Thank you for your feedback.
Form temporarily unavailable. Please try again or contact docfeedback@servicenow.com to submit your comments.

Incident communication plan state model (old)

Log in to subscribe to topics and get notified when content changes.

Incident communication plan state model (old)

Incident alerts are created with a New state. They follow a process that finishes with the Closed or Canceled state.

A series of rules ensure that the alert progression is controlled and standardized.
Note: The state model shown below is available only for the existing customers. New customers or a customer who has upgraded to the latest release, can refer to Incident communication plan state model (new).
Table 1. Incident communication plan stages
Stages of an incident communication plan
  • From New, the state can be changed to Work in Progress, Cancelled, or Resolved.
    • if the Actions Taken field is updated, the state automatically changes from New to Work in Progress.
  • From Work in Progress, the state can be changed to Resolved or Cancelled.
    • Only the alert creator or a user with the admin role can cancel an incident communication plan.
  • From Resolved, the state can be changed to Closed.
The Close any open Incident Communication Plan when Incident is closed or canceled property (com.snc.incident.incident_alert.closure) is responsible for the following actions:
  • If an incident is closed or canceled when the incident communication plan state is New or Work in Progress, the incident communication plan state is set to Canceled.
  • If an incident is closed or canceled when the incident communication plan state is Resolved, the incident communication plan state is set to Closed.
Note: This property is visible when Incident Communications Management plugin (com.snc.iam) is enabled. This property is set to false for both new and existing customers.
The Close any open Incident Communication Task when an Incident Communication Plan is closed or canceled property (com.snc.iam.incident_alert_task.closure) is responsible for the following actions:
  • If an incident communication plan is closed, the state of all open incident communication tasks is set to Closed Incomplete.
  • If an incident communication plan is canceled, the state of all open incident communication tasks is set to Closed Skipped.
Note: This property is visible when Incident Communications Management plugin (com.snc.iam) is enabled. This property is set to false for both new and existing customers.
Feedback