Is it possible for the Emails from MIM Workbench to go into the Parent Ticket

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michelle kirk
Kilo Guru

‎07-11-2025 04:15 AM

Currently we use MIM Workbench to send email comms out to the business.

 

Is it possible for this email to then be embedded into the Parent ticket so that the information then flows into the child ticket. 

 

Our emails in workbench are in a Table format ?

 

 

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Dr Atul G- LNG
Tera Patron
Tera Patron

‎07-11-2025 04:37 AM

Hi @michelle kirk 

In Major Incident Management (MIM), emails are primarily triggered from the Communication Task. Out of the box, there’s no direct way to achieve this—you’d need to write a Business Rule to copy the message to the parent incident and then to the child incidents, which would introduce technical debt."

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Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
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Dr Atul G- LNG
Tera Patron
Tera Patron

‎07-11-2025 04:37 AM

Hi @michelle kirk 

In Major Incident Management (MIM), emails are primarily triggered from the Communication Task. Out of the box, there’s no direct way to achieve this—you’d need to write a Business Rule to copy the message to the parent incident and then to the child incidents, which would introduce technical debt."

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

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