Configure a communications template for SMS in Major Incident Management

Configure a communication template for SMS in Major Incident Management to help reduce the efforts and time spent in creating and composing communication SMS.

Before you begin

Major Incident Management must be installed and activated in Service Operations Workspace. For more information, see Activate Major Incident Management in Service Operations Workspace.

Role required: sn_mim_sow_admin and notify_admin or notify_view, admin

Note:

If you have sn_mim_sow_admin role, you can access the MIM page in Admin Center page but to configure communication templates for sms you must also have notify_admin or notify_view role to access the specific table. For more information, see Roles in Service Operations Workspace for ITSM.

Procedure

1. Navigate to All > Service Operations Workspace > Configurations.
2. On the Admin Center page, navigate to the configuration page for Major Incident Management through either the Overview tab or the Configurations tab.
   • In the Overview tab, select Configure for Major Incident Management.
   • In the Configurations tab, select Major Incident Management.
   The configuration page displays all configurable features in Major Incident Management.
3. In the Communications Template section, select Configure SMS.

   The Notify SMS template page displays a list of available communication SMS templates. For more information on Notify, see Notify.

4. Select New.
5. On the form, fill in the details.

   Table 1. SMS configuration form

   Field	Description
   Name	Name of the SMS template.
   Table	Table on which the SMS template is used. Note: By default, the value is the Incident Communication Task [incident_alert_task] table.
   Template	Content added in the body of the SMS.
   Select Variables	Field variables added to the Template.

6. Select Submit.
   The SMS template record is added to the list of available communication SMS templates.