--- 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 Source-to-Pay Operations release notes for upgrades from Xanadu to Zurich # Combined ServiceNow Otto for Source-to-Pay Operations 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) 12 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 Source-to-Pay Operations Release Notes for Upgrades from Xanadu to Zurich This consolidated release note summary provides ServiceNow customers with essential information on upgrading ServiceNow Otto for Source-to-Pay Operations from the Xanadu release family to Zurich. It covers new features, important changes, activation instructions, and usage measurement updates relevant to the product's evolution across multiple release versions. Show full answer Show less ## New Features * **AI Model Providers:** New third-party AI providers Google Gemini and AWS Claude are now available alongside Now LLM Service and Azure OpenAI for all Now Assist applications, enhancing AI capabilities platform-wide. * **ServiceNow Otto for Sourcing and Procurement Operations (SPO):** * Introduction of an **agentic workflow** to enhance conversational intake, enabling streamlined user inquiries and automated handling of sourcing and procurement requests. * New Now Assist skills include negotiation and purchase order/requisition/sourcing request summarizations for both requesters and fulfillers, keeping users informed on statuses and action items. * Virtual Agent chat now supports SPO skills, allowing requesters to perform self-service tasks such as purchasing products and uploading vendor quotes, with AI automatically extracting and pre-filling purchase requisition data. * Procurement agentic workflows are simplified and consolidated into three core AI agents focused on product recommendations, request tracking, and inquiry analysis. * **ServiceNow Otto for Supplier Lifecycle Operations (SLO):** * Agentic workflows automate supplier onboarding, including registration, data validation, duplicate checks, task generation, communication, and approvals to expedite supplier activation. * New AI agents handle supplier data stewardship, validation, approval, and task generation guided by a configurable knowledge base article for region- and industry-specific requirements. * Support for conversational intake allows suppliers to request profile updates, submit cases, and track inquiry statuses in multiple languages. * Now Assist summarization panel provides case summaries directly within the interface to improve accessibility and efficiency for global teams. * **ServiceNow Otto for Accounts Payable Operations (APO):** * Generative AI capabilities enable AP fulfillers to chat with live agents, submit requests, and track statuses. * New AI-powered purchase order line mapping enhances matching accuracy and reduces manual workload. * Agentic workflows efficiently resolve high volumes of invoice inquiry cases, including those from email attachments, reducing human agent workload. * New AI agents like Inquiry resolution provider and Recommend invoice owner automate inquiry resolution and business owner identification for invoices. * The Field Extractor skill automates extraction of invoice numbers from inquiry cases originating from multiple channels, improving agent efficiency. * **Platform Enhancements:** The Coral theme is now the default for new portal, web, and mobile experiences, offering a fresh, brand-neutral look with additional dark mode options. ## Key Changes * **Now Assist Usage Measurement:** Transitioned from a 365-day look-back to a 365-day burn-down model, resetting usage at the contract anniversary date, affecting all AI applications from Yokohama Patch 5 and Zurich releases onward. * **Default Skill Activation:** Certain Now Assist and generative AI skills are now turned on by default for new customers and previously unconfigured skills for existing customers upgrading to newer releases. * **Access Control Lists (ACLs):** Enhanced configuration options for AI agents and agentic workflows allow administrators to control discovery and triggering permissions, including user-type behaviors and public availability. * **Renaming and Consolidation:** The "Help fulfill procurement requests" workflow was renamed to "Conversational intake for sourcing and procurement" reflecting expanded functionality and improved AI agent consolidation for better usability and operational efficiency. ## Activation and Additional Information * ServiceNow Otto for Source-to-Pay Operations and Now Assist applications can be installed and activated via the ServiceNow Store. Customers should review the version history release notes for cumulative updates. * No new browser, localization, accessibility, or additional requirements were introduced between Xanadu and Zurich releases. * No features were removed or deprecated during this upgrade path. ## What This Means for ServiceNow Customers Upgrading to Zurich enhances your Source-to-Pay Operations with advanced AI capabilities, improved automation, and conversational workflows that streamline procurement, supplier onboarding, and accounts payable processes. The new AI providers and skills enable more accurate, faster, and more scalable operations, reducing manual effort and improving user experiences across web, mobile, and messaging channels. Customers should plan to review ACL configurations, anticipate default skill activations, and leverage the new agentic workflows and AI agents to maximize efficiency and ROI from their ServiceNow Otto investments. Consolidated page of all release notes for ServiceNow Otto for Source-to-Pay Operations 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 Source-to-Pay Operations 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 Source-to-Pay Operations to Zurich Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-servicenowottoforsourcetopayoperations-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 Source-to-Pay Operations. {#dfrn3-servicenowottoforsourcetopayoperations-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. [ServiceNow Otto for Sourcing and Procurement Operations (SPO)](https://www.servicenow.com/docs/access?context=now-assist-spo&family=yokohama&ft:locale=en-US) : ServiceNow Otto for SPO includes an agentic workflow that enhances conversational intake capabilities. This AI-powered agent team streamlines user inquiries to sourcing and procurement teams by gathering knowledge, clarifying requests, deflecting common questions, providing product information, and recommending the appropriate purchase plan. For more information, see [Use agentic workflows](https://www.servicenow.com/docs/access?context=agentic-ai-now-assist-spo&family=yokohama&ft:locale=en-US). The following new skills are available in Now Assist for SPO: * Negotiation summarization for fulfillers: Summarize negotiations to keep fulfillers informed on their current status, progress, and action items. * Negotiation event summarization for fulfillers: Summarize negotiation events to keep fulfillers informed on their current status, progress, and action items. * Purchase order summarization for requesters: Summarize purchase orders to keep requesters informed about their current status, progress, and action items. * Purchase requisition summarization for requesters: Summarize purchase requisitions to keep requesters informed about their current status, progress, and action items. * Sourcing request summarization for requesters: Summarize sourcing requests to keep requesters informed about their current status, progress, and action items. [ServiceNow Otto for Supplier Lifecycle Operations (SLO)](https://www.servicenow.com/docs/access?context=now-assist-slo&family=yokohama&ft:locale=en-US) : ServiceNow Otto for SLO includes an agentic workflow to streamline the supplier onboarding process by automating supplier registration. AI agents automate the supplier onboarding process, including data validation, duplicate checking, task generation, and communication with suppliers, streamlining the entire process for faster time-to-activation. For more information, see [\[Placeholder link text to key bundle-stpop.agentic-workflows-na-slo\]](https://www.servicenow.com/docs/access?context=agentic-workflows-na-slo&family=yokohama&ft:locale=en-US). The following new skills are available in ServiceNow Otto for SLO: * Conversational intake for suppliers: Suppliers can request profile updates, submit cases, and track inquiry statuses through a conversational interface powered by AI. * Now Assist summarization panel: Case summaries are generated directly within the Now Assist Panel with no need to open individual case records. * Multilingual support for summarization: Case details are summarized in the user's preferred language, improving accessibility for global teams. [ServiceNow Otto for Accounts Payable Operations (APO)](https://www.servicenow.com/docs/access?context=now-assist-apo&family=yokohama&ft:locale=en-US) : With the ServiceNow Otto for APO application, AP fulfillers can leverage generative AI capabilities to chat with live agents, submit a request, and track its status.The ServiceNow®Now Assist experience brings generative AI powered purchase order line mapping feature designed to enhance matching accuracy and reducing manual intervention.Generate purchase order summarization using Now Assist skills powered by generative AI.Use agentic workflows in Accounts Payable Operations to resolve invoice inquiry cases raised by employees and suppliers. These workflows also help track associated invoice records efficiently. With an agentic workflow, you can process a high volume of invoice inquiries that come through email attachments to significantly reduce the workload of human agents. | | Zurich | [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. [ServiceNow Otto for Finance and Procurement](https://www.servicenow.com/docs/access?context=now-assist-fsc-common&family=zurich&ft:locale=en-US) : The Field Extractor skill extracts the invoice number and supplier invoice number from the inquiry case. The inquiry case is generated through different channels (emails, virtual agent chats, or web content). The access control lists (ACLs) confirm that only authorized agents can activate or configure the skill.The Supplier summarization skill in Source-to-Pay Operations workspace provides unified view of supplier-related inquiries and pending actions. This feature helps specialists and supplier managers to quickly view a concise summary of supplier-related cases, tasks, and exceptions.The Inquiry classifier skill auto-populates the subcategory of an invoice inquiry case by analyzing its description and short description in the Accounts Payable Operations. [ServiceNow Otto for Sourcing and Procurement Operations (SPO) skills in a Virtual Agent chat](https://www.servicenow.com/docs/access?context=now-assist-spo-va-using&family=zurich&ft:locale=en-US) : Requesters can leverage contextual generative AI by using ServiceNow Otto for SPO in a Virtual Agent chat to complete self-service tasks, such as purchasing products. [ServiceNow Otto for SPO](https://www.servicenow.com/docs/access?context=now-assist-spo&family=zurich&ft:locale=en-US) : Upload quotes from vendors to request a purchase using the Procurement product recommendation AI agent. Now Assist automatically extracts supplier information, item descriptions, quantities, and pricing from uploaded vendor quotes to pre-fill purchase requisition forms, eliminating manual data entry and accelerating request submission.The Help fulfill procurement requests agentic workflow has been renamed to Conversational intake for sourcing and procurement to better reflect its expanded scope and capabilities.Employees can initiate sourcing and procurement requests conversationally, with the agent automatically applying organizational policies, routing logic, and pre-filling request details for faster completion.To enhance performance and simplify maintenance, the Conversational intake for sourcing and procurement agentic workflow now includes three core AI agents. The Procurement purchasing plan and Procurement sourcing plan AI agents have been consolidated into a single, unified Procurement product recommendation AI agent. * Procurement request tracking AI agent: Finds and summarizes request status details to answer employee inquiries. * Procurement product recommendation AI agent: Recommends products based on organizational buying criteria, creates purchasing or sourcing plans, and guides employees through the checkout or request process. * Procurement inquiry analysis AI agent: Analyzes employee inquiries to determine next steps, routes tasks to the appropriate agent, provides knowledge-based answers, and manages fallback handling for unsupported requests. [ServiceNow Otto for SLO](https://www.servicenow.com/docs/access?context=now-assist-slo&family=zurich&ft:locale=en-US) : ServiceNow Otto for SLO includes the Coordinate supplier onboarding agentic workflow to streamline the supplier onboarding process by automating supplier registration. AI agents automate the supplier onboarding process by validating profile data and banking details, checking for duplicate suppliers, task generation, communication with suppliers, and final approvals, streamlining the entire process for faster time-to-activation. To make the workflow more dynamic, the Supplier document strategy generator AI agent creates tasks by referring to a KB article which has all the details about the regions and industry related tasks and documents required for onboarding. The KB article is available as a part of demo data, however, the admin can edit and configure this KB article as required. The following AI agents in the Coordinate supplier onboarding agentic workflow perform the supplier onboarding tasks: * Supplier data steward AI agent: Validates supplier data and checks for duplicate records, creates an invitation case for the supplier contact and assigns the necessary supplier tasks. Also, if required, communicates to the supplier about missing information that must be updated. * Supplier data validator AI agent: Validates supplier-provided profile information and banking details (like account name, account ID, and bank name) in real time. * Supplier approval AI agent: Manages approval or rejection of the supplier onboarding. * Supplier document strategy generator AI agent: Generates a plan to create tasks after referring to the dedicated KB article which includes all the details about the tasks required for onboarding based on the region and industry. For more information, see [\[Placeholder link text to key bundle-stpop.agentic-workflows-na-slo\]](https://www.servicenow.com/docs/access?context=agentic-workflows-na-slo&family=zurich&ft:locale=en-US). [ServiceNow Otto for APO](https://www.servicenow.com/docs/access?context=now-assist-apo&family=zurich&ft:locale=en-US) : The ServiceNow Otto for APO includes Inquiry resolution provider agent and Recommend invoice owner which resolves invoice inquiries autonomously and recommends business owner for invoices (Non-PO, Non-PO type credit memo). * The Inquiry resolution provider AI agent processes high volumes of repetitive invoice inquiries through various channels (web, email, virtual agent, mobile and manual entry) to significantly reduce the workload of human agents. * The Recommend invoice owner AI agent identifies the missing business owner through semantic matching or by creating tasks. The Recommend invoice owner agent triggers when a Missing or invalid business owner exception is raised. For more information on the AI agents, see [Use AI agents in ServiceNow Otto for Accounts Payable Operations (APO)](https://www.servicenow.com/docs/access?context=using-apo-ai-agents&family=zurich&ft:locale=en-US) | [ ] ## Changes Between your current release family and Zurich, some changes were made to existing ServiceNow Otto for Source-to-Pay Operations features. {#dfrn3-servicenowottoforsourcetopayoperations-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. [Use the ServiceNow Otto for Sourcing and Procurement Operations (SPO) skills in a Virtual Agent chat](https://www.servicenow.com/docs/access?context=now-assist-spo-va-using&family=yokohama&ft:locale=en-US) : Requesters can leverage contextual generative AI by using ServiceNow Otto for SPO in a Virtual Agent chat to complete self-service tasks, such as purchasing products. | | Zurich | [Changes to Now Assist usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&family=zurich&ft:locale=en-US) : Starting with Australia Early Access, AI 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: AI Usage - Overview \& New Measurement Logic](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). [Some generative AI skills are turned on by default](https://www.servicenow.com/docs/access?context=now-assist-skills-on-by-default&family=zurich&ft:locale=en-US) : The new default behavior works as follows: * New customers: When you install an AI product, designated skills are turned on automatically. * Existing customers who are upgrading (starting with Australia Early Access): 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. 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 Between your current release family and Zurich, some ServiceNow Otto for Source-to-Pay Operations features or functionality were removed. {#dfrn3-servicenowottoforsourcetopayoperations-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 Source-to-Pay Operations features or functionality were deprecated. {#dfrn3-servicenowottoforsourcetopayoperations-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 Source-to-Pay Operations. {#dfrn3-servicenowottoforsourcetopayoperations-summary__entry__42} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | Activation information : Install Now Assist for Source-to-Pay Operations by requesting it from ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the [ServiceNow Store version history release notes](https://www.servicenow.com/docs/access?context=sn-store-release-notes&family=zurich&ft:locale=en-US). | [ ] ## Additional requirements If any additional requirements were introduced or changed for ServiceNow Otto for Source-to-Pay Operations we have noted them here. {#dfrn3-servicenowottoforsourcetopayoperations-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 ServiceNow Otto for Source-to-Pay Operations we have noted them here. {#dfrn3-servicenowottoforsourcetopayoperations-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 Source-to-Pay Operations, such as specific requirements or compliance levels. {#dfrn3-servicenowottoforsourcetopayoperations-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 Source-to-Pay Operations we have noted them here. {#dfrn3-servicenowottoforsourcetopayoperations-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 Source-to-Pay Operations we have noted them here. {#dfrn3-servicenowottoforsourcetopayoperations-summary__entry__82} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | Now Assist introduced AI on the platform. As that experience has evolved, there's a new name for the experience. ServiceNow Otto® is the conversational AI platform integrated into ServiceNow workflows. It provides agentic capabilities, supports multimodal interactions across web, mobile, and messaging channels, and enables autonomous orchestration for cross-system workflows. [Zurich Patch 5](https://www.servicenow.com/docs/access?context=zurich-patch-5&family=zurich&ft:locale=en-US) * Review changes to Now Assist usage measurement. [Zurich Patch 4](https://www.servicenow.com/docs/access?context=zurich-patch-4&family=zurich&ft:locale=en-US) * Some Now Assist skills are now turned on by default. * Additional role configuration required for agentic workflows and AI agents included with your applications. Previous Patch releases * Some Now Assist skills are now turned on by default. * Create purchase requisitions faster by uploading vendor quote files directly through Now Assist's AI-powered chat interface in the Employee Center. * Use the improved AI search in Shopping Hub, powered by the Retrieval Augmented Generation (RAG) framework, to get more accurate and relevant results. * The Help fulfill procurement requests agentic workflow has been renamed to Conversational intake for sourcing and procurement to better reflect its expanded scope and capabilities. * Use enhanced AI agents for the Conversational intake for sourcing and procurement agentic workflow in Now Assist for SPO to improve usability and operational efficiency. * Use enhanced AI agents for the Coordinate supplier onboarding agentic workflow in Now Assist for SLO to automate supplier registration and streamline onboarding. * Use the Field extractor skill to automate the extraction of invoice numbers or supplier invoice numbers from inquiry cases. The skill works with cases generated through emails, virtual agent chats, or web content. Automating the extraction enhances Accounts Payable agents' efficiency, leading to faster and more accurate resolutions. * The Enhanced Inquiry resolution provider AI agent uses more data sources to suggest resolution to supplier inquiries. See [ServiceNow Otto](https://www.servicenow.com/docs/access?context=now-assist-source-to-pay-operations&family=zurich&ft:locale=en-US) for more information. | [ ]