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    Home New York Now Platform Capabilities Now Platform capabilities Task Communications Management Working with Task Communications Management Define a communication plan Define a communication channel

    Define a communication channel

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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

    1. Navigate to Task Communications Management > Plan Definitions.
    2. Click a communication plan.
    3. Click the Communication Task Definitions related list and then click the task that you want to define the communication channel for.
    4. 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
    5. 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 (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 (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 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 (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.
    6. 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.
    Related tasks
    • Define a communication task
    • Define a communication contact

    Tags:

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    Release version
    Choose your release version

      Define a communication channel

      • Save as PDF Selected topic Topic & subtopics All topics in contents
      • Unsubscribe Log in to subscribe to topics and get notified when content changes.
      • Share this page

      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

      1. Navigate to Task Communications Management > Plan Definitions.
      2. Click a communication plan.
      3. Click the Communication Task Definitions related list and then click the task that you want to define the communication channel for.
      4. 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
      5. 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 (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 (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 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 (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.
      6. 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.
      Related tasks
      • Define a communication task
      • Define a communication contact

      Tags:

      Feedback

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