Thank you for your feedback.
Form temporarily unavailable. Please try again or contact docfeedback@servicenow.com to submit your comments.
Versions
  • Madrid
  • London
  • Kingston
  • Jakarta
  • Istanbul
  • Helsinki
  • Geneva
  • Store
Close

Installed with Incident Communications Management

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

Installed with Incident Communications Management

Incident Communications Management installs the following components.

Activating the Incident Communications Management plugin adds or modifies tables, user roles, script includes, and other components.

Demo data is included with Incident Communications Management.

Tables

Incident Communications Management adds or modifies the following tables.

Table 1. Incident Communications Management tables
Display name [Table name] Description
Impacted CI

[impacted_ci]

The CIs impacted by the source CI in the incident communication plan.
Incident Communication Plan

[incident_alert]

The Incident Communication Plan table extends from the communication plan table so that the incident communication plan inherits any future enhancements made to the communication object.
Incident Communication Task

[incident_alert_task]

The Incident Communication Task table extends the Communication Task table.

Plugins

The following additional plugins are activated with Incident Communications Management.

Table 2. Incident Communications Management plugins
Plugin name Plugin ID Description
Contact Management com.snc.contact_management Provides contact functionality and enables contact administration for incident alerts.

The following additional plugins can optionally be installed to provide additional functionality.

Table 3. Incident Communications Management additional plugins
Plugin name Plugin ID Description
Notify com.snc.notify Provides functionality to send SMS notifications and set up conference calls for both Incident Communication Plan and Incident Communication Tasks.

Properties

Incident Communications Management adds the following system properties.

Table 4. Incident Communications Management properties
Name Description
Close any open Incident Communication Plan when Incident is closed or canceled

[com.snc.incident.incident_alert.closure]

Closes any open incident communication plan when an incident is closed or canceled.

  • Type: true | false
  • Default value: false
  • Location: System Properties [sys_properties] table
Note: The property is visible when the Incident Communications Management plugin (com.snc.iam) is enabled. This property is set to false for both new (Madrid) and existing customers.
Close any open Incident Communication Task when an Incident Communication Plan is closed or canceled

[com.snc.iam.incident_alert_task.closure]

Closes any open incident communication task when an incident communication plan is closed or canceled.

  • Type: true | false
  • Default value: false
  • Location: System Properties [sys_properties] table
Note: The property is visible when the Incident Communications Management plugin (com.snc.iam) is enabled. This property is set to false for both new (Madrid) and existing customers.
Logging Level for Incident Communications Management

[com.snc.iam.log_level]

Logging level for the business rule MapUpstreamImpactedCI. Debug is the most detailed option with full trace of how the Impacted CI List is calculated. Error is the minimal logging option with only severe errors being logged.
  • Type: String
  • Default value: info
  • Possible Values: debug, info, error
  • Location: System Properties [sys_properties] table
Incident Communication Plan activity formatter fields

[glide.ui.incident_alert_activity.fields]

Incident Communication Plan activity formatter fields. The list of fields tracked from the incident communication plan form in the activity formatter.
  • Type: String
  • Default value: opened_by, work_notes, comments, severity, estd_distruption_time, actual_disruption_time
  • Location: System Properties [sys_properties] table

com.snc.iam.on_call_escalation_level

Escalation level shown in the selection screen for conference call participants. By default the primary and secondary on-call persons are in the recommended list. The behavior can be changed by adding this property to the system with a different value.
  • Type: String
  • Default value: 2 (primary and secondary on-call)
  • Possible Values: 0, 1, 2, 3, and so on. Set to -1 to include everybody in the escalation plan.
  • Location: System Properties [sys_properties] table
com.snc.iam.notify_number The Notify number to use for conference calls. The notify number needs to have a group configured with conference call workflows.
Note: This property is available only when you activate the Notify plugin (com.snc.notify).

User roles

Incident Communications Management adds the following user roles.

Table 5. Incident Communications Management user roles
Role Contains roles Description
ia_admin notifynow_admin, contact_admin Can create, edit, or cancel incident alerts, and manage contact information. This role is only contained in ia_admin if Notify is active.
contact_admin contact_user [Requires ia_admin role] Can create and edit contact definitions and contact responsibilities.
contact_user [Requires ia_admin role] Can view contacts, contact definitions, contact responsibilities, and default overrides.
Note: Typically, incident communication plan administrators may need to have both ia_admin and itil roles, to have full access to incident communication plan functionality. For example, the itil and ia_admin role are both needed to be able to create incident alerts from within an incident form.

