Exploring Critical Event Management

Learn how to create and manage critical event tickets, assign tasks to on-site responders, and track the impacted people.

Critical Event Management overview

Critical Event Management offers a platform to report and manage critical situations. Employees or operators report an event, and on-site responders assist the impacted people. The operator monitors the critical event closely until it’s resolved.

Critical Event Management Users

Users	Description
Admin	Administrator for Critical Event Management
Agent	Works on the Critical Event Management record from initiation to resolution.
Employee	Raises emergency requests.
On-site responder	Addresses the emergency incident reported by an agent or employee.

Critical Event Management workflow

Report the critical event

An employee reports the critical event, or an agent creates the critical event.
Assign and activate

The agent assigns the critical event to relevant responders and activates the critical event.
Send notifications

The agent sends notifications to the impacted people and on-site responders.
Initiate roll call and coordinate

On-site responders coordinate people at the assembly point and take roll calls to update their status in the impacted people list.
Manage communication and responses

The agent manages the response from the impacted people and communicates with them and the responders.
Close the critical event

Once the situation is resolved, the agent resolves the critical event, creates Health and Safety incidents if needed, and then closes the event.

Critical Event Management benefits

Benefit	Feature	Users
Efficiently manage critical events with the clear, step-by-step guide with a playbook.	CEM Playbook tab	Agent
Create critical event tickets.	Report a critical event as an employee	Employee
Create critical event tickets.	Report a critical event as an agent	Agent
Send notifications to on-site responders and mass notifications to impacted people.	Send notifications during a critical event	Agent
View sent notifications.	View sent notifications for a critical event	Agent
Track impacted people.	CEM Impacted people tab	Agent
Conduct roll calls and update the status of impacted people by logging in to their portal.	Conduct a roll call as an on-site responder	On-site responders
Create Health and Safety incidents.	Create a Health and Safety incident in Critical Event Management	Admins

What to explore next

To learn more about configuring and using Critical Event Management, see:

title	Exploring Critical Event Management
description	Learn how to create and manage critical event tickets, assign tasks to on-site responders, and track the impacted people.
locale	en-US
canonical_url	https://www.servicenow.com/docs/r/australia/employee-service-management/critical-event-management/explore-critical-event-management.html
release	australia
product	Critical Event Management
classification	critical-event-management
topic_type	concept
last_updated	2026-09-10
reading_time_minutes	3
breadcrumb	Critical Event ManagementHealth and SafetyEmployee Service Management