Override OOTB notifications on RITM

[ShaziyaS4380655]

HI @Ankur Bawiskar

I have a requirement where i want to override the OOTB notifications sent when RITM worknotes is updated , i want to send my own customized notification when worknotes is updted , without deactivating the OOTB notificatiosn.

[G Ponsekar · Accepted solution]

Hi @ShaziyaS4380655 

To prevent an out-of-the-box (OOTB) notification from sending when certain criteria are met and send a custom one instead, the best practice is to set a higher "Weight" on your custom notification. This causes the platform to process your notification first and, if a notification is successfully sent, ignore any other notifications with a lower weight that match the same conditions.

Check this article: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0829694

If I could help you with your Query then, please hit the Thumb Icon and mark as Correct !!

Thanks, GP

[Ankur Bawiskar]

@ShaziyaS4380655 

not possible

-> either update the OOTB notification

OR
-> create your own notification and deactivate the OOTB one

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Ankur Bawiskar]

@ShaziyaS4380655 

Thank you for marking my response as helpful.

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[G Ponsekar · Accepted solution]

Hi @ShaziyaS4380655 

To prevent an out-of-the-box (OOTB) notification from sending when certain criteria are met and send a custom one instead, the best practice is to set a higher "Weight" on your custom notification. This causes the platform to process your notification first and, if a notification is successfully sent, ignore any other notifications with a lower weight that match the same conditions.

Check this article: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0829694

If I could help you with your Query then, please hit the Thumb Icon and mark as Correct !!

Thanks, GP

[ShaziyaS4380655]

@G Ponsekar 

if we change weight too that doesn't stop OOTB from sending notifications ryt