Incident Management release notes

ServiceNow® Incident Management product enhancements and updates in the Jakarta release.

Activation information

Incident Management is active by default.

New in the Jakarta release

ITIL proven practices alignment
A new plugin that provides alignment with proven ITIL practices is introduced in this release. The Incident Management Best Practice – Jakarta (com.snc.best_practice.incident.jakarta) plugin is activated by default for new customers. Customers who upgrade from a previous release must Request a plugin .
The plugin updates the Incident form and functionality in the following ways.
  • Makes the Work notes field mandatory when there is a change in the incident priority, so that incident managers can more easily track what caused a change in priority.
  • Added the Request related list, so that you can more easily track a request opened from an incident.
  • Clears the Assigned to field when the assignment group is changed.
  • Added the Parent Incident field to the related forms section, so that your users can see which incidents have parent records.
  • Changed the field labels Closed code and Closed Notes to Resolution code and Resolution notes.
  • Updated the On Hold choice list to include Awaiting Caller, Awaiting Change, Awaiting Problem, and Awaiting Vendor. If Awaiting Caller is selected, it is mandatory to enter additional comments.