Add communication plan from MIM workbench

You can create a new communication plan or add a new communication task to an existing communication plan from the workbench.

Before you begin

Ensure you have installed the required plugins to be able to use Major Incident Management (MIM) workbench. For more information, see ServiceNow for Microsoft Teams and Microsoft 365.

Role required: major_incident_manager

Procedure

1. Navigate to All > Incident > Major Incidents > Open.

2. Open the relevant major incident.

3. Click View Workbench.

4. Click Communications tab, and then click Add that appears in Communication Tasks section.

5. On the form, fill the fields.

   Field	Description
   Communication Plan	List to select a new communication plan or to select an existing plan and add communication tasks to the plan.
   Plan Short description	Brief description of what the communication plan is all about.
   Task Short description	Brief description of what the communication task is all about.
   Channels	Check box to select email, SMS, Microsoft Teams notification, or conference as mode of communication for the plan.
   Frequency	Frequency at which a specific task must be executed. A task can be executed only once or on specific durations.
   Due in (Minutes)	Time span when the task must be executed after the task initiates. For recurring tasks, it also indicates the time span after which the task must repeat.

6. Click Next.

7. In the Manage Recipients tab, add the users required to be involved in the major incident communication plan.

8. Click Save.

9. Send a notification from Major incident management workbench
   Send a Microsoft Teams notification to the stakeholders associated with a major incident.

10. View notifications for a major incident
    View the notifications that are sent during specific events in a major incident. These notifications are sent to all the stakeholders associated with the major incident.

Parent Topic:Agent actions