The ServiceNow® Incident Management application restores normal service operations while minimizing the impact to business operations and maintaining quality. Incident Management was enhanced and updated in the Vancouver release.

Incident Management highlights for the Vancouver release

  • Improve the prediction and recommendation of similar incidents with solution definition enhancements.
  • Control when to promote an incident to a major incident or propose a major incident candidate.

See Incident Management for more information.

New in the Vancouver release

Enhancement to the major incident creation process
Control when to promote an incident to a major incident or propose a major incident candidate by using the Action to take field when defining the trigger rules for a major incident. By default, the base system activates a trigger rule that automatically promotes an incident with Priority value 1 to a major incident.

Changed in this release

Solution definition enhancements
Solution definitions now use the Description field in addition to the Short Description field to recommend similar incidents in an Incident record. A Machine Learning (ML) model enables the Description field in solution definitions to provide better quality results. The following solution definitions have been changed to include the Description field:
  • Similar Incidents
  • Similar Open Incidents
  • Similar Closed Incidents
Incident resolution behavior
When you resolve an incident in Core UI by using the Resolve UI action or by setting the incident state to Resolved, the Resolve dialog box is displayed with resolution code and resolution notes.
Note: This behavior is applicable only when the Now Assist for ITSM application is installed and the Resolution notes generation skill is activated. For information about Now Assist for ITSM, see Configure Now Assist for IT Service Management (ITSM).

Activation information

Incident Management is active by default with the Incident plugin (com.snc.incident).