--- 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 ServiceNow Otto for FSM release notes for upgrades from Xanadu to Zurich # Combined ServiceNow Otto for FSM 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) 7 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 FSM Release Notes for Upgrades from Xanadu to Zurich This consolidated release note provides a comprehensive update for ServiceNow Otto for Field Service Management (FSM) customers upgrading from the Xanadu to Zurich release family. It summarizes new features, changes, activation details, and important upgrade considerations to help prepare for a smooth transition and optimize FSM operations using ServiceNow's AI-powered capabilities. Show full answer Show less ## Key Features * **Expanded AI Model Provider Options:** Now Assist applications support new third-party AI providers including Google Gemini and AWS Claude, in addition to existing Now LLM Service and Azure OpenAI options. * **Custom Templates and Prompts:** Administrators can clone and customize knowledge base (KB) generation and work order task summarization skills, enabling tailored AI interactions to better suit organizational needs. * **Assistant for Field Service Management:** Technicians gain access to a consistent and intuitive interface via the Now Assist panel, accessible from work order tasks or the My Tasks tab. Features include conversational search with natural language queries and context-aware follow-ups to improve technician support. * **AI Agents Enhancements:** * **Parts Manager AI Agent:** Tracks and validates parts usage when closing work order tasks, updates inventory automatically, and is accessible both on platform and via the ServiceNow Agent mobile app. * **Create Work Order from Image:** Allows users to upload photos of equipment issues to automatically populate work order fields using AI image analysis. * **Create Work Order AI Agent:** Enables creation of work orders from textual descriptions of issues, improving productivity with optimized response times and reduced latency. * **Now Assist Virtual Agent Improvements:** Includes a primary action button in the ServiceNow Agent mobile app for quick access, voice-to-text input for hands-free interaction, and updated icons for enhanced usability. * **User Interface and Experience Updates:** Introduction of consistent AI visual indicators with animated gradients during AI processing, a new default Coral theme for portals and mobile experiences, and availability of a dark theme option. ## Changes * **Now Assist Usage Measurement:** Transitioned from a 365-day look-back to a 365-day burn-down model with usage resetting on the contract anniversary date, affecting how AI usage is tracked and managed. * **Default Skill Activation:** For new customers, designated Now Assist skills activate automatically upon installation. For existing customers upgrading, unconfigured skills are enabled automatically, while previously disabled skills remain off. * **Access Control Configuration:** Administrators can define who can discover and trigger AI agents and workflows, specifying dynamic or AI user behavior and scope of availability (authenticated users vs. public). * **Removed Prompt Headers:** To support third-party large language models, prompt headers were removed from work order summarization skills, with customizations now managed through hyperlinks to skill configurations. * **Performance Improvements:** Enhanced the Create Work Order AI agent to reduce latency and streamline inter-agent communication. ## Activation and Requirements * **Activation:** Now Assist features activate through the ServiceNow Otto for FSM plugin, available from the ServiceNow Store. * **Dependency:** The application requires Field Service Management to be installed. * **Browser and Accessibility:** No new browser or accessibility requirements were introduced with this release. ## Additional Notes * No features or functionality were removed or deprecated in this upgrade. * Release notes include brief notations when no updates occurred in specific releases (Xanadu, Yokohama, Zurich) for clarity. * Key enhancements focus on improving technician productivity, inventory accuracy, and AI-driven automation for work order management. Consolidated page of all release notes for ServiceNow Otto for FSM from Xanadu to Zurich. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family ServiceNow Otto for FSM 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 ServiceNow Otto for FSM to Zurich Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-servicenowottoforfsm-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 ServiceNow Otto for FSM. {#dfrn3-servicenowottoforfsm-summary__entry__10} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | 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. | | Zurich | [AI agent: Parts Manager](https://www.servicenow.com/docs/access?context=fsm-ai-agent-use-cases&family=zurich&ft:locale=en-US) : Track and validate parts usage when closing work order tasks. The Parts Manager AI agent analyzes 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](https://www.servicenow.com/docs/access?context=fsm-ai-agent-use-cases&family=zurich&ft:locale=en-US) : Create work orders by uploading photos of equipment issues. The AI agent extracts relevant information from the image to populate work order fields. [Primary action button for Now Assist Virtual Agent](https://www.servicenow.com/docs/access?context=now-assist-fsm&family=zurich&ft:locale=en-US) : 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. [Voice-to-text input in Now Assist Virtual Agent](https://www.servicenow.com/docs/access?context=now-assist-fsm&family=zurich&ft:locale=en-US) : 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. [AI agent: Create Work Order](https://www.servicenow.com/docs/access?context=fsm-ai-agent-use-cases&family=zurich&ft:locale=en-US) : You can leverage AI to create work orders from a written description of the issue. The Create Work Order AI agent is available through the Now Assist panel on platform and through the ServiceNow Agent mobile app. [New third-party AI model provider options available for all AI applications](https://www.servicenow.com/docs/access?context=exploring-large-language-models&family=zurich&ft:locale=en-US) : Google Gemini and AWS Claude are available for generative AI 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=zurich&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. | [ ] ## Changes Between your current release family and Zurich, some changes were made to existing ServiceNow Otto for FSM features. {#dfrn3-servicenowottoforfsm-summary__entry__18} | 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. | | Zurich | [AI visual indicators](https://www.servicenow.com/docs/access?context=now-assist-fsm&family=zurich&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=now-assist-fsm&family=zurich&ft:locale=en-US) : The Now Assist Virtual Agent interface includes updated icons for web search, photo upload, and microphone functions. [Create Work Order AI agent performance improvements](https://www.servicenow.com/docs/access?context=fsm-ai-agent-use-cases&family=zurich&ft:locale=en-US) : 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. Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [Removed prompt headers](https://www.servicenow.com/docs/access?context=cust-now-assist-fsm-wot-summarization-skill&family=zurich&ft:locale=en-US) : The prompt headers have been removed from the work order summarization skill to support third-party large language models. You can now customize prompts via a hyperlink to the Now Assist skill. | [ ] ## Removed Between your current release family and Zurich, some ServiceNow Otto for FSM features or functionality were removed. {#dfrn3-servicenowottoforfsm-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 ServiceNow Otto for FSM features or functionality were deprecated. {#dfrn3-servicenowottoforfsm-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 ServiceNow Otto for FSM. {#dfrn3-servicenowottoforfsm-summary__entry__42} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | 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](https://www.servicenow.com/docs/access?context=install-now-assist-feature-plugins&family=zurich&ft:locale=en-US). Important: ServiceNow Otto for 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 FSM we have noted them here. {#dfrn3-servicenowottoforfsm-summary__entry__50} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | 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 FSM we have noted them here. {#dfrn3-servicenowottoforfsm-summary__entry__58} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Accessibility information Review details on accessibility information for ServiceNow Otto for FSM, such as specific requirements or compliance levels. {#dfrn3-servicenowottoforfsm-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 ServiceNow Otto for FSM we have noted them here. {#dfrn3-servicenowottoforfsm-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 ServiceNow Otto for FSM we have noted them here. {#dfrn3-servicenowottoforfsm-summary__entry__82} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | * 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. * Enhance your productivity with the Create Work Order AI agent, which allows users to initiate work orders using AI to process descriptions from text. See [\[Placeholder link text to key bundle-fsm.now-assist-fsm\]](https://www.servicenow.com/docs/access?context=now-assist-fsm&family=zurich&ft:locale=en-US) for more information. | [ ]