Communication plans for Major incidents and P1 incidents

[jyothi Penukula]

I have a requirement to configure communication plans for P1 incidents similar to Major incidents.

When P1 is promoted to major incident click on view workbench, communicate i can view initial, update and closure plans, similar i need to configure for P1 incidents with some template modifications.

When P1 incident is created i have configured ABC communication plans, when P1 is promoted to Major incident both P1 communication plans and major incident plans are triggered. when P1 is promoted to Major incident i don't want P1 communication plans to be still present , -  i want only Major only incident communication plans. 

Can you suggest better way of doing this??

[Dr Atul G- LNG · Accepted solution]

Hi @jyothi Penukula 

Greetings!!

You can't remove the added plans, what you can do move it to cancelled , this run a BR to move it to cancel or via Flow, that is only option.

[Dr Atul G- LNG]

Hi @jyothi Penukula 

I'm not fully sure, but what I think is that you should create a new communication plan specifically for P1 incidents, similar to the out-of-the-box Major Incident communication plan. You can reference those plans in your setup.

For P1, you need to define the conditions, and it should work as expected."**

If you're creating the communication plan for P1, you can follow this approach:

1. Create P1-Specific Communication Plans

• Go to Communication Plans (/communication_plan).
• Create a new plan with conditions that fit your P1 requirements.
• Use the same structure as the Major Incident communication plan but tailor it for P1.

2. Set the Conditions

For the P1 communication plan, configure the conditions properly:

• For example, use the Priority field to target P1 incidents and create specific triggers for the Initial, Update, and Closure communication.

[jyothi Penukula]

Hi, Thanks for your replay, i tried with this conditions earlier but  no result - when P1 incident is created 1st P1 communications plans are attached and when it is promoted to Major incident P1 communication will stay there and along with this new Major Incident plans will attach, i want to remove P1 plans when promoted to Major incident and attach only major incident plans

[Dr Atul G- LNG · Accepted solution]

Hi @jyothi Penukula 

Greetings!!

You can't remove the added plans, what you can do move it to cancelled , this run a BR to move it to cancel or via Flow, that is only option.

[jyothi Penukula]

Hello @Dr Atul G- LNG , can we make this P1 communication plans non mandatory when promoted to Major Incident.?
I mean without closing these P1 plans is that possible to close MI? because we already have Major incident plans