Email notifications for Mailing Lists

[HumanSky]

Is it possible to generate an email notification that goes directly to a mailing list address? When I, or ServiceNow engineers, schedule an instance update, I would love if that email notification goes out to several people, without having to give them all HI portal access. If need be, perhaps I can create a single generic HI portal user with the same email address as the mailining list. What do you guys think?

[israel62]

I suggest you to create a new group inside ServiceNow and add all the users that you want for that mail list. Once you do this group you can easily find it inside the options of the mail notifications.

[bradpsnc · Accepted solution]

Hi Henry,

This may have changed a bit but you'll want to speak with your company's customer admin within the /hi support system. Have your customer admin set the primary support contacts email address to the desired distribution list. This will allow for multiple individuals within your organization to receive notifications from /hi.

Regards,

Brad

[Aditya Telideva]

Hi Henry,

If you have all of your licensed users grouped together (group, role, etc.) then you can send the whole lot an email from the notifications section. I would assume you do since they are all itil users, but I know some companies do their roles differently. Notifications do not necessarily need to be related to just Incidents, Requests, etc. - they can be used for anything.

The bigger question is the process around determining what is news worthy, how often to send out the emails, what triggers the email, etc. For example, if you were using the Knowledge Base you could easily script the logic to send out a Knowledge Base article to your users when it is in a certain category or has a certain flag.

There are many, many ways to achieve what you are looking for. The hard part is for you to decide on your business process:

- Do you want a separate app for this?

- Will you leverage the knowledge base?

- Will you send out from within a Change Request using the email editor?

Your request is simple enough that I would first decide, in a perfect world, how would you like to do this process? It will be easy after that to develop within the tool to do it.

Thanks,

Aditya Telidevara