Combined ServiceNow Otto for FSM release notes for upgrades from Xanadu to Zurich

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.

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.

Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	AI agent: Parts Manager 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 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 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 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 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 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 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.

Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	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. Removed prompt headers 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.

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.

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.

Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	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

If any additional requirements were introduced or changed for ServiceNow Otto for FSM we have noted them here.

Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	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.

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.

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.

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.

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 ServiceNow Otto for FSM for more information.