--- sourceDocument: yokohama Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/yokohama/delta-xanadu-yokohama Release : - yokohama ft:locale : - en-US ft:publication_title : - yokohama Combined Product Files ft:clusterId : - delta3yx bundleId : - delta3yx --- # Combined ServiceNow Otto for Field Service Management (FSM) release notes for upgrades from Xanadu to Yokohama # Combined ServiceNow Otto for Field Service Management (FSM) release notes for upgrades from Xanadu to Yokohama {#ariaid-title1} Release version: Yokohama Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 6 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Combined ServiceNow Otto for Field Service Management (FSM) Release Notes for Upgrades from Xanadu to Yokohama This consolidated release notes document provides ServiceNow customers a comprehensive view of updates, new features, changes, and activation details for the Otto for Field Service Management (FSM) application, covering upgrades from the Xanadu release family through to Yokohama. It is designed to help you prepare for the upgrade by summarizing key enhancements, configuration requirements, and usage changes that impact your FSM environment. Show full answer Show less ## New Features * **Generative AI Enhancements:** Introduction of Now Assist context menu for knowledge article creation and rewriting, including options to shorten or expand content, first introduced in Xanadu Patch 3. * **Multilingual Support:** Now Assist for FSM skills can generate knowledge articles in multiple languages, facilitating global support capabilities. * **Knowledge Article Generation:** Agents can now generate knowledge articles directly from work order tasks, accelerating issue resolution. * **Sidebar Summarization:** Summarization of Sidebar discussions is available both in the platform and the Mobile Agent application to improve information clarity. * **Expanded AI Model Providers (Yokohama):** Support added for Google Gemini and AWS Claude as third-party AI model options alongside existing providers like Now LLM Service and Azure OpenAI, offering greater flexibility and choice in AI capabilities. * **Customizable Skills and Prompts:** Administrators can clone and customize KB generation and work order task summarization skills, including modifying prompts via the Now Assist skill kit for tailored AI interactions. * **Assistant for Field Service Management:** Enables technicians to initiate the Now Assist panel from work order tasks or My Tasks tab, providing a consistent interface for quick task summaries and conversational search with natural language queries, delivering context-aware, accurate responses sourced from the Knowledge Base. ## Changes * **Now Assist Usage Measurement Update:** Transitioned from a 365-day look-back to a 365-day burn-down model resetting at the contract anniversary (starting Yokohama Patch 5), affecting how usage is tracked and reported. * **Automatic Skill Activation:** New installations automatically enable designated Now Assist skills; upgrades automatically enable previously unconfigured skills while preserving existing skill configurations. * **Access Control for AI Agents and Workflows:** ACLs can now be configured via AI Agent Studio to control discovery and triggering of AI agents and agentic workflows, including user role behaviors and public availability settings. * **Prompt Header Removal:** To support third-party LLMs, prompt headers were removed from work order summarization skill, allowing prompt customization through hyperlinks. ## Removed Functionality and Deprecations No features or functionality have been removed or deprecated between Xanadu and Yokohama releases. ## Activation and Requirements * **Activation:** Now Assist features require activation of the ServiceNow Otto for FSM plugin, consistent across Xanadu and Yokohama releases. * **Availability:** ServiceNow Otto for FSM is available via the ServiceNow Store. * **Additional Requirements:** The Otto for FSM application requires the Field Service Management application to be installed. * **Browser, Accessibility, Localization:** No changes or new requirements noted for these areas. ## Practical Benefits for ServiceNow Customers * Enhanced AI-driven support capabilities enable faster knowledge creation and issue resolution for field service technicians. * Expanded AI model options provide flexibility to leverage preferred AI technologies. * Customizable AI skills and prompts allow tailoring of AI interactions to better fit organizational needs. * Improved usage tracking and automatic skill activation simplify management and licensing compliance. * Configurable access control enhances security and governance over AI agent usage. * Technicians gain intuitive, conversational search and virtual assistant support accessible from core FSM interfaces and mobile applications. Consolidated page of all release notes for ServiceNow Otto for Field Service Management (FSM) from Xanadu to Yokohama. