Configure a communication plan in Major Incident Management

Configure a communication plan and tasks for effective communication with various stakeholders about the progress, milestones, and issues related to the different stages of a major incident record.

Before you begin

The Major Incident Management plugin must be activated in Service Operations Workspace. For more information, see Activate Major Incident Management in Service Operations Workspace.

Role required: sn_mim_sow_admin and sn_comm_management.comm_plan_viewer, or admin

Note:

If you have sn_mim_sow_admin role, you can access the MIM page in Admin Center page but to configure communication plans you must also have sn_comm_management.comm_plan_viewer role to access the specific communication plan table. For more information, see Roles in Service Operations Workspace for ITSM.

Procedure

1. Navigate to All > Service Operations Workspace > Configurations.
2. On the Admin Center page, navigate to the configuration page for Major Incident Management through either the Overview tab or the Configurations tab.
   • In the Overview tab, select Configure for Major Incident Management.
   • In the Configurations tab, select Major Incident Management.
   The configuration page displays all configurable features in Major Incident Management. In the Communication Plan subsection of the Communications section, you can view the number of configured communication plans and active communication plans.
3. In the Communication Plan section, select Configure.
   The Communications plan page displays a list of available communications plan definitions. You can select any available communications plan and then select any of the following actions:

   • Activate: Activates the selected communications plans.
   • Delete: Deletes the selected communications plan.
   • Deactivate: Deactivates the selected active communications plan.
   • Copy: Copies the communications plans along with the task information. This option helps when creating a communications plan using the data of an existing communication plan.

   In case if no communication plans exist, the Create a communication plan option is displayed.
4. Select New to create a communication plan definition.

   For more information on creating a communication plan, see Define a communication plan.

   After a communication plan definition is created, the following related lists appear in the communication plan definition record:

   • Communication Task Definitions
   • Communication Contact Definitions
5. Select the Communication Task Definitions related list and then select New to create a communication task.

   For more information on creating a communication task, see Define a communication task.

6. On the Communication task definition record, select the required communication channel related link to define the communication channel.

   The communication channel related list contains the communication channel related links such as Add channel - Email, Add channel - Sidebar discussion and Add channel - DEX Desktop Assistant. For more information on creating a communication channel, see Define a communication channel.

7. On the Communication plan definition record, select the Communication contact definition related list.
8. Select New to create a communication contact definition.

   For more information on creating a communication contact definition, see Define a communication contact.