--- sourceDocument: brazil Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/delta-yokohama-brazil Release : - brazil ft:locale : - en-US ft:publication_title : - brazil Combined Product Files ft:clusterId : - delta3by bundleId : - delta3by --- # Combined ServiceNow Otto for FSM release notes for upgrades from Yokohama to Brazil # Combined ServiceNow Otto for FSM release notes for upgrades from Yokohama to Brazil {#ariaid-title1} Release version: Brazil Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 10 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 ServiceNow Otto for FSM Release Notes for Upgrades from Yokohama to Brazil This consolidated release note provides ServiceNow customers with a comprehensive summary of updates, new features, changes, and important upgrade information for ServiceNow Otto for Field Service Management (FSM) from the Yokohama release through to Brazil. It is designed to assist customers in preparing for upgrades by outlining relevant enhancements and configuration considerations across these releases. Show full answer Show less ## Key Features Introduced * **Expanded AI Model Support:** Integration of new third-party AI model providers such as Google Gemini and AWS Claude, supplementing existing Now LLM Service and Azure OpenAI support for generative AI skills and agents. * **Custom Templates and Prompts:** Administrators can clone and customize Knowledge Base generation skills and work order task summarization skills, enabling tailored AI interactions via the Now Assist skill kit. * **Assistant for Field Service Management:** Technicians benefit from a consistent interface to access Now Assist from work order tasks or the My Tasks tab, including conversational search capabilities with context-aware follow-ups sourced from the Knowledge Base. * **AI Agents for Enhanced Workflow:** * **Parts Manager AI Agent:** Automatically tracks and validates parts usage during work order task closure and adjusts inventory accordingly, accessible via the Now Assist panel and ServiceNow Agent mobile app. * **Create Work Order from Image AI Agent:** Enables creation of work orders by uploading equipment issue photos, extracting relevant information to populate fields. * **Create Work Order AI Agent:** Facilitates work order creation from text descriptions with improved performance and reduced latency. * **Improved Virtual Agent Experience:** * Primary action button added in the ServiceNow Agent mobile app for quick access to Now Assist Virtual Agent or configurable global functions. * Voice-to-text input support allows users to dictate messages instead of typing. * Updated interface icons for web search, photo upload, and microphone enhance usability. * **Visual and Thematic Updates:** Introduction of consistent AI visual gradient indicators across Workspace, UI16, and mobile interfaces, plus a new default Coral theme providing a fresh, brand-neutral look with an optional dark mode. ## Important Changes * **Now Assist Usage Measurement:** Transitioned to a 365-day burn-down model resetting at contract anniversary, affecting how usage is tracked. * **Default Skill Activation:** Newly installed Now Assist products enable certain skills by default. Upgrading customers will see unconfigured skills automatically enabled, while previously disabled configured skills remain off. * **Access Control Configuration:** Enhanced control over AI agent and agentic workflow discovery and triggering through ACLs in AI Agent Studio, allowing specification of user scope and behavior. * **Removal of Prompt Headers:** To support third-party Large Language Models, prompt headers were removed from work order summarization skills, facilitating prompt customization via hyperlinks. ## Activation and Additional Requirements * Now Assist features require activation of the ServiceNow Otto for FSM plugin, which is available via the ServiceNow Store. * The ServiceNow Otto for FSM application requires the Field Service Management application to function properly. ## Upgrade Considerations * Review pre- and post-upgrade tasks carefully before upgrading to the Brazil release to ensure smooth transition. * Note that the Brazil release itself contains no new updates, removals, or deprecations but consolidates prior enhancements and changes from earlier releases. ## What Customers Can Expect By upgrading from Yokohama to Brazil, ServiceNow FSM customers gain access to advanced AI-driven capabilities that improve technician productivity, parts management, and work order creation. The integrated AI agents and enhanced Now Assist functionalities provide intuitive, efficient workflows supported by flexible customization options and improved user experiences across web and mobile platforms. Additionally, customers benefit from clearer usage measurement, streamlined configuration, and consistent visual cues that indicate AI assistance, all contributing to better management and adoption of AI-enabled FSM operations. Consolidated page of all release notes for ServiceNow Otto for FSM from Yokohama to Brazil. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family ServiceNow Otto for FSM release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Yokohama 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 ServiceNow Otto for FSM to Brazil Before you upgrade to Brazil, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-servicenowottoforfsm-summary__entry__2} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | 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 ServiceNow Otto for FSM. {#dfrn3-servicenowottoforfsm-summary__entry__12} | Release | Release notes | |-|-| | Yokohama | [New third-party AI model provider options available for all Now Assist applications](https://www.servicenow.com/docs/access?context=exploring-large-language-models&family=yokohama&ft:locale=en-US) : Google Gemini and AWS Claude are available for Now Assist skills and AI agents in addition to Now LLM Service and Azure OpenAI. [Custom template and custom prompt support](https://www.servicenow.com/docs/access?context=customize-a-skill&family=yokohama&ft:locale=en-US) : As an admin, you can clone the KB generation skill and customize the input fields. You can also clone the Work order task summarization skill, then access the skill in the Now Assist skill kit, and update the prompts. [Create an Assistant for Field Service Management](https://www.servicenow.com/docs/access?context=activate-virtual-agent-for-field-service-management&family=yokohama&ft:locale=en-US) to do the following: : * Initiate the Now Assist panel from a work order task record or the My tasks tab. * Provide technicians with a consistent and intuitive interface for quick and effortless interaction. * Display a summary of work order tasks. [Use conversational search for technician support](https://www.servicenow.com/docs/access?context=use-conversational-search-for-technician-support&family=yokohama&ft:locale=en-US) to do the following: : * Enable technicians to ask questions in natural language for quick and clear answers. * Enable technicians to receive accurate and reliable responses sourced exclusively from the Knowledge Base. * Provide technicians with context-aware follow-ups, including related parts or steps, for better support. | | Zurich | [AI agent: Parts Manager](https://www.servicenow.com/docs/access?context=fsm-ai-agent-use-cases&family=zurich&ft:locale=en-US) : Track and validate parts usage when closing work order tasks. The Parts Manager AI agent analyzes activity notes to update parts statuses and automatically adjusts inventory when tasks are closed. The AI agent is available through the Now Assist panel on platform and through the ServiceNow Agent mobile app. [AI agent: Create Work Order from image](https://www.servicenow.com/docs/access?context=fsm-ai-agent-use-cases&family=zurich&ft:locale=en-US) : Create work orders by uploading photos of equipment issues. The AI agent extracts relevant information from the image to populate work order fields. [Primary action button for Now Assist Virtual Agent](https://www.servicenow.com/docs/access?context=now-assist-fsm&family=zurich&ft:locale=en-US) : Access Now Assist Virtual Agent from a primary action button in the ServiceNow Agent mobile app navigation bar. Administrators can configure this button to launch Now Assist Virtual Agent or another global function. [Voice-to-text input in Now Assist Virtual Agent](https://www.servicenow.com/docs/access?context=now-assist-fsm&family=zurich&ft:locale=en-US) : Use voice input when interacting with Now Assist Virtual Agent in the ServiceNow Agent mobile app. Tap the microphone icon to dictate messages instead of typing. [AI agent: Create Work Order](https://www.servicenow.com/docs/access?context=fsm-ai-agent-use-cases&family=zurich&ft:locale=en-US) : You can leverage AI to create work orders from a written description of the issue. The Create Work Order AI agent is available through the Now Assist panel on platform and through the ServiceNow Agent mobile app. [New third-party AI model provider options available for all AI applications](https://www.servicenow.com/docs/access?context=exploring-large-language-models&family=zurich&ft:locale=en-US) : Google Gemini and AWS Claude are available for generative AI skills and AI agents, in addition to Now LLM Service and Azure OpenAI. [Custom template and custom prompt support](https://www.servicenow.com/docs/access?context=customize-a-skill&family=zurich&ft:locale=en-US) : As an admin, you can clone the KB generation skill and customize the input fields. You can also clone the Work order task summarization skill, then access the skill in the Now Assist skill kit, and update the prompts. | | Australia | [AI agent: Parts Manager](https://www.servicenow.com/docs/access?context=fsm-ai-agent-parts-manager&family=australia&ft:locale=en-US) : Track and validate parts usage when closing work order tasks. The Parts Manager AI agent interprets activity notes to update parts statuses and automatically adjusts inventory when tasks are closed. The AI agent is available through the Now Assist panel on platform and through the ServiceNow Agent mobile app. [AI agent: Create Work Order from image](https://www.servicenow.com/docs/access?context=fsm-ai-agent-create-work-order-image&family=australia&ft:locale=en-US) : Create work orders by