Combined Incident Management release notes for upgrades from Xanadu to Brazil

Consolidated page of all release notes for Incident Management from Xanadu to Brazil.

How to use this page

To help you prepare for your upgrade, we have combined the cross-family Incident Management release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Xanadu to Brazil.

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 Incident Management to Brazil

Before you upgrade to Brazil, review these pre- and post-upgrade tasks and complete the tasks as needed.

Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.
Australia	No updates for this release.
Brazil	Upgrade information The ITSM Enhanced Security Features plugin (com.snc.itsm.enhanced_security) is now activated automatically when you upgrade to the Brazil release. Previously, the plugin was activated only on new instances. Activating the plugin adds "deny unless authenticated" access control list (ACL) rules to several IT Service Management tables. To revert to the pre-upgrade behavior, contact ServiceNow Support for a list of ACLs to deactivate on specific tables. As a last resort, Support can run a script that deactivates all the new ACLs.

## New features

Between your current release family and Brazil, new features were introduced for Incident Management.

Release	Release notes
Xanadu	No updates for this release.
Yokohama	User role for service desk agents With the sn_service_desk_agent user role, increase the operational efficiency by streamlining the process of asking about, gathering, and verifying information, as well as delivering quick resolutions. This role is designed for tier 1 service desk agents and is accessible when the ITSM Roles plugin (com.snc.itsm.roles) installed. The sn_service_desk_agent role includes the following user roles: `- sn\_incident\_write - sn\_problem\_write - sn\_change\_write - sn\_request\_write - tracked\_file\_reader` Additionally, with the installation of the ITSM Gen AI (com.sn.itsm.gen.ai) plugin, the knowledge_user, and now_assist_panel_user roles are integrated within the sn_service_desk_agent role. The sn_service_desk_agent role can be used starting with SOW version 6.1. Enhanced security model adoption for incident tables Help prevent unauthorized access to incident-related tables using Deny-Unless ACLs. A Deny-Unless authentication ACL restricts access for a non-authenticated user, such as a public role user. Without access, the user can't perform any actions on incident-related tables, including reading, writing, deleting, creating, or accessing the report view. This feature is activated automatically and applicable on the following incident-related tables: `- kb\_template\_incident\_kcs\_articl - kb\_template\_incident\_kcs\_template` Additionally, this feature is available on the following incident-related tables of new or zBoot instances after installing the ITSM Enhanced Security Features (com.snc.itsm.enhanced_security) plugin: `- incident - incident\_task - task\_ci - task outage` The ITSM Enhanced Security Features (com.snc.itsm.enhanced_security) plugin can be installed and activated by an admin via a support request. Existing or upgrade users must test and evaluate the results in their non-production instance, and then install the plugin and implement the security change in their production instance. For more information, see Deny-Unless ACL.
Zurich	No updates for this release.
Australia	Introduction of granular admin roles Configure all the incident, major incident, task outage and related communication features for both UI16 and SOW using the following granular admin roles: - sn\_incident\_admin: Configure all Incident Management features including incident management properties. - sn\_mim\_admin: Configure all Major Incident Management features including major incident properties and trigger rules. - sn\_tcm\_admin: Configure all Task Communications Management features including communication plans and tasks. - sn\_iam\_admin: Configure all Incident Communications Management features including creating, editing, or canceling incident communication plan, communication task, and managing contact information. Additionally, this role can administrate all Incident Communications Management capabilities." - sn\_contact\_admin: Configure all Contact Management features including creating and editing contact definitions, contact responsibilities, configuration of MI users, recipient lists, and groups. - sn\_task\_outage\_admin: Configure all Task Outage features including the mapping between the Task \[task\] table and the Outage \[cmdb\_ci\_outage\] table. Form channel for response templates The form channel is added to the Need more information and Schedule meeting response templates. The channel enables you to access the response templates from the incident record, copy the response templates texts to the clipboard from the incident form to be shared in the work notes, comments or other communication channels.
Brazil	Scheduled job for auto installation of application A scheduled job is now available that executes a batch installation on a new instance to automatically install applications such as Major Incident Management only if you have the necessary entitlements for the application. This is applicable only on the newly provisioned zboot instance. Auto resolve On-hold incident When an incident is put to On-Hold state with reason as Awaiting Caller Information, a notification for input response is sent to the caller for a specific number of attempts or strikes within specific time intervals. The business days are considered for a time interval. If the caller adds a comment on the Service Portal or replies to the notification email, the incident automatically moves to the In Progress state, and the assigned agent receives a notification. If the caller does not respond after all attempts are exhausted, the incident is automatically resolved with the resolution code Resolved - No response from caller and a resolution note indicating no caller response. You can control the number of attempts or strikes and the time interval between the attempts, using the following incident properties: `- The number of attempts made before an incident that is waiting for a caller response is automatically resolved if no reply is received. Setting this value to 0 will disable the automation for this instance - By default, the value is set to 3. - Wait period in business days between two attempts. Incidents will be auto resolved after all the attempts are completed - By default, the value is set to 1.` This is applicable only in the zboot instances.

