---
sourceDocument: Zurich IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/it-service-management

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Generate a Major Incident email recommendation

# Generate a Major Incident email content recommendation by using ServiceNow Otto for IT Service Management (ITSM) {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

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 Major Incident Management](https://www.servicenow.com/docs/Kwvrh4FuwyXibvZlE~bGyA "You can activate the Incident Management - Major Incident Management plugin (com.snc.incident.mim) if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active.").

Role required: major_incident_manager

## Procedure

1. Navigate to WorkspacesService Operations Workspace.
2. Using the List icon (![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
   {#now-assist-itsm-mim-email-recommendation__ul_imy_frb_cfc}  
   For more information, see these KB articles:
   * [Email templates and Gen AI variables](https://www.servicenow.com/community/itsm-articles/email-templates-and-gen-ai-variables-for-mim-email-communication/ta-p/3242595)
   * [Persona as an input for Gen AI email templates](https://www.servicenow.com/community/itsm-articles/major-incident-email-content-recommendation-persona-as-an-input/ta-p/3246356)
   {#now-assist-itsm-mim-email-recommendation__ul_bcf_kdr_cfc}
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.

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