--- sourceDocument: zurich Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/delta-yokohama-zurich Release : - zurich ft:locale : - en-US ft:publication_title : - zurich Combined Product Files ft:clusterId : - delta3zy bundleId : - delta3zy --- # Combined ServiceNow Otto for Workplace Service Delivery (WSD) release notes for upgrades from Yokohama to Zurich # Combined ServiceNow Otto for Workplace Service Delivery (WSD) release notes for upgrades from Yokohama 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 Workplace Service Delivery (WSD) Release Notes for Upgrades from Yokohama to Zurich This consolidated release notes document covers all updates, new features, changes, and activation details for ServiceNow Otto for Workplace Service Delivery (WSD) relevant to customers upgrading from the Yokohama release to the Zurich release. It is designed to help ServiceNow customers prepare for the upgrade by providing a clear summary of what to expect, including pre- and post-upgrade tasks, feature introductions, and important usage measurement changes. Show full answer Show less ## New Features * **Agentic Workflows Enhancements:** Several AI-driven agentic workflows support workplace management, including: * **Optimize Cleaning Activities:** Manages cleaning and maintenance schedules based on space utilization rates. * **Automate Map Updates:** Supports bulk updates to Indoor Mapping by autonomously retrieving CAD sources and handling import tasks, escalating to user input if necessary. * **Manage Temporary Space Closures:** Blocks rooms for emergency maintenance and reschedules or moves existing reservations. * **Help Manage Workplace Reservations:** Autonomously reschedules and updates event reservations (time, date, duration). * **Summarize Workplace Cases (Zurich release):** Uses case summarization skills to analyze case context for appropriate actions. ## Changes * **Now Assist Usage Measurement:** Transitioned from a 365-day look-back model to a 365-day burn-down model, resetting usage at the contract anniversary date. This applies from Yokohama Patch 5 and continues to evolve through later patches and into Zurich. * **Default Skill Activation:** New Now Assist skills now automatically enabled for new customers and selectively enabled for existing customers during upgrades. * **Access Control Configuration:** Customers can configure ACLs for AI agents and agentic workflows within AI Agent Studio to control discovery and activation, including setting behavior as dynamic or AI user, and defining access scope (authenticated or public users). * **Rebranding:** ServiceNow Otto is the updated brand name for the conversational AI platform integrated with ServiceNow workflows, emphasizing multimodal interactions and autonomous orchestration. ## Removals and Deprecations No features or functionality were removed or deprecated between Yokohama and Zurich releases for ServiceNow Otto for Workplace Service Delivery (WSD). ## Activation Information ServiceNow Otto for Workplace Service Delivery (WSD) is available via the ServiceNow Store. Customers should request installation through the ServiceNow Store website, which also provides cumulative release notes and version history for the app. ## Additional Notes * **Browser, Accessibility, Localization, and Additional Requirements:** No updates or changes were reported for these areas between Yokohama and Zurich releases. * **Highlight Information:** Key patches introduced incremental enhancements, such as improved agentic workflows, usage measurement adjustments, and the ServiceNow Otto rebranding. Customers should review patch-specific notes to understand detailed changes. ## Practical Implications for ServiceNow Customers By upgrading to Zurich, customers gain enhanced AI-driven automation for workplace service delivery, improved management of space utilization and reservations, and a more flexible, controlled AI experience through configurable access controls. The updated usage measurement model helps align AI consumption with contract terms. The rebranding to ServiceNow Otto reflects a more integrated and autonomous AI platform, which supports streamlined workplace operations and case management. Consolidated page of all release notes for ServiceNow Otto for Workplace Service Delivery (WSD) from Yokohama to Zurich. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family ServiceNow Otto for Workplace Service Delivery (WSD) 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 ServiceNow Otto for Workplace Service Delivery (WSD) to Zurich Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-servicenowottoforworkplaceservicedeliverywsd-summary__entry__2} | 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 ServiceNow Otto for Workplace Service Delivery (WSD). {#dfrn3-servicenowottoforworkplaceservicedeliverywsd-summary__entry__8} | Release | Release notes | |-|-| | Yokohama | [Optimize cleaning activities agentic workflow](https://www.servicenow.com/docs/access?context=optimize-cleaning-activities-agent&family=yokohama&ft:locale=en-US) : Use the Optimize cleaning activities agentic workflow to manage cleaning and maintenance schedules of a maintenance case based on the space utilization rate of the location where a maintenance case is created. [Automate map updates agentic workflow](https://www.servicenow.com/docs/access?context=automate-map-updates-agent-ai&family=yokohama&ft:locale=en-US) : Use the Automate map updates AI agentic workflow to configure the map during bulk updates to Indoor Mapping. The Map Admin Agent autonomously retrieves the sources for the CAD file and resumes the import task. If the correct source isn't found, the agent moves the task to the Waiting user input state. [Manage temporary space closures agentic workflow](https://www.servicenow.com/docs/access?context=maintenance-meeting-room-agent-ai&family=yokohama&ft:locale=en-US) : Use the Manage temporary space closures agentic workflow when an emergency maintenance request is created.{#dfrn3-servicenowottoforworkplaceservicedeliverywsd-summary__entry__12} | Agentic workflows | Description | |-|-| | Manage temporary space closures | AI agentic workflow blocks a room for emergency maintenance and moves any existing reservation from the blocked location to another. | [Table 1. Available agentic workflows] [Help manage workplace reservations agentic workflow](https://www.servicenow.com/docs/access?context=manage-workplace-reservations-agent-ai&family=yokohama&ft:locale=en-US) : Use the Help manage workplace reservations agentic workflow for updating a planned event reservation's time, date, or duration.{#dfrn3-servicenowottoforworkplaceservicedeliverywsd-summary__entry__16} | Agentic workflows | Description | |-|-| | Help manage workplace reservations | AI agentic workflow autonomously reschedules events happening in the workplace and update an existing reservations date, time, or duration. | [Table 2. Available agentic workflows] | | Zurich | [Summarize a workplace case](https://www.servicenow.com/docs/access?context=summarize-workplace-case&family=zurich&ft:locale=en-US) : Use the case summarization skill to summarize the case context and take appropriate action. [Optimize cleaning activities agentic workflow](https://www.servicenow.com/docs/access?context=optimize-cleaning-activities-agent&family=zurich&ft:locale=en-US) : Use the optimize cleaning activities agentic workflow to manage cleaning and maintenance schedules of a maintenance case based on the space utilization rate of the location where a maintenance case is created. [Automate map updates agentic workflow](https://www.servicenow.com/docs/access?context=automate-map-updates-agent-ai&family=zurich&ft:locale=en-US) : Use the automate map updates agentic workflow to configure the map during bulk updates to Indoor Mapping. The map admin gent autonomously retrieves the sources for the CAD file and resumes the import task. If the correct source isn't found, the agent moves the task to the Waiting user input state. | [ ] ## Changes Between your current release family and Zurich, some changes were made to existing ServiceNow Otto for Workplace Service Delivery (WSD) features. {#dfrn3-servicenowottoforworkplaceservicedeliverywsd-summary__entry__22} | Release | Release notes | |-|-| | 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. | | Zurich | [Now Assist \> ServiceNow Otto announcement](https://www.servicenow.com/docs/access?context=sn-ai-implementation-landing&family=zurich&ft:locale=en-US) : ServiceNow Otto 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. [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). | [ ] ## Removed Between your current release family and Zurich, some ServiceNow Otto for Workplace Service Delivery (WSD) features or functionality were removed. {#dfrn3-servicenowottoforworkplaceservicedeliverywsd-summary__entry__28} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Deprecations Between your current release family and Zurich, some ServiceNow Otto for Workplace Service Delivery (WSD) features or functionality