--- sourceDocument: zurich Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/delta-xanadu-zurich Release : - zurich ft:locale : - en-US ft:publication_title : - zurich Combined Product Files ft:clusterId : - delta3zx bundleId : - delta3zx --- # Combined Advanced Work Assignment (AWA) release notes for upgrades from Xanadu to Zurich # Combined Advanced Work Assignment (AWA) release notes for upgrades from Xanadu to Zurich {#ariaid-title1} Release version: Zurich Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 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 Advanced Work Assignment (AWA) release notes for upgrades from Xanadu to Zurich This consolidated release notes page covers all Advanced Work Assignment (AWA) updates from the Xanadu release family through to Zurich. It helps ServiceNow customers understand what new features, changes, and activation steps are relevant when upgrading to Zurich. The notes also clarify when no updates occurred for intermediate releases. Show full answer Show less ## Key Features * **Use AWA without existing interaction or work item:** In Zurich, AWA can be used with an inbox card in Workspace even if there is no pre-existing interaction or work item. * **New interaction record field:** A new field was added to interaction records to indicate if the interaction relates to a third-party provider. ## Activation Information To activate AWA in Zurich: * Enable the Glide Advanced Work Assignment plugin (`com.glide.awa`). * For external routing capabilities, activate the External Routing Support plugin (`com.glide.awa-external`). * AWA is available through the ServiceNow Store. ## Browser Requirements AWA does not support mobile devices, Internet Explorer, or Microsoft Edge (legacy). Use Microsoft Edge Chromium or other supported browsers as listed in ServiceNow's browser support documentation. ## Upgrade Notes No features were removed, deprecated, or changed between Xanadu and Zurich releases. There are no additional browser, localization, or accessibility changes beyond those specified. ## Practical Benefits for ServiceNow Customers * Enables more flexible work assignment scenarios in Workspace without requiring existing interactions or work items. * Improved interaction tracking through new third-party provider identification. * Clear guidance on plugin activation and browser compatibility ensures smooth upgrade and usage experience. Consolidated page of all release notes for Advanced Work Assignment (AWA) from Xanadu to Zurich. ## 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 Xanadu to Zurich. 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 Zurich Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-advancedworkassignmentawa-summary__entry__2} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## New features Between your current release family and Zurich, new features were introduced for Advanced Work Assignment (AWA). {#dfrn3-advancedworkassignmentawa-summary__entry__10} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | [Use AWA without existing interaction or work item](https://www.servicenow.com/docs/access?context=using-awa&family=zurich&ft:locale=en-US) : Use AWA with an inbox card in Workspace without an existing interaction or work item. [New interaction record field](https://www.servicenow.com/docs/access?context=reference-awa&family=zurich&ft:locale=en-US) : A new interaction record field was added to indicate whether this interaction is related to a third-party provider. | [ ] ## Changes Between your current release family and Zurich, some changes were made to existing Advanced Work Assignment (AWA) features. {#dfrn3-advancedworkassignmentawa-summary__entry__18} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Removed Between your current release family and Zurich, some Advanced Work Assignment (AWA) features or functionality were removed. {#dfrn3-advancedworkassignmentawa-summary__entry__26} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Deprecations Between your current release family and Zurich, some Advanced Work Assignment (AWA) features or functionality were deprecated. {#dfrn3-advancedworkassignmentawa-summary__entry__34} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Activation information Review information on how to activate Advanced Work Assignment (AWA). {#dfrn3-advancedworkassignmentawa-summary__entry__42} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | Activation information : 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](https://www.servicenow.com/docs/access?context=awa-activate&family=zurich&ft:locale=en-US). To use the External routing functionality on your instance, you must activate the External Routing Support plugin (com.glide.awa-external). Important: AWA 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 Advanced Work Assignment (AWA) we have noted them here. {#dfrn3-advancedworkassignmentawa-summary__entry__50} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | 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. {#dfrn3-advancedworkassignmentawa-summary__entry__58} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | Browser requirements : 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. | [ ] ## Accessibility information Review details on accessibility information for Advanced Work Assignment (AWA), such as specific requirements or compliance levels. {#dfrn3-advancedworkassignmentawa-summary__entry__66} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Localization information If there are specific localization considerations for Advanced Work Assignment (AWA) we have noted them here. {#dfrn3-advancedworkassignmentawa-summary__entry__74} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Highlight information If there are specific highlight considerations for Advanced Work Assignment (AWA) we have noted them here. {#dfrn3-advancedworkassignmentawa-summary__entry__82} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | Use AWA with an inbox card in Workspace without an existing interaction or work item. See [Advanced Work Assignment](https://www.servicenow.com/docs/access?context=awa-application-landing-page&family=zurich&ft:locale=en-US) for more information. | [ ]