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ServiceNow - Notifications

ServiceNow Notifications


  1. Overview
  2. Notification
  3. Events
  4. Event/ Notification Flow
  5. Email Notification Task
  6. SMS Notification Task

Overview

Notifications are important communication tools that keep users informed of events that concern them. You can use email notifications and SMS to send and receive communication from within the system. Notifications are triggered by system events, but unlike business rules, require no scripting knowledge.

Users can subscribe to notifications of interest or unsubscribe from notifications that they do not want with the subscription based notifications feature.

The subscription based notifications feature enables users to subscribe to notifications of interest or unsubscribe from notifications that they do not want. This feature also enables administrators to send mandatory notifications that users cannot block.

Notification

Notifications can be triggered by events in the platform, but unlike Business Rules, require no scripting knowledge and can also be created for conditions

A notification is a tool for alerting users that concern them have occurred, including 
  • Email
  • SMS
  • Meeting Invitation
Received by 
  • Configured users
  • Voluntary Recipients

Events

An Event is an indication to the ServiceNow processes that something notable has occurred.

Events are caused by
   
User actions
    Logging in, approving a request, renaming an attachment
Scripts
    Business Rules, Workflows  

Event / Notification Flow

Email Notification Tasks  

For email messages, an administrator writes a simple form email that is sent out every time a certain event occurs. For example, an email notification generated by an incident can contain information about who opened the incident, the incident's priority, and the description.

Users can enable or disable the email notifications for themselves. They can also define more specific rules regarding which email notifications to receive if subscription based notifications are active. Users who receive email notifications can respond to the email, which triggers an inbound email action. Inbound email actions are the other half of the communication functionality that email notifications provide. By responding to email notifications, users can interact with the system through their email provider, without logging in to the instance.

This follows the below 5 tasks approach
  •  Configure Email Properties
  •  Create Events and Business Rules
  •  Create Email Notifications
  •  Configure Email Addresses and Subscribe to Notifications
  •  Create or Update ServiceNow Records via Email
   Configure Email Properties
         Configure your SMTP and POP server settings in the email properties. The default settings are            intended for the ServiceNow mail server and need not be changed unless you intend to use your           own SMTP or POP server.

 Create Events and Business Rules
       If the events in the base system do not provide the necessary level of detail, or do not suit your            customized instance, create custom events to trigger notifications.

 Create Email Notifications
Create the email notifications for your users. The base ServiceNow system provides many useful notifications. Create new records or edit an existing notification if the default functionality does not suit your business needs. Edit the notification message either in the notification record or in the email template the notification uses.
 Configure Email Addresses and Subscribe to Notifications
Users can subscribe to or unsubscribe from with the subscription based notifications feature. This provides users with the flexibility of configuring the email notifications they see and the delivery method.

 Create or Update ServiceNow Records via Email
     Use inbound email actions to perform various actions in ServiceNow. Inbound email actions                 behave like business rules and use conditions and scripts to perform tasks.

SMS Notification Tasks

Short messaging service (SMS) is the standard protocol used to deliver short text messages to cell phones. Most cell phones support SMS, even if they do not support more sophisticated messaging like email. 

Note: This is particularly useful when critical events require immediate attention and an email notification may be too slow.

SMS messages, unlike emails, are limited to extremely short text strings, 140 characters in most cases. To compensate for this limitation, subscription based notifications provide the SMS alternate field for the Email Template and Email Notifications forms. Administrators can use this field to enter brief messages for SMS notifications.
ServiceNow sends SMS messages through an SMTP gateway to the cell phone companies. The carriers then forward the information to the devices. If the cell phone provider has an SMTP gateway, it can send SMS messages.

To configure notifications for SMS devices, such as cell phones, perform the following tasks.

This follows the below 4 tasks approach:
  •  Create Events and Business Rules
  •  Create Notifications for Users
  •  Create an SMS Device
  •  Subscribe to the Notification
 Create Events and Business Rules
      If the events in the base system do not provide the necessary level of detail, or do not suit your           customized instance, create custom events to trigger notifications.

 Create Notifications for Users
The base ServiceNow system provides many useful notifications. You can create new records or edit an existing notification if the base system functionality does not suit your                  business needs. You can edit the SMS notification message in the SMS alternate field in                either the notification record  or in the email template the notification uses. The SMS alternate        field enables you to configure SMS messages that meet the 140 character limit. Keep in                mind, hyperlinks embedded into SMS messages will not work correctly.
 Create an SMS Device
Configure SMS devices and select the carrier in the Notification Preferences form

 Subscribe to the Notification
Allow users to subscribe or unsubscribe from notifications on their SMS device or block delivery of certain notifications in the Notification Preferences form