The basics of Email Notification in ServiceNow

 

Email Notification 101

INTRO

Notification: When some action happens then you can send an email or SMS to the user.

For example, notification for commenting on the incident.

There are 4 ways you can send notifications:

•     When a record is created/updated
•     When an event is triggered
•     An event can be generated from the server-side script (script include, business rule, background script, fix script, flow designer script, etc.)
•     An event is an object
•     Once the event gets triggered, the system will trigger the notification
•     Send a notification from the workflow or directly trigger the notification from the workflow
•     Send a notification from the Flow Designer

CREATE NOTIFICATION

STEPS

• Navigate to System Notification > Notifications
• Provide a Name
• Select the Table you want to send the notification
• Select the Category (if no OOTB category matches your needs then leave it to Uncategorized)
• In the When to send tab: select Record inserted or updated
• Check the Inserted checkbox
• Condition: Hotel Booking For is not empty

• In the Who will receive tab: select Hotel Booking For in Users/Groups in fields

• Note: the Users & Groups glide list type fields are hardcoded fields, which means that the notification will be sent to specific users or groups. The Users/Groups (filter list type) fields, however, are dynamic, which means that the notification will be sent to whomever the user of the booking is.
• In the What it will contain tab: add a Subject
• Add email body - Message

• Note: this is the simplest way to create a notification

• For generating an email notification via an event, please have a look at this article

TESTING NOTIFICATION

STEPS

• Create a new Hotel Booking record
• Remember: the notification will be generated only when the Hotel Booking For (or the customer) is filled in
• Navigate to Systems Logs > Emails

• As you can see above, a new email record has been created which means that the notification has been sent to the customer
• Click on the notification record to preview the email and check the email logs:

That's a wrap!