Edit an email notification

[DeIvory Gordon]

Hello, A co-worker created an email notification to let managers know when their team has incidents that have been open for more than 90 days.  I need to edit the email notification to change the number of days to 60.  I have not created an email notification and am unsure how to get to them.  I went to system notification-emails-notifications, but I do not see the email notification that I need to update. Am I looking in the correct location?  Thanks!

[Daniel Madsen · Accepted solution]

Hi DeIvory Gordon,

You're in the right general area, finding a specific notification can be tricky if you don't know exactly what to look for.

Here’s how to track it down and update the number of days:

1. Navigate to: System Notification > Email > Notifications

2. Use the filter (magnifying glass icon) at the top of the list to narrow down results.

3. Try filtering by:

   • Name: Something like “Incident Aging” or “Open Incidents”

   • Description: May mention "managers" or "team incidents"

   • Table: Likely "Incident"

If you can’t find it by name, it's possible the notification is triggered by a custom event rather than directly from a condition on the notification.

To adjust the number of days (e.g., from 90 to 60), you’ll need to look for the logic that triggers the event, because the notification itself usually just listens for the event, it doesn’t contain the timing logic. Check:

• System Policy > Events > Event Registry
  See if there's a custom event name related to incident aging or reminders.

• System Definition > Business Rules
  Look for rules that fire that event—this is likely where the "90 days" is defined.

• System Scheduler > Scheduled Jobs
  Only check here if you suspect it's a scheduled script doing the check.

Once you find the business rule or script triggering the event, look for the part where it calculates or filters based on "90 days" and change it to 60. That’s the actual source controlling the timing.

If you're still stuck, asking your colleague what event or table they based it on can save a lot of time.

If this helps, please give it a helpful vote. And if it’s what you were looking for, go ahead and accept the solution.

Thanks,
Daniel Madsen

[Daniel Madsen · Accepted solution]

Hi DeIvory Gordon,

You're in the right general area, finding a specific notification can be tricky if you don't know exactly what to look for.

Here’s how to track it down and update the number of days:

1. Navigate to: System Notification > Email > Notifications

2. Use the filter (magnifying glass icon) at the top of the list to narrow down results.

3. Try filtering by:

   • Name: Something like “Incident Aging” or “Open Incidents”

   • Description: May mention "managers" or "team incidents"

   • Table: Likely "Incident"

If you can’t find it by name, it's possible the notification is triggered by a custom event rather than directly from a condition on the notification.

To adjust the number of days (e.g., from 90 to 60), you’ll need to look for the logic that triggers the event, because the notification itself usually just listens for the event, it doesn’t contain the timing logic. Check:

• System Policy > Events > Event Registry
  See if there's a custom event name related to incident aging or reminders.

• System Definition > Business Rules
  Look for rules that fire that event—this is likely where the "90 days" is defined.

• System Scheduler > Scheduled Jobs
  Only check here if you suspect it's a scheduled script doing the check.

Once you find the business rule or script triggering the event, look for the part where it calculates or filters based on "90 days" and change it to 60. That’s the actual source controlling the timing.

If you're still stuck, asking your colleague what event or table they based it on can save a lot of time.

If this helps, please give it a helpful vote. And if it’s what you were looking for, go ahead and accept the solution.

Thanks,
Daniel Madsen

[Robert H · Accepted solution]

Hello @DeIvory Gordon ,

If you know the subject line of these emails you can go to System Mailboxes > Outbound > Sent and search for the most recent email with that subject.

Open that Email record and the Related List Email Log will tell you the name and sys_id of the Notification record that triggered it.

Then go to System Notification > Email > Notifications and search for that name or sys_id to find the Notification record.

However, you won't be able to change the number of days from 90 to 60 in that Notification. A Notification record just describes the trigger, recipients, and content of the email.

The trigger of your reminder notification will most probably be an Event. You need take note of the Event name:

Then you need to figure out where that event is coming from. Typically such periodical reminders are implemented through Scheduled Jobs, and sometimes using Workflows or Flows.

You could check the Event Registry to see if your colleague added a helpful comment in the "Description" or "Fired by" fields of that event.

If not then I would suggest you start your search by checking the Scheduled Script table [sysauto_script] using the condition: Run this script | contains | (the name of the event)

Hopefully that will return the job that triggers this whole thing. If not please let me know and I can give a few more pointers.

Regards,

Robert

[DeIvory Gordon]

Thank you for taking the time to provide such a detailed explanation!!