Define a communication plan

Define a communication plan for a task record to specify communication task and contact definitions. When specified conditions for the plan definition are met, the communication plan and its associated records are automatically attached to the task record, eliminating manual effort.

Before you begin

Role required: sn_comm_management.comm_plan_admin or admin

Procedure

1. Navigate to All > Task Communications Management > Plan Definitions, and click New.
2. On the form, fill in the fields.

   Table 1. Communication Plan Definition form

   Field	Description
   Name	Unique name for the communication plan.
   Table	Table that the plan is attached to when the conditions are met.
   Type	Type of communication plan such as Technical, Internal, External, Customer.
   Order	Order in which the communication plans must be associated to the table.
   Condition based	Option to define whether the plan is attached to a table based on the conditions. For example, if you want to attach a communication plan to an incident of priority = 2, you can mention the condition in the Condition field.
   Active	Option to define whether the plan definition is active.
   Description	Detailed description of the plan definition.
   Condition	Condition under which a communication plan gets attached to a table.

3. Click Submit.
   The communication plan is submitted. The following related lists appear in the communication plan definition:

   • Communication Task Definitions
   • Communication Contact Definitions

What to do next

Define a communication task for the plan.

• Define a communication task
  Define a communication task for a communication plan. When a plan gets attached to a table, the tasks related to the plan need to be executed to resolve the issue. You can associate multiple tasks with a communication plan.
• 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.
• Define a communication contact
  Define the recipients of a particular plan to determine the target audience involved in each communication task and the responsibilities the recipients are expected to handle. A notification for a task is sent to all individuals specified for that task.