Chapter 8 - Notifications Overview

Question 1

What is an inbound notification?

Answer 1

Actions the system takes in response to messages from users (e.g. email).

Question 2

What are the two types of actions in response to a user’s message?

Answer 2

-Make changes to a system table
-Send user an email message in reply
Ex. Beth can’t run a report in ServiceNow so she sends an email to the system describing the problem.
-Fields are populated based on email content
-System admins can determine which contents fill which fields (e.g. Subject name = Short description)
Note: The base system comes with predefined actions and users can modify these actions or create new ones.

Question 3

How does ServiceNow notify users of system events?

Answer 3

The system can send emails/text messages to users to inform them of system events.
Ex. When a table in ServiceNow is updated/modified/added to, it can notify admins about the changes. (When an employee closes a ticket/update the status, it’ll notify the caller)

Question 4

How many tabs are in the notification form?

Answer 4

3 tabs (When to send, who will receive, what it will contain)

Question 5

What does the ‘when to send’ tab do?

Answer 5

It allows you to setup specific conditions (e.g. when a record is inserted or updated) to determine when a notification be sent out.
Ex. When record is ‘inserted’ and ‘status is pending’ (conditions).

Question 6

What does the ‘who will receive’ tab do?

Answer 6

It allows you to specify an individual, group or both to be the recipient of the notification.

Question 7

What does the ‘what it will contain’ tab do?

Answer 7

-If you’re using an ‘Email Template’, then the ‘subject’ and ‘message’ will be used from the template unless overridden.
-You can incorporate values from the record triggering the notification using ‘Select Variables’.