--- 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 Operational Technology Incident Management release notes for upgrades from Zurich to Brazil # Combined Operational Technology Incident Management 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) 7 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 Operational Technology Incident Management Release Notes for Upgrades from Zurich to Brazil This consolidated release note page helps ServiceNow customers prepare for upgrading Operational Technology (OT) Incident Management from the Zurich release through to Brazil. It summarizes new features, changes, activation instructions, and other important upgrade considerations across these releases. Show full answer Show less ## Key Features * **Employee Center OT Incident Reporting:** Users without OT incident roles can now report OT incidents via the Employee Center for OT using the "Report OT incident" service catalog item, introduced in Zurich and maintained through Brazil. * **ServiceNow Otto for OT Service Management:** This AI-powered conversational platform supports automated OT incident summarization, resolution note generation, and knowledge base (KB) article creation when incidents are resolved. These AI capabilities reduce manual effort and improve incident handling efficiency. * **Now LLM Service Deprecation and AI Licensing Tiers:** The Now LLM Service is being deprecated and replaced by newer AI models such as Gemma 4. ServiceNow AI Platform now offers three licensing tiers (Foundation, Advanced, Prime), enabling different levels of AI features and autonomous capabilities depending on customer entitlements. * **Enhanced Administrative Roles:** New granular admin roles allow developers to perform configuration tasks without requiring full admin privileges, improving governance and security during setup and maintenance. ## Key Changes * The "Report OT incident" catalog item was added to the OT Service Catalog to support reporting incidents via the Employee Center. * ServiceNow Otto branding replaced "Now Assist for OTSM" to reflect the evolving AI experience without impacting product entitlements. * New UI actions in the Industrial Workspace enable users to summarize OT incidents and generate resolution notes automatically once incidents reach the Resolved state. ## Activation and Upgrade Considerations * Operational Technology Incident Management is available via the ServiceNow Store. Customers should request installation from the store and review cumulative release notes for all available apps. * Before upgrading to Brazil, customers should complete recommended pre- and post-upgrade tasks to ensure a smooth transition. * No removals, deprecations, additional browser requirements, or localization changes affecting OT Incident Management were introduced between Zurich and Brazil. ## Practical Benefits for ServiceNow Customers * Enables broader user access to report OT incidents without special roles, enhancing incident capture and user engagement. * Automates incident summarization and resolution documentation, saving time and improving incident record quality. * Supports AI platform enhancements with new licensing tiers and upgraded models, allowing customers to leverage advanced AI capabilities aligned with their licensing. * Improves administrative security by introducing granular roles for configuration tasks. Consolidated page of all release notes for Operational Technology Incident Management from Zurich to Brazil. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Operational Technology Incident Management 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 Operational Technology Incident Management to Brazil Before you upgrade to Brazil, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-operationaltechnologyincidentmanagement-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 Operational Technology Incident Management. {#dfrn3-operationaltechnologyincidentmanagement-summary__entry__10} | Release | Release notes | |-|-| | Zurich | [Use the Employee Center for OT to report an OT incident](https://www.servicenow.com/docs/access?context=report-ot-incident-in-ot-employee-portal&family=zurich&ft:locale=en-US) : Create an OT incident as a user without an OT incident role with the Report OT incident item in the Employee Center for OT. | | Australia | [Now LLM Service](https://www.servicenow.com/docs/access?context=exploring-large-language-models&family=australia&ft:locale=en-US) deprecation : Starting with the September 2026 release, Gemma 4 joins our growing portfolio of open-weight models available through Now LLM Service. We're committed to bringing you the latest industry advancements while maintaining sovereignty-focused options, all hosted and governed by ServiceNow with the infrastructure and data protections you rely on today. Older models will remain available for existing published AI skills, agents, and