Combined Incident Management release notes for upgrades from Vancouver to Xanadu

Consolidated page of all release notes for Incident Management from Vancouver 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 Vancouver 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
Vancouver	No updates for this release.
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
Vancouver	Enhancement to the major incident creation process Control when to promote an incident to a major incident or propose a major incident candidate by using the Action to take field when defining the trigger rules for a major incident. By default, the base system activates a trigger rule that automatically promotes an incident with Priority value 1 to a major incident.
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
Vancouver	Solution definition enhancements Solution definitions now use the Description field in addition to the Short Description field to recommend similar incidents in an Incident record. A Machine Learning (ML) model enables the Description field in solution definitions to provide better quality results. The following solution definitions have been changed to include the Description field: Similar Incidents Similar Open Incidents Similar Closed Incidents Incident resolution behavior When you resolve an incident in Core UI by using the Resolve UI action or by setting the incident state to Resolved, the Resolve dialog box is displayed with resolution code and resolution notes. Note: This behavior is applicable only when the Now Assist for ITSM application is installed and the Resolution notes generation skill is activated. For information about Now Assist for ITSM, see Configure Now Assist for IT Service Management (ITSM).
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
Vancouver	No updates for this release.
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
Vancouver	No updates for this release.
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
Vancouver	Incident Management is active by default with the Incident plugin (com.snc.incident).
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
Vancouver	No updates for this release.
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
Vancouver	No updates for this release.
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
Vancouver	No updates for this release.
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
Vancouver	No updates for this release.
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
Vancouver	Improve the prediction and recommendation of similar incidents with solution definition enhancements. Control when to promote an incident to a major incident or propose a major incident candidate. See Incident Management for more information.
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.