uploading photos of equipment issues. The AI agent extracts relevant information from the image to populate work order fields. A cancel option is available when selecting photos from the camera or photo library. [Voice-to-text input in Now Assist Virtual Agent](https://www.servicenow.com/docs/access?context=fsm-nava-voice-to-text&family=australia&ft:locale=en-US) : Use voice input when interacting with Now Assist Virtual Agent in the ServiceNow Agent mobile app. Tap the microphone icon to dictate messages instead of typing. [New third-party AI model provider options available for all AI applications](https://www.servicenow.com/docs/access?context=exploring-large-language-models&family=australia&ft:locale=en-US) : Google Gemini and AWS Claude are available for generative AI skills and AI agents, in addition to Now LLM Service and Azure OpenAI. | | Brazil | No updates for this release. | [ ] ## Changes Between your current release family and Brazil, some changes were made to existing ServiceNow Otto for FSM features. {#dfrn3-servicenowottoforfsm-summary__entry__22} | Release | Release notes | |-|-| | Yokohama | [Changes to Now Assist usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&family=yokohama&ft:locale=en-US) : Starting with Yokohama Patch 5, Now Assist usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to [KB KB2704710: Now Assist Usage - Overview \& New Measurement Logic](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). [Some Now Assist skills are turned on by default](https://www.servicenow.com/docs/access?context=now-assist-skills-on-by-default&family=yokohama&ft:locale=en-US) : The new default behavior works as follows: * New customers: When you install a Now Assist product, designated skills are turned on automatically. * Existing customers who are upgrading (starting with Yokohama Patch 11): Any previously unconfigured skill is turned on automatically (the skill was never configured and turned on, then turned off again). Previously configured skills that were turned on, then off, remain inactive. [Configure ACLs for AI agents and agentic workflows](https://www.servicenow.com/docs/access?context=aia-security-implementation&family=yokohama&ft:locale=en-US) : Configure the access control lists for who can discover and trigger AI agents and agentic workflows in their guided setups in AI Agent Studio. You can determine whether an AI agent or agentic workflow behaves as a dynamic user or as an AI user. You can also specify if an AI agent or agentic workflow can be available to all authenticated users or publicly available. [Removed prompt headers](https://www.servicenow.com/docs/access?context=cust-now-assist-fsm-wot-summarization-skill&family=yokohama&ft:locale=en-US) : The prompt headers have been removed from the work order summarization skill to support third-party Large Language Models (LLMs). You can now customize prompts via a hyperlink to the Now Assist skill. | | Zurich | [AI visual indicators](https://www.servicenow.com/docs/access?context=now-assist-fsm&family=zurich&ft:locale=en-US) : Consistent gradient styles indicate when AI is assisting or augmenting an experience. Gradients appear across AI-powered features in Workspace, UI16, and mobile interfaces. Gradients subtly animate during AI processing and return to a static state when complete. [Updated icons in Now Assist Virtual Agent](https://www.servicenow.com/docs/access?context=now-assist-fsm&family=zurich&ft:locale=en-US) : The Now Assist Virtual Agent interface includes updated icons for web search, photo upload, and microphone functions. [Create Work Order AI agent performance improvements](https://www.servicenow.com/docs/access?context=fsm-ai-agent-use-cases&family=zurich&ft:locale=en-US) : The Create Work Order AI agent was optimized to reduce latency and improve response times. Inter-agent communication was streamlined to minimize redundant processing during work order creation. Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [Removed prompt headers](https://www.servicenow.com/docs/access?context=cust-now-assist-fsm-wot-summarization-skill&family=zurich&ft:locale=en-US) : The prompt headers have been removed from the work order summarization skill to support third-party large language models. You can now customize prompts via a hyperlink to the Now Assist skill. | | Australia | [Primary action button for Now Assist Virtual Agent](https://www.servicenow.com/docs/access?context=now-assist-fsm&family=australia&ft:locale=en-US) : Access Now Assist Virtual Agent from a primary action button in the ServiceNow Agent mobile app navigation bar. Administrators can configure this button to launch Now Assist Virtual Agent or another global function. When configured for Virtual Agent, tapping the button opens Now Assist without additional navigation steps. [AI visual indicators](https://www.servicenow.com/docs/access?context=now-assist-fsm&family=australia&ft:locale=en-US) : Consistent gradient styles indicate when AI is assisting or augmenting an experience. Gradients appear across AI-powered features in Workspace, UI16, and mobile interfaces. Gradients subtly animate during AI processing and return to a static