This guide outlines the default templates and their corresponding GenAI variables used to compose email content recommendations for Major Incident Management (MIM) communication.

Default Templates & GenAI Variable Mapping

Template Name	Section	GenAI Variable
Resolution Communication (Business)	Resolution	Resolution
Business Update	Update	Update
Initial Communication (Business)	Add at the bottom	Summary
Resolution Communication (Technical)	Actions taken	Actions taken
	Resolution	Resolution
	Cause	Cause
Technical Update	Actions taken	Actions taken
Default Template for ICT	Add at the bottom	Summary
Initial Communication (Technical)	Actions taken	Actions taken

Available GenAI Variables

Users can use the following GenAI variables in their custom templates to dynamically generate MIM email content:

Purpose	Variable
Resolution	@genai_resolution
Update	@genai_update
Summary	@genai_summary
Actions Taken	@genai_actions_taken
Cause	@genai_cause

Using GenAI Variables in Custom Email Templates

ServiceNow provides email scripts that render GenAI content within templates. These scripts can be embedded inside the email template's HTML body.

Available Email Scripts

GenAI Variable	Email Script
@genai_resolution	getResolution
@genai_update	getUpdate
@genai_summary	getSummary
@genai_actions_taken	actionsTaken
@genai_cause	getCause

Steps to Use Email Scripts in Templates

1. Open or create a custom email template in ServiceNow.
2. Set the content type to HTML.
3. Insert the following email scripts into the Body HTML wherever you want the GenAI-generated content to appear.

Resolution: ${mail_script:getResolution}

Update: ${mail_script:getUpdate}

Actions Taken: ${mail_script:actionsTaken}

Cause: ${mail_script:getCause}

Summary: ${mail_script:getSummary}