Operational Technology Incident Management release notes

  • Release version: Store
  • Updated June 11, 2026
  • 2 minutes to read
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    Summary of Operational Technology Incident Management release notes

    The Operational Technology (OT) Incident Management application on the ServiceNow Store helps manufacturers efficiently manage OT asset incidents from opening through closure. It integrates with Industrial Workspace and supports OT-specific workflows, knowledge management, and incident reporting.

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    Key Features and Enhancements

    • Incident Reporting and Management: OT incidents can be reported via the Employee Center for OT without requiring specific OT incident roles. Incident records support creation, linking, and tracking within Industrial Workspace.
    • Integration with Industrial Process Manager: OT Incident Management now includes Industrial Process Manager functionality and can operate with or without Operational Technology Manager, enhancing flexibility.
    • Knowledge Management: The application incorporates Operational Technology Knowledge Management to collect, organize, and share OT system knowledge. Users can create, browse, approve, edit, and manage knowledge base articles directly from incident records or Industrial Workspace.
    • Role and Access Control Updates: Introduction of new OT incident roles and refined access controls to secure incident handling. Legacy OT Incident User role (otincidentuser) support has been removed.
    • Customization and Configuration: Provides configuration for OT incident state models, priority lookup rules, email notifications, task assignments, and OT-specific assignment groups.
    • User Interface Improvements: Updates to related lists and list views within Industrial Workspace to enhance usability, including removal of the "Opened" column for clarity.
    • Certifications: The application is certified for multiple ServiceNow releases including Australia Patch 3, Zurich, Xanadu, Washington DC, Vancouver, and Tokyo, ensuring compatibility across environments.
    • Bug Fixes and Stability: Ongoing updates address various bug fixes to maintain application stability and performance.

    Practical Benefits for ServiceNow Customers

    • Enables streamlined management of OT incidents with tailored roles, states, and notifications to fit manufacturing operations.
    • Supports knowledge sharing to accelerate incident resolution and improve operational awareness.
    • Offers flexibility to integrate with Industrial Process Manager and Operational Technology Manager or operate independently.
    • Ensures compatibility with major ServiceNow platform releases, facilitating smooth upgrades and support.
    • Improves user experience through enhanced interface elements and simplified incident reporting workflows.

    Version history for the Operational Technology Incident Management application on the ServiceNow Store.

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

    Version history

    Version 4.0.0 - June 2026
    New: Certified for Australia Patch 3
    Version 3.1.0 - March 2026
    • New:
      • Use the Employee Center for OT to report an OT incident without an OT incident role
      • Certified for Australia
    Version 3.0.0 - December 2025
    New: Certified for Zurich.
    Version 2.0.9 - August 2025
    New: Certified for Zurich.
    Version 2.0.8 - May 2025
    New: Updated with various bug fixes.
    Version 2.0.7 - February 2025
    • New:
      • In an OT change request record in the Industrial Workspace, use new related lists to create an OT incident record related to the OT change request, or link an existing OT incident record to the OT change request.
    Version 2.0.6 - November 2024
    Fixed: Updated with various bug fixes.
    Version 2.0.4 - September 2024
    • New:
      • OT Incident Management now includes Industrial Process Manager and can be used with or without Operational Technology Manager
      • The OT incident record in the Industrial Workspace was updated to include all existing related lists under the Related Records tab
      • The Opened column was removed from the lists under the OT Incident module in the Industrial Workspace list view
      • Certified for Xanadu
    Version 2.0.3 - August 2024
    • OT Incident Management now includes Industrial Process Manager and can be used with or without Operational Technology Manager
    • The OT incident record in the Industrial Workspace was updated to include all existing related lists under the Related Records tab
    • The Opened column was removed from the lists under the OT Incident module in the Industrial Workspace list view
    • Certified for Xanadu
    Version 2.0.2 - February 2024
    • Added Operational Technology Knowledge Management to the Operational Technology Incident Management application to collect, organize, and share knowledge about your OT system and its devices within your organization.
    • With Operational Technology Knowledge Management, you can:
      • Configure an OT knowledge base for knowledge managers and knowledge users.
      • Browse all knowledge base articles related to an OT incident and create knowledge base articles directly from an incident record.
      • Create knowledge base articles through the Industrial Workspace.
      • Approve requests to publish, edit, retire, or delete a knowledge base article.
      • Edit existing knowledge base articles with updated information.
    • Certified for Washington DC
    Version 2.0.1 - August 2023
    Certified for Vancouver.
    Version 2.0.0 - February 2023
    • New:
      • Assign new Operational Technology Incident Management roles
      • Migrate Operational Technology Incidents
      • OT incident categories and subcategories
      • Visibility of OT incidents across sites
      • Define priority lookup rules for OT incidents
      • OT incident email notifications
      • Configure OT incident state models
      • Configure an OT incident task
      • Configure OT-specific assignment groups
    • Changed:
      • New OT incident user roles
      • Create OT incident tasks
      • Access control for OT incidents
      • OT Incident list menu
    • Removed:
      • The "Separating IT and OT incidents" section was removed from the Manufacturing Guided Setup under Operational Technology Incident Management.
      • The OT Incident User role (ot_incident_user) is no longer supported.
    Version 1.0.2 - August 2022
    • New:
      • Added OT Incident related list for OT classes
      • Added "None" to network type choice list on the incident table
      • Refactor OT Incidents related list layout
      • Certified for Tokyo
    Version 1.0.1 - November 2021
    The ServiceNow® Operational Technology Incident Management application enables manufacturers to manage OT Asset incidents from open to closure.