Combined ServiceNow Otto for Order Management release notes for upgrades from Zurich to Australia

australia Combined Product Files

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Combined ServiceNow Otto for Order Management release notes for upgrades from Zurich to Australia

Release version: Australia

Updated August 11, 2026

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Summary of Combined ServiceNow Otto for Order Management Release Notes for Upgrades from Zurich to Australia

This consolidated release notes document provides ServiceNow customers with a comprehensive view of the updates, new features, changes, and important upgrade considerations for ServiceNow Otto for Order Management from the Zurich release through to Australia. It is designed to assist customers in preparing for upgrades by summarizing relevant enhancements and operational guidance across these versions.

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Key Features Introduced Between Zurich and Australia

AI-Powered Invoice Case Management (Zurich Patch 7): Enables customers to report quantity-related invoice disputes via a virtual assistant on the Business Portal using natural language. The assistant validates details, creates cases, and autonomously resolves eligible disputes with credit notes or replacement orders, or escalates to human agents as needed.
Invoice Dispute Intake with Voice Assistant: Customers can report disputes using voice commands, with the AI capturing details to create cases or handoff to agents seamlessly.
Human Agent Handoff with Context Transfer: Complex disputes escalate to live agents with full conversation history and invoice details transferred, improving customer experience and agent efficiency.
Now Assist for Invoice Case Resolution: Agents can access similar past cases and resolution patterns within the Now Assist panel, accelerating dispute resolution and ensuring consistency.
Automated Email Notifications: Customers receive timely updates on invoice case status, including confirmations, resolutions, and next steps for cases requiring human intervention.
Return Merchandise Authorization (RMA) AI Agent: Automates entitlement checks with real-time warranty validation, suggests resolutions, manages customer approvals, provides proactive updates, and handles multi-intent emails efficiently.
Manage Order Operations Agent (Zurich Patch 4): Available on the Business Portal, this AI agent allows customers to create and manage order-related cases through chat or voice, improving case creation speed and accuracy.
Order Summarization: Provides agents with a unified, real-time view of complex orders across products and services to enhance response accuracy, task prioritization, and communication with suppliers and partners.

Important Upgrade Information

Customers should review pre- and post-upgrade tasks specific to the Australia release to ensure a smooth transition.
There are no new features or changes specific to the Australia release beyond those introduced in prior Zurich patches.
Activation requires requesting the ServiceNow Otto for Order Management application from the ServiceNow Store and installing it via the ServiceNow Application Manager.
Browser support notes that starting with Zurich, RMA Case Management does not support mobile devices or Internet Explorer.

Changes and Deprecations

From Zurich Patch 5, AI usage measurement for Now Assist shifted from a 365-day look-back to a 365-day burn-down model resetting at contract anniversary, impacting usage tracking.
No features or functionality were removed or deprecated between Zurich and Australia.

Practical Impact for ServiceNow Customers

With these enhancements, ServiceNow customers can expect a more intelligent and automated order management experience. AI-powered assistants streamline dispute handling and order case creation, reducing manual workload and improving customer self-service capabilities. Automated notifications and context-rich handoffs enhance communication and resolution speed. The order summarization feature equips agents with comprehensive order insights, enabling faster and more accurate customer support. Upgrading to Australia involves no new changes but requires adherence to activation and browser compatibility guidelines to maintain optimal functionality.

Consolidated page of all release notes for ServiceNow Otto for Order Management from Zurich to Australia.

How to use this page

To help you prepare for your upgrade, we have combined the cross-family ServiceNow Otto for Order Management release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Zurich 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 ServiceNow Otto for Order Management to Australia

Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed.


Release	Release notes
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 ServiceNow Otto for Order Management.


