Major Incident Management in Agent Mobile

[snowdev8]

Has anyone extended Communication plans, playbooks etc on Mobile?

While SOW experience works just fine, we have a heavy user base who use their mobiles to report a Major Incident.  We would like for the communication managers to be able to send out emails from their mobile device

[Connectmustaq]

Hi @snowdev8 ,

Yes, extending Communication Plans and Playbooks to mobile experiences in ServiceNow is possible, but it requires a mix of UI Builder customization and Mobile App configuration rather than fully out-of-the-box (OOB) enablement. In Zurich, ServiceNow added broader mobile experience hooks for Workspaces, making it viable to surface communication actions like sending emails directly in Agent Mobile or Now Mobile.​

Current OOB Behavior

• Major Incident Communication Plans and Playbooks are built for Service Operations Workspace (SOW) in the desktop environment.

• As of Zurich, the Major Incident Applet in the mobile app lets managers view and act on major incidents, but the Communication tab still isn’t rendered natively in Mobile.​

• OOB mobile templates do not yet include the ability to send Communication Plan emails directly from mobile.

Extending To Mobile (Supported Approach)

1. Embed Playbook Experience in Mobile UI

   • Playbooks can now be integrated into mobile flows using Mobile App Bridge, a Zurich enhancement that connects mobile pages with workspace experiences.​

   • You can build a Mobile UI Builder screen tied to the sn_major_incident or m2m_communication_task table and use Playbook APIs to trigger existing playbook actions like “Send Communication”.​​

2. Expose Communication Plan Actions

   • Using Process Automation Designer (PAD) integration, you can wrap communication actions into a mobile-compatible layout, then surface them in Now Mobile via a custom menu item.

   • Communication templates remain reusable—your mobile UI just calls the same Compose Communication API that SOW uses.​

3. Email Client from Mobile

   • If you want communication managers to send manual emails from their mobile device, ServiceNow already supports this via Now Agent App email sending APIs.

   • You can configure an action called “Send Email” in Mobile Studio by connecting it to the Email Client Template used for Major Incident comms.​

   • This leverages your existing From addresses and templates defined under System Notification > Email Client Configuration.

4. Alternative: Digital Experience (DEX) for Incident Communications

   • The ServiceNow DEX app supports mobile or desktop push notifications for major incidents, and integrates with communication plans for audience targeting.​

   • This provides a more native way to deliver broadcast messages to end-users or managers on mobile devices.

• OOB: SOW provides email and comms actions, but these are desktop-only.

• Extendable: Zurich’s Mobile App Bridge and UI Builder for Playbooks allow embedding Communication Plan actions on mobile.

• Best practice: Create a Mobile Workspace card/action that calls the same communication template logic so communication managers can send update emails right from their phones without needing desktop access.

This approach keeps communication governance intact while meeting the mobility needs of your major incident managers.

 

you may find below thread helpful:

• https://www.servicenow.com/docs/bundle/zurich-build-workflows/page/administer/process-automation-des...

• https://www.servicenow.com/docs/bundle/zurich-field-service-management/page/product/field-service-ma...

• https://www.servicenow.com/docs/bundle/zurich-mobile/page/administer/tablet-mobile-ui/concept/mobile...

• https://www.servicenow.com/docs/bundle/zurich-it-service-management/page/product/service-operations-...

If it is helpful, please hit the thumbs button and accept the correct solution by referring to this solution in the future it will be helpful to them.

 

Thanks & Regards,

Mohammed Mustaq Shaik

[kaushal_snow]

@snowdev8 ,

Yes, you can extend the ServiceNow Mobile Agent (or Now Agent) experience for your major incident managers to handle communication plans and playbooks on mobile, because the mobile app supports the Major Incident Management module and shows active major incidents with communication tasks.....To enable this: you'll want to ensure the mobile app is granted access to the major incident roles (e.g., major_incident_manager) and that the communication tasks you need (email send, conference call, stakeholder updates) are exposed in the mobile UI and monitorable in your mobile responsive workspace.....You’ll also want to make sure your communication plan tasks (for example Send major incident communiqué via email) are routed through a task table that the mobile Agent app can display if the tasks appear as a list in the major incident workbench, the mobile app can allow the manager to open them and trigger the email/send action.....

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