Description

ServiceNow Notifications Configuration

ServiceNow’s notification framework allows the platform to automatically send emails, SMS, mobile push messages, and other alerts based on events, conditions, or user actions. Notifications help keep users updated about records, approvals, incidents, tasks, and more.

1. How Notifications Work in ServiceNow

A notification in ServiceNow is triggered when three things align:

1. An Event occurs (e.g., Incident created, Task assigned)
2. A Notification record exists for that event
3. Conditions on the Notification evaluate to true

Once triggered, ServiceNow generates the message and sends it to the defined recipients using a selected delivery channel (email, SMS, push, etc.).

2. Key Components of Notifications

A. Notification Records

Found in:

System Notification → Email → Notifications

A notification record defines:

1. Name
2. Target table
3. When to send (via event or condition)
4. Recipients
5. Message content (email body & subject)
6. Delivery method (email, SMS, push)

B. Events

Found in:

System Policy → Events → Registry / Event Log

Events allow the platform to decouple logic (business rules) from notifications. They are typically fired by:

1. Business Rules
2. Script Includes
3. Workflows / Flow Designer

For example:

incident.assigned → triggers an “incident assigned” notification.

C. Conditions / Filters

Notifications can be sent when:

1. A record meets certain conditions (e.g., priority changes to Critical)
2. A specific event is fired
3. A record is updated/inserted

Conditional logic ensures notifications are context-appropriate.

D. Recipient Types

ServiceNow can send notifications to:

1. Users
2. Groups
3. Roles
4. Fields on the record (e.g., Caller, Assigned to)
5. Scripted recipients (via scripts)
6. Watch list / Work notes list

E. Message Content

ServiceNow uses:

1. HTML or plain text templates
2. Email variables (e.g., ${number}, ${assigned_to.name})
3. Email scripts for dynamic content
4. (found in System Notification → Email → Email Scripts)

You can include:

1. Tables
2. Buttons (approval/rejection)
3. Glidescripts
4. Catalog information
5. Links to records

F. Notification Channels

ServiceNow supports multiple delivery channels:

1. Email – Most common
2. SMS – Via SMS providers (Twilio, etc.)
3. Push Notifications – For mobile apps
4. Connect/Chat
5. ServiceNow Mobile App alerts

Admins can configure per-user preferences for each channel.

3. Types of Notification Triggers

A. Record-based Notifications

Sent based on insert/update conditions on a table.

Example:

Send when Incident state = Resolved.

B. Event-based Notifications

Triggered via custom or system events.

Example:

When an event incident.closed fires, send closure notification.

C. Flow Designer / Workflow Notifications

Flows can create notifications directly using:

1. Notification actions
2. Create Event actions
3. Send Email actions

4. Advanced Notification Features

A. Email Scripts

Allow customization using server-side JavaScript.

Example:

Format lists, generate dynamic sections, loop over related records.

B. Subscribable Notifications

Users can opt in/out of certain notifications.

Found in:

System Notification → Subscriptions

C. Notification Preferences

Users can configure:

1. Email vs. mobile
2. Quiet hours
3. Digest options

D. Digest Notifications

Combines multiple triggers into one summary message.

E. Branding via System Properties

Admins can style:

1. Headers
2. Footers
3. Templates
4. Logos

5. Troubleshooting Notifications

If a notification isn’t sent, check:

1. Notification Log
2. (System Logs → Emails → All Emails)
3. Event Log
4. (System Policy → Events → Event Log)
5. System Mailboxes
6. Outbound mail
7. Failed mail
8. System properties (glide.email.*)
9. User Preferences
10. They may have disabled notifications.
11. Conditions
12. Notification may not match the record or event.

6. Common Use Cases

Summary

ServiceNow’s notification framework is powerful and flexible, enabling organizations to automatically communicate with users through email, SMS, and push channels. Using events, conditions, flows, and scripts, administrators can create highly customized and responsive notification systems.