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

  • Release version: Zurich
  • Updated July 20, 2026
  • 3 minutes to read
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    Summary of Combined Advanced Work Assignment (AWA) release notes for upgrades from Yokohama to Zurich

    This consolidated release notes page provides ServiceNow customers with a comprehensive view of the Advanced Work Assignment (AWA) updates from the Yokohama to Zurich releases. It is designed to assist you in preparing for your upgrade by summarizing new features, changes, deprecations, activation requirements, and other important considerations relevant to AWA within this upgrade cycle.

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    New Features

    • AWA without existing interaction or work item: In Zurich, you can now use AWA with an inbox card in Workspace even when there is no existing interaction or work item. This enhancement enables more flexible work assignment workflows.
    • New interaction record field: A new field was added to interaction records to indicate whether the interaction is related to a third-party provider, improving tracking and assignment accuracy.

    Changes, Removed Features, and Deprecations

    No changes, removals, or deprecations were introduced for AWA between Yokohama and Zurich releases, ensuring continuity of existing functionality.

    Activation Information

    • AWA is an AI Platform feature requiring activation of the Glide Advanced Work Assignment plugin (com.glide.awa).
    • To enable External Routing functionality, activate the External Routing Support plugin (com.glide.awa-external).
    • Refer to the official activation documentation for detailed steps to enable these plugins in your instance.

    Additional Requirements and Browser Support

    • No new additional requirements were introduced in this upgrade.
    • AWA does not support mobile devices, Internet Explorer, or legacy Microsoft Edge browsers.
    • Supported browsers include Microsoft Edge based on Chromium and other browsers listed in ServiceNow’s Browser support documentation.

    Accessibility and Localization

    There are no new accessibility or localization updates for AWA in this release cycle.

    Key Outcomes

    • With Zurich, you gain enhanced flexibility to assign work through Workspace inbox cards without needing existing interactions or work items.
    • The new interaction field improves the clarity of work assignments involving third-party providers.
    • The activation process remains straightforward, leveraging existing plugin infrastructure with clear instructions.
    • Browser support guidelines ensure an optimal user experience by specifying supported platforms and browsers.

    Consolidated page of all release notes for Advanced Work Assignment (AWA) 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 (AWA) 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 (AWA) 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 (AWA).

    Release Release notes

    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

    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

    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

    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

    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

    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

    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

    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

    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

    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.