Creating and Configuring Notifications

thullurishalini · ‎09-28-2024

How can I create a custom notification in ServiceNow ITSM that triggers when an incident is assigned to a specific group?”

SANDEEP28 · ‎09-28-2024

@thullurishalini There is already OOB notification available whenever incident is assigned to group. Put your instance name in below URL & access the notification record.

https://{your instance name}.service-now.com/sysevent_email_action.do?sys_id=56ae47dfc611227501b04310882ac2ab&sysparm_record_target=sysevent_email_action&sysparm_record_row=3&sysparm_record_rows=22&sysparm_record_list=active%3Dtrue%5EcollectionSTARTSWITHincident%5EORDERBYorder

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Manikanta Kota · ‎09-29-2024

Hi @thullurishalini

Follow these steps

1. Navigate to Notifications
Go to All → System Notification → Email → Notifications.
2. Create a New Notification
Click New to create a new notification.
3. Define Notification Properties
Name: Give your notification a name (e.g., "Incident Assigned to Group X").
Table: Set the table to Incident.
4. Condition for Triggering
In the When to Send section, set the condition:
Event is: Choose Record inserted or updated.
Conditions: Define conditions for triggering the notification. For this case:
[Assigned to] [is] [specific group name].
Optionally, add other conditions to fine-tune the trigger, such as status changes.
5. Who Will Receive
In the Who will receive section, specify the recipients.
Users/Groups in fields: Choose the field that has the assigned group or specific users.
Or, use Specific users to select users manually.
6. Compose the Message
In the What will it contain section, compose the notification content, including subject and body.
Use variables like ${number} for the incident number, ${assigned_to} for the assignee, etc.
7. Save & Test
Click Submit to save the notification.
Test the notification by assigning an incident to the specified group and verifying if the email triggers correctly.

Should my answer prove to be helpful, kindly mark it as such by clicking "Accept as Solution" and "Helpful."

Regards,

Manikanta. Kota

View solution in original post

Dr Atul G- LNG · ‎09-28-2024

Hi @thullurishalini

There is ootb notification available which trigger when an incident assigned to any group, you can create similar notification but change the when to send condition and mention

Assignment group is your group name.

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Barath P · ‎09-28-2024

Hi @thullurishalini

You can navigate to the notification table (sysevent_email_action) to create a new notification by following these steps.

When to send :
Screenshot 2024-09-28 231407.png

Who will receive :

What it will contain :

Screenshot 2024-09-28 231454.png

For testing notification you can navigate to system logs > emails.

"If you found my answer helpful, please give it a like and mark it as the accepted solution. It helps others find the solution more easily and supports the community!"

Thanks & Regards,

Barath.P

SANDEEP28 · ‎09-28-2024

@thullurishalini There is already OOB notification available whenever incident is assigned to group. Put your instance name in below URL & access the notification record.

https://{your instance name}.service-now.com/sysevent_email_action.do?sys_id=56ae47dfc611227501b04310882ac2ab&sysparm_record_target=sysevent_email_action&sysparm_record_row=3&sysparm_record_rows=22&sysparm_record_list=active%3Dtrue%5EcollectionSTARTSWITHincident%5EORDERBYorder

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

AndersBGS · ‎09-28-2024

Hi @thullurishalini

You can trigger the event to fire the notification from a business rule.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders

If my answer has helped with your question, please mark my answer as the accepted solution and give a thumbs up.

Best regards
Anders

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