--- sourceDocument: xanadu Combined Product Files sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/delta-vancouver-xanadu Release : - yokohama ft:locale : - en-US ft:publication_title : - xanadu Combined Product Files ft:clusterId : - delta3xv bundleId : - delta3xv --- Combined Advanced Work Assignment release notes for upgrades from Vancouver to Xanadu ===================================================================================== Combined Advanced Work Assignment release notes for upgrades from Vancouver to Xanadu {#ariaid-title1} ====================================================================================================== * Release version: Yokohama * * Updated January 30, 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 5 minutes to read Consolidated page of all release notes for Advanced Work Assignment from Vancouver to Xanadu. 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 Vancouver to Xanadu. 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 Xanadu ---------------------------------------------------------------------- Before you upgrade to Xanadu, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-advancedworkassignment-summary__entry__2} | Release | Release notes | |---------------|------------------------------| | Vancouver | No updates for this release. | | Washington DC | No updates for this release. | | Xanadu | No updates for this release. | [ ] New features ------------ Between your current release family and Xanadu, new features were introduced for Advanced Work Assignment. {#dfrn3-advancedworkassignment-summary__entry__10} | Release | Release notes | |---------------|---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------| | Vancouver | [Evaluate skill level check box for skill-based work assignments](https://www.servicenow.com/docs/access?context=awa-assignment&family=vancouver&ft:locale=en-US) : Select the Evaluate skill level check box while creating an assignment rule to ensure that AWA reviews an agents skill levels prior to assigning the work item to the most qualified agent. | | Washington DC | [Added a system property](https://www.servicenow.com/docs/access?context=awa-properties&family=washingtondc&ft:locale=en-US) : The glide.awa.bypass_max_wait_time.enabled system property keeps pending_accept state work items in the Agent Inbox until the assignment times out even when the Max Wait Time is met. This property defaults to true. | | Xanadu | [External routing overview](https://www.servicenow.com/docs/access?context=awa-external-routing-overview&family=xanadu&ft:locale=en-US) : Use the updated Admin UI to enable the integration of Advanced Work Assignment with third-party contact-center-as-a-service (CCaaS) providers with the External Routing functionality. [Migrating Advanced Work Assignment Dashboards](https://www.servicenow.com/docs/access?context=awa-dashboards-migration&family=xanadu&ft:locale=en-US) : Migrate the AWA dashboards - Interactions, Messaging, Task, and Operations dashboards - to Next Experience. [Define external routing test implementation](https://www.servicenow.com/docs/access?context=define-extrnl-routng-plugin&family=xanadu&ft:locale=en-US) : Defined the External Routing Test Tools plugin (com.glide.awa.external.test_tools) with a simplified external-routing-provider ATF-based sample implementation to receive and process REST calls about external events.Align the payloads generated by the demo data for the sample implementation to process and use the ATF-based tool to verify any modified components. | [ ] Changes ------- Between your current release family and Xanadu, some changes were made to existing Advanced Work Assignment features. {#dfrn3-advancedworkassignment-summary__entry__18} | Release | Release notes | |---------------|------------------------------| | Vancouver | No updates for this release. | | Washington DC | No updates for this release. | | Xanadu | No updates for this release. | [ ] Removed ------- Between your current release family and Xanadu, some Advanced Work Assignment features or functionality were removed. {#dfrn3-advancedworkassignment-summary__entry__26} | Release | Release notes | |---------------|------------------------------| | Vancouver | No updates for this release. | | Washington DC | No updates for this release. | | Xanadu | No updates for this release. | [ ] Deprecations ------------ Between your current release family and Xanadu, some Advanced Work Assignment features or functionality were deprecated. {#dfrn3-advancedworkassignment-summary__entry__34} | Release | Release notes | |---------------|------------------------------| | Vancouver | No updates for this release. | | Washington DC | No updates for this release. | | Xanadu | No updates for this release. | [ ] Activation information ---------------------- Review information on how to activate Advanced Work Assignment. {#dfrn3-advancedworkassignment-summary__entry__42} | Release | Release notes | |---------------|-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------| | Vancouver | 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](https://www.servicenow.com/docs/access?context=awa-activate&family=vancouver&ft:locale=en-US). | | Washington DC | 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 [Get started with Advanced Work Assignment](https://www.servicenow.com/docs/access?context=implement-awa&family=washingtondc&ft:locale=en-US). | | Xanadu | 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](https://www.servicenow.com/docs/access?context=awa-activate&family=xanadu&ft:locale=en-US). 