| name | major-incident-communication-it |
| enabled | true |
| description | Use when performing major incident communication it — iT-wide incident
communication workflow for notifying end users and stakeholders during major
IT outages or service disruptions. Covers initial impact notification,
periodic status updates, resolution announcements, and post-incident summaries
with templates for each communication stage.
|
| required_connections | [{"prefix":"itsm","label":"ITSM Tool (ServiceNow, Freshservice, etc.)"}] |
| config_fields | [{"key":"incident_title","label":"Incident Title","required":true,"placeholder":"e.g., Email Service Outage, VPN Connectivity Issues"},{"key":"severity","label":"Severity (SEV1 / SEV2 / SEV3)","required":true,"placeholder":"e.g., SEV1"},{"key":"affected_services","label":"Affected Services","required":true,"placeholder":"e.g., Email, VPN, Intranet, All Cloud Applications"},{"key":"estimated_impact","label":"Estimated User Impact","required":true,"placeholder":"e.g., All employees, EMEA region, Engineering department"},{"key":"communication_channel","label":"Communication Channel","required":false,"placeholder":"e.g., Slack #it-announcements, email, status page"}] |
| features | ["HELPDESK"] |
Major Incident Communication — IT
Incident: {{ incident_title }} | Severity: {{ severity }}
Affected: {{ affected_services }} | Impact: {{ estimated_impact }}
Channel: {{ communication_channel }}
Communication Timeline
INCIDENT DETECTED
│
├─ T+0 min: Initial notification (within 15 min of detection)
├─ T+30 min: First status update
├─ T+60 min: Hourly updates (SEV1) / 2-hour updates (SEV2)
├─ Resolution: Resolution announcement
└─ T+48 hrs: Post-incident summary (for SEV1/SEV2)
Template 1 — Initial Notification
Subject: [{{ severity }}] {{ incident_title }} — Service Disruption
IT SERVICE NOTIFICATION
━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━
We are aware of an issue affecting {{ affected_services }}.
WHAT IS HAPPENING:
[Brief description of the problem in non-technical language]
WHO IS AFFECTED:
{{ estimated_impact }}
WHAT WE ARE DOING:
Our IT team is actively investigating this issue and working
toward a resolution. We will provide updates every
[30 minutes / 1 hour] until this is resolved.
WORKAROUND (if available):
[Describe any temporary workaround, or "None at this time"]
NEXT UPDATE:
We will provide the next update by [time].
If you have questions, please contact the IT helpdesk at
[contact info]. Please do NOT submit individual tickets for
this issue — we are tracking it centrally.
IT Operations Team
Template 2 — Status Update
Subject: [UPDATE {{ update_number }}] {{ incident_title }}
IT SERVICE UPDATE #[number]
━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━
STATUS: [Investigating / Identified / Mitigating / Monitoring]
CURRENT SITUATION:
[What has been found or changed since last update]
AFFECTED SERVICES:
{{ affected_services }}
[Update if scope has changed]
WHAT WE ARE DOING:
[Current remediation actions in progress]
ESTIMATED TIME TO RESOLUTION:
[Provide estimate if possible, or "We are still assessing"]
WORKAROUND:
[Updated workaround if available]
NEXT UPDATE:
We will provide the next update by [time].
IT Operations Team
Template 3 — Resolution Announcement
Subject: [RESOLVED] {{ incident_title }}
IT SERVICE RESOLUTION
━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━
The issue affecting {{ affected_services }} has been RESOLVED.
DURATION:
[Start time] to [End time] ([total duration])
WHAT HAPPENED:
[Brief, non-technical explanation of what caused the issue]
WHAT WE DID:
[Brief explanation of how it was fixed]
WHAT YOU NEED TO DO:
[Any user actions needed, e.g., "Please restart your VPN client"
or "No action needed — service has been fully restored"]
PREVENTION:
We are taking steps to prevent this from recurring, including
[brief mention of preventive measures].
A detailed post-incident review will be shared within 48 hours.
We apologize for any inconvenience this may have caused.
IT Operations Team
