Define a communication channel
Define a communication channel for each communication task to determine which mode of communication to use for the task when a plan is attached to a table.
Before you begin
Role required: sn_comm_management.comm_plan_admin or admin
You have defined a communication plan and its related tasks.
About this task
- The modes of communication available are: email, SMS, conference, and Slack.
- For the incident table, the functionality for SMS and conference appears only if you activate the Notify plugin (com.snc.notify) and the com.snc.iam.notify_number property value is set to the registered notify number. The notify number is registered while configuring the Twilio account.
- For the incident table, the functionality for Slack appears only if you activate
the Collaboration Services for Task Communications Management plugin
(sn_tcm_collab_hook). To activate the Collaboration Services for Task
Communications Management plugin, navigate to ServiceNow Store and install
the Collaboration Services for Task Communications Management application. For
more information, refer Collaboration services
for Task Communications Management.Note:For information on how to configure Slack, refer to Configure Slack workspace .
- Add Channel – Conference is mutually exclusive to Add Channel – SMS and Add Channel – Email. If you select Add Channel – Conference, you cannot select Add Channel – Email or Add Channel – SMS.
Procedure
-
On the form, fill in the fields.
Table 1. Communication Channel Definition form Field Description Add Channel – Conference Communication task definition Communication task definition that the channel definition is associated with. Notify provider selector Lookup icon ( 
) to select the selector from the Provider Selector [notify_group_selector] table.Note:The selector can be associated with notify number group or conference provider. Each notify number group can have one or more Notify numbers that can be used to make conference calls.Add Channel – Email Communication task definition Communication task definition that this channel definition is associated with. Email client template Lookup icon ( ) to select the email client template used to send emails to the targeted audience. Note:This email template must be defined in the Communication task table.Recipient field List to select where you want the recipients list to be populated. Options include To, CC, and BCC. The default value is populated based on what you define in the Default recipient location of emails for Communication Tasks property (sn_comm_management.default_email_recipient_field). Add Channel – SMS Communication task definition Communication task definition this channel definition is associated with. Notify SMS template Lookup icon to select the notify SMS template used to send an SMS to the targeted audience.Note:This SMS template must be defined in the Communication task table.Notify provider selector Lookup icon ( ) to select the selector from the Provider Selector [notify_group_selector] table.Note:The selector can be associated with notify number group or conference provider. Each notify number group can have one or more Notify numbers that can be used to send SMS.Add Channel – Slack Communication task definition Communication task definition this channel definition is associated with. Channel Type Channel type is Slack. Add Channel – Desktop Assistant Communication task definition Communication task definition this channel definition is associated with. Channel Type Channel type is Desktop Assistant. Notification template Template applied when composing the notification message.