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CSM notifications creation

JordyZ
Mega Sage

‎11-22-2023 06:46 AM

Hi,

 

I'd like to create a couple CSM notifications, but don't know the best course of action. What would be the most efficient way of creating these notifications? How to create the 3rd and 4th notification?

 

For all the cases, the assignee should get a notification when:

  • gets an email from contact
  • gets an email from email in the watchlist
  • gets an email from anybody which respond to a previous email sent from the ticket (CS)
  • gets additional comment with tag "@someone" (no tag, no notification)
  • state Awaiting became Open
  • state Resolved became Open
  • state Cancelled became Open
  • state Closed gets an email
  • Needs attention true was false

 

Any help is appreciated!

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6 REPLIES 6

AshishKM
Kilo Patron
Kilo Patron

‎11-22-2023 07:07 AM

Hi @JordyZ,

For the 3rd & 4th option, i believe the OOTB inbound action already configured over CS table. Check the existing email notification ( if any ) who is sending record update email , system is adding the email's body with CS record and attaching the email record as reference. If this is already happening in your system, you just need to add the CS record assigned to in the notification. 

Example ( from Incident table notificiation )

AshishKMishra_0-1700665555015.png

-Thanks,

AshishKMishra

 


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JordyZ
Mega Sage
In response to AshishKM

‎11-22-2023 07:19 AM - edited ‎11-22-2023 07:19 AM

Hi @AshishKM , thanks for replying.

 

For me the difficulty lies not in "who will receive" but rather the triggers (when to send). How do I configure these for 3rd and 4th notification?

 

Also, are some notifications from this list already OOTB?

 

Thanks!

0 Helpfuls

AshishKM
Kilo Patron
Kilo Patron
In response to JordyZ

‎11-22-2023 07:25 AM

@JordyZ , you can configure "Send When" option. 

about your other question, you have to check at your end if any such notification already configure otherwise users will receive more than one email for same reason. 

AshishKMishra_0-1700666573672.png

 

 


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Dr Atul G- LNG
Tera Patron
Tera Patron

‎11-22-2023 07:56 AM

Hi @JordyZ 

 

  • gets an email from contact
  • Atul: Check OOTB Inbound Action on CS table
  • gets an email from email in the watchlist
  • Atul: Same as 1st one. (Inbound Action) Screen shot added
  • gets an email from anybody which respond to a previous email sent from the ticket (CS)
  • Atul: Screenshot add , you can create a notification if not already there. See the OOTB notifications. 
  • gets additional comment with tag "@someone" (no tag, no notification)
  • state Awaiting became Open
  • ATul: Screen shot added.
  • state Resolved became Open
  • state Cancelled became Open
  • state Closed gets an email
  • Needs attention true was false

 

AtulyaLNG_0-1700668362582.pngAtulyaLNG_1-1700668375071.png

 

AtulyaLNG_2-1700668450823.pngAtulyaLNG_3-1700668498704.png

AtulyaLNG_4-1700668604834.png

 

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Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
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