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Incident Management release notes

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Incident Management release notes

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

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.

Activation information

Incident Management is active by default.