How to create the communication task on major incident (MTTR Report)?

[Chaitali_Vale · Accepted solution]

Hello @Sandeep _1 ,

1. Log in to ServiceNow: Access your ServiceNow instance with the appropriate credentials.

2. Navigate to Incident Module:** Depending on your ServiceNow setup, you may need to go to the Incident module or a custom module specifically designed for major incidents.

3. Create a New Major Incident: If you don't already have a major incident record, create a new one by clicking the "New" or "Create" button and selecting "Major Incident" or a similar category, if available.

4. Fill in Incident Details: Provide all relevant details about the major incident, including a clear incident description, impact, urgency, and priority.

5. Create a Communication Task:
a. In the major incident form, navigate to the related tasks or related lists section.
b. Click on "New" or "Create" to add a new task.
c. Select "Communication" or a similar task type, depending on your setup.

6. Fill in Communication Task Details: Provide the following information for the communication task:
- Short Description: A brief, descriptive title for the communication task.
- Assigned to: Assign this task to the appropriate individual or group responsible for communication during the major incident.
- Priority: Set the priority level for the communication task.
- Due Date: Specify a due date or time for completing the communication task.
- Description: Detail the communication plan, including who needs to be notified, what information to convey, and the preferred communication channels (e.g., email, phone, SMS).
- Attachments: Attach any relevant documents, templates, or communication guidelines.

7. Save and Close: Once you've filled in the necessary information, save the communication task.

8. Track and Update: Monitor the progress of the communication task and update it as needed. You can add comments, notes, or status changes to keep stakeholders informed.

9. Communication Execution: Ensure that the assigned team follows the communication plan and informs relevant parties about the major incident's status and progress.

10. Closure: Once the communication task is complete, mark it as resolved or closed to indicate that the communication plan has been executed successfully.

Please mark my solution as Helpful/Correct, if applicable.
Thanks & Regards,
Chaitali Vale