Problem Management release notes ServiceNow® Problem Management product enhancements and updates in the Jakarta release. Activation information Problem 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 Problem Management Best Practice – Jakarta (com.snc.best_practice.problem.jakarta) plugin is activated by default for your new customers. The plugin updates the Problem form and functionality in the following ways. Makes the Work notes field mandatory when there is a change in the problem priority, so that problem managers can more easily track what caused a change in priority. Added the Major Problem check box and the Review Outcome field to facilitate the management and documentation of major problem reviews. Added the report Incident Trend by Configuration Item, so problem managers can view incident trends by service or configuration item (CI) over time to determine potential problems. Updated the Problem form layout, adding the fields Business service, Impact, Urgency, Closed, and Closed by and changed the layout of the form to make it more user-friendly. Makes the Priority field read-only. This field is set based on the impact and urgency of the problem. Hides the Known error field on the Problem form and the Known error flag is set to true when the problem is set to the state Known Error. Updated the UI action Close Incident to Resolve Incident enabling problem owners to resolve and communicate updates to child incidents when a resolution has been identified. Your users can review and confirm the resolution.