Release	Release notes
Zurich	Zurich Patch 7 AI-powered invoice case management for customers Enable customers to report quantity-related invoice disputes through an AI-powered virtual assistant on the Business Portal. Customers can describe the discrepancies through natural conversation, and the assistant validates details, creates cases, and autonomously resolves eligible disputes by issuing credit notes or replacement orders, or connects customers with a human agent when needed. Invoice dispute intake with voice assistant Enable customers to report quantity-related invoice disputes using voice commands through an AI-powered voice assistant on the Business Portal. Customers can describe discrepancies through natural speech and the assistant captures dispute details to create invoice cases or connects customers with a human agent. Human agent handoff with context transfer Help customers to escalate complex disputes seamlessly to a live agent. The full conversation context, including invoice details, dispute reason, and prior AI actions are transferred to the CSM/FSM Configurable Workspace, enabling live agents to continue without asking customers to repeat information. Now Assist for invoice case resolution Help accelerate invoice dispute resolution by surfacing similar cases and common resolution patterns in the Now Assist panel. Agents can request help with an invoice case to view how similar disputes were resolved, reducing research time and improving consistency. Automated email notifications for invoice cases Keep customers informed with automated email notifications at key points in the invoice case life cycle, including case creation confirmation, resolution details with credit note or replacement order information, and the next steps for cases requiring human review. Return Merchandise Authorization Leverage the RMA AI agent for automated entitlement and case handling with the following features: Automates entitlement checks with real‑time warranty validation Selects best‑fit resolution and sends for customer approval Generates recommended actions when no valid entitlement is found Provides proactive case updates and follow‑ups Answers customer queries and handles multi‑intent emails Zurich Patch 4 Enable the manage order operations agent in the Business Portal Activate the manage order operations agent so that you can make the agent available to your customers on the Business Portal. Request order changes using Now Assist Use the manage order operations agent to provide a seamless experience to your customers on the Business Portal, enabling them to create order cases using a virtual assistant effortlessly. The AI agent can intelligently categorize requests for expedited delivery by creating order-related cases linked directly to the specific order, significantly reducing manual case creation and speeding up resolution times. Interaction channels include chat and voice options. Summarize an order Generate a summary of a complex order for a unified view of the order's current state to: Respond confidently to customer queries with accurate, real-time order status. Track changes and validate details to maintain consistency and transparency. Minimize errors and improve communication across suppliers and partners. Monitor tasks that are at risk of missing deadlines. Assign tasks to appropriate resources based on priority and skill. Make rapid prioritization decisions to avoid delays and help ensure timely fulfillment.
Australia	No updates for this release.

Changes

Between your current release family and Australia, some changes were made to existing ServiceNow Otto for Order Management features.


Release	Release notes
Zurich	Zurich Patch 5 Changes to Now Assist usage measurement Starting with Australia Early Access, AI 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: AI Usage - Overview & New Measurement Logic.
Australia	No updates for this release.

Removed

Between your current release family and Australia, some ServiceNow Otto for Order Management features or functionality were removed.


Release	Release notes
Zurich	No updates for this release.
Australia	No updates for this release.

Deprecations

Between your current release family and Australia, some ServiceNow Otto for Order Management features or functionality were deprecated.


Release	Release notes
Zurich	No updates for this release.
Australia	No updates for this release.

Activation information

Review information on how to activate ServiceNow Otto for Order Management.


Release	Release notes
Zurich	Request the ServiceNow Otto for Order Management application from the ServiceNow Store and install it using the ServiceNow® Application Manager. For more information, see Install an application.
Australia	No updates for this release.

Additional requirements

If any additional requirements were introduced or changed for ServiceNow Otto for Order Management we have noted them here.


Release	Release notes
Zurich	No updates for this release.
Australia	No updates for this release.

Browser requirements

If any specific browser requirements were introduced or changed for ServiceNow Otto for Order Management we have noted them here.


Release	Release notes
Zurich	Starting with the Zurich release, RMA Case Management for Sales Customer Relationship Management doesn't support mobile devices and Internet Explorer. For more information, see Browser support.
Australia	No updates for this release.

Accessibility information

Review details on accessibility information for ServiceNow Otto for Order Management, such as specific requirements or compliance levels.


Release	Release notes
Zurich	No updates for this release.
Australia	No updates for this release.

Localization information

If there are specific localization considerations for ServiceNow Otto for Order Management we have noted them here.


Release	Release notes
Zurich	No updates for this release.
Australia	No updates for this release.

Highlight information

If there are specific highlight considerations for ServiceNow Otto for Order Management we have noted them here.


Release	Release notes
Zurich	Zurich Patch 7 Enable business-to-business (B2B) customers to create invoice dispute cases through AI-powered chat and voice assistants that guide them through conversational dispute intake on the Business Portal. Provide uninterrupted handoff to human agents to support complex use cases, with full conversation context transferred to the CSM/FSM Configurable Workspace. RMA AI agent for automated RMA entitlement and intelligent case handling. Zurich Patch 5 Review changes to Now Assist usage measurement. Zurich Patch 4 Enable B2B customers to submit order cases autonomously from the Business Portal by simply describing their needs in natural language using the manage order operations agent. Summarize complex orders across products, services, and fulfillment tasks, enabling agents to quickly understand status, take the right actions, and avoid navigating fragmented views to make the next steps easier and improving productivity. See ServiceNow Otto for Order Management for more information.
Australia	No updates for this release.