Enable the display of incident special handling notes

task australia Updated Sep 10, 2026 1 min read create-special-handling-notes.md

Enable the display of informative notes for a specific record or for a set of records that meet one or more conditions. Use these notes to help users understand the action that was taken for the incident or the next course of action to be taken.

Before you begin

Role required: admin

The Special Handling Notes plugin (com.sn_shn) must be active to add the Create Special Handling Notes related link from which you can create the notes.

Procedure

Navigate to Incident > All.

Note: If the UI16 module link redirection feature is enabled in Service Operations Workspace (SOW) and the UI16 module supports the redirect configuration, navigating through UI16 paths automatically redirects you to the equivalent list or record pages in SOW instead of displaying the UI16 forms or lists. For more information, see Redirect UI16 module links to Service Operations Workspace.
Open any incident record.
Select the Additional actions icon [Omitted image "context-menu.png"] Alt text: and select Configure > Form Layout.
From the Available list, select Special Handling Notes Pop Up and move it to the Selected list.
Select Save.

The Incident form can display special handling notes.

Related topics

Create a special handling note

47 lines · 2.4 KB Wrap lines

---
title: Enable the display of incident special handling notes
description: Enable the display of informative notes for a specific record or for a set of records that meet one or more conditions. Use these notes to help users understand the action that was taken for the incident or the next course of action to be taken.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/incident-management/create-special-handling-notes.html
release: australia
product: Incident Management
classification: incident-management
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Managing incidents, Incident Management, IT Service Management]
---

# Enable the display of incident special handling notes

## Before you begin

Role required: admin

The Special Handling Notes plugin \(com.sn\_shn\) must be active to add the **Create Special Handling Notes** related link from which you can create the notes.

## Procedure

1. Navigate to **Incident** &gt; **All**.

**Note:** If the UI16 module link redirection feature is enabled in Service Operations Workspace \(SOW\) and the UI16 module supports the redirect configuration, navigating through UI16 paths automatically redirects you to the equivalent list or record pages in SOW instead of displaying the UI16 forms or lists. For more information, see [Redirect UI16 module links to Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-operations-workspace/redirect-ui16-module-links-sow.md).

2. Open any incident record.

3. Select the Additional actions icon \[Omitted image "context-menu.png"\] Alt text: and select **Configure** &gt; **Form Layout**.

4. From the **Available** list, select **Special Handling Notes Pop Up** and move it to the **Selected** list.

5. Select **Save**.

The Incident form can display special handling notes.

**Related topics**

[Create a special handling note](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/customer-service-management/t_CreateAnOnScreenAlert.md)