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.

[Ankur Bawiskar]

@ShaziyaS4380655 

not possible

-> either update the OOTB notification

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

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[G Ponsekar]

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

[G Ponsekar]

Hi @ShaziyaS4380655 ,

Did you checked the article which I mentioned? It clearly explains possible scenarios.

If the outbound emails HAVE EXACTLY SAME 'Recipient' , 'Target', and Conditions only the one with highest weight is sent plus any one with weight=0.
The rest of the emails are marked as 'State'="Ignored"

If your custom notification deviates from above rule then OOTB notification will be sent as well. So In this case you will need to deactivate OOTB notification.

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

Thanks, GP