Cannot change Major incident workbench Communication tasks

[kim-lindgren]

Hi all,

I have followed this tutorial in trying to set up my own MI Workbench communication tasks.

https://www.youtube.com/watch?v=jxTfj_yGgk4

This means I have set up a new Communication Plan Definition connected to a couple of Communication Task Definitions.

However, when I go to the MIM of any open Major Incident, all I can see are the pre-defined Communication tasks and what I find confusing is that these pre-defined tasks don't have any communication plan definition in that table, the communication plan created by me is so far the only one. So why is mine not showing up despite being defined properly, whereas the pre-defined tasks are showing up even when they are not?

Best regards,

Kim

[Dr Atul G- LNG]

Hi @kim-lindgren 

I think it is some known issue, as I saw similar post few days back as well. Please log a Now Supportcase.

https://docs.servicenow.com/bundle/washingtondc-it-service-management/page/product/incident-manageme...

https://docs.servicenow.com/bundle/washingtondc-employee-service-management/page/product/sn-teams/ta...

[Community Alums]

You are right, it is a perfect case for Now Support. Thanks for your input.

Best regards,

Kim

[William Sun Guz · Accepted solution]

The pre-defined ones are being created by a Flow Designer called "Major Incident Response and Resolution".

I know, its super counterintuitive considering that is what the Communication Plan Definitions are for, but I am going to go and say that maybe this was in place before?

Anyway, just deactivate that Flow and your pre-defined ones will not bother you anymore!

[kim-lindgren]

Yes, this is ultimately the solution thas was provided to me by Now Support. Thanks anyway! I am setting your reply as the solution.

Kim