## Changes

Between your current release family and Brazil, some changes were made to existing Incident Management features.

Release	Release notes
Xanadu	Email notification link redirection behavior In email notifications, you can now decide where the links to an incident record are redirected. Instead of an incident record automatically opening in the classic UI16 interface in Incident Management, the incident record can be opened in SOW. The incident record link in an email notification opens in SOW only if the following conditions are met: `- The Redirect SOW Email notification \(sow\_email\_notification\_redirect\) system property is set to true. - The user selecting the incident record link has the sn\_sow.sow\_user role.` The ITSM Notifications Redirection (com.snc.itsm.notifications_redirection) plugin is installed and activated automatically to support this behavior. To ensure consistency, the email notification template is updated to send the notification from SOW in the same format as sent from classic UI16 interface. Also, the template theme is updated to match the Next Experience theme.
Yokohama	Email redirection behavior for major incident email notification links In major incident email notifications, you can now decide where the links to a major incident record are redirected. Instead of a major incident record automatically opening in the classic UI16 interface in Major Incident Management, the record can be opened in SOW. The major incident record link in an email notification opens in SOW only if the following conditions are met: - The Redirect SOW Email notification \(sow\_email\_notification\_redirect\) property is set to `true`. Setting this property to true enables the email redirection behavior for all tables including major incident. - The Redirect SOW Email notification for Major Incident Management \(sn\_major\_inc\_mgmt.sow\_email\_notification\_redirect.mim\) property is set to `true`. - You have the sn\_sow\_user role. The ITSM Notifications Redirection (com.snc.itsm.notifications_redirection) plugin is installed and activated automatically to support this behavior. Email redirection behavior for incident email notification links In incident email notifications, you can now decide where the links to an incident record are redirected. Instead of an incident record automatically opening in the classic UI16 interface in Incident Management, the record can be opened in SOW. The incident record link in an email notification opens in SOW only if you have the sn_sow_user role and any of the following conditions are met: - The Redirect SOW Email notification \(sow\_email\_notification\_redirect\) property is set to `true`. Setting this property to true enables the email redirection behavior for all tables including incident. - The Redirect SOW Email notification for Incident Management \(sow\_email\_notification\_redirect.incident\) property is set to `true`. You can create this property if you want to enable or restrict the email redirection behavior specifically for the incident table. This property, if created and set, overrides the Redirect SOW Email notification \(sow\_email\_notification\_redirect\) base system property. The ITSM Notifications Redirection (com.snc.itsm.notifications_redirection) plugin is installed and activated automatically to support this behavior. To ensure consistency, the email notification templates for incident tasks are also updated to send the notification from Service Operations Workspace (SOW) in the same format as sent from classic UI16 interface similar to incident. Also, the template theme is updated to match the Next Experience theme. Incident and problem workflow changes When a problem is fixed and the Share fix option is triggered, the event is added to the Work notes (Private) field instead of the Additional comments (Customer visible) field for the incident associated with the problem record. This feature is available in the base system for the new customers. For existing or upgrade customers, admin must set the Communicate problem workaround to incident worknotes (com.snc.incident.communicate_prb_workaround_to_inc_worknotes) system property to `true` to enable the feature. Changes in the reopening incident behavior Enable the agents with incident write access, callers, requesters, or Opened by end users to reopen a resolved incident. Both the caller and the requester can view and use the Reopen option on the incident classic UI16 form and the Portal UIs, such as Service Portal and Employee Service Center (ESC) portal. An agent can view and use the Reopen option on the