--- sourceDocument: brazil Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/delta-zurich-brazil Release : - brazil ft:locale : - en-US ft:publication_title : - brazil Combined Product Files ft:clusterId : - delta3bz bundleId : - delta3bz --- # Combined Advanced Work Assignment (AWA) release notes for upgrades from Zurich to Brazil # Combined Advanced Work Assignment (AWA) release notes for upgrades from Zurich to Brazil {#ariaid-title1} Release version: Brazil Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 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 Advanced Work Assignment (AWA) release notes for upgrades from Zurich to Brazil This consolidated release notes page outlines all key updates, new features, changes, and important upgrade information for Advanced Work Assignment (AWA) from the Zurich release through to the Brazil release. It serves as a comprehensive guide to help ServiceNow customers prepare for and understand the evolution of AWA functionality across these releases. Show full answer Show less ## Important Upgrade Information * **Pre- and post-upgrade tasks:** Review and complete necessary tasks before upgrading to Brazil to ensure a smooth transition. * **Release updates:** No updates were introduced specifically in the Brazil release; prior releases such as Zurich and Australia contain relevant feature enhancements. ## New Features * **Zurich:** * Use AWA without existing interactions or work items, including inbox card support in Workspace. * Introduction of a new interaction record field that identifies if an interaction relates to a third-party provider. * **Australia:** * Configuration of routing for non-task and non-interaction tables such as leads, opportunities, orders, and quotes. * Support for telephone-style transfer workflows enabling warm transfers, allowing agents to consult privately before merging calls. * **Brazil:** No new features added. ## Changes, Removals, and Deprecations No changes, removals, or deprecations to AWA features were made between Zurich, Australia, and Brazil releases. ## Activation Information * **Zurich and Australia:** AWA is part of the ServiceNow AI Platform and requires activation of the Glide Advanced Work Assignment plugin (`com.glide.awa`). * To use External Routing functionality, enable the External Routing Support plugin (`com.glide.awa-external`). * AWA is available via the ServiceNow Store. * **Brazil:** No changes to activation procedures. ## Additional Requirements and Browser Support * No new additional requirements were introduced through these releases. * **Browser compatibility:** AWA does not support mobile devices, Internet Explorer, or legacy Microsoft Edge browsers. Supported browsers include Microsoft Edge (Chromium) and other specified browsers as per ServiceNow's browser support documentation. ## Accessibility and Localization No updates to accessibility compliance or localization considerations were noted in any release from Zurich through Brazil. ## Highlights * **Zurich:** Enabled use of AWA with inbox cards in Workspace without requiring existing interaction or work item. * **Australia:** Expanded AWA routing capabilities to include non-task and non-interaction tables like leads and opportunities. * **Brazil:** No new highlight information. This information equips ServiceNow customers with a clear understanding of the capabilities and requirements of Advanced Work Assignment across these releases, supporting informed upgrade planning and effective feature utilization. Consolidated page of all release notes for Advanced Work Assignment (AWA) from Zurich to Brazil. ## 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 Zurich 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 Advanced Work Assignment (AWA) to Brazil Before you upgrade to Brazil, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-advancedworkassignmentawa-summary__entry__2} | Release | Release notes | |-|-| | 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 Advanced Work Assignment (AWA). {#dfrn3-advancedworkassignmentawa-summary__entry__10} | Release | Release notes | |-|-| | Zurich | [Use AWA without existing interaction or work item](https://www.servicenow.com/docs/access?context=using-awa&family=zurich&ft:locale=en-US) : Use AWA with an inbox card in Workspace without an existing interaction or work item. [New interaction record field](https://www.servicenow.com/docs/access?context=reference-awa&family=zurich&ft:locale=en-US) : A new interaction record field was added to indicate whether this interaction is related to a third-party provider. | | Australia | [Advanced Work Assignment](https://www.servicenow.com/docs/access?context=awa-application-landing-page&family=australia&ft:locale=en-US) : Configure routing for non-task and non-interaction tables such as leads, opportunities, orders, and quotes in AWA. [Advanced Work Assignment](https://www.servicenow.com/docs/access?context=awa-application-landing-page&family=australia&ft:locale=en-US) : Use telephone-style transfer workflows in AWA to enable warm transfers where agents consult privately before merging calls with the customer. | | Brazil | No updates for this release. | [ ] ## Changes Between your current release family and Brazil, some changes were made to existing Advanced Work Assignment (AWA) features. {#dfrn3-advancedworkassignmentawa-summary__entry__18} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Removed Between your current release family and Brazil, some Advanced Work Assignment (AWA) features or functionality were removed. {#dfrn3-advancedworkassignmentawa-summary__entry__26} | Release | Release notes | |-|-| | 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 Advanced Work Assignment (AWA) features or functionality were deprecated. {#dfrn3-advancedworkassignmentawa-summary__entry__34} | Release | Release notes | |-|-| | 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 Advanced Work Assignment (AWA). {#dfrn3-advancedworkassignmentawa-summary__entry__42} | Release | Release notes | |-|-| | Zurich | Activation information : 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](https://www.servicenow.com/docs/access?context=awa-activate&family=zurich&ft:locale=en-US). To use the External routing functionality on your instance, you must activate the External Routing Support plugin (com.glide.awa-external). Important: AWA is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Australia | Activation information : 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](https://www.servicenow.com/docs/access?context=awa-activate&family=australia&ft:locale=en-US). | | Brazil | No updates for this release. | [ ] ## Additional requirements If any additional requirements were introduced or changed for Advanced Work Assignment (AWA) we have noted them here. {#dfrn3-advancedworkassignmentawa-summary__entry__50} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | 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. {#dfrn3-advancedworkassignmentawa-summary__entry__58} | Release | Release notes | |-|-| | Zurich | Browser requirements : 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 | Browser requirements : 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](https://www.servicenow.com/docs/access?context=browser-support&family=australia&ft:locale=en-US). | | Brazil | No updates for this release. | [ ] ## Accessibility information Review details on accessibility information for Advanced Work Assignment (AWA), such as specific requirements or compliance levels. {#dfrn3-advancedworkassignmentawa-summary__entry__66} | Release | Release notes | |-|-| | 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 Advanced Work Assignment (AWA) we have noted them here. {#dfrn3-advancedworkassignmentawa-summary__entry__74} | Release | Release notes | |-|-| | 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 Advanced Work Assignment (AWA) we have noted them here. {#dfrn3-advancedworkassignmentawa-summary__entry__82} | Release | Release notes | |-|-| | Zurich | Use AWA with an inbox card in Workspace without an existing interaction or work item. See [Advanced Work Assignment](https://www.servicenow.com/docs/access?context=awa-application-landing-page&family=zurich&ft:locale=en-US) for more information. | | Australia | Use AWA with non-task and non-interaction tables such as leads, opportunities, orders, and quotes. See [Advanced Work Assignment](https://www.servicenow.com/docs/access?context=awa-application-landing-page&family=australia&ft:locale=en-US) for more information. | | Brazil | No updates for this release. | [ ]