Email notification

[LJ_23]

Hi all, 

I am trying to create 2 email notifications

1. Users in the assigned to field receive a notification when a new case has been assigned to their ServiceNow queue

2. Notification gets sent to the Assigned To user when a customer updates the comments on the case above^

I have managed to create both the notifications and conduct what the email will contain but struggling with the next steps.

1. Do I amend the conditions and include all the relevant ques?

2. Where would I apply the assigned to? Would the variable be included in the body of the email or the 'Who will receive' tab.

3. Do I need to conduct a schedule job and event - or will the notification trigger via the record updated or inserted

I am fairly new to service now so do not have much experience with email notifications

Let me know if anyone has any thoughts or ideas surrounding this, I am open to possibilities.

Thanks

[Ankur Bawiskar]

@LJ_23 

responses inlin

1. Do I amend the conditions and include all the relevant ques? -> this can be configured as per what content you want to include

2. Where would I apply the assigned to? Would the variable be included in the body of the email or the 'Who will receive' tab. -> you can set the recipient as Assigned to from Users/Groups field

3. Do I need to conduct a schedule job and event - or will the notification trigger via the record updated or inserted

-> not required, notification can trigger when condition is satisfied either insert or update

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Ankur Bawiskar]

@LJ_23 

Hope you are doing good.

Did my reply answer your question?

If my response helped please mark it correct and close the thread so that it benefits future readers.