Hwo to enable communication and playbook for P1 incident

[Mk_snow]

Hi,

How can we enable Communication Plans and Playbooks for P1 Incidents, similar to the functionality available for Major Incidents?

Thanks in advance 🙂 

[Tanushree Maiti]

Hi @Mk_snow 

For All of my client , I have seen ,  Priority 1 (P1) incident is classified as a critical event and is virtually always treated as a Major Incident.

These events cause a full outage of a core business service or massive revenue loss, requiring all-hands-on-deck and immediate cross-departmental coordination.

Confirm please whether in your project all P1 project  does not treated as MIM ticket?

[Mk_snow]

@Tanushree Maiti 

In our project, P1 Incidents are not treated as Major Incidents. Major Incident is a separate process and is initiated only when the incident is explicitly promoted to a Major Incident based on the defined criteria.

Our requirement is to enable Communication Plans and Playbooks for P1 Incidents, even when they are not Major Incidents. Could you please advise if there is any recommended approach or out-of-the-box capability to achieve this?

[Tanushree Maiti]

Hi @Mk_snow 

 In ServiceNow, Incident Communication Management is specifically built for Major Incidents. It is not intended for standard, non-MIM tickets. 

Refer:

Install and activate Incident Communications Management 

Configure a communication plan in Major Incident Management 

[Mk_snow]

@Tanushree Maiti We have already have Major incident management enabled in our instance.

Requirement is to have for P1 as well . Both communication and playbook