--- sourceDocument: Brazil IT Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil IT Service Management ft:clusterId : - itsm bundleId : - itsm workflow : - Technology --- # The Communicate tab in the Major Incident workbench # The Communicate tab in the Major Incident workbench {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of The Communicate tab in the Major Incident workbench The Communicate tab in the Major Incident workbench provides ServiceNow customers with a centralized interface to monitor and manage communication plans and their related tasks during a major incident. It helps track progress, send notifications, and engage recipients effectively to ensure timely and organized communication. Show full answer Show less ## Key Features * **Communication Task Management:** View all communication tasks under their respective plans with filters for all, active, or completed tasks. * **Add and Manage Plans and Tasks:** Easily add new communication plans and create communication tasks within existing plans. Modify recipient lists after a plan is saved using the Manage Recipients option. * **Recipient List Optimization:** When sending email notifications, recipient lists are processed as lists rather than individual users to enhance system performance. Users, groups, and email addresses can be added as needed. * **Task Actions:** Perform actions on communication tasks such as: * Close Task -- marks task Complete or Skipped based on execution * Snooze -- skip one occurrence of a recurring task and refresh due time * View Form -- access the detailed task form * View Activity -- view activity history and add work notes or comments * **Status Tracking and Notifications:** Monitor due times and overdue statuses for tasks. Sending a notification updates the task status, with recurring tasks reflecting the number of times performed. * **Activity and Collaboration:** Access work notes and activity streams at both incident and communication plan levels, enabling real-time collaboration. * **Slack Integration:** By installing Collaboration Services from the ServiceNow Store, users can send Slack messages to contacts defined in the communication plan. Slack messages are delivered via a Slack bot, and communication task actions are supported within this channel. * **Configurable Feature:** Enable recipient list support on email communication tasks by toggling the property `sncommmanagement.emailclientrecipientitemsenabled` in Major Incident Management Properties. ## Practical Benefits for ServiceNow Customers * Improves communication efficiency during major incidents by organizing all related messages and recipients within a single tab. * Enhances system performance by using recipient lists rather than processing individual recipients separately. * Supports both one-time and recurring communication tasks with clear status updates and flexible task management options. * Facilitates collaboration through integrated activity streams and Slack messaging, ensuring stakeholders remain informed and engaged. * Allows dynamic management of recipients after plan creation, ensuring communications reach the right audience as incidents evolve. The Communicate tab helps you understand the progress of a communication plan and its related tasks. If there are multiple communication tasks associated with a communication plan, all the tasks appear under the respective communication plan. Figure 1. Communication task filter You can filter the communication task to view all tasks, active tasks, or completed tasks. You can also add a new communication plan by clicking Add. You can create a communication task for an existing plan by clicking Add Task. For more information, see [Add communication plan in the workbench](https://www.servicenow.com/docs/ug2ocvOx2K8kU7ZErBCxRQ "You can create a new communication plan or add a new communication task to an existing communication plan from the workbench. This UI action is helpful when you do not have an existing well-defined communication plan in the system."). If you want to add or remove recipients from a particular plan after the plan is saved, click Manage Recipients. Note: When you create a communication task for sending an email on the Major Incident Management Workbench and select a recipient list, the recipient list is added instead of individual users. The list of users in the recipient list is calculated by the system while processing the email request, thus improving the system performance. Also, you can add users, groups, and email addresses as required in the Recipients section. Activate this feature by selecting the Property to toggle support for Recipient List on Email Client, on Communication Tasks (sn_comm_management.email_client_recipient_items_enabled) option in the Major Incident Management Properties. You can create a recipient list using a script to retrieve a custom list of users or include a pre-defined list of users. Figure 2. Manage recipients The following actions can be performed on a given communication task: * Close Task: If the task is performed at least once, closes the communication task and changes the state to Complete. Otherwise, the state changes the state to Skipped. * Snooze: Available only for recurring communication task. Enables the user to skip the communication task once and the due-in timer is refreshed. * View Form: For each task in the plan, you can navigate back to the form. * View Activity: Enables you to view activity history and post your work notes or additional comments for a communication task. {#mi-workbench-communicate-tab__ul_rlk_c1d_5db} Figure 3. Communication task actions You can also view the due time of upcoming tasks and the overdue time in case the task isn't completed within the expected time. To send a notification, click Compose. If the notification has to be send only once, then after sending the notification, the status of the task changes to Complete. If the task is recurring, the status of the task changes to Open. After a recurring communication task is performed, the status of the communication task changes to Sent followed by the number of times the recurring communication task is performed until that time. For example, Sent(2x) means that the communication task is performed twice. Figure 4. Communication task state Icons to the left of the Communication Task name represent the state of the communication task such as completed, skipped, or active. Under the Work Notes \& Activity section, you can initiate a chat at the incident or incident communication plan level. You can also view the activity stream for that record. ## Messaging users through Slack {#mi-workbench-communicate-tab__section_g2y_lhs_mhb} For Slack functionality, install [Collaboration services](https://www.servicenow.com/docs/94qLJ~9UD~bFbJfB4iFIgw "Collaboration services provides a way to communicate and collaborate in real-time. You can directly use a collaboration tool from task records and as a channel within communication plans.") from the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home). When you add Slack as a communication channel, you can select Compose to convey the Slack message to the contacts that you've already mentioned in the communication contact while defining the communication plan. The selected contacts will receive a direct message from the Slack bot. You can perform the communication task actions such as Closed Task, Snooze, View Form, and View Activity. **Related concepts** * [Major Incident workbench --- Summary tab](https://www.servicenow.com/docs/bmYzWmqNTHwVyFQGrhOeAA "The Summary tab provides a unified view of information in the form of a card layout. The information on impacted services, affected CIs, active outages, locations that are impacted, and child incidents helps to keep you informed about related records associated with an incident.") * [Post Incident Report tab](https://www.servicenow.com/docs/WIHqTe6QDPLy8xw4YvgRVw "The Post Incident Report tab helps you to understand the cause of the major incident, and the actions taken by the teams to resolve the incident.") * [Major Incident workbench --- the Collaborate tab](https://www.servicenow.com/docs/51inMqYEQzNx80b8P5kMqg "The Collaborate tab helps you to view and manage communication tasks that use conference as their communication channel.")