Incident Process in Australia release

[joel_reeves]

The company I work for is upgrading ServiceNow to version Australia.  I would like to know what changes and/or enhancements are available in the new Australia version for the Incident Management process.  Thank you for any help you can provide.

[Dr Atul G- LNG]

Here you can find:

https://www.servicenow.com/docs/r/release-notes/incident-management-rn.html

New in the Australia release

Introduction of granular admin roles

Configure all the incident, major incident, task outage and related communication features for both UI16 and SOW using the following granular admin roles:

• sn_incident_admin: Configure all Incident Management features including incident management properties.
• sn_mim_admin: Configure all Major Incident Management features including major incident properties and trigger rules.
• sn_tcm_admin: Configure all Task Communications Management features including communication plans and tasks.
• sn_iam_admin: Configure all Incident Communications Management features including creating, editing, or canceling incident communication plan, communication task, and managing contact information. Additionally, this role can administrate all Incident Communications Management capabilities."
• sn_contact_admin: Configure all Contact Management features including creating and editing contact definitions, contact responsibilities, configuration of MI users, recipient lists, and groups.
• sn_task_outage_admin: Configure all Task Outage features including the mapping between the Task [task] table and the Outage [cmdb_ci_outage] table.

Form channel for response templates

The form channel is added to the Need more information and Schedule meeting response templates. The channel enables you to access the response templates from the incident record, copy the response templates texts to the clipboard from the incident form to be shared in the work notes, comments or other communication channels.

[Tanushree Maiti]

Hi @joel_reeves 

Check this ServiceNow documentation: https://www.servicenow.com/docs/r/release-notes/rn-summary-changes.html 

(Search by Incident- you will find the changes which you are looking for)

Also check: Incident Management release notes