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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 New York release.

The Incident Management product helps to restore normal service operation during incidents while minimizing impact to business operations and maintaining quality.

New in the New York release

ITSM Roles — Incident Management plugin

The ITSM Roles — Incident Management plugin (com.snc.itsm.roles.incident_management) adds the sn_incident_read and sn_incident_write roles, which enables you to restrict broader access to your data for increased data protection. It also updates the existing security model for Incident Management to support these new roles.

Business Stakeholder role
Use the business_stakeholder role to provide secure access to approve or read records and to view reports for a specific product. You can add this role by installing the Business Stakeholder (com.snc.business_stakeholder) plugin. For new users, this role contains the following ITSM product-specific read roles:
  • sn_incident_read
  • sn_problem_read
  • sn_change_read
  • sn_request_read
  • approver_user
If you are an upgrade user, request the ITSM Roles (com.snc.itsm.roles) plugin to include the given product-specific roles.
Special handling notes for incident records
Provide additional information about an individual record or set of records that meet one or more conditions by including special handling notes, which are displayed in a pop-up window. Activate the Special Handling Notes plugin (com.sn_shn) to add the Create Special Handling Notes related link from which you can create the notes. Remember to configure the incident form to display these notes.
Major incident workbench improvements
  • Alerts: Activate the Event Management plugin (com.glideapp.itom.snac) to add an Alert card under the Summary tab that keeps you up to date on the number of alerts for each incident. The count is the total of all primary and secondary alerts for the incident.
  • View recent outages: View the downtime for the listed impacted services and affected CIs on the Impacted Services and Affected CIs card. Up-to-date outage information enables you to quickly deal with issues.
Chat from Outlook add-in
Chat with a virtual agent directly within Microsoft Outlook using the ServiceNow for Outlook add-in. Previously, you could only create a VTB task or incident from the add-in.

Changed in this release

KCS article integration for Incident Management
Knowledge-Centred Service (KCS) is an initiative related to the creation and continuous improvement of knowledge. KCS article integration for Incident Management enables you to create known error articles more easily from an incident and use templates to include issues and resolutions.
Calculation of time to identify in Post Incident Report includes alerts
The Time to Identify is calculated as the difference of time between the creation of the first related alert for the incident or creation of the incident (if there is no alert or the Event Management plugin is inactive), whichever is earlier, and the time when the incident is first proposed or promoted as a major incident.
Note: In previous releases, this value indicated only the time from creation of an incident to when the incident was first proposed as a major incident.
Clickable links on major incident workbench
Added clickable links for all the related records in the cards under the Summary tab. You can go to the form view of any record using the link. Except for the related alert links in the Alert card, all other links take you to the form view of the record. For Alerts, the link takes you to the Alert workspace.
Create Outage
When you create an outage from an Incident, the outage record is not saved unless you manually save or submit the record. In previous releases, when you created an outage the record was created and saved immediately.
Customizable Outlook add-in
Create new manifests, and clone and customize labels, logos and descriptions of the Outlook add-in. You can also change the plugin ID in order to use multiple versions of the add-in from an Outlook client.

Activation information

  • Activate the ITSM Roles plugin (com.snc.itsm.roles) to activate the ITSM Roles — Incident Management plugin.
  • Activate the Special Handling Notes plugin (com.sn_shn) to configure the incident form layout to view special handling notes.
  • Activate the KCS Integration for Incident Management plugin (com.snc.incident.knowledge) for integration of Incident Management with Advanced Knowledge Management features that enable you to create known error articles easily from an incident.