Draft an email using well-structured templates to communicate with stakeholders about a major incident. Use different GenAI variables in the template types to communicate efficiently to requesters as per the context.

You can compose email content to communicate about a major incident scenario as a part of incident management. The major incident management email content recommendation skill provides well-structured templates where you can fill the necessary fields values and create email content using an AI-generated response.

This skill recommends the most relevant templates from the list of templates based on the case context. The context comprises different factors like previous emails, targeted email recipients, timelines and latest developments since last communication. Select a template that fits the context and refine your choices until you find one that clearly communicates your email response.

In a scenario where the content isn't generated as required, the skill identifies and displays the potential errors.

Use Now Assist context menu to refine the recommended content by elaborating, shortening or changing the tone of the response.

Composing an email content recommendation by for major incident management

You can compose a major incident management email content recommendation for Now Assist for IT Service Management (ITSM). To learn more, see Generate a Major Incident email content recommendation by using Now Assist for IT Service Management (ITSM).

Availability

This skill is available in the workflows and products listed below.

Table 1. Now Assist products and workflows

Workflow	Product
IT Service Management	Now Assist for IT Service Management (ITSM)