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Define a communication channel

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.

Before you begin

Role required: sn_comm_management.comm_plan_admin or admin

You have defined a communication plan and its related tasks.

About this task

The modes of communication available are: email, SMS, conference, and Slack.
For the incident table, the functionality for SMS and conference appears only if you activate the Notify plugin (com.snc.notify) and the com.snc.iam.notify_number property value is set to the registered notify number. The notify number is registered while configuring the Twilio account.
For the incident table, the functionality for Slack appears only if you activate the Collaboration Services for Task Communications Management plugin (sn_tcm_collab_hook). To activate the Collaboration Services for Task Communications Management plugin, navigate to ServiceNow Store and install the Collaboration Services for Task Communications Management application. For more information, refer to Collaboration Services for Task Communications Management.
Note: For information on how to configure Slack, refer to Configure Slack workspace.
Add Channel – Conference is mutually exclusive to Add Channel – SMS and Add Channel – Email. If you select Add Channel – Conference, you cannot select Add Channel – Email or Add Channel – SMS.

Procedure

Navigate to Task Communications Management > Plan Definitions.
Click a communication plan.
Click the Communication Task Definitions related list and then click the task that you want to define the communication channel for.
On the Communication Task Definition form, click any one of the following related links based on your requirement:
- Add Channel – Conference
- Add Channel – Email
- Add Channel – SMS
- Add Channel – Slack

On the form, fill in the fields.

Table 1. Communication Channel Definition form
Field	Description
Add Channel – Conference
Communication task definition	Communication task definition that the channel definition is associated with.
Notify provider selector	Lookup icon () to select the selector from the Provider Selector [notify_group_selector] table. Note: The selector can be associated with notify number group or conference provider. Each notify number group can have one or more Notify numbers that can be used to make conference calls.
Add Channel – Email
Communication task definition	Communication task definition that this channel definition is associated with.
Email client template	Lookup icon () to select the email client template used to send emails to the targeted audience. Note: This email template must be defined in the Communication task table.
Add Channel – SMS
Communication task definition	Communication task definition this channel definition is associated with.
Notify SMS template	Lookup icon to select the notify SMS template used to send an SMS to the targeted audience. Note: This SMS template must be defined in the Communication task table.
Notify provider selector	Lookup icon () to select the selector from the Provider Selector [notify_group_selector] table. Note: The selector can be associated with notify number group or conference provider. Each notify number group can have one or more Notify numbers that can be used to send SMS.
Add Channel – Slack
Communication task definition	Communication task definition this channel definition is associated with.
Channel Type	Channel type is Slack.

Click Submit.
A communication channel is defined for the communication task.

What to do next

After creating communication tasks and communication channels for those tasks, define contacts for the communication plan.

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Define a communication channel

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.

Before you begin

Role required: sn_comm_management.comm_plan_admin or admin

You have defined a communication plan and its related tasks.

About this task

The modes of communication available are: email, SMS, conference, and Slack.
For the incident table, the functionality for SMS and conference appears only if you activate the Notify plugin (com.snc.notify) and the com.snc.iam.notify_number property value is set to the registered notify number. The notify number is registered while configuring the Twilio account.
For the incident table, the functionality for Slack appears only if you activate the Collaboration Services for Task Communications Management plugin (sn_tcm_collab_hook). To activate the Collaboration Services for Task Communications Management plugin, navigate to ServiceNow Store and install the Collaboration Services for Task Communications Management application. For more information, refer to Collaboration Services for Task Communications Management.
Note: For information on how to configure Slack, refer to Configure Slack workspace.
Add Channel – Conference is mutually exclusive to Add Channel – SMS and Add Channel – Email. If you select Add Channel – Conference, you cannot select Add Channel – Email or Add Channel – SMS.

Procedure

Navigate to Task Communications Management > Plan Definitions.
Click a communication plan.
Click the Communication Task Definitions related list and then click the task that you want to define the communication channel for.
On the Communication Task Definition form, click any one of the following related links based on your requirement:
- Add Channel – Conference
- Add Channel – Email
- Add Channel – SMS
- Add Channel – Slack

On the form, fill in the fields.

Table 1. Communication Channel Definition form
Field	Description
Add Channel – Conference
Communication task definition	Communication task definition that the channel definition is associated with.
Notify provider selector	Lookup icon () to select the selector from the Provider Selector [notify_group_selector] table. Note: The selector can be associated with notify number group or conference provider. Each notify number group can have one or more Notify numbers that can be used to make conference calls.
Add Channel – Email
Communication task definition	Communication task definition that this channel definition is associated with.
Email client template	Lookup icon () to select the email client template used to send emails to the targeted audience. Note: This email template must be defined in the Communication task table.
Add Channel – SMS
Communication task definition	Communication task definition this channel definition is associated with.
Notify SMS template	Lookup icon to select the notify SMS template used to send an SMS to the targeted audience. Note: This SMS template must be defined in the Communication task table.
Notify provider selector	Lookup icon () to select the selector from the Provider Selector [notify_group_selector] table. Note: The selector can be associated with notify number group or conference provider. Each notify number group can have one or more Notify numbers that can be used to send SMS.
Add Channel – Slack
Communication task definition	Communication task definition this channel definition is associated with.
Channel Type	Channel type is Slack.

Click Submit.
A communication channel is defined for the communication task.

What to do next

After creating communication tasks and communication channels for those tasks, define contacts for the communication plan.

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