were deprecated. {#dfrn3-servicenowottoforworkplaceservicedeliverywsd-summary__entry__34} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Activation information Review information on how to activate ServiceNow Otto for Workplace Service Delivery (WSD). {#dfrn3-servicenowottoforworkplaceservicedeliverywsd-summary__entry__40} | Release | Release notes | |-|-| | Yokohama | Activation information : Install ServiceNow Otto for Workplace Service Delivery (WSD) 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=yokohama&ft:locale=en-US). Important: ServiceNow Otto for WSD is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Zurich | Activation information : Install ServiceNow Otto for Workplace Service Delivery (WSD) 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). Important: ServiceNow Otto for WSD 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 Workplace Service Delivery (WSD) we have noted them here. {#dfrn3-servicenowottoforworkplaceservicedeliverywsd-summary__entry__46} | 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 ServiceNow Otto for Workplace Service Delivery (WSD) we have noted them here. {#dfrn3-servicenowottoforworkplaceservicedeliverywsd-summary__entry__52} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Accessibility information Review details on accessibility information for ServiceNow Otto for Workplace Service Delivery (WSD), such as specific requirements or compliance levels. {#dfrn3-servicenowottoforworkplaceservicedeliverywsd-summary__entry__58} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Localization information If there are specific localization considerations for ServiceNow Otto for Workplace Service Delivery (WSD) we have noted them here. {#dfrn3-servicenowottoforworkplaceservicedeliverywsd-summary__entry__64} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Highlight information If there are specific highlight considerations for ServiceNow Otto for Workplace Service Delivery (WSD) we have noted them here. {#dfrn3-servicenowottoforworkplaceservicedeliverywsd-summary__entry__70} | Release | Release notes | |-|-| | Yokohama | [Yokohama Patch 11](https://www.servicenow.com/docs/access?context=yokohama-patch-11&family=yokohama&ft:locale=en-US) * Review changes to Now Assist usage measurement. * Some Now Assist skills, agents, and agentic workflows are on by default. * Additional role configuration is required for agentic workflows and AI agents included with Now Assist applications. Yokohama Patch 6 * Help map admins configure the map during bulk updates to Indoor Mapping using the Automate map updates AI agentic workflow. * Optimize a maintenance case based on the space utilization rate of the location where a maintenance case is created using the Optimize cleaning activities AI agentic workflow. Yokohama Patch 3 * Manage temporary space closures AI agentic workflow for emergency meeting room maintenance. This team of AI agents block a space for maintenance and move any existing reservations from the blocked room to a new location. * Help manage workplace reservations for updating existing event planning reservations. This team of AI agents retrieve the reservation from workplace case details, analyze the reservation, and update the workplace case notes. See [Now Assist for WSD](https://www.servicenow.com/docs/access?context=now-assist-wsd-landing&family=yokohama&ft:locale=en-US) for more information. | | Zurich | Zurich Patch 12 * ServiceNow Otto is the new AI experience brand. This change is reflected in the name of ServiceNow products, including ServiceNow Otto for Workplace Service Delivery (WSD). Your product entitlements remain unchanged. Check your entitlements to determine your access to specific features. [Zurich Patch 7](https://www.servicenow.com/docs/access?context=zurich-patch-7&family=zurich&ft:locale=en-US): Summarize workplace cases by using ServiceNow Otto for WSD. [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 1](https://www.servicenow.com/docs/access?context=zurich-patch-1&family=zurich&ft:locale=en-US) * Help map admins configure the map during bulk updates to Indoor Mapping using the automate map updates agentic workflow. * Optimize a maintenance case based on the space utilization rate of the location where a maintenance case is created using the optimize cleaning activities agentic workflow. See [ServiceNow Otto for Workplace Service Delivery (WSD)](https://www.servicenow.com/docs/access?context=now-assist-wsd-landing&family=zurich&ft:locale=en-US) for more information. | [ ]