Email Notifications Configuration in ServiceNow is a crucial feature that enables automated communication between the platform and its users. This functionality allows administrators to set up rules that trigger email messages based on specific events, conditions, or record changes within the syste…Email Notifications Configuration in ServiceNow is a crucial feature that enables automated communication between the platform and its users. This functionality allows administrators to set up rules that trigger email messages based on specific events, conditions, or record changes within the system.
To configure email notifications, administrators navigate to System Notification > Email > Notifications in the application navigator. Here, they can create new notification records or modify existing ones. Each notification requires several key components to function properly.
The 'When to send' section defines the trigger conditions. Administrators specify which table the notification monitors, what events activate it (such as record insertion, update, or deletion), and any additional conditions that must be met. For example, a notification might be sent when an incident reaches Priority 1 status.
The 'Who will receive' section determines the recipients. Options include users in specific fields (like assigned to or opened by), members of particular groups, event creator, or explicitly defined users and email addresses. Multiple recipient types can be combined for comprehensive coverage.
The 'What it will contain' section controls the email content. Administrators define the subject line and message body, which can include dynamic content using mail scripts and template variables. These variables pull real-time data from records, ensuring recipients receive relevant, contextual information.
Advanced settings allow for email weight configuration, which helps manage notification frequency and prevents email overload. Digest intervals can consolidate multiple notifications into single summary emails.
Administrators must ensure proper email properties are configured in the system, including SMTP server settings and sender addresses. Testing notifications before deployment is essential to verify correct recipient targeting and content formatting.
Effective email notification configuration enhances user engagement, keeps stakeholders informed about critical updates, and streamlines workflow communication throughout the organization.
Email Notifications Configuration in ServiceNow
Why Email Notifications Configuration is Important
Email notifications are a critical component of ServiceNow's collaboration capabilities. They ensure that users, technicians, and stakeholders stay informed about important events, updates, and changes within the platform. Proper configuration of email notifications improves response times, enhances communication, and drives efficient workflow management across the organization.
What is Email Notifications Configuration?
Email Notifications Configuration in ServiceNow refers to the setup and management of automated email messages that are triggered by specific events or conditions in the system. These notifications can be sent to users, groups, or external email addresses based on predefined rules and criteria.
Key components include: - Notification Records: Define what triggers the email, who receives it, and what content is included - Email Templates: Reusable content structures for consistent messaging - Notification Events: System or custom events that trigger notifications - Email Scripts: Advanced customization using JavaScript for dynamic content
How Email Notifications Work
1. Trigger: An event occurs in ServiceNow (e.g., incident created, task assigned, approval requested)
2. Condition Evaluation: The system checks if any notification records match the event and their conditions are met
3. Recipient Determination: The system identifies who should receive the notification based on the Who will receive section (users, groups, specific fields like Assigned to)
4. Content Generation: The email body is constructed using the template, which may include variables like ${field_name} to insert record data
5. Email Delivery: The notification is sent via the configured email server
Key Configuration Elements
- When to send: Defines the triggering event (Insert, Update, or both) and conditions - Who will receive: Specifies recipients through Users, Groups, or field values like Caller or Assigned to - What it will contain: Subject line and message body with variable substitution support - Weight: Determines notification priority when multiple notifications qualify
Common Notification Scenarios
- Incident assignment notifications to technicians - Approval request emails to managers - SLA breach warnings - Password reset confirmations - Task completion updates to requesters
Exam Tips: Answering Questions on Email Notifications Configuration
1. Understand the anatomy of a notification record: Know the three main sections - When to send, Who will receive, and What it will contain. Questions often test your knowledge of where specific settings are configured.
2. Know the variable syntax: Remember that ${field_name} is used to insert field values into email content. For example, ${number} inserts the record number.
3. Differentiate between Events and Conditions: Events trigger the notification check, while conditions determine if the notification actually sends. Both must align for delivery.
4. Remember recipient options: Notifications can be sent to specific users, groups, or dynamically determined recipients based on field values like ${assigned_to}.
5. Understand notification weight: When multiple notifications could fire for the same event, weight determines which takes precedence. Lower weight means higher priority.
6. Know email script usage: Email scripts allow advanced customization using mail.setBody(), mail.setSubject(), and other methods for dynamic content generation.
7. Review inbound vs outbound email: Exam questions may distinguish between sending notifications (outbound) and processing incoming emails (inbound actions).
8. Practice scenario-based questions: Be prepared to identify the correct configuration for given business requirements, such as notifying a manager when a high-priority incident is created.