---
sourceDocument: Zurich Release Notes
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/zurich/release-notes

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Release Notes

ft:clusterId :

    - rn

bundleId :

    - rn


---

# Advanced Work Assignment (AWA) release notes

# Advanced Work Assignment (AWA) release notes {#ariaid-title1}

Release version: Zurich  
Updated July 31, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
The ServiceNow®
Advanced Work Assignment (AWA) application automatically assigns work items to your agents based on their availability, capacity, and optionally, skills. AWA was enhanced and updated in the Zurich release.

## About Advanced Work Assignment (AWA) {#advanced-work-assignment-rn__advanced-work-assignment-rn-highlights}

Use AWA with an inbox card in Workspace without an existing interaction or work item.{#advanced-work-assignment-rn__advanced-work-assignment-rn-highlights-1}

See [Advanced Work Assignment](https://www.servicenow.com/docs/access?context=awa-application-landing-page&version=zurich&pubname=zurich-conversational-interfaces&ft:locale=en-US) for more information.{#advanced-work-assignment-rn__advanced-work-assignment-rn-highlights-2}

## Activation and other requirements

Important:  
AWA is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

Activation information

:   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](https://www.servicenow.com/docs/access?context=awa-activate&version=zurich&pubname=zurich-conversational-interfaces&ft:locale=en-US).{#advanced-work-assignment-rn__advanced-work-assignment-rn-activation-1}

    To use the External routing functionality on your instance, you must activate the External Routing Support plugin (com.glide.awa-external).{#advanced-work-assignment-rn__advanced-work-assignment-rn-activation-2}

Browser requirements

:   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.{#advanced-work-assignment-rn__advanced-work-assignment-rn-browser-1}

## Zurich {#ariaid-title2}

The ServiceNow®
Advanced Work Assignment (AWA) application automatically assigns work items to your agents based on their availability, capacity, and optionally, skills. AWA was enhanced and updated in the Zurich release.

### What's new {#advanced-work-assignment-rn-release__advanced-work-assignment-rn-new-features}

[Use AWA without existing interaction or work item](https://www.servicenow.com/docs/access?context=using-awa&version=zurich&pubname=zurich-conversational-interfaces&ft:locale=en-US)
:   Use AWA with an inbox card in Workspace without an existing interaction or work item.

[New interaction record field](https://www.servicenow.com/docs/access?context=reference-awa&version=zurich&pubname=zurich-conversational-interfaces&ft:locale=en-US)
:   A new interaction record field was added to indicate whether this interaction is related to a third-party provider.
{#advanced-work-assignment-rn-release__advanced-work-assignment-rn-new-features-1}