Generate a Major Incident email content recommendation by using Now Assist for IT Service Management (ITSM)

Create a draft version of an email to communicate with stakeholders on a major incident using an email template. You can complete field values in the template using an AI-generated response. Use different GenAI variables in the template types for efficient communication with the requesters.

Before you begin

Note:

An admin must activate the Incident Management - Major Incident Management plugin (com.snc.incident.mim) installed to enable the Major Incident Management email content recommendation skill. For more information on activating the plugin, see Activate Incident Management - Major Incident Management.

Role required: major_incident_manager

Procedure

1. Navigate to Workspaces > Service Operations Workspace.
2. Using the List icon (), open a major incident.
3. Select the Communicate tab.
4. Select Compose in any task where the channel is email.
   Note:

   The default template defined for the selected task displays in the Email template field. You can choose any template and any type of communication plan within the template for your communication.

   The following four types of communication plans are available by default:

   • Ad hoc AI
   • Business user AI
   • End user AI
   • Technical AI

   For more information, see these KB articles:

   • Email templates and Gen AI variables
   • Persona as an input for Gen AI email templates
5. Compose and send the email.
   1. In the To field, enter one or more email addresses of the users you have to communicate with.
   2. In the Subject field, enter a short reason for the communication.
   3. In the body of the email, enter the message you want to communicate.
   4. Select Send.