Create an adhoc communication task
Create an adhoc communication task as required during the various phases of an incident in Major Incident Management.
Before you begin
Role required: major_incident_manager, itil, ia_admin, or admin
Procedure
On the incident record page, select the Communicate tab.
Select New communication.
On the New communication pop-up window, fill in the details.
| Field | Description |
|---|---|
| Compose and sent communication | Indicates when the communication message must be composed and sent. Possible values are:- Now – The communication message is composed and sent immediately. - Later – The communication message is composed and sent later after a definite time interval. |
| Frequency | Frequency at which the communication must be composed and sent. Possible values are:- One time – The communication message is composed and sent only once. After the message is sent, the task is marked as complete. - Recurring - The communication message is composed and sent after a repeated time interval. The timer is displayed that shows when the next communication is due to be sent. Note: For both the frequency settings, you must manually compose, review and sent the message. |
| Due in \(minutes\) | Duration of time in minutes after which the communication message must be composed and sent. Note: This field is displayed only if the Frequency field is set to Recurring. |
| Short description | Brief description of the communication task. |
| Channels | Channel that must be used to compose and sent communication messages. Possible options are:- DEX Desktop Assistant: Compose and send the notification message through DEX Desktop Assistant. For more information on DEX Desktop Assistant, see Use DEX Desktop Assistant. - Email – Compose and send the communication message as an email. - SMS – Compose and send the communication message as SMS. - Microsoft Teams notification - Compose and send communication messages as Microsoft Teams notifications. - Slack - Compose and send communication message to a Slack channel. - SMS notifications- Compose and send communication message as SMS notifications. - Slack notifications – Option to compose and send communication messages as Slack notifications. |
| Recipients | User, user groups, or list of recipients to whom the communication message must be sent. |
Either save your communication or compose your communication, depending on whether the Compose and sent communication field has been set to Later or Now.
- If the Compose and sent communication field is set to Later, select Save. The communication task is saved and displayed in the list of communication tasks on the Communicate tab.
- If the Compose and sent communication field is set to Now, select Compose communication to compose your messages within your selected communication channels. The communication task record opens on a new tab within the incident view. For more information, see Compose communications for incidents and major incidents.
Parent Topic:Communicating with stakeholders about incidents and major incidents in SOW