Notifications

[kannababupa]

In ServiceNow, we utilize the MIM Workbench to send Initial Notifications during Major Incidents (P1/P2). Currently, the SLA for triggering these notifications is 20 minutes. However, UA Stakeholders expect notifications to be triggered within 10 minutes. The existing process involves filling out a detailed notification template, including the impact description, and manually copying and pasting the template from a separate Word document into the MIM Workbench. Additionally, selecting recipients Distros, manually adds to the time consumption.
Solution : To meet UA Stakeholder requirements and to significantly outage Initial Notification response time, we propose the following changes to the MIM Workbench:
Simplified Initial Notification Template:
• Remove non-essential fields, retaining only key fields.

[Laveena-Agarwal]

Hi @kannababupa  - What is your Question?

[kannababupa]

Here my question is how to achieve above requirement.

[Dr Atul G- LNG · Accepted solution]

Hi @kannababupa 

Go to the Communication Plan and try to make the change in the Duration field, as shown in the screenshot.

https://INSTANCENAMEservice-now.com/now/nav/ui/classic/params/target/comm_plan_definition.do%3Fsys_id%3Deb613c533b481300ad3cc9bb34efc499%26sysparm_record_target%3Dcomm_plan_definition%26sysparm_record_row%3D6%26sysparm_record_rows%3D10%26sysparm_record_list%3Dtable%253Dincident%255Eactive%253Dtrue%255EORDERBYorder