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family ServiceNow Otto for Field Service Management (FSM) release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Xanadu to Yokohama. 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 Field Service Management (FSM) to Yokohama Before you upgrade to Yokohama, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-servicenowottoforfieldservicemanagementfsm-summary__entry__2} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | [ ] ## New features Between your current release family and Yokohama, new features were introduced for ServiceNow Otto for Field Service Management (FSM). {#dfrn3-servicenowottoforfieldservicemanagementfsm-summary__entry__8} | Release | Release notes | |-|-| | Xanadu | **[Xanadu Patch 3](https://www.servicenow.com/docs/access?context=xanadu-patch-3&family=xanadu&ft:locale=en-US)** Now Assist context menu for KB creation : Use the enhanced Now Assist context menu to rewrite knowledge articles with generative AI. Opt to shorten or expand upon the existing content within articles. [Multilingual support for Now Assist for FSM skills](https://www.servicenow.com/docs/access?context=na-fsm-supporting-info&family=xanadu&ft:locale=en-US) : Generate knowledge articles in multiple languages for work order tasks using the new multilingual support in ServiceNow Otto for FSM skills. **[Xanadu Patch 1](https://www.servicenow.com/docs/access?context=xanadu-patch-1&family=xanadu&ft:locale=en-US)** [KB Generation](https://www.servicenow.com/docs/access?context=na-fsm-generate-kb-article&family=xanadu&ft:locale=en-US) : Generate knowledge articles from work order tasks so agents can resolve known issues faster. [Sidebar summarization](https://www.servicenow.com/docs/access?context=na-fsm-summarize-sidebar-platform&family=xanadu&ft:locale=en-US) : Summarize Sidebar discussions from the platform and the Mobile Agent application. | | Yokohama | [New third-party AI model provider options available for all Now Assist applications](https://www.servicenow.com/docs/access?context=exploring-large-language-models&family=yokohama&ft:locale=en-US) : Google Gemini and AWS Claude are available for Now Assist skills and AI agents in addition to Now LLM Service and Azure OpenAI. [Custom template and custom prompt support](https://www.servicenow.com/docs/access?context=customize-a-skill&family=yokohama&ft:locale=en-US) : 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. [Create an Assistant for Field Service Management](https://www.servicenow.com/docs/access?context=activate-virtual-agent-for-field-service-management&family=yokohama&ft:locale=en-US) to do the following: : * Initiate the Now Assist panel from a work order task record or the My tasks tab. * Provide technicians with a consistent and intuitive interface for quick and effortless interaction. * Display a summary of work order tasks. [Use conversational search for technician support](https://www.servicenow.com/docs/access?context=use-conversational-search-for-technician-support&family=yokohama&ft:locale=en-US) to do the following: : * Enable technicians to ask questions in natural language for quick and clear answers. * Enable technicians to receive accurate and reliable responses sourced exclusively from the Knowledge Base. * Provide technicians with context-aware follow-ups, including related parts or steps, for better support. | [ ] ## Changes Between your current release family and Yokohama, some changes were made to existing ServiceNow Otto for Field Service Management (FSM) features. {#dfrn3-servicenowottoforfieldservicemanagementfsm-summary__entry__14} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | [Changes to Now Assist usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&family=yokohama&ft:locale=en-US) : Starting with Yokohama Patch 5, Now Assist 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: Now Assist Usage - Overview \& New Measurement Logic](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). [Some Now Assist skills are turned on by default](https://www.servicenow.com/docs/access?context=now-assist-skills-on-by-default&family=yokohama&ft:locale=en-US) : The new default behavior works as follows: * New customers: When you install a Now Assist product, designated skills are turned on automatically. * Existing customers who are upgrading (starting with Yokohama Patch 11): 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. [Configure ACLs for AI agents and agentic workflows](https://www.servicenow.com/docs/access?context=aia-security-implementation&family=yokohama&ft:locale=en-US) : Configure the access control lists for who can discover and trigger AI agents and agentic workflows in