Operational Technology Incident Management release notes

  • Release version: Store
  • Updated June 11, 2026
  • 2 minutes to read
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    Summary of Operational Technology Incident Management Release Notes

    The Operational Technology (OT) Incident Management application on the ServiceNow Store supports manufacturers in managing OT asset incidents from initiation through resolution. The release notes document the evolution of the application from its initial launch in November 2021 through multiple versions, highlighting new features, certifications, fixes, and enhancements designed to improve OT incident handling and integration within industrial environments.

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    Key Features and Enhancements

    • Incident Reporting and Roles: Introduction of OT incident roles and the ability to report OT incidents via the Employee Center without requiring specific OT incident roles (version 3.1.0).
    • Integration with Industrial Workspace: Enhanced related lists in OT change request records to create or link OT incidents, consolidating records for better incident and change management (version 2.0.7).
    • Knowledge Management: Addition of Operational Technology Knowledge Management to create, browse, and manage OT knowledge base articles directly from incident records and the Industrial Workspace, including publishing workflows (version 2.0.2).
    • Incident Configuration and Management: Ability to define OT incident categories/subcategories, priority lookup rules, state models, email notifications, and assignment groups to tailor incident workflows (version 2.0.0).
    • UI and List View Improvements: Updates to the OT incident record views and removal of unused columns for clarity, including layout refinements of related lists (versions 2.0.3 and 2.0.4).
    • Certifications: The application is certified for multiple ServiceNow releases, including Tokyo, Vancouver, Washington DC, Xanadu, Zurich, and Australia Patch 3, ensuring compatibility and performance across platforms.
    • Bug Fixes and Stability: Regular updates addressing various bug fixes to maintain operational reliability and user experience.

    Key Outcomes for ServiceNow Customers

    • Comprehensive OT Incident Lifecycle Management: Customers can efficiently manage OT incidents with tailored roles, workflows, and integration into industrial workspaces.
    • Improved Knowledge Sharing: The embedded knowledge management capabilities empower organizations to document and disseminate OT operational knowledge, reducing resolution times.
    • Enhanced Reporting and Collaboration: Using the Employee Center and improved UI elements, users without specialized roles can easily report incidents, promoting broader engagement.
    • Platform Compatibility and Confidence: Certifications across multiple ServiceNow releases provide assurance of smooth operation within diverse customer environments.

    Version history for the Operational Technology Incident Management application on the ServiceNow Store.

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

    Version history

    Version 4.0.0 - June 2026
    New: Certified for Australia Patch 3
    Version 3.1.0 - March 2026
    • New:
      • Use the Employee Center for OT to report an OT incident without an OT incident role
      • Certified for Australia
    Version 3.0.0 - December 2025
    New: Certified for Zurich.
    Version 2.0.9 - August 2025
    New: Certified for Zurich.
    Version 2.0.8 - May 2025
    New: Updated with various bug fixes.
    Version 2.0.7 - February 2025
    • New:
      • In an OT change request record in the Industrial Workspace, use new related lists to create an OT incident record related to the OT change request, or link an existing OT incident record to the OT change request.
    Version 2.0.6 - November 2024
    Fixed: Updated with various bug fixes.
    Version 2.0.4 - September 2024
    • New:
      • OT Incident Management now includes Industrial Process Manager and can be used with or without Operational Technology Manager
      • The OT incident record in the Industrial Workspace was updated to include all existing related lists under the Related Records tab
      • The Opened column was removed from the lists under the OT Incident module in the Industrial Workspace list view
      • Certified for Xanadu
    Version 2.0.3 - August 2024
    • OT Incident Management now includes Industrial Process Manager and can be used with or without Operational Technology Manager
    • The OT incident record in the Industrial Workspace was updated to include all existing related lists under the Related Records tab
    • The Opened column was removed from the lists under the OT Incident module in the Industrial Workspace list view
    • Certified for Xanadu
    Version 2.0.2 - February 2024
    • Added Operational Technology Knowledge Management to the Operational Technology Incident Management application to collect, organize, and share knowledge about your OT system and its devices within your organization.
    • With Operational Technology Knowledge Management, you can:
      • Configure an OT knowledge base for knowledge managers and knowledge users.
      • Browse all knowledge base articles related to an OT incident and create knowledge base articles directly from an incident record.
      • Create knowledge base articles through the Industrial Workspace.
      • Approve requests to publish, edit, retire, or delete a knowledge base article.
      • Edit existing knowledge base articles with updated information.
    • Certified for Washington DC
    Version 2.0.1 - August 2023
    Certified for Vancouver.
    Version 2.0.0 - February 2023
    • New:
      • Assign new Operational Technology Incident Management roles
      • Migrate Operational Technology Incidents
      • OT incident categories and subcategories
      • Visibility of OT incidents across sites
      • Define priority lookup rules for OT incidents
      • OT incident email notifications
      • Configure OT incident state models
      • Configure an OT incident task
      • Configure OT-specific assignment groups
    • Changed:
      • New OT incident user roles
      • Create OT incident tasks
      • Access control for OT incidents
      • OT Incident list menu
    • Removed:
      • The "Separating IT and OT incidents" section was removed from the Manufacturing Guided Setup under Operational Technology Incident Management.
      • The OT Incident User role (ot_incident_user) is no longer supported.
    Version 1.0.2 - August 2022
    • New:
      • Added OT Incident related list for OT classes
      • Added "None" to network type choice list on the incident table
      • Refactor OT Incidents related list layout
      • Certified for Tokyo
    Version 1.0.1 - November 2021
    The ServiceNow® Operational Technology Incident Management application enables manufacturers to manage OT Asset incidents from open to closure.