Business Rule : Sending email notifications

[jeremyeperdue]

What is best practice / advice on generating an email notification from a business rule?

I have read through Email Notifications - ServiceNow Wiki and Events and Email Notification - ServiceNow Wiki and other generic Google research.

Can someone please "break it down" in layman's terms? Do I create an email event then trigger it from the BR?

I have a Business Rule on the cmdb_ci table for insert and update. We are looking for duplicate names. All of the logic is worked out, but I want to create a task and an email notification sent out when a duplicate CI is entered. With ServiceNow, there always feels like multiple ways of doing things and I want to approach it correct from the start so any advice will be appreciated.

[Mark Stanger · Accepted solution]

The business rule/event trigger route is the legacy way of triggering notifications.   It still may be necessary in some specific circumstances but shouldn't be used as your standard first line of resort.   The best way to do it is just to set up the email notification and set the conditions there to trigger the email at the right time.   The new functionality right in the notification setup is great and allows you to do this with virtually no code or messy configuration right in the notification record itself.

[jeremyeperdue]

Thank you as always Mark. You are a very helpful contributor here.

[Anurag Tripathi]

Hi Jeremy,

Follow these steps,

1) create an event

2) create an email notification with appropriate details in the subject and body

                  Send to event Creator - checked

                  sent on trigger of event and add event name that you have created

                  Send to even param 1 and 2 - based on your requirement (whole who will receive section based on requirement)

3) on your Business Rule(you already have the whole logic in place), trigger the event (using gs.eventQueue('event name'), current, event param1, event param2)