Triggering notifications in AI control tower

MehakdeepS · 4 weeks ago

Hi team,

I'm going through AI control setup as I need to implement AICT for a customer. I checked that no notifications are triggered whenever any task/assessment is assigned to AI Asset owner or notifications for any risk assessment to AI Risk and compliance manager. Do we have to configure the notifications ourselves by updating the associated flows?

Thanks in advance.

~Mehakdeep Singh

Dan_Junqueira · 4 weeks ago

Hi @MehakdeepS

You shouldn't need to modify all the flows just to enable notifications. AI Control Tower already comes with several out-of-the-box notifications, including notifications for AI Asset approval tasks and certain Risk Assessment activities.

However, not every task or assessment assignment automatically triggers a notification.

I would suggest checking a few things first:

Go to System Notification > Email > Notifications and check which notifications are available and active for AI Control Tower and AI Risk and Compliance.
Check the notification conditions and recipients. Some notifications are triggered by specific state changes rather than simply assigning a task.
Review the Email Logs and Event Log to see whether notifications are being triggered but not delivered, or whether the expected events aren't being generated.
For Risk Assessments, also check the notifications inherited from Risk Management, since some of these are handled by the underlying GRC functionality.

If the notification you're expecting isn't covered by the standard configuration, then yes, you may need to create a custom notification or extend the relevant flow.

I would recommend creating a separate notification where possible rather than modifying the out-of-the-box flows. This will make future upgrades easier to manage.

You can also refer to the official ServiceNow documentation:

Hope this helps! If it answers your question, please consider marking the reply as Accepted Solution and Helpful so others can benefit from it as well.

Thanks!

sanjaygupta · a week ago

You don’t have to rebuild the flows to get these emails. ServiceNow ships notifications for AI Control Tower and AI Risk and Compliance, so first check why yours aren’t firing. For the specific cases you describe, I couldn’t find a documented out-of-box notification, so you may need to add your own.

The documented list covers events like an AI Asset Approval Task being created (sent to the Assigned To user), a Smart Control Attestation assigned to the control owner, and an enterprise-level Risk Assessment assigned to the assessor. I didn’t find a documented one for lifecycle tasks such as impact assessments assigned to the AI Asset Owner. I also didn’t find one that tells the AI Risk and Compliance Manager about a risk assessment. Check which table your task or assessment is created on, since the OOB notifications are tied to specific tables.

To find out why nothing is sent, check these first:

Go to All > System Notification > Email > Notifications and search for the AI governance and AI Control Tower ones.
Open the one that matches your event and confirm Active is selected.
Check the When to send, Who will receive and Conditions tabs against your record.
Open the recipient user and confirm there is an email address and notifications are turned on.
Go to All > System Logs > Emails and look for your record. A skipped or ignored email shows the reason.
Check that the outbound email account is working on this instance.

If no matching notification exists, add your own instead of editing the flows:

Go to All > System Notification > Email > Notifications and select New.
Pick the table of your task or assessment and set the trigger to Inserted or Updated when the assignee changes.
Set the recipient to the Assigned To user or the AI Asset Owner, and for risk assessments add the AI Risk and Compliance Manager role or group.
Create the notification in the correct application scope, not in Global.

Another option is to add a Send Email action in a copy of the flow. Don’t edit the out-of-box flows directly, since upgrades can overwrite them. Build and test in a sub-production instance first, and capture it in an update set.

If you share the table of the task and the release or Store version of AI Control Tower, I can narrow down which OOB notification should have fired.

Sources: