Combined Advanced Work Assignment release notes for upgrades from Yokohama to Zurich

  • Release version: Zurich
  • Updated July 20, 2026
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    Summary of Combined Advanced Work Assignment Release Notes for Upgrades from Yokohama to Zurich

    This consolidated guide provides ServiceNow customers with essential information regarding the Advanced Work Assignment (AWA) feature enhancements, changes, and upgrade considerations from the Yokohama release family to the Zurich release family. It serves as a practical reference to prepare for and understand the implications of upgrading to Zurich, highlighting new features, activation steps, browser requirements, and performance improvements.

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    New Features

    • Yokohama Release: Introduced the ability to run AWA assignments on different nodes or cadences for various service channels, enhancing application performance and resilience.
    • Added support for enabling agents to provide wrap-up codes or notes for interactions or segments they were involved in, facilitating better tracking and closure of work items.
    • Zurich Release: No new features were introduced for AWA.

    Changes, Removals, and Deprecations

    There were no changes, removals, or deprecations of AWA features between Yokohama and Zurich releases. This stability ensures continuity in existing workflows and configurations during upgrade.

    Activation Information

    • AWA is part of the ServiceNow AI Platform and requires activation of the Glide Advanced Work Assignment plugin (com.glide.awa).
    • For customers using External Routing functionality, the External Routing Support plugin (com.glide.awa-external) must also be activated.
    • There were no changes to activation procedures in the Zurich release.

    Browser Requirements

    • AWA does not support mobile devices, Internet Explorer, or Microsoft Edge (legacy).
    • Recommended browsers include Microsoft Edge based on Chromium and other supported browsers as detailed in ServiceNow’s browser support documentation.
    • These requirements remain unchanged through Yokohama to Zurich.

    Upgrade Considerations and Recommendations

    • Review and complete all pre- and post-upgrade tasks as outlined prior to upgrading to Zurich to ensure smooth transition.
    • Leverage the improved performance and resilience features introduced in Yokohama, such as running assignments on different nodes per service channel and agent wrap-up capabilities.
    • No additional localization, accessibility, or highlight changes were made between Yokohama and Zurich, simplifying compliance and user experience management.

    Key Outcomes

    By upgrading to Zurich with these considerations, ServiceNow customers can expect a stable AWA environment with enhanced assignment performance and agent interaction tracking enabled since Yokohama. The upgrade path is streamlined with no deprecated features or disruptive changes, allowing organizations to maintain continuity while benefiting from prior enhancements.

    Consolidated page of all release notes for Advanced Work Assignment from Yokohama to Zurich.

    How to use this page

    To help you prepare for your upgrade, we have combined the cross-family Advanced Work Assignment release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Yokohama 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 to Zurich

    Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed.

    Release Release notes

    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.

    Release Release notes

    Yokohama
    Service channels
    Run AWA assignments on different nodes or cadences for different service channels to improve performance and resilience.
    Use
    Enable agents with the ability to provide wrap-up codes or notes for interactions or segments that the agent was involved in.

    Zurich

    		 No updates for this release.

    Changes

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

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Removed

    Between your current release family and Zurich, some Advanced Work Assignment features or functionality were removed.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Deprecations

    Between your current release family and Zurich, some Advanced Work Assignment features or functionality were deprecated.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Activation information

    Review information on how to activate Advanced Work Assignment.

    Release Release notes

    Yokohama

    Advanced Work Assignment 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).

    Zurich

    		 No updates for this release.

    Additional requirements

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

    Release Release notes

    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 we have noted them here.

    Release Release notes

    Yokohama

    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.

    Zurich

    		 No updates for this release.

    Accessibility information

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

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Localization information

    If there are specific localization considerations for Advanced Work Assignment we have noted them here.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Highlight information

    If there are specific highlight considerations for Advanced Work Assignment we have noted them here.

    Release Release notes

    Yokohama
    • Run assignments on different nodes or cadences for different service channels to improve the AWA application's performance and resilience.
    • Provide wrap-up codes or notes for interactions or segments that the agent is involved in at the end of a call.

    See Advanced Work Assignment for more information.

    Zurich

    		 No updates for this release.