ITSM - Major Incident

[Tommaso2]

Hi all,

Regarding Major Incidents:

- OOTB Communication plans are only emails?

- In Related Record I see "Incident Communication Plan": how it is related to communication plans if they are only emails? (records start with ICPxxx)

- Post review report: what happens when they are published?  Data shown in this report can be configured based on client needs?

Many thanks,

Tommaso

[Dr Atul G- LNG · Accepted solution]

Hi @Tommaso2 

- OOTB Communication plans are only emails? --> Yes, it is out of the box (OOTB) for now, but if you want, you can also integrate it with SMS.

- In Related Record I see "Incident Communication Plan": how it is related to communication plans if they are only emails? (records start with ICPxxx)

-->When a user sends an email from the MI Workbench, the related records get created in the related list.

- Post review report: what happens when they are published?  Data shown in this report can be configured based on client needs?

--> OOTB this format only and i think we can make changes.

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