Email Notification Recipients

[hoggy12]

Hi there,

Please accept my apologies if this is a simple question.
I have taken over the administration of Servicenow for my company, but I have no experience of it.. although I am learning at a fast pace.
A task I have been given is to tidy up the Email Notifications......
Particuarly, not all need to go back to the Servicedesk team, just the user that raised the call etc...

Looking through the Wiki and here I am unable to find the answer to my question as it looks like we are on a different version to that which is used in all the examples - Stats info included in the attached doc - so hopefully someone here can help.....

Basically I need to determine who emails are set up to be sent to and how that information can be gathered...
For example (included in the document is a screen shot):
An email is has the Active and Send to Event Creator boxes checked.
Is the Creator the user identified in the Caller field of the incident for example, or is it the servicedesk team that created the request in the system?

When adding in users to send emails, there is the List and List Field boxes.
Within the latter there sometimes is a value of watch_list - does anyone know what this refers to and where I can find the config for this in the system?

If anyone can help and shed any light it would be very much appreciated.

Thanks in advance.

[santoshsahoonis]

Hello Hoggy,

Send to event creator:
This is used to send the notification to the person who performed the action that started the notification process if the person is also specified in one of the Users/groups fields, Users, or Groups fields. If the event creator is not specified in one of these fields, then the event creator does not receive a notification regardless of the value of the Send to event creator field.

User Field, Group Field:
These value provided here are the field names present in the Incident Form.
e.g., assigned_to/ assignment_group

List Field:
watch_list is the field present in incident form. So all the users present in watchList in incident form will receive this email.

List:
Here, you can add more that one recipients manually and they will always get this email, whenever this is triggered

Hope that helps.

[hoggy12]

Hi Santosh ,

Thank you for your response.
If I can just clarify one thing, you mention that the watch_list and User/Group Fields are what is specified in the Incident Form. Whilst I am still learning Servicenow terminology, could you clarify what the Incident Form is and where it is located please?

Thanks

[Tom Alday]

The Incident form is the entry form you see when you select "Create Incident" or "New" in the Incident module.

[geoffcox]

I believe the watch list field is available on the task table, and therefore on any extensions to the task table. So you can put it on the Incident form, or on change tasks, etc. The watch list allows you to identify specific people that want to watch the particular incident, change, change task, or whatever. Then the email notification can be configured to include the watch list emails.

The creator is usually the individual identified in the field sys_created_by.

If you want emails to go to different people under different conditions, you can set up multiple email notifications and multiple registered events to trigger them. Then you can trigger the different events as desired in a business rule.