--- sourceDocument: brazil Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/delta-australia-brazil Release : - brazil ft:locale : - en-US ft:publication_title : - brazil Combined Product Files ft:clusterId : - delta3ba bundleId : - delta3ba --- # Combined Incident Management release notes for upgrades from Australia to Brazil # Combined Incident Management release notes for upgrades from Australia to Brazil {#ariaid-title1} Release version: Brazil Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 7 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 Australia to Brazil This consolidated guide provides ServiceNow customers with essential information about upgrading Incident Management from the Australia release to the Brazil release. It highlights new features, changes, important upgrade considerations, and enhancements introduced between these releases, enabling customers to prepare effectively and leverage the latest Incident Management capabilities. Show full answer Show less ## Important Upgrade Information * **Enhanced Security Plugin Activation:** The ITSM Enhanced Security Features plugin (com.snc.itsm.enhancedsecurity) is now automatically activated during Brazil upgrades. It enforces stricter access controls ("deny unless authenticated") on ITSM tables to increase security. Customers can contact ServiceNow Support to customize or revert these ACLs if needed. * **Role Updates for zboot Instances:** Incident-related roles such as incident manager, major incident manager, communication plan manager, and communication plan viewer have updated permissions and no longer inherit the itil role. These changes refine access control and align roles with their intended scopes, but only apply to zboot instances. * **Auto-Resolve On-Hold Incidents:** Incidents on hold awaiting caller input can now be auto-resolved after configurable notification attempts if no response is received, improving incident lifecycle management. * **Auto-Close Resolved Incidents:** Resolved incidents are now automatically closed after a configurable number of business days rather than calendar days, supporting compliance with organizational policies. ## Key Features * **Granular Admin Roles:** Brazil introduces multiple granular admin roles that allow precise configuration of Incident Management, Major Incident Management, Task Communications, Incident Communications, Contact Management, and Task Outage features. This improves administrative control and delegation. * **Form Channel in Response Templates:** The addition of the form channel to "Need more information" and "Schedule meeting" response templates enables agents to copy template text directly from incident forms for easy sharing in communications. * **Scheduled Job for Auto Application Installation:** New instances can leverage a scheduled job to automatically install applications like Major Incident Management if entitled, streamlining initial setup. * **Accessibility Enhancements:** Significant improvements in keyboard navigation, voice-over support, color contrast, and reflow support in UI16 forms and Major Incident Management components enhance usability for users relying on assistive technologies and those with low vision. ## Changes and Behavior Updates * Removal of the itil role from several incident-related roles in zboot instances to reduce unnecessary permissions. * Removal of itil role checks from communication channel ACLs; access is now based on specific communication management roles and task states. * Resolved incidents auto-close timing is now based on business days, with configuration available through system properties. ## Activation and Requirements * Incident Management remains an active ServiceNow AI Platform feature by default in both Australia and Brazil releases. * No additional browser or localization requirements have been introduced between these releases. ## Practical Implications for ServiceNow Customers Upgrading to Brazil enhances security by enforcing stricter ACLs and improves administrative efficiency through granular roles. Automation improvements reduce manual incident management tasks by auto-resolving and auto-closing incidents based on configurable rules, aligning with business policies. Accessibility enhancements ensure broader usability and compliance with accessibility standards. Customers should review the role changes carefully, especially if using zboot instances, and plan for the activation of the enhanced security plugin. Leveraging the new features will help streamline incident processes, improve communication, and maintain security compliance. Consolidated page of all release notes for Incident Management from Australia to Brazil. ## 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 Australia to Brazil. 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 Brazil Before you upgrade to Brazil, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-incidentmanagement-summary__entry__2} | Release | Release notes | |-|-| | Australia | No updates for this release. | | Brazil | Upgrade information : The ITSM Enhanced Security Features plugin (com.snc.itsm.enhanced_security) is now activated automatically when you upgrade to the Brazil release. Previously, the plugin was activated only on new instances. Activating the plugin adds "deny unless authenticated" access control list (ACL) rules to several IT Service Management tables. To revert to the pre-upgrade behavior, contact ServiceNow Support for a list of ACLs to deactivate on specific tables. As a last resort, Support can run a script that deactivates all the new ACLs. | [ ] ## New features Between your current release family and Brazil, new features were introduced for Incident Management. {#dfrn3-incidentmanagement-summary__entry__8} | Release | Release notes | |-|-| | 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. | | Brazil | [Scheduled job for auto installation of application](https://www.servicenow.com/docs/access?context=activate-major-incident-management-plugin&family=brazil&ft:locale=en-US) : A scheduled job is now available that executes a batch installation on a new instance to automatically install applications such as Major Incident Management only if you have the necessary entitlements for the application. This is applicable only on the newly provisioned zboot instance. [Auto resolve On-hold incident](https://www.servicenow.com/docs/access?context=incident-management-properties&family=brazil&ft:locale=en-US) : When an incident is put to On-Hold state with reason as Awaiting Caller Information, a notification for input response is sent to the caller for a specific number of attempts or strikes within specific time intervals. The business days are considered for a time interval. If the caller adds a comment on the Service Portal or replies to the notification email, the incident automatically moves to the In Progress state, and the assigned agent receives a notification. If the caller does not respond after all attempts are exhausted, the incident is automatically resolved with the resolution code Resolved - No response from caller and a resolution note indicating no caller response. You can control