Hi

To keep a long story short. What we lack is a proper way to handle incidents and the communication part with customers.

1.  an incident (Jira issue) need a connection to multiple (affected customers). we solved this by adding customers as objects in Insight and then add customers to the incident ticket which is not ideal when we have the customers already in SD. To add on that, the customer in SD is not necessarily the right contact for incidents so that needs to be handled in another way.

2. it should be possible to have different customer incident data for the same incident without having to create subtasks or similar. For instance, downtime can differ from customer to customer. With over 200 customer I dont want to have 200 subtasks. but I still want to be able to add downtime/uptime info for each customer.

3. a neat way to communicate with the customers (incident contacts). I want to be able to send updates about the incident, containing incident information and also unique data like the downtime/uptime to assigned incident contacts with a preview functionality so that IMs can view and verify the mail going out before it reaches the customer. 

Today im trying to solve this with Insight plugin to keep all customer organizations and their insight contacts as objects and hten use a script so find all selected affected customers, find the contacts email and generate an email. This is quite heavy stuff. And still I dont know how to solve the problem with keeping only the incident ticket but different customer data without subtasks. i think ServiceNow can do this.

thanks you