction documentation capabilities with wrap-up codes and notes, facilitating better case resolution and reporting.
    • Customers should ensure activation of the necessary plugins to fully utilize AWA features, especially for AI-based work assignment and external routing.
    • Review browser compatibility to guarantee optimal user experience with AWA.

    Consolidated page of all release notes for Advanced Work Assignment from Yokohama 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 Yokohama 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

    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

    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

    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

    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

    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

    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

    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

    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

    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

    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

    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.