Combined ServiceNow Otto for FSM release notes for upgrades from Zurich to Australia

australia Combined Product Files

Release

australia

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en-US

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australia Combined Product Files

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delta3az

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delta3az

Combined ServiceNow Otto for FSM 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 FSM Release Notes for Upgrades from Zurich to Australia

This consolidated release notes document assists ServiceNow customers in preparing for the upgrade of ServiceNow Otto for Field Service Management (FSM) from the Zurich release family to the Australia release family. It summarizes new features, changes, activation details, and important upgrade considerations relevant to this transition, ensuring customers understand enhancements and required actions for a smooth upgrade experience.

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New Features

AI Agent: Parts Manager – Automatically tracks and validates parts usage when closing work order tasks by analyzing activity notes and adjusting inventory accordingly. Available via the Now Assist panel on the platform and ServiceNow Agent mobile app.
AI Agent: Create Work Order from Image – Enables creation of work orders by uploading photos of equipment issues. The AI extracts relevant details to populate work order fields, with a cancel option when selecting photos.
Primary Action Button for Now Assist Virtual Agent – Provides quick access to the Now Assist Virtual Agent through a configurable primary action button in the ServiceNow Agent mobile app navigation bar.
Voice-to-Text Input in Now Assist Virtual Agent – Allows users to dictate messages by tapping a microphone icon instead of typing when interacting with the Virtual Agent on mobile.
Expanded Third-Party AI Model Providers – Supports Google Gemini and AWS Claude in addition to existing Now LLM Service and Azure OpenAI, broadening AI application options.
Custom Template and Prompt Support – Administrators can clone and customize knowledge base generation and work order task summarization skills, enhancing AI response customization.
ServiceNow AI Platform Licensing Tiers – Introduces Foundation, Advanced, and Prime tiers offering progressively advanced AI capabilities including insights, productivity enhancements, and autonomous AI workflows, enabling tailored access based on customer licensing.

Changes

Create Work Order AI Agent Performance Improvements – Reduced latency and improved response times through optimized inter-agent communication and minimized redundant processing.
Removed Prompt Headers – Prompt headers were removed from the work order summarization skill to support third-party large language models, with customizable prompts accessible via Now Assist skill hyperlinks.
Updated Visual Indicators – Consistent AI gradient visuals are applied across platform, workspace, and mobile interfaces in the Australia release.

Activation and Requirements

Activation of the ServiceNow Otto for FSM plugin enables Now Assist features in both Zurich and Australia releases.
The application requires Field Service Management to be installed and active.
No changes to browser requirements or accessibility compliance were introduced in this upgrade.

Practical Implications for Customers

By upgrading to the Australia release, ServiceNow FSM customers gain access to enhanced AI-driven automation that simplifies parts management and work order creation, including innovative features like image-based work order initiation and voice interaction with virtual agents. The new AI licensing tiers allow customers to select AI capabilities aligned with their business needs and budgets. Performance optimizations improve user experience with faster AI responses. The consistent visual updates ensure a seamless interface experience across devices. Customers should review pre- and post-upgrade tasks to activate these features and confirm all prerequisites, such as Field Service Management installation, are met.

Consolidated page of all release notes for ServiceNow Otto for FSM 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 FSM 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 FSM 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 FSM.


Release	Release notes
Zurich	AI agent: Parts Manager Track and validate parts usage when closing work order tasks. The Parts Manager AI agent analyzes activity notes to update parts statuses and automatically adjusts inventory when tasks are closed. The AI agent is available through the Now Assist panel on platform and through the ServiceNow Agent mobile app. AI agent: Create Work Order from image Create work orders by uploading photos of equipment issues. The AI agent extracts relevant information from the image to populate work order fields. Primary action button for Now Assist Virtual Agent Access Now Assist Virtual Agent from a primary action button in the ServiceNow Agent mobile app navigation bar. Administrators can configure this button to launch Now Assist Virtual Agent or another global function. Voice-to-text input in Now Assist Virtual Agent Use voice input when interacting with Now Assist Virtual Agent in the ServiceNow Agent mobile app. Tap the microphone icon to dictate messages instead of typing. AI agent: Create Work Order You can leverage AI to create work orders from a written description of the issue. The Create Work Order AI agent is available through the Now Assist panel on platform and through the ServiceNow Agent mobile app. 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. Custom template and custom prompt support As an admin, you can clone the KB generation skill and customize the input fields. You can also clone the Work order task summarization skill, then access the skill in the Now Assist skill kit, and update the prompts.
Australia	ServiceNow product tiers 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. AI agent: Parts Manager Track and validate parts usage when closing work order tasks. The Parts Manager AI agent interprets activity notes to update parts statuses and automatically adjusts inventory when tasks are closed. The AI agent is available through the Now Assist panel on platform and through the ServiceNow Agent mobile app. AI agent: Create Work Order from image Create work orders by uploading photos of equipment issues. The AI agent extracts relevant information from the image to populate work order fields. A cancel option is available when selecting photos from the camera or photo library. Voice-to-text input in Now Assist Virtual Agent Use voice input when interacting with Now Assist Virtual Agent in the ServiceNow Agent mobile app. Tap the microphone icon to dictate messages instead of typing. 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.

Changes

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


Release	Release notes
Zurich	Create Work Order AI agent performance improvements The Create Work Order AI agent was optimized to reduce latency and improve response times. Inter-agent communication was streamlined to minimize redundant processing during work order creation. Removed prompt headers The prompt headers have been removed from the work order summarization skill to support third-party large language models. You can now customize prompts via a hyperlink to the Now Assist skill.
Australia	Create Work Order AI agent performance improvements The Create Work Order AI agent was optimized to reduce latency and improve response times. Inter-agent communication was streamlined to minimize redundant processing during work order creation.

Removed

Between your current release family and Australia, some ServiceNow Otto for FSM 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 FSM 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 FSM.


Release	Release notes
Zurich	Now Assist features are available with activation of the ServiceNow Otto for FSM plugin. For more information, see Install plugins for ServiceNow Otto.
Australia	Now Assist features are available with activation of the ServiceNow Otto for FSM plugin. For more information, see Install plugins for ServiceNow Otto.

Additional requirements

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


Release	Release notes
Zurich	The ServiceNow Otto for FSM application requires Field Service Management.
Australia	The ServiceNow Otto for FSM application requires Field Service Management.

Browser requirements

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


Release	Release notes
Zurich	Track and validate parts usage during work order task closure with the Parts Manager AI agent. Create work orders from images by uploading photos of equipment issues through the Now Assist panel or ServiceNow Agent mobile app. Access Now Assist Virtual Agent from a primary action button in the mobile app navigation bar. Use voice-to-text input when interacting with Now Assist Virtual Agent in the ServiceNow Agent mobile app. Enhance your productivity with the Create Work Order AI agent, which allows users to initiate work orders using AI to process descriptions from text. See ServiceNow Otto for FSM for more information.
Australia	Track and validate parts usage during work order task closure with the Parts Manager AI agent. Create work orders from images by uploading photos of equipment issues through the Now Assist panel or ServiceNow Agent mobile app. Access Now Assist Virtual Agent from a primary action button in the mobile app navigation bar. Use voice-to-text input when interacting with Now Assist Virtual Agent in the ServiceNow Agent mobile app. Experience updated visual indicators with consistent AI gradients across platform, workspace, and mobile interfaces. See ServiceNow Otto for FSM for more information.