Major incident email content recommendation | Email Templates and Gen AI variables

[Sunil Kumar Pan]

This guide outlines the default templates and their corresponding GenAI variables used to compose email content recommendations for Major Incident Management (MIM) communication.

Default Templates & GenAI Variable Mapping

Template Name	Section	GenAI Variable
Resolution Communication (Business)	Resolution	Resolution
	Workaround	Workaround
Business Update	Update	Update
Initial Communication (Business)	Add at the bottom	Summary
Resolution Communication (Technical)	Actions taken	Actions taken
	Resolution	Resolution
	Cause	Cause
	Workaround	Workaround
Technical Update	Actions taken	Actions taken
Default Template for ICT	Add at the bottom	Summary
Initial Communication (Technical)	Actions taken	Actions taken

Available GenAI Variables

Users can use the following GenAI variables in their custom templates to dynamically generate MIM email content:

Purpose	Variable
Resolution	@genai_resolution
Update	@genai_update
Summary	@genai_summary
Actions Taken	@genai_actions_taken
Cause	@genai_cause
Workaround	@genai_workaround

Using GenAI Variables in Custom Email Templates

ServiceNow provides email scripts that render GenAI content within templates. These scripts can be embedded inside the email template's HTML body.

Available Email Scripts

GenAI Variable	Email Script
@genai_resolution	getResolution
@genai_update	getUpdate
@genai_summary	getSummary
@genai_actions_taken	actionsTaken
@genai_cause	getCause
@genai_workaround	getWorkaround

Steps to Use Email Scripts in Templates

1. Open or create a custom email template in ServiceNow.
2. Set the content type to HTML.
3. Insert the following email scripts into the Body HTML wherever you want the GenAI-generated content to appear.

Resolution: ${mail_script:getResolution}

Update: ${mail_script:getUpdate}

Actions Taken: ${mail_script:actionsTaken}

Cause: ${mail_script:getCause}

Summary: ${mail_script:getSummary}

Workaround: ${mail_script:getWorkaround}

[PoojaRaghav16]

Hi @Sunil Kumar Pan ,

Is it available in Xanadu as well? I do not see any of these records.

Regards,

Pooja Raghav

[Sunil Kumar Pan]

Hi @PoojaRaghav16 

Yes. it should be available on XP9. Please make sure you have "Incident Management - Major Incident Management "(com.snc.incident.mim) plugin installed on instance.

[abardin]

Could you provide step by step guidance on how to set this up in an email template and what the expected behavior is? If 'Summary: ${mail_script:getSummary}' is added to an email template, should it be visible in the Communications section of the Service Operations Workspace? Or in an email notification once it is sent? It isn't clear from available documentation how to set this up and what it should actually do.

Thanks!