UI actions

Incident Communications Management adds the following UI actions.

Table 6. Incident Communications Management UI actions
UI action Tables Description
Show Live Feed (1) Incident Communication Plan

[incident_alert]

Displays live feed for the document on a list.
Show Live Feed (2) Incident Communication Plan

[incident_alert]

Displays live feed for the document.
Follow on Live Feed (1) Incident Communication Plan

[incident_alert]

Adds user to the live feed for this document. If no feed exists, it is created. This is for lists, forms have the redirect.
Follow on Live Feed (2) Incident Communication Plan

[incident_alert]

Adds user to the live feed for this document. If no feed exists, it is created. This is for forms using the redirect.
View PIR Report Incident Communication Plan

[incident_alert]

Shows the post incident review report.

The following UI actions are also installed if Notify is activated:

Table 7. Incident Communications Management additional UI actions
UI action Tables Description
Initiate Conference Call Incident Communication Plan

[incident_alert]

Initiate a conference call for an Incident Communication Plan.
Note: This UI action is available only when you activate the Notify plugin.

UI policies

Incident Communications Management adds the following UI policies.

Table 8. Incident Communications Management UI policies
UI policy Table
Make PIR section source incident fields read only Incident Communication Plan

[incident_alert]

Closure info Incident Communication Plan

[incident_alert]

Resolution Info Incident Communication Plan

[incident_alert]

Capturing open / closed / resolved info Incident Communication Plan

[incident_alert]

Script includes

Incident Communications Management adds the following script includes.

Table 9. Incident Communications Management script includes
Script include Description
IncidentAlertAjax AJAX methods for incident communication plan.

If Notify is activated, the following script includes are also installed.

Table 10. Incident Communications Management additional script includes
Script include Description
IncidentAlertConferenceCall Returns a list of frequent participants that have joined Notify conference calls.

Client scripts

Incident Communications Management adds the following client scripts.

Table 11. Incident Communications Management additional client scripts
Script Table Description
PIR visibility Incident Communication Plan

[incident_alert]

Show PIR section if state is resolved or closed.
Adding info from Source Incident Incident Communication Plan

[incident_alert]

Bring in information from source incident.

Business rules

Incident Communications Management adds the following business rules.

Table 12. Incident Communications Management business rules
Business rule name Table Description
Incident Communication Plan insertion limitation Incident Communication Plan

[incident_alert]

Only allow one active incident communication plan to be associated with an incident.
MapUpstreamImpactedCI Incident Communication Plan

[incident_alert]

Populate impacted CIs related list.
Insert in state "New" only Incident Communication Plan

[incident_alert]

Ensure that an incident communication plan can only be created in a New state.
IA State Management Incident Communication Plan

[incident_alert]

Validates state transition.
Opened, Resolved, and Closed capturing Incident Communication Plan

[incident_alert]

Capture who did what and when.
Automatically WIP if actions taken Incident Communication Plan

[incident_alert]

Automatically change the incident communication plan state to Work In Progress when comments are added.
Check role is ia_admin Contact

[contact]

Make sure that the logged in user is an incident communication plan administrator.
Map upstream impacted CI Incident Communication Plan

[incident_alert]

Map all impacted configuration items based on source CI.
Synch Source Incident and Source Field Incident Communication Plan

[incident_alert]

Synchronizes the Source Incident field to the Source field on the Incident Communication Plan table [incident_alert].
Synch ICP and Comm Plan Field Incident Communication Plan

[incident_alert]

Synchronizes Incident communication plan field to the Communication Plan field on the Incident Communication Task table [incident_alert_task].
Cascade closure of ICTs Incident Communication Plan

[incident_alert]

Closes any open Incident Communication Task when an Incident Communication Plan is closed or canceled.
Cascade closure of ICPs Incident

[incident]

Closes any open Incident Communication Plan when an Incident is closed or canceled.

If Notify is activated, the following business rules are also installed.

Table 13. Incident Communications Management additional business rules
Business rule name Table Description
SMS on new Incident Communication Plan Incident Communication Plan

[incident_alert]

Send an SMS notification when an incident communication plan is created.
Conference Call Allowed Incident Communication Plan

[incident_alert]

Check if a conference call can be initiated.
Update Conference Call Finished IA Activity NotifyNow Conference Call

[notifynow_conference_call]

Extend the incident communication plan activity log when a conference call finishes.
Update Conference Call Started IA Activity NotifyNow Conference Call

[notifynow_conference_call]

Extend the incident communication plan activity log when a conference call is initiated.
Feedback