state when complete. [Updated icons in Now Assist Virtual Agent](https://www.servicenow.com/docs/access?context=now-assist-fsm&family=australia&ft:locale=en-US) : The Now Assist Virtual Agent interface includes updated icons for web search, photo upload, and microphone functions. [Create Work Order AI agent performance improvements](https://www.servicenow.com/docs/access?context=fsm-ai-agent-create-work-order&family=australia&ft:locale=en-US) : The Create Work Order AI agent was optimized to reduce latency and improve response times. Inter-agent communication was streamlined to minimize redundant processing during work order creation. | | Brazil | No updates for this release. | [ ] ## Removed Between your current release family and Brazil, some ServiceNow Otto for FSM features or functionality were removed. {#dfrn3-servicenowottoforfsm-summary__entry__32} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Deprecations Between your current release family and Brazil, some ServiceNow Otto for FSM features or functionality were deprecated. {#dfrn3-servicenowottoforfsm-summary__entry__42} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Activation information Review information on how to activate ServiceNow Otto for FSM. {#dfrn3-servicenowottoforfsm-summary__entry__52} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | Activation information : Now Assist features are available with activation of the ServiceNow Otto for FSM plugin. For more information, see [Install plugins for ServiceNow Otto](https://www.servicenow.com/docs/access?context=install-now-assist-feature-plugins&family=zurich&ft:locale=en-US). Important: ServiceNow Otto for FSM is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Australia | Activation information : Now Assist features are available with activation of the ServiceNow Otto for FSM plugin. For more information, see [Install plugins for ServiceNow Otto](https://www.servicenow.com/docs/access?context=install-now-assist-feature-plugins&family=australia&ft:locale=en-US). Important: ServiceNow Otto for FSM is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Brazil | No updates for this release. | [ ] ## Additional requirements If any additional requirements were introduced or changed for ServiceNow Otto for FSM we have noted them here. {#dfrn3-servicenowottoforfsm-summary__entry__62} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | Additional requirements : The ServiceNow Otto for FSM application requires Field Service Management. | | Australia | Additional requirements : The ServiceNow Otto for FSM application requires Field Service Management. | | Brazil | No updates for this release. | [ ] ## Browser requirements If any specific browser requirements were introduced or changed for ServiceNow Otto for FSM we have noted them here. {#dfrn3-servicenowottoforfsm-summary__entry__72} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Accessibility information Review details on accessibility information for ServiceNow Otto for FSM, such as specific requirements or compliance levels. {#dfrn3-servicenowottoforfsm-summary__entry__82} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Localization information If there are specific localization considerations for ServiceNow Otto for FSM we have noted them here. {#dfrn3-servicenowottoforfsm-summary__entry__92} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Highlight information If there are specific highlight considerations for ServiceNow Otto for FSM we have noted them here. {#dfrn3-servicenowottoforfsm-summary__entry__102} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | * Track and validate parts usage during work order task closure with the Parts Manager AI agent. * Create work orders from images by uploading photos of equipment issues through the Now Assist panel or ServiceNow Agent mobile app. * Access Now Assist Virtual Agent from a primary action button in the mobile app navigation bar. * Use voice-to-text input when interacting with Now Assist Virtual Agent in the ServiceNow Agent mobile app. * Enhance your productivity with the Create Work Order AI agent, which allows users to initiate work orders using AI to process descriptions from text. See [\[Placeholder link text to key bundle-fsm.now-assist-fsm\]](https://www.servicenow.com/docs/access?context=now-assist-fsm&family=zurich&ft:locale=en-US) for more information. | | Australia | * Track and validate parts usage during work order task closure with the Parts Manager AI agent. * Create work orders from images by uploading photos of equipment issues through the Now Assist panel or ServiceNow Agent mobile app. * Access Now Assist Virtual Agent from a primary action button in the mobile app navigation bar. * Use voice-to-text input when interacting with Now Assist Virtual Agent in the ServiceNow Agent mobile app. * Experience updated visual indicators with consistent AI gradients across platform, workspace, and mobile interfaces. See [\[Placeholder link text to key bundle-fsm.now-assist-fsm\]](https://www.servicenow.com/docs/access?context=now-assist-fsm&family=australia&ft:locale=en-US) for more information. | | Brazil | No updates for this release. | [ ]