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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 London release.

New in the London release

Incident management properties
Use the Close open Incident Tasks when Incident is closed or canceled property to close open incident tasks when the incident is closed or canceled.
Use the Close open Incident Communication Plans when Incident is closed or canceled property to close open incident communication plans when the incident is closed or canceled.
Use the Close open Incident Communication Tasks when an Incident Communication Plan is closed or canceled property to close open incident communication tasks when an incident communication plan is closed or canceled.
Use the Enable auto closure of incidents based on Resolution date. Setting this to 'No' will make auto closure to run based on the Updated date property to auto-close incidents based on the resolution date of the incident instead of the last updated date.
Note: The property is set to true only for new customers. Existing customers must manually set the property to true.
Create standard change from Incident
Introduced a new UI action Create Standard Change to create a standard change request from an incident which redirects the user to the Standard Change Catalog. Previously, only a normal or emergency change request could be created from an incident.
Parent child synchronization in Incident
If an incident has child incidents, the following occurs:
  • If an ITIL user reopens the parent incident, the parent incident and child incidents reopen. Both the parent and the child incident state are set to In Progress.
  • If an ESS user reopens the parent incident, the parent incident state is set to In Progress, but the child incidents are not reopened.
When an ITIL or an ESS user adds a child, the child incident state is set to In Progress. When the parent incident is resolved, the child incident state also changes to Resolved.
Create request from Incident form using record producer
Click Create Request from the context menu on the Incident form and select a record producer to create the request. The new task created (for example, new Incident or Problem or Change) is associated with the parent incident record. To achieve this action, you must add the following script in the script block of the record producer:
var incRPUtil = new LinkRecordProducerToIncident();
incRPUtil.linkRecordProducerToParentIncident(RP.getParameterValue('sysparm_req_parent'), current);
Refresh Impacted Services
Introduced a new UI action Refresh Impacted Services on the context menu of the Incident form to populate impacted services based on the primary Configuration Item (CI) specified on the task record. The system property com.snc.task.refresh_impacted_services is introduced where you can mention all the task tables where you need this UI action. This property is applicable for both new and existing customers.
Major incident management
Added a new Demote Major Incident UI option to the context menu of the Incident form. After a major incident candidate is promoted as a major incident and the major incident state changes to Accepted, a major incident manager can decide to demote a major incident by clicking Demote Major Incident.
Automatic closure of Major Incidents: Close a major incident automatically based on the system property Enable auto closure of incidents based on Resolution date. Setting this to 'No' will make auto closure to run based on the Updated date.
Associate multiple incidents with a major incident: Associate one or more incidents with a major incident using the Actions menu.
Reject multiple major incident candidates: Reject one or more major incident candidates using the Actions menu.
Major incident assignment: Assign a major incident to a group at the time of proposal and promotion based on the value of the Major Incident Management Group (sys_id) to whom the Major Incident should be re-assigned on promotion to 'Major Incident' property (sn_major_inc_mgmt.major_incident_management_group).
New fields added: Added the fields Proposed by and Proposed. When a major incident state is proposed, the fields Proposed by and Proposed capture the user who proposed the incident as a major incident candidate and the time when the incident was proposed. Similarly, when a major incident state is accepted, the fields Promoted by and Promoted capture the user who promoted the incident as a major incident and the time when the incident was promoted.
Major incident management process guidance: Added a new guided setup category for major incident management.
Major incident management workbench: Provides a single pane view designed for the major incident manager, communications manager, and resolver groups to manage the major incident process by aggregating and providing actionable information. The MIM workbench is integrated with the Task Communications Management flow and enhanced to include the Communications overview and the Post Incident report.
Conference call management
Notify role inheritance: The itil role inherits the notify_view role when the Incident Communications Management (com.snc.iam) and the Notify (com.snc.notify) plugins are activated, enabling an itil user to view the Notify Conference Call Participant Session table [notify_participant_session].
End conference call: A new End Conference Call related link appears on the Incident Communication Plan Management form. After a conference call is initiated, a user with the ia_admin role has the option to join or end a conference call, whereas a user with the itil role can only join a conference call.
Recommended and Selected list: The Recommended section no longer displays the frequently called participants because the frequent callers may not always be relevant for the incident. In the Selected section, the user who initiates the conference call is added.
Adding participants based on group: Added the Group field to the Notify Participant [notify_participant] table that enables the major incident manager or the communication manager to involve groups in a conference call. When a group is selected, the person who is on-call in that group is then added to the conference.
The user or the host who initiates the conference call is automatically added to the list of participants.
Conference call leader: You can have a conference call leader for a conference call. The leader can initiate and end a conference call​ as well as kick, mute, and unmute participants on a conference call. A conference call leader can be any user with the ia_admin role or the itil user to whom the Incident Communication Plan or the Incident Communication Task is assigned to.
Group name of a participant: If a user is added to a conference call and the user is a member of only a single group, then that group name is stored in the notify_participant record.​ If the user is a member of multiple groups, then a formatter containing all those groups is displayed on the notify_participant record​​.
Dependency view for Business Services
ITIL users can see the Business Service Management (BSM) map or dependency view for a business service on the Incident, Problem, and Change request form.
Note: Currently, the Business Service field does not appear on the Change request form, but the user can add the field by clicking the Additional options menu icon and navigating to Configure > Form Layout.

Changed in this release

Major incident management
The major incident manager is responsible for a major incident when a child incident is promoted. Currently, even though the incident is promoted to a major incident, a caller has access to resolve or reopen the major incident. Starting this release, an ESS user is unable to resolve, reopen, or close a major incident even if the user is the caller.
The ESS user is prompted to enter work notes and the business impact at the time of major incident proposal and promotion.
Rejection notification: The ESS user is prompted to enter the rejection reason while rejecting a major incident candidate. The rejection notification is then sent to the user that the incident is assigned to and the user who proposed the incident as a major incident candidate.

Removed in this release

  • The Show "Create Incident" link property is removed from the Incident Management Properties UI because this field is related to Knowledge Management.
  • The URL used for the "Create Incident" link property is removed from the Incident Management Properties UI because this field is related to Knowledge Management.

Activation information

The Incident Management - Core plugin (com.snc.incident_management) is available by default in new instances but it is not available on upgrade. Customers upgrading from Geneva or earlier versions must request the plugin.

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