Combined Advanced Work Assignment (AWA) release notes for upgrades from Xanadu to Zurich

  • Release version: Zurich
  • Updated August 11, 2026
  • 3 minutes to read
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    Summary of Combined Advanced Work Assignment (AWA) Release Notes for Upgrades from Xanadu to Zurich

    This consolidated guide provides a comprehensive summary of Advanced Work Assignment (AWA) release notes for ServiceNow customers upgrading their platforms from the Xanadu release family through to Zurich. It outlines new features, changes, activation instructions, and important considerations to support a smooth upgrade process for AWA.

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    New Features

    • AWA Without Existing Interaction or Work Item: In the Zurich release, AWA can now be used with an inbox card in Workspace even if there is no existing interaction or work item, enhancing flexibility in work assignment scenarios.
    • New Interaction Record Field: A new field was added to interaction records to indicate whether the interaction is related to a third-party provider, enabling better tracking and routing of such interactions.

    Changes, Removals, and Deprecations

    There were no changes, removals, or deprecations to AWA features between Xanadu and Zurich releases, ensuring stability of existing functionalities during the upgrade.

    Activation Instructions

    • AWA is integrated as a ServiceNow AI Platform feature and requires activation of the Glide Advanced Work Assignment plugin (com.glide.awa).
    • For enabling External Routing functionality, activate the External Routing Support plugin (com.glide.awa-external).
    • Refer to the ServiceNow activation documentation for detailed steps on enabling these plugins.

    Browser Requirements

    To use Advanced Work Assignment effectively after upgrading to Zurich, note the following browser support considerations:

    • AWA does not support mobile devices, Internet Explorer, or the legacy Microsoft Edge browser.
    • Supported browsers include Microsoft Edge based on Chromium and other browsers listed in the official Browser support documentation.

    Additional Notes

    • No updates were made regarding accessibility, localization, or other specific highlight considerations from Xanadu through Zurich.
    • If a release within the upgrade path had no changes, it is explicitly noted as such for clarity.

    Practical Implications for ServiceNow Customers

    When planning your upgrade to Zurich, ensure you review and complete pre- and post-upgrade tasks related to AWA activation and browser compatibility. The new Zurich features provide enhanced flexibility for work assignment without requiring existing interaction records, and improved tracking of third-party interactions. This results in more efficient work routing and assignment capabilities within your ServiceNow instance.

    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.

    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).

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama

    		 No updates for this release.

    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.

    Changes

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

    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.

    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.

    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).

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama

    		 No updates for this release.

    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).

    Additional requirements

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

    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.

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama

    		 No updates for this release.

    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.

    Accessibility information

    Review details on accessibility information for Advanced Work Assignment (AWA), such as specific requirements or compliance levels.

    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.

    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.

    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 for more information.