ServiceNow Otto for FSM release notes

  • Release version: Australia
  • Updated March 12, 2026
  • 3 minutes to read
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    Summary of ServiceNow Otto for FSM Release Notes - Australia Release

    The ServiceNow Otto for FSM application integrates generative AI capabilities into Field Service Management (FSM) to enhance operational efficiency and user experience. The Australia release introduces significant updates and new AI functionalities accessible through the ServiceNow Store with plugin activation.

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    Key Features

    • Parts Manager AI Agent: Automatically tracks and validates parts usage during work order task closure by interpreting activity notes and updating inventory in real time via the Now Assist panel or ServiceNow Agent mobile app.
    • Create Work Order from Image AI Agent: Enables creation of work orders by uploading photos of equipment issues. The AI extracts relevant details to populate work order fields, streamlining issue reporting.
    • Now Assist Virtual Agent Enhancements: Accessible via a configurable primary action button in the mobile app navigation bar for quick interaction. Supports voice-to-text input for hands-free communication.
    • Improved UI Visuals: Consistent AI gradient indicators and updated icons across platform, workspace, and mobile interfaces visually signal AI assistance and processing status.
    • Expanded AI Model Providers: Support for Google Gemini and AWS Claude models in addition to existing options like Now LLM Service and Azure OpenAI, offering greater flexibility and performance.
    • Performance Optimizations: Reduced latency and streamlined inter-agent communication for faster and more efficient work order creation.

    Activation and Requirements

    To utilize these features, customers must activate the ServiceNow Otto for FSM plugin. The application requires the Field Service Management product as a prerequisite, ensuring seamless integration with existing FSM workflows.

    Related Applications and Tools

    • Now Assist: Enhances productivity through AI-driven self-service, recommendations, and search improvements.
    • AI Admin Hub Console: Centralized management console for configuring and monitoring Now Assist applications and AI features.
    • Now Assist Skills: Provides generative AI capabilities for tasks such as work order summarization and Knowledge Base article creation.
    • AI Agents for FSM: Automate key field service tasks including parts management and work order generation.

    Practical Benefits

    ServiceNow Otto for FSM empowers field service teams to automate repetitive tasks, improve data accuracy, and enhance communication through AI-powered interfaces. Customers can expect streamlined workflows, faster issue resolution, and improved inventory management, ultimately boosting operational efficiency and user satisfaction.

    The ServiceNow® ServiceNow Otto for FSM application brings generative AI to Field Service Management. ServiceNow Otto for FSM was enhanced and updated in the Australia release.

    ServiceNow Otto for FSM highlights for the Australia release

    • 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 Field Service Management (FSM) for more information.

    Important:
    ServiceNow Otto for FSM is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

    New in the Australia release

    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.

    UI changes

    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. When configured for Virtual Agent, tapping the button opens Now Assist without additional navigation steps.
    AI visual indicators
    Consistent gradient styles indicate when AI is assisting or augmenting an experience. Gradients appear across AI-powered features in Workspace, UI16, and mobile interfaces. Gradients subtly animate during AI processing and return to a static state when complete.
    Updated icons in Now Assist Virtual Agent
    The Now Assist Virtual Agent interface includes updated icons for web search, photo upload, and microphone functions.

    Changed in this release

    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.

    Activation information

    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

    The ServiceNow Otto for FSM application requires Field Service Management.

    Related ServiceNow applications and features

    Now Assist
    Improve the productivity and efficiency in your organization, deliver better self-service, recommend actions, provide answers, and empower your users to search more effectively.
    AI Admin Hub console
    Use the AI Admin Hub console that provides you with quick and effortless access to the important information that you need to set up, configure, and monitor Now Assist applications and features.
    Now Assist skills
    Use the Now Assist products to provide generative AI skills to meet the needs of users in different workflows, including work order task summarization and Knowledge Base article generation.
    AI agents for Field Service Management
    Use AI agents to automate field service tasks such as parts management and work order creation.