Combined Advanced Work Assignment (AWA) 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 Advanced Work Assignment (AWA) Release Notes for Upgrades from Zurich to Australia

    This consolidated guide provides ServiceNow customers with essential information about upgrading Advanced Work Assignment (AWA) from the Zurich release to the Australia release. It summarizes new features, changes, activation details, browser requirements, and other relevant considerations to help you prepare and smoothly transition your AWA platform.

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    New Features

    • Zurich Release:
      • Use AWA in Workspace inbox cards without needing an existing interaction or work item.
      • Added a new interaction record field to identify if an interaction involves a third-party provider.
    • Australia Release:
      • Configure routing for non-task and non-interaction tables such as leads, opportunities, orders, and quotes within AWA.
      • Enable telephone-style transfer workflows for warm transfers, allowing agents to consult privately before merging calls with customers.

    Changes, Removed Features, and Deprecations

    There were no updates, removals, or deprecations of AWA features between Zurich and Australia releases.

    Activation Information

    • AWA is available as a ServiceNow AI Platform feature by activating the Glide Advanced Work Assignment plugin (com.glide.awa).
    • For external routing functionality, activate the External Routing Support plugin (com.glide.awa-external).

    Additional Requirements and Browser Support

    • No new additional requirements were introduced between Zurich and Australia releases.
    • AWA does not support mobile devices or Microsoft Edge (non-Chromium). Supported browsers include Microsoft Edge - Chromium and other browsers listed under Browser support.

    Accessibility and Localization

    There are no new updates related to accessibility or localization for AWA between the Zurich and Australia releases.

    Highlights

    • Zurich introduced support for using AWA with inbox cards in Workspace without existing interactions or work items.
    • Australia release extended AWA routing capabilities to non-task/non-interaction tables such as leads and quotes.

    Consolidated page of all release notes for Advanced Work Assignment (AWA) from Zurich to Australia.

    How to use this page

    To help you prepare for your upgrade, we have combined the cross-family Advanced Work Assignment (AWA) 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 Advanced Work Assignment (AWA) 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 Advanced Work Assignment (AWA).

    Release Release notes

    Zurich
    Use AWA without existing interaction or work item
    Use AWA with an inbox card in Workspace without an existing interaction or work item.
    New interaction record field
    A new interaction record field was added to indicate whether this interaction is related to a third-party provider.

    Australia
    Advanced Work Assignment
    Configure routing for non-task and non-interaction tables such as leads, opportunities, orders, and quotes in AWA.
    Advanced Work Assignment
    Use telephone-style transfer workflows in AWA to enable warm transfers where agents consult privately before merging calls with the customer.

    Changes

    Between your current release family and Australia, some changes were made to existing Advanced Work Assignment (AWA) features.

    Release Release notes

    Zurich

    		 No updates for this release.

    Australia

    		 No updates for this release.

    Removed

    Between your current release family and Australia, some Advanced Work Assignment (AWA) 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 Advanced Work Assignment (AWA) 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 Advanced Work Assignment (AWA).

    Release Release notes

    Zurich

    AWA 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).

    Australia

    AWA 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.

    Additional requirements

    If any additional requirements were introduced or changed for Advanced Work Assignment (AWA) 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 Advanced Work Assignment (AWA) we have noted them here.

    Release Release notes

    Zurich

    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.

    Australia

    Advanced Work Assignment doesn’t support mobile devices or Microsoft Edge browsers. Instead, use Microsoft Edge - Chromium or one of the other supported browsers that are listed in Browser support.

    Accessibility information

    Review details on accessibility information for Advanced Work Assignment (AWA), 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 Advanced Work Assignment (AWA) 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 Advanced Work Assignment (AWA) we have noted them here.

    Release Release notes

    Zurich

    Use AWA with an inbox card in Workspace without an existing interaction or work item.

    See Advanced Work Assignment for more information.

    Australia

    Use AWA with non-task and non-interaction tables such as leads, opportunities, orders, and quotes.

    See Advanced Work Assignment for more information.