Incident Communication steps reduction

[Sruthi_2511]

When an incident is classified as a Major Incident, the current process requires navigating to “View Workbench” → “Communicate” → Compose Email to notify MIM managers which is OOTB. I am exploring if there is a simpler approach, such as adding a “Send Email” button directly on the incident form to streamline this process. Would implementing this change impact the Major Incident Management process? I would appreciate guidance on this.

[Its_Azar]

Hi there @Sruthi_2511 

Yes, you can reduce clicks, but you should not bypass the OOTB Major Incident communication framework.

The Communicate option in the Major Incident Workbench does more than send an email — it uses approved templates, correct MIM recipients, and maintains audit history. Replacing it with a simple “Send Email” button would impact governance and consistency. (it works but also breaks stuff)

you can try adding a UI Action on the Incident form that invokes or redirects to the existing MIM Communicate action, or Use a Flow to automatically send the initial MIM notification when an incident is marked as Major (using the same template and recipients).