---
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


---

# Communicate tab in the Major Incident workbench

# 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  
The Communicate tab helps you understand the progress of a
communication plan and its related tasks.

When a communication plan has multiple communication tasks, all the tasks appear under that plan.  
Figure 1. Communication task filter

You can filter communication tasks to view all tasks, active tasks, or completed tasks. You can also add a communication plan by selecting Add. You can create a communication task for an existing plan by
selecting Add Task. For steps to add a communication plan, see [Add a 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."). To add or remove recipients from a plan after it's saved, select Manage Recipients.  
Note:  
When you create a communication task for sending an email in the major incident workbench and select a recipient list, the recipient list is added instead of individual users. The system calculates the users in the recipient list while processing the email request, which helps improve system performance. You can also 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 predefined list of users.  
Figure 2. Manage recipients  
You can perform the following actions on a communication task:

* Close Task: Closes the communication task. If the task was performed at least once, the state changes to Complete. Otherwise, the state changes to Skipped.
* Snooze: Skips the communication task one time and refreshes the due-in timer. Available only for recurring communication tasks.
* View Form: Opens the form for the task in the plan.
* View Activity: Displays the activity history, where you can post 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 if the task isn't completed within the expected time.

To send a notification, select Compose. If the notification is sent only once, the status of the task changes to Complete after it's sent. If the task is recurring, the status of the task changes to Open.
After each recurrence, the status changes to Sent followed by the recurrence count. For example, Sent(2x) means the task ran twice.  
Figure 4. Communication task state

Icons next to the communication task name represent the state of the 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 send the Slack message to the contacts that you specified when defining the communication plan. The selected contacts receive a direct message from the Slack bot. You can perform the communication task actions such as Close Task, Snooze, View Form, and View Activity.
**Related concepts**   

* [Summary tab in the Major Incident workbench](https://www.servicenow.com/docs/bmYzWmqNTHwVyFQGrhOeAA "The Summary tab displays information about records related to an incident in a card layout, including impacted services, affected configuration items (CIs), active outages, impacted locations, and child incidents.")
* [Post Incident Report tab in the Major Incident workbench](https://www.servicenow.com/docs/WIHqTe6QDPLy8xw4YvgRVw "The Post Incident Report tab shows the cause of the major incident and the actions that teams took to resolve it.")
* [Collaborate tab in the Major Incident workbench](https://www.servicenow.com/docs/51inMqYEQzNx80b8P5kMqg "The Collaborate tab displays the communication tasks that use conference calls as their communication channel so you can view and manage them.")