Combined ServiceNow Otto for Collaborative Work Management (CWM) (CWM) release notes for upgrades from Zurich to Australia

australia Combined Product Files

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australia Combined Product Files

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Combined ServiceNow Otto for Collaborative Work Management (CWM) (CWM) 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 Collaborative Work Management (CWM) Release Notes for Upgrades from Zurich to Australia

This consolidated release notes document provides ServiceNow customers with a comprehensive view of updates, new features, changes, and activation details for ServiceNow Otto for Collaborative Work Management (CWM) from the Zurich release through to the Australia release. It is designed to help you prepare for and understand the upgrade process, highlighting enhancements and important considerations for a smooth transition.

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Key Features

Acceptance Criteria Generation (Zurich): Automate generation of clear, consistent acceptance criteria for user stories using predefined templates and story context, ensuring alignment with organizational standards.
Content Generation and Improvement (Zurich): Enhance productivity in Docs by using open-text prompts to generate, summarize, elaborate, and refine content directly within ServiceNow Otto for CWM.
Expanded AI Model Provider Options (Zurich): Support for Google Gemini and AWS Claude as additional AI providers alongside Now LLM Service and Azure OpenAI, broadening generative AI capabilities.
Formula Generation for Tasks (Australia): Use natural language to describe calculations when adding formula columns in List views, enabling automated creation of formulas such as date differences or sums.
Scrum Task Generation (Australia): Automatically generate scrum tasks from user story descriptions and acceptance criteria using Now Assist, streamlining sprint planning through suggested task sets that can be reviewed and customized.

Key Changes

Now Assist Usage Measurement (Zurich Patch 5): Transition from a 365-day look-back to a 365-day burn-down model, resetting AI usage measurement at the contract anniversary date for improved accuracy in usage tracking.
Default Activation of Generative AI Skills (Zurich Patch 4): New installations automatically enable designated AI skills, and existing customers upgrading to Australia Early Access will have previously unconfigured skills enabled by default, enhancing out-of-the-box AI functionality.

Activation and Installation

ServiceNow Otto for CWM must be requested and installed via the ServiceNow Store for both Zurich and Australia releases. Customers can find all available apps and submission guidelines on the ServiceNow Store. It is important to complete any pre- and post-upgrade tasks outlined to ensure a seamless upgrade experience.

Additional Information

There are no updates affecting browser requirements, accessibility, localization, or additional technical prerequisites between Zurich and Australia releases.
No features or functionalities were removed or deprecated during these releases.

Practical Impact for ServiceNow Customers

Upgrading from Zurich to Australia for ServiceNow Otto for CWM provides you with enhanced AI-driven capabilities that help automate and improve collaborative work management tasks. The new features simplify acceptance criteria creation, task planning, and formula generation, leading to increased team efficiency and consistency. Additionally, expanded AI model support and changes to usage measurement provide greater flexibility and transparency in managing AI resources. Ensure you follow activation instructions and review the usage measurement changes to fully leverage these improvements.

Consolidated page of all release notes for ServiceNow Otto for Collaborative Work Management (CWM) (CWM) 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 Collaborative Work Management (CWM) (CWM) 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 Collaborative Work Management (CWM) (CWM) 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 Collaborative Work Management (CWM) (CWM).


Release	Release notes
Zurich	Generate acceptance criteria for CWM stories Generate clear, consistent acceptance criteria for user stories with the acceptance criteria generation skill. By using story details as context and predefined templates, the skill helps you generate acceptance criteria in a format that aligns with your organizational requirements. Generate and improve content using open-text prompts Help improve your content and productivity with the ability to enter custom prompts directly in the Docs, alongside the Summarize, Elaborate, and Shorten options. Generate content with ServiceNow Otto for CWM directly in your Docs. In addition, summarize existing sections, elaborate where needed, and refine drafts. New third-party AI model provider options available for all AI applications Google Gemini and AWS Claude are available for generative AI skills and AI agents, in addition to Now LLM Service and Azure OpenAI.
Australia	Now Assist formula generation for CWM tasks Generate formula columns by describing a calculation in plain language. When adding a formula column to the List view, prompt Now Assist to generate a formula by entering what you want to calculate. For example, `days between start date and end date` or `sum of estimated hours for subtasks`. Now Assist scrum task generation for stories Generate scrum tasks from user story descriptions and acceptance criteria using Now Assist. Trigger the scrum task generation from the story form or inline from the Sprint planning view. You then receive a relevant set of tasks as a starting point for your sprint planning. You can then review, edit, and add the generated tasks to fit your team's workflow.

Changes

Between your current release family and Australia, some changes were made to existing ServiceNow Otto for Collaborative Work Management (CWM) (CWM) 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. Zurich Patch 4 Some generative AI skills are turned on by default The new default behavior works as follows: New customers: When you install an AI product, designated skills are turned on automatically. Existing customers who are upgrading (starting with Australia Early Access): 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.
Australia	No updates for this release.

Removed

Between your current release family and Australia, some ServiceNow Otto for Collaborative Work Management (CWM) (CWM) 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 Collaborative Work Management (CWM) (CWM) 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 Collaborative Work Management (CWM) (CWM).


Release	Release notes
Zurich	Install ServiceNow Otto for CWM by requesting it from the ServiceNow Store.
Australia	Install ServiceNow Otto for CWM by requesting it from the ServiceNow Store. Visit the ServiceNow Store 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.

Additional requirements

If any additional requirements were introduced or changed for ServiceNow Otto for Collaborative Work Management (CWM) (CWM) 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 Collaborative Work Management (CWM) (CWM) we have noted them here.


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

Accessibility information

Review details on accessibility information for ServiceNow Otto for Collaborative Work Management (CWM) (CWM), 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 Collaborative Work Management (CWM) (CWM) 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 Collaborative Work Management (CWM) (CWM) we have noted them here.


Release	Release notes
Zurich	Zurich Patch 5 Review changes to Now Assist usage measurement. Zurich Patch 4 In Zurich Patch 4, some Now Assist are now turned on by default. Use Google Gemini and Anthropic Claude on AWS as AI model providers for generative AI skills and AI agents, in addition to Now LLM Service and Azure OpenAI. Help increase the efficiency of your teams using the generative AI capabilities of ServiceNow Otto for CWM. See ServiceNow Otto for CWM for more information.
Australia	Generate formulas for your CWM tasks using a natural language description of a calculation. Generate scrum tasks for stories based on their context. See ServiceNow Otto for CWM for more information.