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Incident Management release notes

Incident Management release notes

ServiceNow® Incident Management application enhancements and updates in the Helsinki release.

Activation information

Active by default.

New in the Helsinki release

Incident Management state model
An incident state model that matches best practices. It provides the following incident states by default:
  • New
  • In Progress
  • On Hold
  • Resolved
  • Closed
  • Canceled
The On Hold state has the following reasons associated with it:
  • Awaiting Caller
  • Awaiting Evidence
  • Awaiting Problem Resolution
  • Awaiting Vendor
Note: While this new state model is available by default for new instances, it is not available on upgrade. Refer to KB0564465 for further details.

Changed in this release

  • Incident notification email templates are updated with improved formatting.
  • The Impact field was removed from the Create Incident record producer. The Impact field was removed because it is not best practice to ask self-service users to determine the impact of an incident. Instead, self-service users can specify the urgency of an incident in the Urgency field.
    Note: This change is available by default for new instances. It is not available for upgraded instances.
  • The default list view of an incident, except a closed one, has been updated to the following order:
    • Number
    • Opened
    • Short Description
    • Caller
    • Priority
    • State
    • Category
    • Assignment Group
    • Assignee
    • Updated
    • Updated by
    Note: The updated list view is available by default for new instances. It is not available for upgraded instances.