Task Communications Management

The Task Communications Management plugin (com.snc.task_communication_management) is activated when you activate the Incident Communications Management plugin (com.snc.iam) or the Incident Management - Major Incident Management plugin (com.snc.incident.mim). This plugin includes demo data and activates related plugins if they are not already active.

Several types of components are installed with the Task Communications Management plugin, including tables and user roles.

Several types of components are installed with the Collaboration Services for Task Communications Management (sn_tcm_collab_hook) plugin, including tables.

Configure Slack as a mode of communication for a communication task to send direct message to the users.

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 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.

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.

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 the different contacts or target audience involved in the communication process and their responsibility to understand the expectations from those contacts throughout the process.

Create the communication plan type and specify whether the plan type is applicable globally or to a particular table. When you create the communication plan type, it is referenced in the communication plan definition. The type of the communication plan helps you to filter the plan by its type, generate a report of a particular plan type, or create SLAs for any communication plan.

A recipient list lets you specify a filter to fetch a list of users. Use the recipient list as the contact for a particular communication plan.

Create the communication task type and specify whether the task is applicable to a particular table or is globally applicable. The communication task type helps you to filter a task by its type, generate a report of a particular task type, or create SLAs for any communication task.

Install the Collaboration Services for Task Communications Management plugin (sn_tcm_collab_hook) from ServiceNow Store to get the Slack functionality.

Task Communications Management helps you to streamline the process by creating designated communication plans for effective communication during an event. The communication plan, with its defined tasks, helps you to focus on resolving the current issue instead of deciding when to send a communication, what information to share, and whom to inform.

Task Communications Management (TCM) provides a framework for defining and managing a communication process for any entity that extends the task table.

The Task Communications Management plugins is activated in the base system. The plugin includes demo data.

View the configuration of different communication channels that are used to contact the target audience in the communication process. By default, the communication channels available are email, SMS, Slack, and conference.

The section covers topics that help you with a variety of technical concepts related to Task Communications Management such as creating communication plan definition, task definition, channel definition, and contact definition.