--- sourceDocument: australia Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/australia/delta-zurich-australia Release : - australia ft:locale : - en-US ft:publication_title : - australia Combined Product Files ft:clusterId : - delta3az bundleId : - delta3az --- # Combined Incident Management release notes for upgrades from Zurich to Australia # Combined Incident Management release notes for upgrades from Zurich to Australia {#ariaid-title1} Release version: Australia Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Combined Incident Management Release Notes for Upgrades from Zurich to Australia This consolidated release note guides ServiceNow customers upgrading Incident Management from the Zurich to Australia release. It summarizes new features, changes, and important considerations to help you prepare and effectively manage the upgrade process. Show full answer Show less Note that some releases between Zurich and Australia had no updates for Incident Management, and these are explicitly noted to avoid confusion. ## Key Features * **Granular Admin Roles (Australia):** Introduces specific administrative roles to configure Incident, Major Incident, Task Outage, Incident Communications, Contact Management, and Task Communications Management features. These roles (such as `snincidentadmin`, `snmimadmin`, and others) enable precise control over permissions and configurations across the Incident Management capabilities in UI16 and SOW. * **Form Channel for Response Templates (Australia):** Adds the form channel to "Need more information" and "Schedule meeting" response templates, allowing users to easily access and copy template texts directly from the incident record to share via work notes, comments, or other communication channels. ## Key Changes * **Coral Theme Default (Zurich):** Coral becomes the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. It features brand-neutral illustrations and includes a dark theme option to enhance user experience and accessibility. * **Incident Task Record Behavior (Zurich):** Incident task forms become non-editable once the task is closed, preventing further modifications and supporting audit integrity. * **Incident and Problem Workflow Enhancements (Zurich):** When a problem record is linked to incidents: * Sharing a fix or workaround adds an event with descriptive work notes and a link to the problem record in the incident's activity stream. * Linking a Known Error article adds corresponding events with links to both the problem record and the Known Error article in the incident's activity stream. ## Activation and Requirements * Incident Management is a ServiceNow AI Platform feature active by default in both Zurich and Australia releases. * There are no new browser or additional technical requirements introduced between Zurich and Australia for Incident Management. ## Accessibility and Localization * The Coral theme includes a dark mode option to reduce eye strain and improve readability for web and mobile users. * No new localization or accessibility updates were introduced in the Australia release. ## Practical Implications for ServiceNow Customers * Use the new granular admin roles to delegate and manage Incident Management configurations more effectively and securely after upgrading. * Leverage the form channel in response templates to streamline communication workflows directly from incident records. * Expect a modernized user interface with the Coral theme and dark mode option, improving user adoption and accessibility. * Benefit from improved audit compliance by preventing edits to closed incident tasks and enhanced traceability through enriched incident-problem workflow events. Consolidated page of all release notes for Incident Management from Zurich to Australia. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Incident Management release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Zurich to Australia. Tip: If there were no updates for a release notes section in a certain family release, we included a short note for your reference. For example, if a product did not have any updates in Tokyo, the row says "No updates for this release." ## Important information for upgrading Incident Management to Australia Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-incidentmanagement-summary__entry__2} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## New features Between your current release family and Australia, new features were introduced for Incident Management. {#dfrn3-incidentmanagement-summary__entry__8} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | [Introduction of granular admin roles](https://www.servicenow.com/docs/access?context=req-itsm-roles-inci-mgmt&family=australia&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=working-incident-record-form&family=australia&ft:locale=en-US) : 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. | [ ] ## Changes Between your current release family and Australia, some changes were made to existing Incident Management features. {#dfrn3-incidentmanagement-summary__entry__14} | Release | Release notes | |-|-| | Zurich | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [Incident task record behavior changes](https://www.servicenow.com/docs/access?context=create-incident-task&family=zurich&ft:locale=en-US) : When an incident task is closed, you can no longer edit the field values in the incident task form. Disabling the fields helps prevent any further updates or modifications to closed incident tasks, reducing audit risks. [Incident and problem workflow changes](https://www.servicenow.com/docs/access?context=working-incident-record-form&family=zurich&ft:locale=en-US) : When a problem record is linked to an incident or multiple incidents, the incident and problem workflow has the following enhancements: * When a fix or workaround is shared from the problem record, an event is added in the activity stream of the incident record as work notes. The event includes a brief description of the provided fix or workaround and a link to the problem record. * When a Known Error (KE) article is linked to the problem record, an event is added in the activity stream of the incident record as work notes. The event includes the links to the problem record and the KE article. | | Australia | No updates for this release. | [ ] ## Removed Between your current release family and Australia, some Incident Management features or functionality were removed. {#dfrn3-incidentmanagement-summary__entry__20} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Deprecations Between your current release family and Australia, some Incident Management features or functionality were deprecated. {#dfrn3-incidentmanagement-summary__entry__26} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Activation information Review information on how to activate Incident Management. {#dfrn3-incidentmanagement-summary__entry__32} | Release | Release notes | |-|-| | Zurich | Activation information : Incident Management is a ServiceNow AI Platform feature that is active by default. | | Australia | Activation information : Incident Management is a ServiceNow AI Platform feature that is active by default. | [ ] ## Additional requirements If any additional requirements were introduced or changed for Incident Management we have noted them here. {#dfrn3-incidentmanagement-summary__entry__38} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Browser requirements If any specific browser requirements were introduced or changed for Incident Management we have noted them here. {#dfrn3-incidentmanagement-summary__entry__44} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Accessibility information Review details on accessibility information for Incident Management, such as specific requirements or compliance levels. {#dfrn3-incidentmanagement-summary__entry__50} | Release | Release notes | |-|-| | Zurich | Accessibility information : Dark theme : The new Coral theme includes a dark theme option for web and mobile experiences. This option is commonly used to alleviate eye strain and improve readability. | | Australia | No updates for this release. | [ ] ## Localization information If there are specific localization considerations for Incident Management we have noted them here. {#dfrn3-incidentmanagement-summary__entry__56} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Highlight information If there are specific highlight considerations for Incident Management we have noted them here. {#dfrn3-incidentmanagement-summary__entry__62} | Release | Release notes | |-|-| | Zurich | * Help prevent changes to closed incident tasks to promote data integrity and to maintain a clear audit. * Manage and resolve incidents effectively with the incident and problem workflow enhancements. * Coral is the new default theme for Next Experience and Core UI, offering a more user-friendly experience. See [Incident Management](https://www.servicenow.com/docs/access?context=c_IncidentManagement&family=zurich&ft:locale=en-US) for more information. | | Australia | * Perform the incident, major incident, task outage, and related communication features configurations using granular admin roles. * Enhance communication capabilities with the form channel added to response templates. See [Incident Management](https://www.servicenow.com/docs/access?context=c_IncidentManagement&family=australia&ft:locale=en-US) for more information. | [ ]