agentic workflows, but will no longer be available for new development or configuration. For details, see the [KB3066214: ServiceNow Otto Model Upgrades](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB3066214) article in the Now Support Knowledge Base. [Now LLM service deprecation](https://www.servicenow.com/docs/access?context=exploring-large-language-models&family=australia&ft:locale=en-US) : The Now LLM Service is no longer the default model provider for new or inactive AI assets. A third-party LLM is now selected by default, while existing configurations using the Now LLM Service continue unchanged. The Now LLM Service is still available for manual selection. [ServiceNow product tiers](https://www.servicenow.com/docs/access?context=ai-native-sku-overview&family=australia&ft:locale=en-US) : The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available: * Foundation: AI basics to deliver insights * Advanced: AI to boost productivity across relevant use cases * Prime: Act autonomously with all AI assets, and create your own Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. [Summarize an OT incident](https://www.servicenow.com/docs/access?context=summarize-ot-incident-now-assist&family=australia&ft:locale=en-US) : With ServiceNow Otto for OT Service Management, summarize an OT incident using the Summarize UI action to produce a concise summary of the incident. [Generate resolution notes for an OT incident](https://www.servicenow.com/docs/access?context=generate-resolution-notes-ot-incident&family=australia&ft:locale=en-US) : With ServiceNow Otto for OT Service Management, automatically generate resolution notes for an OT incident using the Generate resolution notes UI action to produce a concise summary of the incident. [Generate a KB article using an agentic workflow](https://www.servicenow.com/docs/access?context=agent-ot-knowledge-generator&family=australia&ft:locale=en-US) : With ServiceNow Otto for OT Service Management, automatically generate a KB article for an OT incident when the state of the incident is set to Resolved. The article contains the following information: * Site * OT Device * Equipment model entity * Summarization * Resolution notes * KB Base * Author [Use the Employee Center for OT to report an OT incident](https://www.servicenow.com/docs/access?context=report-ot-incident-in-ot-employee-portal&family=australia&ft:locale=en-US) : Create an OT incident as a user without an OT incident role with the Report OT incident item in the Employee Center for OT. | | Brazil | No updates for this release. | [ ] ## Changes Between your current release family and Brazil, some changes were made to existing Operational Technology Incident Management features. {#dfrn3-operationaltechnologyincidentmanagement-summary__entry__18} | Release | Release notes | |-|-| | Zurich | [Catalog item for reporting an OT incident](https://www.servicenow.com/docs/access?context=report-ot-incident-in-ot-employee-portal&family=zurich&ft:locale=en-US) : The Report OT incident item has been added to the OT Service Catalog for use in the Employee Center for OT. [Admin role dependency](https://www.servicenow.com/docs/access?context=granular-admin-roles&family=zurich&ft:locale=en-US) : Several new granular admin roles have been added, which enable developers to complete administrative configuration tasks without requiring the full admin role. | | Australia | [Now Assist for OTSM to ServiceNow Otto for OT Service Management name change](https://www.servicenow.com/docs/access?context=now-assist-for-operational-technology-service-management&family=australia&ft:locale=en-US) : ServiceNow Otto is the new AI experience brand. This change is reflected in the name of ServiceNow products, including Now Assist for OTSM. Your product entitlements remain unchanged. Check your entitlements to determine your access to specific features. [Summarize UI action](https://www.servicenow.com/docs/access?context=summarize-ot-incident-now-assist&family=australia&ft:locale=en-US) : The Summarize UI action was added to OT incident records in the Industrial Workspace so you can automatically summarize the incident details. [Generate resolution notes UI action](https://www.servicenow.com/docs/access?context=generate-resolution-notes-ot-incident&family=australia&ft:locale=en-US) : The Generate resolution notes UI action was added to OT incident records in the Industrial Workspace so you can generate resolution notes after the incident state is set to Resolved. Note: This UI action appears after the OT incident state is set to Resolved. [Catalog item for reporting an OT incident](https://www.servicenow.com/docs/access?context=report-ot-incident-in-ot-employee-portal&family=australia&ft:locale=en-US) : The Report OT incident item has been added to the OT Service Catalog for use in the Employee Center for OT. [Admin role