---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Enable the display of incident special handling notes

# Enable the display of incident special handling notes {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Enable the display of informative notes for a specific record or for a set of records
that meet one or more conditions. Use these notes to help users understand the action that
was taken for the incident or the next course of action to be taken.

## Before you begin

Role required: admin

Activate the Special Handling Notes plugin (com.sn_shn) to add the Create Special Handling Notes related link from which you can create the
notes.

## Procedure

1. Navigate to IncidentAll.  
   Note:  
   If the UI16 module link redirection feature is enabled in Service Operations Workspace (SOW) and the UI16 module supports the redirect configuration, navigating through UI16 paths automatically redirects you to the equivalent list or record pages in SOW instead of displaying the UI16 forms or lists. For more information, see [Redirect UI16 module links to Service Operations Workspace](https://servicenow-prod.fluidtopics.net/vL8HZs36~TCAlAHAiJ5i~w "Redirect classic UI16 module navigation links to the equivalent Service Operations Workspace (SOW) experience.").
2. Open any incident record.
3. Click the Additional actions icon ![The Additional actions icon]() and select ConfigureForm Layout.
4. From the Available list, select Special Handling Notes Pop Up and move it to the Selected list.
5. Click Save.  
   The Incident form can now display special handling notes.
**Related topics**   

* [Create a special handling note](https://www.servicenow.com/docs/access?context=t_CreateAnOnScreenAlert&version=australia&pubname=australia-customer-service-management&ft:locale=en-US)

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