incident classic UI16 form to reopen any incident that is assigned to them or to other agents. However, on the Portal UI, an agent can only view and use the Reopen option to reopen an incident if it’s assigned to them. Sorting CIs in incident forms The search performance of the available CIs for the Configuration item field on an incident form is enhanced to promote a clean UI and quick loading and sorting of the CIs. The search results that list the CIs are sorted alphabetically by CI name instead of by CI class and then CI name. The ref_ac_order_by=sys_class_name attribute is removed from the default attributes on the cmdb_ci field of the Task [task] table, which increases the performance of the field. This change is applicable to new and existing users using the default attributes. You can use the Override attributes option to restrict this change for any required child tables that extend to the cmdb_ci field of the Task [task] table.
Zurich	Coral theme Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. Incident task record behavior changes When an incident task is closed, you can no longer edit the field values in the incident task form. Disabling the fields helps prevent any further updates or modifications to closed incident tasks, reducing audit risks. Incident and problem workflow changes When a problem record is linked to an incident or multiple incidents, the incident and problem workflow has the following enhancements: `- When a fix or workaround is shared from the problem record, an event is added in the activity stream of the incident record as work notes. The event includes a brief description of the provided fix or workaround and a link to the problem record. - When a Known Error \(KE\) article is linked to the problem record, an event is added in the activity stream of the incident record as work notes. The event includes the links to the problem record and the KE article.`
Australia	No updates for this release.
Brazil	Incident manager role changes The inherited itil role is now removed from the incident manager [incident_manager] role and replaced with the incident_write role. The is applicable only for the zboot instances. This change restricts access to incident records only, aligning permissions with the intended scope of the role and reducing unnecessary access to unrelated process areas. Major incident manager and communication plan manager role changes The major incident manager [major_incident_manager] and communication plan manager [sn_comm_management.comm_plan_mgr] roles no longer inherit the itil role. Instead, the roles inherit the sn_incident_write, sn_problem_write, sn_change_write, sn_request_write granular roles from the ITSM Roles plugin (com.snc.itsm.roles). This is applicable only for the zboot instances. For the upgrade instances, the itil role remains inherited. Additionally, the sn_incident_write, sn_problem_write, sn_change_write, and sn_request_write granular roles are added if the ITSM Roles plugin (com.snc.itsm.roles) is installed. Communication plan viewer role changes The sn_dex_desktop.notification_template_admin role is now removed from the communication plan viewer [sn_comm_management.comm_plan_viewer] role and added to the sn_incident_write role when ITSM Roles plugin (com.snc.itsm.roles) is installed. In case, ITSM Roles plugin (com.snc.itsm.roles) is not installed, the sn_dex_desktop.notification_template_admin role is added to the itil role. These role changes are applicable only for the zboot instances. Itil role check removal from comm_channel create and write ACLs The itil role reference check is now removed from the comm_channel create and write ACLs. Create and access to the communication channel definition in the incident communication tasks is based on the commTaskGr.state.canWrite script and if you have the following roles: `- Communication plan manager \[sn\_comm\_management.comm\_plan\_mgr\] - Communication plan admin \[sn\_comm\_management.comm\_plan\_admin\] - Task communication management admin \[sn\_tcm\_admin\] - ITSM granular roles such as sn\_incident\_write and the user assigned to the incident communication task and plan.` Auto close resolved incidents behavior changes The resolved incidents are now automatically closed after a specific number of business days instead of calendar days. You can use configure the number of business days using Number of days (integer) after which Resolved incidents are automatically closed. Zero (0) disables this feature [glide.ui.autoclose.time] property. This changes helps the maintaining the internal organizational policies.

