Combined Incident Management release notes for upgrades from Washington DC to Xanadu

Consolidated page of all release notes for Incident Management from Washington DC to Xanadu.

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 Washington DC to Xanadu.

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 Xanadu

Before you upgrade to Xanadu, review these pre- and post-upgrade tasks and complete the tasks as needed.

Release	Release notes
Washington DC	No updates for this release.
Xanadu	No updates for this release.

New features

Between your current release family and Xanadu, new features were introduced for Incident Management.

Release	Release notes
Washington DC	User role for read and write access to incident tasks Provide more read and write operation privileges in an incident task record to an agent with the sn_incident_task_assigned_user role. You must install and activate the ITSM Roles plugin (com.snc.itsm.roles) to use the base system ACLs related to this role.
Xanadu	No updates for this release.

Changes

Between your current release family and Xanadu, some changes were made to existing Incident Management features.

Release	Release notes
Washington DC	No updates for this release.
Xanadu	Email notification link redirection behavior In email notifications, you can now decide where the links to an incident record are redirected. Instead of an incident record automatically opening in the classic UI16 interface in Incident Management, the incident record can be opened in SOW. The incident record link in an email notification opens in SOW only if the following conditions are met: The Redirect SOW Email notification (sow_email_notification_redirect) system property is set to true. The user selecting the incident record link has the sn_sow.sow_user role. The ITSM Notifications Redirection (com.snc.itsm.notifications_redirection) plugin is installed and activated automatically to support this behavior. To ensure consistency, the email notification template is updated to send the notification from SOW in the same format as sent from classic UI16 interface. Also, the template theme is updated to match the Next Experience theme.

Removed

Between your current release family and Xanadu, some Incident Management features or functionality were removed.

Release	Release notes
Washington DC	No updates for this release.
Xanadu	No updates for this release.

Deprecations

Between your current release family and Xanadu, some Incident Management features or functionality were deprecated.

Release	Release notes
Washington DC	No updates for this release.
Xanadu	No updates for this release.

Activation information

Review information on how to activate Incident Management.

Release	Release notes
Washington DC	Incident Management is active by default with the Incident plugin (com.snc.incident).
Xanadu	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.

Release	Release notes
Washington DC	No updates for this release.
Xanadu	No updates for this release.

Browser requirements

If any specific browser requirements were introduced or changed for Incident Management we have noted them here.

Release	Release notes
Washington DC	No updates for this release.
Xanadu	No updates for this release.

Accessibility information

Review details on accessibility information for Incident Management, such as specific requirements or compliance levels.

Release	Release notes
Washington DC	No updates for this release.
Xanadu	No updates for this release.

Localization information

If there are specific localization considerations for Incident Management we have noted them here.

Release	Release notes
Washington DC	No updates for this release.
Xanadu	No updates for this release.

Highlight information

If there are specific highlight considerations for Incident Management we have noted them here.

Release	Release notes
Washington DC	Manage the read and write access of agents using the sn_incident_task_assigned_user role. See Incident Management for more information.
Xanadu	Control when an incident record link in the email notifications redirects to the incident record in Service Operations Workspace (SOW). See Incident Management for more information.