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

  • Release version: Zurich
  • Updated August 11, 2026
  • 3 minutes to read
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    Summary of Combined Advanced Work Assignment release notes for upgrades from Yokohama to Zurich

    This consolidated release notes page assists ServiceNow customers in preparing for upgrades of the Advanced Work Assignment (AWA) feature from the Yokohama release family to the Zurich release family. It summarizes all relevant new features, changes, removals, deprecations, activation information, requirements, and other considerations related to AWA across these releases.

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    New features

    • Yokohama: Introduced the ability to run AWA assignments on different nodes or cadences for varying service channels, enhancing application performance and resilience.
    • Yokohama: Enabled agents to provide wrap-up codes or notes for interactions or segments they were involved in, improving post-interaction data capture and reporting.
    • Zurich: No new features were introduced for AWA in this release.

    Changes, Removals, and Deprecations

    Between Yokohama and Zurich releases, there were no changes, removals, or deprecations to existing Advanced Work Assignment features or functionality.

    Activation information

    • Yokohama: AWA is an AI Platform feature activated through the Glide Advanced Work Assignment plugin (com.glide.awa).
    • To utilize External routing functionality, the External Routing Support plugin (com.glide.awa-external) must also be activated.
    • Zurich: No updates to activation procedures.

    Additional requirements and browser support

    • There were no additional requirements introduced or changed for AWA between Yokohama and Zurich.
    • Browser support: AWA does not support mobile devices, Internet Explorer, or legacy Microsoft Edge browsers. Supported browsers include Microsoft Edge Chromium and other browsers listed in ServiceNow's browser support documentation.

    Accessibility and Localization

    No updates or changes were noted for accessibility or localization considerations between Yokohama and Zurich releases.

    Highlights

    • Running assignments on different nodes or cadences per service channel optimizes AWA application performance and resilience.
    • Allowing agents to provide wrap-up codes or notes enhances interaction tracking and quality.

    Practical Implications for ServiceNow Customers

    When upgrading to Zurich, customers can expect the foundational improvements introduced in Yokohama for service channel-specific assignment handling and agent wrap-up capabilities to remain intact without additional changes. Activation and browser requirements remain consistent, ensuring a smooth upgrade experience without new configuration overhead. No deprecated features or removals reduce risk during upgrade.

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

    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 Zurich.

    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 Zurich

    Before you upgrade to Zurich, 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.

    New features

    Between your current release family and Zurich, 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.

    Changes

    Between your current release family and Zurich, 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.

    Removed

    Between your current release family and Zurich, some Advanced Work Assignment features or functionality were removed.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Deprecations

    Between your current release family and Zurich, some Advanced Work Assignment features or functionality were deprecated.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    		 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.

    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.

    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.

    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.

    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.

    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.