Email Notification

leviii
Tera Contributor

‎04-21-2025 12:29 AM

Hi,

 

I already created an email template and already have flow for this. can I ask how I will implement the email notification for the requestor?

 

Email Acknowledgment
- the requestor gets email notification upon ticket submission (State Open)
- the assignment group should not receive email notification
 
 
Email Resolved
- the requestor gets email notification upon ticket completion (State Completed).
 
 
Thank you.
 
0 Helpfuls
  • 312 Views
2 REPLIES 2

Dr Atul G- LNG
Tera Patron
Tera Patron

‎04-29-2025 07:24 AM

Hi @leviii 

I recommend taking a look at the OOTB email notifications. All three use cases are already available out of the box on the incident table. Have a look and make changes as per your needs.

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

****************************************************************************************************************
0 Helpfuls

sunil maddheshi
Tera Guru

‎04-29-2025 08:31 AM

@leviii 

Yes, you can implement email notifications for the requester in your ServiceNow flow using Flow Designer, Email Templates, and Conditions. Here's how you can configure the two email notifications (Acknowledgment and Resolved) and ensure that only the requester receives them:

✅ 1. Email Acknowledgment (on State = Open)

Step-by-step:

  1. Go to your Flow in Flow Designer.

  2. Add a Trigger: If it’s not already triggered on record creation, use:

    • Table: e.g., sc_req_item or incident, depending on your use case.

    • Trigger: "When record is created" or "When record is updated" (with a condition: State changes to Open).

  3. Add a Condition (if needed): State is Open.

  4. Add an Action → Send Email:

    • Use the Email Template you created for acknowledgment.

    • To: Requested for (or Opened by, depending on who you consider the requester).

    • Do not include any assignment group email fields in the "To", "CC", or "BCC" fields.

✅ 2. Email Resolved (on State = Completed)

Step-by-step:

  1. In the same flow or a new one, add a trigger:

    • Trigger: "When record is updated".

    • Add a Condition: State changes to Completed.

  2. Add a Send Email action:

    • Use the Email Template for the resolved notification.

    • To: Same as above — the requester (Requested for or Opened by).


Please mark correct/helpful if this helps you!

0 Helpfuls