Best approach to build Notification Preferences Center for Client Contact (non-ITIL) users on Portal

ritik16
Tera Contributor

3 weeks ago

Hi Everyone,

We’re looking to build a custom Notification Preferences Center for external (non-ITIL) client contact users on Service Portal so they can manage their own notification preferences. This should also include impersonation (so admins can verify) and auditing (to track changes).

Has anyone here worked on a similar requirement or implemented something like this?
Would love to hear your ideas, suggestions, or best practices on how to approach it in ServiceNow.

Thanks a lot!


#Notifications #NotificationPreferences #ServicePortal #CSM #ExternalUsers #NonITIL #Impersonation #Auditing #BestPractices

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Ravi Gaurav
Giga Sage
Giga Sage

3 weeks ago

Approach for Notification Preferences Center (non-ITIL users):

  • Create a simple custom table to store user preferences (linked to sys_user).

  • Build a Service Portal page/widget with toggles/checkboxes so users can enable/disable notifications.

  • Modify your notification conditions (or add a script include) to check this table before sending.

  • Enable audit tracking or a simple Business Rule to log changes (who, when, what).

  • Use impersonation to test, since portal will render exactly as the user sees it.

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Ravi Gaurav | ServiceNow MVP 2025,2024 | ServiceNow Practice Lead | Solution Architect
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M.Tech in Data Science & AI

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