Incident Communication Plans Not Attaching

[JakeCownie]

Hi,

I am seeing a weird issue when trying to utilize communication plans for major incidents and I am wondering if anyone has an idea of where I can look.  I have created a record in comm_plan_definition that has only one condition - Major Incident State = Accepted.  However, when I create a major incident (either directly creating it as major or promoting it from a regular incident) it does not correctly attach a new communication plan to the incident with the tasks I have defined.  I built a business rule that forces the creation of a plan on the incident_alert table when the major incident state changes to accepted, but I would like to understand why it is not working out of the box.  If anyone has any information about what mechanisms in the background control the creation of these plans or thoughts on places I should look it would be much appreciated. 

[Itallo Brandão]

Hi Jake,

The issue is likely that Communication Plans typically don't attach directly to the Incident record itself, but to an intermediate record called Incident Alert (incident_alert).

Here is the OOB flow:

1. Major Incident State changes to Accepted.

2. A system Business Rule triggers and creates an incident_alert record linked to that Incident.

3. Then, the logic evaluates your Communication Plan Definitions against that new Alert record, not the Incident directly.

If you check the incident_alert table, I suspect you won't find a record created for your Major Incident. That is the missing link. If that record isn't being created (usually controlled by "Major Incident Trigger Rules" or the "Create Incident Alert" BR), the Comm Plan logic never gets a chance to run.

Your custom BR works because it forces that creation, but I'd recommend debugging why the standard incident_alert creation isn't firing first.

If this helps you trace the missing link, please mark it as Accepted Solution.

Best regards, Brandão.