dependency](https://www.servicenow.com/docs/access?context=granular-admin-roles&family=australia&ft:locale=en-US) : Several new granular admin roles have been added, which enable developers to complete administrative configuration tasks without requiring the full admin role. | | Brazil | No updates for this release. | [ ] ## Removed Between your current release family and Brazil, some Operational Technology Incident Management features or functionality were removed. {#dfrn3-operationaltechnologyincidentmanagement-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 Operational Technology Incident Management features or functionality were deprecated. {#dfrn3-operationaltechnologyincidentmanagement-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 Operational Technology Incident Management. {#dfrn3-operationaltechnologyincidentmanagement-summary__entry__42} | Release | Release notes | |-|-| | Zurich | Activation information : Install Operational Technology Incident Management by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the [ServiceNow Store version history release notes](https://www.servicenow.com/docs/access?context=sn-store-release-notes&family=zurich&ft:locale=en-US). Important: Operational Technology Incident Management is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Australia | Activation information : Install Operational Technology Incident Management by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the [ServiceNow Store version history release notes](https://www.servicenow.com/docs/access?context=sn-store-release-notes&family=australia&ft:locale=en-US). Important: Operational Technology Incident Management 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 Operational Technology Incident Management we have noted them here. {#dfrn3-operationaltechnologyincidentmanagement-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 Operational Technology Incident Management we have noted them here. {#dfrn3-operationaltechnologyincidentmanagement-summary__entry__58} | Release | Release notes | |-|-| | 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 Operational Technology Incident Management, such as specific requirements or compliance levels. {#dfrn3-operationaltechnologyincidentmanagement-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 Operational Technology Incident Management we have noted them here. {#dfrn3-operationaltechnologyincidentmanagement-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 Operational Technology Incident Management we have noted them here. {#dfrn3-operationaltechnologyincidentmanagement-summary__entry__82} | Release | Release notes | |-|-| | Zurich | [Zurich Patch 7](https://www.servicenow.com/docs/access?context=zurich-patch-7&family=zurich&ft:locale=en-US) * Report an OT incident without an OT incident role using the Employee Center for OT. See [Operational Technology Incident Management](https://www.servicenow.com/docs/access?context=operational-technology-incident-management-landing-page&family=zurich&ft:locale=en-US) for more information. | | Australia | ServiceNow Otto introduced AI on the platform. As that experience has evolved, there's a new name for the experience. ServiceNow Otto® is the conversational AI platform integrated into ServiceNow workflows. It provides agentic capabilities, supports multimodal interactions across web, mobile, and messaging channels, and enables autonomous orchestration for cross-system workflows. [Australia Patch 6](https://www.servicenow.com/docs/access?context=australia-patch-6&family=australia&ft:locale=en-US) * The Now LLM Service is being prepared for future deprecation. [Australia Patch 5](https://www.servicenow.com/docs/access?context=australia-patch-5&family=australia&ft:locale=en-US) * Now Assist for Operational Technology Service Management (OTSM) has been changed to ServiceNow Otto for OT Service Management. [Australia Patch 4](https://www.servicenow.com/docs/access?context=australia-patch-4&family=australia&ft:locale=en-US) * The Now LLM Service is no longer the default model provider for new or inactive AI assets. [Australia Patch 1](https://www.servicenow.com/docs/access?context=australia-patch-1&family=australia&ft:locale=en-US) * The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available. Australia Early Availability * Quickly understand the OT incident context and respond to user inquiries by using the OT incident summarization skill. * Help save time by automatically updating the resolution notes for an OT incident. * Generate a KB article when an OT incident is resolved by using an agentic workflow. * Report an OT incident without an OT incident role using the Employee Center for OT. See [Operational Technology Incident Management](https://www.servicenow.com/docs/access?context=operational-technology-incident-management-landing-page&family=australia&ft:locale=en-US) for more information. | | Brazil | No updates for this release. | [ ]