--- sourceDocument: brazil Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/delta-zurich-brazil Release : - brazil ft:locale : - en-US ft:publication_title : - brazil Combined Product Files ft:clusterId : - delta3bz bundleId : - delta3bz --- # Combined Incident Management release notes for upgrades from Zurich to Brazil # Combined Incident Management release notes for upgrades from Zurich to Brazil {#ariaid-title1} Release version: Brazil Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 9 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 Brazil This consolidated update guides ServiceNow customers through Incident Management enhancements and changes from the Zurich to Brazil releases. It highlights new features, configuration changes, security improvements, role updates, and accessibility enhancements introduced in the Brazil release to help you prepare effectively for your upgrade. Show full answer Show less ## Important Upgrade Information * The ITSM Enhanced Security Features plugin (com.snc.itsm.enhancedsecurity) is now automatically activated during Brazil upgrades, adding stricter access control ("deny unless authenticated") on key ITSM tables. To revert this behavior, contact ServiceNow Support for guidance or script assistance. * Scheduled jobs are introduced for automated application installation on new zboot instances, streamlining setup for components like Major Incident Management. * New automation for incidents on hold awaiting caller information allows auto-resolution after configurable notification attempts and intervals, improving incident lifecycle management. ## Key Features * **Granular Admin Roles:** Brazil introduces detailed roles to manage Incident, Major Incident, Task Outage, and Communication features separately, enabling more precise administrative control. * **Form Channel in Response Templates:** Enables copying response template texts directly from the incident form for sharing in work notes or comments, enhancing communication efficiency. * **Coral Theme and Dark Mode:** A refreshed default UI theme with brand-neutral illustrations is now standard, with an optional dark mode for better accessibility and user comfort. * **Incident and Problem Workflow Enhancements:** Linking problems to incidents now posts work note events for fixes, workarounds, and Known Error articles, improving visibility and collaboration. ## Role and Security Changes * Incident Manager, Major Incident Manager, and Communication Plan Manager roles have been updated to remove inherited itil roles, replacing them with more specific granular roles to limit access scope and strengthen security, applicable mainly for zboot instances. * Communication channel ACLs no longer require itil role checks; access is controlled via specific communication management roles and task state scripts. * Incident task records become read-only upon closure to prevent unauthorized edits, ensuring data integrity and audit compliance. ## Behavioral Changes * Resolved incidents are now auto-closed based on configurable business days (not calendar days), allowing alignment with organizational policies. * Auto-resolution of on-hold incidents awaiting caller input is configurable via incident properties controlling attempts and wait periods. ## Accessibility Improvements * Enhanced keyboard navigation, voice-over support, color contrast, and target sizes across Incident Management and Major Incident Management UI16 forms and components support users relying on assistive technologies. * Reflow support enables content zoom up to 400% with dynamic page layout adjustments, improving usability for users with low vision or different device constraints. ## Activation and Requirements * Incident Management remains an AI Platform feature active by default across all releases including Brazil. * No additional browser or localization requirements were introduced in Brazil. ## Practical Implications for ServiceNow Customers * Prepare for new security controls post-upgrade and understand how to manage or revert ACL changes if necessary. * Leverage granular roles to delegate Incident Management configurations with greater precision and security. * Utilize the new automation features to streamline incident resolution and communication workflows, enhancing operational efficiency. * Adopt the Coral theme and accessibility enhancements to improve end-user experience and compliance with accessibility standards. * Review role changes carefully to ensure appropriate access rights post-upgrade, especially in zboot instances. Consolidated page of all release notes for Incident Management from Zurich 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 Zurich 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 | |-|-| | Zurich | No updates for this release. | | 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__10} | 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. | | 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__18} | 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. | | 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__26} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | 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__34} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | 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__42} | 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. | | 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__50} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | 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__58} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | 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__66} | 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. | | 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__74} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | 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__82} | 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. | | 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. | [ ]