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02-25-2019 05:09 AM
Major Incident Management
As an requirement i wanted to modify the client email templates for major incident management communications
> Tech-initial and resolution communication and as well for business initial/update/resolution communications.
To : custom one xxx@mail.com
subject: custom one
Body :
inserting the image as on top with message in it
below calling the required fields and some custom messages.
all on the Incident_Alert_Task table as i tried creating an new one it worked for the first one but when i created a second one still it was pointing to first one probably it is pointing to only one custom email template or sys_id something.
Is there a way as i am trying at Quick messages but could get any lead well if you can put some light if i am missing way or any other way to do this
Thanks
Hari Rao
02-26-2019 12:57 AM
You can attach different email templates to different 'Incident Communication Tasks'.
Please have a look at https://docs.servicenow.com/bundle/london-servicenow-platform/page/administer/task-communication-management/task/create-comm-channel-definition.html .
02-26-2019 01:26 AM
for each template please try to add condition such as incident alert type as technical or business and type as update/initial/resolution.
03-13-2019 02:29 PM
This won't be required if the template is attached to the e-mail channel.