Operational Technology Incident Management release notes
Summarize
Summary of Operational Technology Incident Management Release Notes - Washington DC
The ServiceNow® Operational Technology Incident Management v2 application has been enhanced in the Washington DC release, allowing engineers to efficiently address issues related to Operational Technology (OT) devices and production processes. This update is crucial for improving incident resolution and management within industrial environments.
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Key Features
- OT Incident Record Updates: An updated OT incident record is available in the Industrial Workspace, streamlining the organization of OT incidents.
- Automatic Assignment Rules: Create rules to automatically assign OT incidents to specific users or groups, improving workflow efficiency.
- Email Composition: Users can now compose emails directly from an OT incident record, with the subject line auto-populated with the incident number and short description.
- Multi-Device Management: Add or remove multiple OT devices and equipment model entities within an incident for better grouping of related tasks.
Key Outcomes
With these updates, customers can expect a more organized and efficient incident management process, reducing resolution times and enhancing collaboration among engineering teams. The integration with IT Service Management further supports the resolution of OT device issues, making it a valuable tool for industrial operations.
The ServiceNow® Operational Technology Incident Management v2 application enables engineers to resolve Operational Technology (OT) device and production process issues. Operational Technology Incident Management v2 was enhanced and updated in the Washington DC release.
Operational Technology Incident Management highlights for the Washington DC release
- Organize your OT incidents with the updated OT incident record on the Industrial Workspace.
- Assign OT incident records to the right user or user group automatically by creating an assignment rule.
- Save time by sending emails directly from an OT incident record with an auto-populated subject field that includes the incident number and short description.
- Add multiple OT devices and equipment model entities to an OT incident so that you can group your work in a more logical manner.
See Operational Technology Incident Management for more information.
New in the Washington DC release
- Edit the related devices and equipment model entities in an incident record
- Add or remove multiple OT devices and equipment model entities in an OT incident record in the Affected OT Devices and the Impacted Equipment Model Entities related lists, respectively.
- Create an assignment rule for OT incident records
- Create assignment rules for Operational Technology Incident Management v2 to automatically assign an OT incident to the right group or user as defined in the assignment rule.
- Compose an email from an OT incident record
- Compose an email directly from an OT incident record by selecting the Compose Email button that is available in the record. The subject field auto-populates with the incident number and the short description in the record.
UI changes
- My Tasks and Unassigned list
- The My Tasks and Unassigned list under Other OT Tasks in the Industrial Workspace was changed to include incident task records that are assigned to OT users and incident task records that aren’t assigned to any user.
- Compose Email button
- The Compose Email button was added to the OT incident record form.
Changed in this release
- Updated layout of the OT incident record on the Industrial Workspace
- The OT incident record in the Industrial Workspace was updated to include all existing related lists under the Related Records tab.
Removed in this release
The Opened column was removed from the lists under the OT Incident module in the Industrial Workspace list view.