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_resolutio |
| 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
- Open or create a custom email template in ServiceNow.
- Set the content type to HTML.
- 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}
