Major Incident Comms - Major Incident Workbench customization or any other tool?

[VL10]

We find the functionality in the MIW to be lacking and maybe this is because we haven't built it out enough but just wanted to check here first.

First, we would like to customize the email template to include a graphical banner and default as much information as possible from the Incident ticket when generating the communication message.

Secondly, the Incident Manager would be adding timeline events to the INC which then get pulled in to the template when a communication event is called for.

Are these doable and what is the best practice and Platform Support for Major Incident Communications, latest versions of the Platform?

Many thanks in advance.

[Dr Atul G- LNG]

Hi @VL10 

First, we would like to customize the email template to include a graphical banner and default as much information as possible from the Incident ticket when generating the communication message.

Atul: Here are some helpful:

https://www.servicenow.com/community/developer-forum/is-it-possible-to-modify-the-email-templates-us...

https://www.servicenow.com/community/itsm-forum/create-a-major-incident-communication-template/m-p/8...