Is it possible to modify the email templates used by Major Incident Management?

tlock · ‎05-23-2018

I'm trying to modify the email that comes up when you click on "Compose email" from a Major Incident Management task. That I can tell, the emails used here are coming from the sys_email_client_template table and have subjects that either start with or contain: "Service Interruption -".

There are 4 email templates there:

Initial communication (Business)
Initial Communication (Technical)
Business Update
Technical Update

I've tried modifying those email templates though and the changes do not carry over to what comes up when you click to compose an email in MIM. Anybody else have luck doing this?

erik_brostrom · ‎05-23-2018

And you're updating the client templates located here, correct?

https://instancename.service-now.com/sys_email_client_template_list.do?sysparm_query=table%3Dincident_alert_task

View solution in original post

tlock · ‎07-03-2018

I ended up modifying the OOB templates.

Feddy · ‎01-31-2019

Hi Eric/T_Lock,
we have requirement where we need to modify the template.i could able to see 'To' in the template always empty in all the templates.we have checkd with the OOB script include.It supposed to return some recipent mail address in "To" as you can see in above screen shots.
Our requirement is based on certain condition on incident this mim comunication to be sent out to some DL's.
we couldnt able to perform since the OOB 'To' is aving empty value. Have checked the Contact defintions too.

Any Help on this would me most appreciated:)

Thanks in Advance:)