Major incident email content recommendation | Persona as an input for Gen AI email templates

[Sunil Kumar Pan]

Role required: sn_comm_management.comm_plan_admin or admin
Each MIM communication plan has the following default persona types associated with them : 

• Ad hoc AI
• End user AI
• Business user AI
• Technical AI

When the LLM is called, these persona types are used to draft communication email for the different types of users.
An incident communication plan helps streamline the communication process for the major incident email content. It defines the type of stakeholders who should be informed, what information should be shared with them, when the information should be delivered, and the methods of communication.

When you define a communication plan, make sure that you choose the type of communication plan such as Ad hoc AI , Business user AI , End user AI ,Technical AI that defines the stakeholder.

[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.

[jenniferrat]

Hi- We are on Yokohama patch 7 i have role sn_comm_management.comm_plan_admin and we have Incident Management - Major Incident Management but we do not have any of these templates showing on the communication tab on major incident. 

• Ad hoc AI
• End user AI
• Business user AI
• Technical AI

What role or skill from now assist are we missing that would provide those templates?

[Sunil Kumar Pan]

Hi @jenniferrat 

You can follow below article email template and gen ai variables. this article is for persona(Ad hoc AI, End user AI..) as input to email templates

https://www.servicenow.com/community/itsm-articles/major-incident-email-content-recommendation-email...