email notifications

[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, (one of the assignment team members gets assigned to the ticket)

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 there are 5 in total

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.

[Dr Atul G- LNG]

HI @LJ_23 

I am trying to create 2 email notifications

1. Do I amend the conditions and include all the relevant ones there are 5 in total

Atul: Amend conditions? I think the 1st OOTB notification is there, whenever every case is assigned to a group, and all group members get the email.

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

Atul: Apply assignment means? No, you need to add the field in the email body so that in the email body user name should come.  Who will receive tell the system the recipient's address?

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

Atul: Notification triggers on insert / update whatever you select, No need to create a schedule job.

https://youtu.be/NsK4GoJu5MY

I am fairly new to the 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.