## Removed

Between your current release family and Brazil, some Incident Management features or functionality were removed.

Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.
Australia	No updates for this release.
Brazil	No updates for this release.

## Deprecations

Between your current release family and Brazil, some Incident Management features or functionality were deprecated.

Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.
Australia	No updates for this release.
Brazil	No updates for this release.

## Activation information

Review information on how to activate Incident Management.

Release	Release notes
Xanadu	Incident Management is a ServiceNow AI Platform feature that is active by default.
Yokohama	Activation information Incident Management is a ServiceNow AI Platform feature that is active by default.
Zurich	Activation information Incident Management is a ServiceNow AI Platform feature that is active by default.
Australia	Activation information Incident Management is a ServiceNow AI Platform feature that is active by default.
Brazil	Activation information Incident Management is a ServiceNow AI Platform feature that is active by default.

## Additional requirements

If any additional requirements were introduced or changed for Incident Management we have noted them here.

Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.
Australia	No updates for this release.
Brazil	No updates for this release.

## Browser requirements

If any specific browser requirements were introduced or changed for Incident Management we have noted them here.

Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.
Australia	No updates for this release.
Brazil	No updates for this release.

## Accessibility information

Review details on accessibility information for Incident Management, such as specific requirements or compliance levels.

Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	Accessibility information Dark theme The new Coral theme includes a dark theme option for web and mobile experiences. This option is commonly used to alleviate eye strain and improve readability.
Australia	No updates for this release.
Brazil	Accessibility information Accessibility improvements were made to the Incident Management UI16 form across the full form lifecycle, including keyboard navigation, voice-over support, color contrast, and minimum target sizes. These updates benefit users who rely on screen readers or other Assistive Technology (AT), keyboard-only users, and users with low vision. Accessibility improvements were made to the Major Incident Management UI List component, record pages and Major Incident workbench tabs, including keyboard navigation and screen reader support. These updates benefit users who rely on screen readers or other Assistive Technology (AT), keyboard-only users, and users with low vision. Reflow support for Incident Management and Major Incident Management: Content can be zoomed up to 400% through your browser settings, with page layouts automatically transforming into a vertical, stacked view without loss of content or functionality. This enhancement helps users with low vision or who have trouble seeing web content due to monitor size, device type, poor lighting, or other situations.

## Localization information

If there are specific localization considerations for Incident Management we have noted them here.

Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.
Australia	No updates for this release.
Brazil	No updates for this release.

## Highlight information

If there are specific highlight considerations for Incident Management we have noted them here.

Release	Release notes
Xanadu	Control when an incident record link in the email notifications redirects to the incident record in Service Operations Workspace (SOW). See Incident Management for more information.
Yokohama	Increase the operational efficiency of the tier 1 service desk agents with the dedicated sn_service_desk_agent role. Control whether an incident or major incident record link in an email notification redirects you to the record in the classic UI16 interface or Service Operations Workspace (SOW). Enable agents with incident write access, callers, requesters, and Opened by end users to reopen a resolved incident from the Incident Management classic UI16 form, SOW, or Portal UIs. Restrict unauthorized access to incident-related tables using deny ACLs. Search for a configuration item (CI) in a list alphabetized by the CI name with an improved search performance. See Incident Management for more information.
Zurich	Help prevent changes to closed incident tasks to promote data integrity and to maintain a clear audit. Manage and resolve incidents effectively with the incident and problem workflow enhancements. Coral is the new default theme for Next Experience and Core UI, offering a more user-friendly experience. See Incident Management for more information.
Australia	Perform the incident, major incident, task outage, and related communication features configurations using granular admin roles. Enhance communication capabilities with the form channel added to response templates. See Incident Management for more information.
Brazil	Log incidents in the instance or by sending email. Classify incidents by impact and urgency to prioritize work. Assign to appropriate groups for quick resolution. Escalate as necessary for further investigation and resolution. Use reports to monitor, track, and analyze service levels and improvement. See Incident Management for more information.

**Parent Topic:**[Products combined by family](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/delta-xanadu-brazil/rn-combined-intro.md)