Communicating with stakeholders about incidents and major incidents
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Summary of Communicating with Stakeholders about Incidents and Major Incidents
The Communicate tab in ServiceNow is designed for managing communications with stakeholders during incidents and major incidents. It allows users to create, organize, and track communication tasks effectively throughout the incident management process.
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Key Features
- Group By: Organize communication tasks by communication plan or completion status (overdue, upcoming, completed, skipped).
- Filter by Communication Plan: Easily find tasks related to specific communication plans.
- Compose: Create messages for various channels including email, SMS, Microsoft Teams, or Slack.
- New Communication: Users with the majorincidentmanager role or those with both iaadmin and itil roles can create new communication tasks.
- Manage Recipients: Add and manage recipients for each communication task, enhancing stakeholder engagement.
- View Record: Access detailed information about each communication task.
- Close: Mark communication tasks as completed or skipped based on their status and frequency settings.
- Start: Initiate tasks that are pending.
- Snooze: Extend the due time for communication tasks as needed.
- Create Adhoc Communication Tasks: Generate additional communication tasks as required during incident management phases.
Key Outcomes
By using the Communicate tab, ServiceNow customers can ensure timely and structured communication with stakeholders, enhancing clarity and collaboration during incidents. This organized approach allows for better tracking of communication efforts and ensures that all stakeholders are informed, ultimately leading to improved incident management outcomes.
Use the Communicate tab to create and manage all communications with stakeholders during the various phases of an incident or a major incident.
The Communicate tab contains the following options to create and manage communications:
- Group By
- Group communication tasks the following ways:
- Communication plan – The communication tasks that are associated with a particular communication plan are grouped.
- Completion status - The communication tasks are grouped based on the completion status and due dates. You can choose to list the tasks from the following group sections:
- Overdue – Communication tasks with past due dates.
- Upcoming – Communications tasks with an upcoming due date.
- Completed – Communication tasks that are completed.
- Skipped – Communication tasks that are skipped.
- Filter by communication plan
- Filter the communication task by a communication plan.
- Compose
- Compose a communication message, such as an email, SMS, Microsoft Teams, or Slack message.
- New Communication
- Create a communication task. This option is available only to the following users:
- User with the major_incident_manager role
- User with both the ia_admin and itil roles
- Manage recipients
- Add and manage recipients for a communications task. You can add a user role and a user in the recipient list. You can also access this option by selecting the More actions (
) icon on the communication task and then selecting Manage recipients. - View Record
- View detailed information about the communication task. Select the More actions () icon on the communication task and then select View record.
- Close
- Close the communication task. Select the More actions () icon on the communication task and then select Close. The communication task is then moved to either the Completed or Skipped section of the Communicate tab based on the
following scenarios:
- If a communication task has the Frequency field set to Recurring and at least one communication has been composed and sent, selecting Close moves the communication task to the Completed section.
- If a communication task has the Frequency field set to One time or Recurring and no communication has been composed and sent, selecting Close moves the communication task to the Skipped section.
- Start
- Start the communication task with the Pending status. Select the More actions () icon on the communication task and then select Start.
- Snooze
- Increase the Due in time for a communication task. Select the More actions () icon on the communication task and then select Snooze.