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Healthcare and Life Sciences release notes › Features and changes by product › Release notes for upgrading from Zurich › Learn about the Australia release › Australia release notes
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Care Team Operations for Facilities release notes

The ServiceNow® Care Team Operations for Facilities application contains the case types to report and fulfill facilities issues as a part of Healthcare Operations. Care Team Operations for Facilities was enhanced and updated in the Australia release.

Care Team Operations for Facilities highlights for the Australia release

  • Use the conversational abilities of Now Assist in Virtual Agent in Care Team Portal or Care Team Mobile to create requests for support departments.
  • Leverage the Care Team Operations Case Creation Voice AI Agent enables to create cases conversationally over the phone.
  • Care Team Operations for Facilities has received security enhancements in the Australia release.

See Care Team Operations for Facilities for more information.

Important: Care Team Operations for Facilities is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

Important information for upgrading Care Team Operations for Facilities to Australia

The Australia release introduces enhanced protections for read‑only fields across the ServiceNow AI Platform®. These changes include a new “read_only_option” field with granular control levels, including “strict_read_only” and “client_script_modifiable". The changes occur in the back end and maintain backward‑compatible behavior. This update helps strengthen your instance security while preserving the flexibility you need. Refer to KB2718122 for additional technical details on how to identify affected fields and adjust their settings. For more information about granular read-only security options, see Configuring read-only security options.

If you have the feature administrator role you can now complete tasks that were initially reserved for users with the broader administrator role.

Care Team Operations for Facilities features

  • Create support requests using Now Assist in Virtual Agent

    Create support requests for healthcare IT, biomed, facilities, or environmental services departments through Now Assist in Virtual Agent conversationally. This workflow resolves missing or unclear details through clarifying questions and validates the request using the Care team operations case Intake and Care team operations case Creation AI agents and is available in Care Team Portal and Care Team Mobile.

  • Care Team Operations Case Creation Voice AI agent

    The Care Team Operations Case Creation Voice AI Agent enables care team members to create cases conversationally over the phone.

    Note: For the Care Team Operations Case Creation Voice AI Agent to create cases, the Care Team Operations plugin for cases of that request type must be installed.

  • ServiceNow product tiers

    The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:

    • Foundation: AI basics to deliver insights
    • Advanced: AI to boost productivity across relevant use cases
    • Prime: Act autonomously with all AI assets, and create your own Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

Activation information

Install Care Team Operations for Facilities by requesting it from the ServiceNow Store. Visit the ServiceNow Store 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.

  • Healthcare Operations Core

    ServiceNow® Healthcare Operations Core provides the foundation for Care Team Operations and enables hospitals to streamline and automate their operations by integrating with supporting service departments.

  • Care Team Mobile

    ServiceNow® Care Team Mobile provides a mobile experience for hospital care teams to report issues to support departments.

Parent Topic:Healthcare and Life Sciences release notes

Parent Topic:Healthcare and Life Sciences release notes