the number of attempts or strikes and the time interval between the attempts, using the following incident properties: * The number of attempts made before an incident that is waiting for a caller response is automatically resolved if no reply is received. Setting this value to 0 will disable the automation for this instance - By default, the value is set to 3. * Wait period in business days between two attempts. Incidents will be auto resolved after all the attempts are completed - By default, the value is set to 1. This is applicable only in the zboot instances. | [ ] ## Changes Between your current release family and Brazil, some changes were made to existing Incident Management features. {#dfrn3-incidentmanagement-summary__entry__14} | Release | Release notes | |-|-| | Australia | No updates for this release. | | Brazil | [Incident manager role changes](https://www.servicenow.com/docs/access?context=inci-roles-instld-itsm-roles&family=brazil&ft:locale=en-US) : The inherited itil role is now removed from the incident manager \[incident_manager\] role and replaced with the incident_write role. The is applicable only for the zboot instances. This change restricts access to incident records only, aligning permissions with the intended scope of the role and reducing unnecessary access to unrelated process areas. [Major incident manager and communication plan manager role changes](https://www.servicenow.com/docs/access?context=installed-with-mim&family=brazil&ft:locale=en-US) : The major incident manager \[major_incident_manager\] and communication plan manager \[sn_comm_management.comm_plan_mgr\] roles no longer inherit the itil role. Instead, the roles inherit the sn_incident_write, sn_problem_write, sn_change_write, sn_request_write granular roles from the ITSM Roles plugin (com.snc.itsm.roles). This is applicable only for the zboot instances. For the upgrade instances, the itil role remains inherited. Additionally, the sn_incident_write, sn_problem_write, sn_change_write, and sn_request_write granular roles are added if the ITSM Roles plugin (com.snc.itsm.roles) is installed. [Communication plan viewer role changes](https://www.servicenow.com/docs/access?context=components-installed-with-icm&family=brazil&ft:locale=en-US) : The sn_dex_desktop.notification_template_admin role is now removed from the communication plan viewer \[sn_comm_management.comm_plan_viewer\] role and added to the sn_incident_write role when ITSM Roles plugin (com.snc.itsm.roles) is installed. In case, ITSM Roles plugin (com.snc.itsm.roles) is not installed, the sn_dex_desktop.notification_template_admin role is added to the itil role. These role changes are applicable only for the zboot instances. [Itil role check removal from comm_channel create and write ACLs](https://www.servicenow.com/docs/access?context=components-installed-with-icm&family=brazil&ft:locale=en-US) : The itil role reference check is now removed from the comm_channel create and write ACLs. Create and access to the communication channel definition in the incident communication tasks is based on the commTaskGr.state.canWrite script and if you have the following roles: * Communication plan manager \[sn_comm_management.comm_plan_mgr\] * Communication plan admin \[sn_comm_management.comm_plan_admin\] * Task communication management admin \[sn_tcm_admin\] * ITSM granular roles such as sn_incident_write and the user assigned to the incident communication task and plan. [Auto close resolved incidents behavior changes](https://www.servicenow.com/docs/access?context=incident-management-properties&family=brazil&ft:locale=en-US) : The resolved incidents are now automatically closed after a specific number of business days instead of calendar days. You can use configure the number of business days using Number of days (integer) after which Resolved incidents are automatically closed. Zero (0) disables this feature \[glide.ui.autoclose.time\] property. This changes helps the maintaining the internal organizational policies. | [ ] ## Removed Between your current release family and Brazil, some Incident Management features or functionality were removed. {#dfrn3-incidentmanagement-summary__entry__20} | Release | Release notes | |-|-| | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Deprecations Between your current release family and Brazil, some Incident Management features or functionality were deprecated. {#dfrn3-incidentmanagement-summary__entry__26} | Release | Release notes | |-|-| | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Activation information Review information on how to activate Incident Management. {#dfrn3-incidentmanagement-summary__entry__32} | Release | Release notes | |-|-| | Australia | Activation information : Incident Management is a ServiceNow AI Platform feature that is active by default. | | Brazil | 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 | |-|-| | Australia | No updates for this release. | | Brazil | 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 | |-|-| | Australia | No updates for this release. | | Brazil | 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 | |-|-| | Australia | No updates for this release. | | Brazil | Accessibility information : * Accessibility improvements were made to the Incident Management UI16 form across the full form lifecycle, including keyboard navigation, voice-over support, color contrast, and minimum target sizes. These updates benefit users who rely on screen readers or other Assistive Technology (AT), keyboard-only users, and users with low vision. * Accessibility improvements were made to the Major Incident Management UI List component, record pages and Major Incident workbench tabs, including keyboard navigation and screen reader support. These updates benefit users who rely on screen readers or other Assistive Technology (AT), keyboard-only users, and users with low vision. * Reflow support for Incident Management and Major Incident Management: Content can be zoomed up to 400% through your browser settings, with page layouts automatically transforming into a vertical, stacked view without loss of content or functionality. This enhancement helps users with low vision or who have trouble seeing web content due to monitor size, device type, poor lighting, or other situations. | [ ] ## Localization information If there are specific localization considerations for Incident Management we have noted them here. {#dfrn3-incidentmanagement-summary__entry__56} | Release | Release notes | |-|-| | Australia | No updates for this release. | | Brazil | 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 | |-|-| | 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. | | Brazil | * Log incidents in the instance or by sending email. * Classify incidents by impact and urgency to prioritize work. * Assign to appropriate groups for quick resolution. * Escalate as necessary for further investigation and resolution. * Use reports to monitor, track, and analyze service levels and improvement. See [Incident Management](https://www.servicenow.com/docs/access?context=c_IncidentManagement&family=brazil&ft:locale=en-US) for more information. | [ ]