--- sourceDocument: Brazil IT Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil IT Service Management ft:clusterId : - itsm bundleId : - itsm workflow : - Technology --- # Incident Management Best Practice -- San Diego # Incident Management Best Practice -- San Diego {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 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 Incident Management Best Practice -- San Diego The Incident Management Best Practice -- San Diego plugin enhances integration and workflows between incidents and problems in ServiceNow. It enables improved communication of incident and problem progress to both agents and callers, supporting more efficient resolution management. Show full answer Show less ## Requirements and Dependencies * **Problem Management Best Practice --- Madrid plugin:** Required for problem management capabilities. * **Problem Management Best Practice --- Madrid -- Knowledge Integration plugin:** Supports knowledge integration with problems. * **Problem Management Best Practice -- Jakarta plugin:** Responsible for known error article behavior in incident and problem workflows; must be installed manually for zBoot customers. Except for the Jakarta plugin, these are activated by default for new customers. Existing or upgrading customers must manually request or install these plugins. ## Considerations for Upgrading Customers Installing the San Diego plugin on existing instances may alter configured workflows. It is recommended to first install and test the plugin in a sub-production or testing environment to ensure workflows meet your business needs before deploying to production. The plugin adds new options alongside existing ones in key components such as business rules, solution definitions, and script actions. Customers with customizations must review and update workflows accordingly, including removing outdated options if necessary. ## Enhancements Provided * **Create a Problem:** Creating a problem from an incident sets the incident state to "On Hold" with a reason of "Awaiting Problem" until resolution. * **Known Error (KE) Article Association:** Associating a KE article links the related problem to the incident. Selecting "Known error" as a resolution code prompts selection of a KE article if none is associated. * **Communicate Workaround:** When a workaround is added to a problem and communicated, it copies the workaround text to the incident work notes and additional comments, and sends notifications to assigned and watch list users if the incident state is New, On Hold, or In Progress. * **Communicate Fix:** Communicating a fix copies the fix details to work notes and notifies assigned users when the problem state is appropriate. ## Activation Administrators can activate the Incident Management Best Practice --- San Diego plugin (com.snc.bestpractice.incident.sandiego). Activation includes demo data and will automatically activate related plugins if they are not already enabled. The Incident management best practice -San Diego plugin (com.snc.best_practice.incident.sandiego) enhances the integration and workflows for incidents and problems. This plugin enables you to update the progress of the reported incident and problem to the agent and caller. ## Requirements and dependencies {#inc-mgmt-best-prac-plugin-sd__section_syj_25s_fsb} Install these additional plugins to use the Incident management best practice --- San Diego plugin: * Problem Management Best Practice --- Madrid plugin (com.snc.best_practice.problem.madrid). For more information on this plugin and the activation process, see [Activate Problem Management Best Practice --- Madrid](https://www.servicenow.com/docs/trybFdWeATdqKDadKQ9eIw "Activate the Problem Management Best Practice — Madrid (com.snc.best_practice.problem.madrid) plugin if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active."). * Problem Management Best Practice --- Madrid -- Knowledge Integration plugin (com.snc.best_practice.problem.madrid.knowledge). For more information on this plugin and the activation process, see [Activate Problem Management Best Practice --- Madrid --- Knowledge Integration](https://www.servicenow.com/docs/HrpPrXE4sqeJdxtB1CgNKQ "Activate the Problem Management Best Practice — Madrid — Knowledge Integration (com.snc.best_practice.problem.madrid.knowledge) plugin if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active."). * Problem Management Best Practice -- Jakarta plugin (com.snc.best_practice.problem.jakarta). This plugin is not installed by default for zBoot customers. Install the plugin manually. This plugin is responsible for known error article behavior in the incident or problem workflow. For more information on this plugin and the activation process, see [Activate Problem Management Best Practice --- Jakarta](https://www.servicenow.com/docs/edHP97jjP8Rakg7f69By~g "The Problem Management Best Practice - Jakarta plugin introduces lookups (impact, urgency and priority) for Problem Management."). {#inc-mgmt-best-prac-plugin-sd__ul_tdf_4ch_dsb} All the plugins except for com.snc.best_practice.problem.jakarta are activated by default for the new customers. Existing or upgrading customers must request the plugin or install the plugin manually. For more information, see [Request a plugin](https://www.servicenow.com/docs/access?context=t_RequestAPlugin&version=brazil&pubname=brazil-platform-administration&ft:locale=en-US). ## Impacts on upgrading customers {#inc-mgmt-best-prac-plugin-sd__section_qw4_srn_4tb} For the existing or upgrade customers, if they install the Incident management best practice -San Diego (com.snc.best_practice.incident.sandiego) plugin, the existing configured workflows might get changed. If the customer wants to install the plugin, they must install the plugin in the sub-production or testing environment and test the workflows before using the plugin in the production environment to ensure the desired workflow is maintained. When the plugin is installed: * New options are populated along with the old (existing or already configured) options. * These files are affected: * Business rule: Close Code * ML Solution Definition: Similar Resolved Incidents -\> The Filter must be updated * Script Action: Update Incident when Problem closes -\> Update the resolution code to proper choice {#inc-mgmt-best-prac-plugin-sd__ul_zv4_stn_4tb} Note: Files are overridden if no customizations or configurations are done. In such case, new options are populated. * Customer must manually remove the old (existing) options. If customer has configured a combination of the old (existing) and new options, then the necessary workflows must be updated. {#inc-mgmt-best-prac-plugin-sd__ul_omv_2tn_4tb} ## Enhancements {#inc-mgmt-best-prac-plugin-sd__section_oxq_3nt_fsb} This plugin enhances the incident and problem workflow to support the following activities: Create a problem : When you create a problem from an existing incident, the incident State is set to On Hold and the Reason is set to Awaiting Problem until the linked problem is resolved. Attach a Known Error (KE) article : * When you associate a Known Error (KE) article to the incident, and if the KE article has a problem associated to it, then the problem also gets associated with the incident. * When you select Known error as Resolution code to resolve an incident but the incident contains no associated KE articles, then the system prompts you to select a KE article. {#inc-mgmt-best-prac-plugin-sd__ul_int_5bs_msb} Communicate Workaround : If a workaround is added to the problem, and if you click the Communicate Workaround related link, then the following occurs: * The workaround is copied to the Work notes field. A notification is sent to the users listed in the Assigned to and Work notes list fields. The notification is sent only when the incident state is New, On Hold, or In Progress. * The workaround is copied to the Additional Comments field. If Known error is selected from the Resolution code field of the incident, then a notification is sent to the caller and to the users listed in the Assigned to and Watch list fields. {#inc-mgmt-best-prac-plugin-sd__ul_uyn_wbs_msb} Communicate Fix : If a fix is added to a problem and if you click the Communicate Fix related link, then the following occurs: * The fix is copied to the Work Notes field. * A notification is sent to the users listed in the Assigned to and Work notes list fields of the problem record. The notification is sent only when the incident state is New, On Hold, or In Progress. {#inc-mgmt-best-prac-plugin-sd__ul_t2r_ybs_msb} * **[Activate Incident Management Best Practice -- San Diego](https://www.servicenow.com/docs/pRQX7MUadx2l4khn4aYOpQ)** Activate the Incident Management Best Practice --- San Diego plugin (com.snc.best_practice.incident.sandiego) if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active.