Major Incident Playbooks

[HaseebR]

Hello, I am trying to configure a major incident playbook.

There are two OOB playbooks and I am working with the "major incident process". 
The goal is to have a communication activity BUT i am trying to see if there is a way to only show one communication plan at a time for instance.

Stage 1 Activity 1- Send communication for INITIAL END USER plan.

Stage 2 Activity 2- Send communication for End user update.

Stage 3 Activity 3- Send communication for End user resolution. 

At the moment the communication plans show up on the same activity and i'd like to move them to a different stage. 

[Community Alums]

Hi @HaseebR ,

. Understand the Current Configuration

Out-of-the-box (OOB) playbooks like the "Major Incident Process" use Process Automation Designer (PAD) to define stages and activities. Communication tasks are usually grouped under a single activity, but you can separate them.

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2. Edit the Playbook Configuration

1. Navigate to the Process Automation Designer (PAD):

   • Go to All > Process Automation > Designer.
   • Open the Major Incident Process playbook.

2. Review the Current Activities:

   • Look for the stage where the current "Send Communication" activity exists.
   • Confirm if it is set up with multiple communication tasks under one activity.

3. Duplicate and Move Communication Activities to Separate Stages:

   • Identify each communication plan (e.g., Initial End User Plan, End User Update, End User Resolution) within the existing activity.
   • Create new activities for each communication plan:
     • Stage 1: Send Initial Communication.
     • Stage 2: Send End User Update.
     • Stage 3: Send End User Resolution.
   • Configure these activities to trigger specific communication plans.

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3. Configure the Activities for Separate Stages

Each activity should handle only one communication plan. Here's how to do it:

1. Create New Activities:

   • In the PAD, add a new Send Communication activity to the appropriate stage.
   • Configure the Task Type to Communication Plan.
   • Assign the relevant communication plan (e.g., Initial End User Plan) to the activity.

2. Adjust the Triggers:

   • Set the entry conditions for each stage to trigger the activities sequentially.
   • Example:
     • Stage 1 Activity: Triggers when the major incident is created.
     • Stage 2 Activity: Triggers after the Update communication is required.
     • Stage 3 Activity: Triggers upon resolution of the incident.

3. Define Outputs for Each Activity:

   • Set the Completion Conditions for each activity.
   • Ensure that the activity is marked as completed only when the specific communication plan task is sent.

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4. Save and Test the Playbook

1. Save your changes in the PAD.
2. Test the playbook with a sample major incident to ensure:
   • Only one communication plan is triggered per stage.
   • The subsequent stage and activity are triggered correctly after the previous one is completed.

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5. Bonus: Manage Communication Plan Content

1. Update Templates for Each Communication Plan:

   • Navigate to Incident > Major Incident Management > Communication Plans.
   • Edit the content of the templates for the Initial End User Plan, Update Plan, and Resolution Plan to ensure they align with your requirements.

2. Use Notifications and Emails:

   • If communication involves emails, configure the notification templates linked to the communication tasks to ensure proper messaging.

[Anurag Biswas]

I have a similar requirement. I want the communication tasks to close after the emails are sent. Were you able to fulfil this requirement?