6.2: Notifications Flashcards
Email Notifications
Notifications can be triggered by events in the platform and require no scripting knowledge. Use notifications to notify users about activities in ServiceNow (i.e., updates to incidents or change requests).
A notification
is a tool for alerting users when events that concern them have occurred through the following met hods:
* Email
* SMS
* Meeting Invitation
Email notifications are used to
send selected users email or SMS notifications about specific activities in the system, such as updates to incidents or change requests. To access a new notification record, navigate to All > System Notification > Email > Notifications.
Tip: To view notifications in your instance, navigate to All >System Mailboxes > Outbound > Outbox. Right click on Created Date and select Preview Email .
Tips and Pitfalls
*Tips
The baseline system provides several email notifications.
Explore editing an existing notification before creating a new one.
*Pitfalls
Customers tend to overdo e-mail notifications.
Customers get overwheimed and confused by the number of different notifications.
Customers specifily requirements for caller-facing notifications too late into implementation. 324
Creating Notifications
-Choose When to Send
-Choose Who will Receive
-Choose What it will Contain 3
*HR may use notifications to communicate an office closure due to inclement weather
Future Use Cases
*Customers need to be informed of the latest information on their open incident
*An account executive is notified that a contract is expiring
When to send dropdown opt ions are
- Record inserted or updated
- Event is fired
- Triggered
- Script (w hen in advanced view mode).
Send notifications to specific users and/or groups.
If you address the Notification to a user with an inactive record in the User [sys_ user] table, the system does not send the notification to that user.
TIP: Consider limiting the recipient list of any notification to 1000 users.
By default , if a notification has more than 100 intended recipients, the system creates multiple notification messages with up to 100 recipients each. If you want to change the recipient limit, set the system property glide.email.smtp.max_ recipients 325
If using an Email Template then Subject and Message will be used from
the template unless overridden with a different (new) subject and/or message 325
Using Email Layouts and Templates with Notifications
1 Create Email Layout
2 Apply Layout to Email Template
3 Layout
Apply Template to Notification
(What it will contain tab)
Email layouts are created to
specify the HTML content you want to appear in the body of one or more email templates. By default , the system includes several sample layouts administrators can use to create their own layouts. Administrators can create email layout s using an inline HTML edit or or manually entering HTML code.
Subscriptions
allow users to be informed of various activity occurring in the platform, whether it directly relates to them or not.
In addition to email notifications, Short Message Service (SMS) is supported, also known as text messages on mobile devices.
The Notifications page of Settings is where users
can define notification channels (met hods of receiving not ifica ions), as w ell as manage their subscriptions to system notifications.
SMS (Short Messaging Service) is
the standard protocol used to deliv er short text messages to mobile devices. Most mobile phones support SMS, even if they do not support more sophisticated messaging, like email notifications.
Notifications to SMS devices are particularly useful when
critical events require immediate attention and waiting for an email notification to be accessed and viewed is too slow.
*Two fields (Force Delivery and Mandatory) can be used to ensure certain notifications cannot be unsubscribed. 327