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 we have noted them here. {#dfrn3-advancedworkassignment-summary__entry__50} | Release | Release notes | |---------------|------------------------------| | Vancouver | No updates for this release. | | Washington DC | No updates for this release. | | Xanadu | 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. {#dfrn3-advancedworkassignment-summary__entry__58} | Release | Release notes | |---------------|----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------| | Vancouver | AWA 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](https://www.servicenow.com/docs/access?context=browser-support&family=vancouver&ft:locale=en-US). | | Washington DC | 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](https://www.servicenow.com/docs/access?context=browser-support&family=washingtondc&ft:locale=en-US). | | Xanadu | 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](https://www.servicenow.com/docs/access?context=browser-support&family=xanadu&ft:locale=en-US). | [ ] Accessibility information ------------------------- Review details on accessibility information for Advanced Work Assignment, such as specific requirements or compliance levels. {#dfrn3-advancedworkassignment-summary__entry__66} | Release | Release notes | |---------------|-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------| | Vancouver | Content focus : Content in the agent's inbox is focusable after selecting Submit to accept or reject an incident. Forced colors : The following Next Experience Components were updated to support the use of Forced Colors, a mechanism that is most commonly activated through an operating system setting for Forced Colors/High Contrast Themes. This enhancement enables users to customize the colors of their user interface and web content to meet their individual visual needs. For example, users with low vision might enable Forced Colors to help them successfully view the user interface. * sn-agent-inbox-empty * sn-agent-presence-state * sn-inbox-card * sn-inbox-empty * sn-notification-setting-popover-content * sn-presence-popover-content Support for truncation : The following Next Experience Components were updated to show the truncated text for non-interactive elements when the "Enable keyboard focus on truncated text" accessibility user preference is turned on. This enhancement supports sighted users who rely solely on a keyboard to use the ServiceNow platform. For more information, see [Configure Next Experience accessibility preferences](https://www.servicenow.com/docs/access?context=next-experience-accessibility-preferences&family=vancouver&ft:locale=en-US). * sn-agent-presence state * sn-inbox-card * sn-presence-popover-content VoiceOver support : VoiceOver now reads all content inside the Select a Reject Reason dialog box. | | Washington DC | No updates for this release. | | Xanadu | No updates for this release. | [ ] Localization information ------------------------ If there are specific localization considerations for Advanced Work Assignment we have noted them here. {#dfrn3-advancedworkassignment-summary__entry__74} | Release | Release notes | |---------------|------------------------------| | Vancouver | No updates for this release. | | Washington DC | No updates for this release. | | Xanadu | No updates for this release. | [ ] Highlight information --------------------- If there are specific highlight considerations for Advanced Work Assignment we have noted them here. {#dfrn3-advancedworkassignment-summary__entry__82} | Release | Release notes | |---------------|------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------| | Vancouver | * Route work items to the most qualified agent based on their skill level through the Evaluate skill level check box. See [Exploring Advanced Work Assignment](https://www.servicenow.com/docs/access?context=awa-overview&family=vancouver&ft:locale=en-US) for more information. | | Washington DC | Added a system property to keep pending_accept state work items in the Agent Inbox until the assignment times out even when the Max Wait Time is met. See [Advanced Work Assignment](https://www.servicenow.com/docs/access?context=awa-application-landing-page&family=washingtondc&ft:locale=en-US) for more information. | | Xanadu | * Enable Advanced Work Assignment integration with third-party providers with the External Routing feature. * Migrate the Advanced Work Assignment dashboards to Next Experience. * Defined the External Routing Test Tools plugin (com.glide.awa.external.test_tools) with a simple external routing ATF-based test implementation. See [Advanced Work Assignment](https://www.servicenow.com/docs/access?context=awa-application-landing-page&family=xanadu&ft:locale=en-US) for more information. | [ ]