Major incident workbench - Communicate Tab Design

[Neha21]

Hello Community,

Can someone please help me understand how this Communicate tab under Major incident workbench is designed.

I need to control the order of the communication sent out to the end-user and here's the requirement -

before technician triggers status update and Resolution communication, they should must have sent the initial communication.

And I'm not sure how's this designed - I did check background UI action of this Compose button that is available under workbench view, but that is under application scope of Task communication view. I'm not sure if that's the one which gets triggers when we click on Compose button. Also if you can shed some light on how to investigate which UI action gets triggered at the backend when we click on any button, would be of help. below is the screenshot of workbench view of Major incident -Communicate tab.

Thanks,

Neha

[Dr Atul G- LNG]

Hi @Neha21 

Greetings!!

The communication tasks visible in the MIM Workbench are derived from the Communication Plan. Changes in the MIM Workbench aren’t easy to make directly, but you can review the Communication Plan, make the necessary changes there in the correct order, and see if that reflects as expected. Have a look in these 2 tables.

[Neha21]

Thanks Atul for the response.
I know this incident_alert_task table and I can surely use it to figure out if Initial communication has been sent out to the end user before sending Status Update and Resolution communication.
I am wondering where in the platform I can write this logic?

[Dr Atul G- LNG]

Hi @Neha21 

Sometimes, there are pieces of code that are not directly accessible to us, making it difficult to view or make changes. Some configurations are set up in such a complicated way that it's hard to pinpoint exactly where they’ve been configured. I think this might be one of those cases. Additionally, since it's a workbench and not a form, it's harder to track what’s coming and where the configuration is set.

Today, I came across a post on this. Have a look and see if developer tools could help here. If not, please log a support case with the team so we can dive deeper and gather more details. Once you have more information, share the feedback with us.

https://www.servicenow.com/community/developer-articles/what-runs/ta-p/3246452?emcs_t=S2h8ZW1haWx8Ym...

[Neha21]

@Ankur Bawiskar @Amit Gujarathi, @Dr Atul G- LNG  and all the experts -

Can you please check my query? I am new to ServiceNow Development so any insights are highly appreciated.

Thanks,

Neha