their guided setups in AI Agent Studio. You can determine whether an AI agent or agentic workflow behaves as a dynamic user or as an AI user. You can also specify if an AI agent or agentic workflow can be available to all authenticated users or publicly available. [Removed prompt headers](https://www.servicenow.com/docs/access?context=cust-now-assist-fsm-wot-summarization-skill&family=yokohama&ft:locale=en-US) : The prompt headers have been removed from the work order summarization skill to support third-party Large Language Models (LLMs). You can now customize prompts via a hyperlink to the Now Assist skill. | [ ] ## Removed Between your current release family and Yokohama, some ServiceNow Otto for Field Service Management (FSM) features or functionality were removed. {#dfrn3-servicenowottoforfieldservicemanagementfsm-summary__entry__20} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | [ ] ## Deprecations Between your current release family and Yokohama, some ServiceNow Otto for Field Service Management (FSM) features or functionality were deprecated. {#dfrn3-servicenowottoforfieldservicemanagementfsm-summary__entry__26} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | [ ] ## Activation information Review information on how to activate ServiceNow Otto for Field Service Management (FSM). {#dfrn3-servicenowottoforfieldservicemanagementfsm-summary__entry__32} | Release | Release notes | |-|-| | Xanadu | Now Assist features are available with activation of the ServiceNow Otto for FSM plugin. For more information, see [Install Now Assist plugins](https://www.servicenow.com/docs/access?context=install-now-assist-feature-plugins&family=xanadu&ft:locale=en-US). | | Yokohama | Activation information : Now Assist features are available with activation of the ServiceNow Otto for FSM plugin. For more information, see [Install Now Assist plugins](https://www.servicenow.com/docs/access?context=install-now-assist-feature-plugins&family=yokohama&ft:locale=en-US). Important: ServiceNow Otto for Field Service Management (FSM) is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | [ ] ## Additional requirements If any additional requirements were introduced or changed for ServiceNow Otto for Field Service Management (FSM) we have noted them here. {#dfrn3-servicenowottoforfieldservicemanagementfsm-summary__entry__38} | Release | Release notes | |-|-| | Xanadu | The ServiceNow Otto for FSM application requires Field Service Management. | | Yokohama | Additional requirements : 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 Field Service Management (FSM) we have noted them here. {#dfrn3-servicenowottoforfieldservicemanagementfsm-summary__entry__44} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | [ ] ## Accessibility information Review details on accessibility information for ServiceNow Otto for Field Service Management (FSM), such as specific requirements or compliance levels. {#dfrn3-servicenowottoforfieldservicemanagementfsm-summary__entry__50} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | [ ] ## Localization information If there are specific localization considerations for ServiceNow Otto for Field Service Management (FSM) we have noted them here. {#dfrn3-servicenowottoforfieldservicemanagementfsm-summary__entry__56} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | [ ] ## Highlight information If there are specific highlight considerations for ServiceNow Otto for Field Service Management (FSM) we have noted them here. {#dfrn3-servicenowottoforfieldservicemanagementfsm-summary__entry__62} | Release | Release notes | |-|-| | Xanadu | * Create knowledge articles from work order task information using generative AI. * Summarize Sidebar discussions using generative AI. See ServiceNow Otto for Field Service Management (FSM) for more information. | | Yokohama | [Yokohama Patch 11](https://www.servicenow.com/docs/access?context=yokohama-patch-11&family=yokohama&ft:locale=en-US) * Review changes to Now Assist usage measurement. * Some Now Assist skills, agents, and agentic workflows are on by default. * Additional role configuration is required for agentic workflows and AI agents included with Now Assist applications. Yokohama Patch 6 * Use Google Gemini and Anthropic Claude on AWS as AI model providers for Now Assist skills and AI agents in addition to Now LLM Service and Azure OpenAI. * Clone and customize skills. * Edit prompts using the Now Assist skill kit. Yokohama Patch 3 * Enable Field Service technicians to access a virtual assistant from the mobile application with Now Assist in Virtual Agent. * Use Now Assist in Virtual Agent for mobile to summarize work order tasks. * Explore conversational search in the Now Assist panel with results from Knowledge Base articles. See ServiceNow Otto for Field Service Management (FSM) for more information. | [ ]