Combined ServiceNow Otto for Retail Service Management (RSM) release notes for upgrades from Zurich to Australia

  • Release version: Australia
  • Updated August 11, 2026
  • 3 minutes to read
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    Summary of Combined ServiceNow Otto for Retail Service Management (RSM) Release Notes for Upgrades from Zurich to Australia

    This consolidated guide provides ServiceNow customers with a comprehensive view of the updates, changes, and important upgrade considerations for ServiceNow Otto for Retail Service Management (RSM) from the Zurich release to the Australia release. It is designed to assist with planning and executing upgrades smoothly by summarizing new features, changes, deprecations, activation details, and other relevant information across these releases.

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    Key Features

    • New Features: Between Zurich and Australia, no new features were introduced specifically in the Australia release, though some were added in Zurich Patch 4. Notably, Zurich Patch 4 enabled retail store support agents to utilize the store inquiry AI agent to search multiple knowledge sources, generate clear responses, flag uncertain cases for human review, and improve continuously with resolution feedback.
    • Changes: Starting with Australia Early Access and Zurich Patch 5, the measurement of Now Assist AI usage transitioned from a 365-day look-back model to a 365-day burn-down model, resetting at the contract anniversary. This change affects how AI usage is tracked and reported.
    • Removed and Deprecated Features: No features or functionalities were removed or deprecated between Zurich and Australia releases.
    • Activation: Activation of the ServiceNow Otto for RSM plugin requires the com.sn.now.platform plugin to be enabled, as noted in Zurich. There were no changes to activation requirements in Australia.

    Upgrade Considerations

    • Pre- and Post-Upgrade Tasks: Customers are advised to review and complete any necessary tasks before and after upgrading to the Australia release to ensure a smooth transition.
    • Browser, Accessibility, and Localization: No new browser requirements, accessibility information, or localization considerations were introduced between Zurich and Australia.

    Practical Impact for ServiceNow Customers

    • Upgrading to Australia from Zurich will not introduce major feature changes but includes important measurement updates for AI usage that impact contract and usage tracking.
    • The store inquiry AI agent enhancement from Zurich Patch 4 improves support agent efficiency by enabling smarter knowledge searches and better case handling.
    • Activation processes remain consistent, reducing complexity in the upgrade process.

    This information enables customers to plan their upgrade with confidence, understand what to expect from the Australia release, and leverage the AI enhancements introduced in earlier Zurich patches.

    Consolidated page of all release notes for ServiceNow Otto for Retail Service Management (RSM) 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 Retail Service Management (RSM) 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 Retail Service Management (RSM) 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 Retail Service Management (RSM).

    Release Release notes

    Zurich

    Zurich Patch 4

    Australia

    		 No updates for this release.

    Changes

    Between your current release family and Australia, some changes were made to existing ServiceNow Otto for Retail Service Management (RSM) 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 Retail Service Management (RSM) 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 Retail Service Management (RSM) 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 Retail Service Management (RSM).

    Release Release notes

    Zurich

    The ServiceNow Otto for RSM plugin is available with activation of com.sn.now.platform plugin. For more information, see Install plugins for ServiceNow Otto.

    Australia

    		 No updates for this release.

    Additional requirements

    If any additional requirements were introduced or changed for ServiceNow Otto for Retail Service Management (RSM) 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 Retail Service Management (RSM) 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 Retail Service Management (RSM), 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 Retail Service Management (RSM) 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 Retail Service Management (RSM) we have noted them here.

    Release Release notes

    Zurich
    Zurich Patch 5
    • Review changes to Now Assist usage measurement.
    Zurich Patch 4
    • Enable retail store support agents to use the store inquiry Al agent to:
      • Search multiple knowledge sources to generate clear, traceable responses and flag uncertain cases for human review.
      • Improve with every resolved query and seamlessly fit into HQ workflows with tailored suggestions.

    Australia

    		 No updates for this release.