How to recognize the notification used for a mail ?

[vanessaheux]

Hello

My users would like me to change the content of the mails (received by notifications) when they create a request.

I don’t know how to find the corresponding notification as I search in notifications with part of the text included in the mail but I can’t find anything.

I tried to search also by the watermark but had no help.

It seems this has been created when user created a request in service catalog but How to know where notifications are defined for that ?

Can you help me understanding how to do the link ?

 Here is the mail:

Estimado Mister….,

Agradecemos su contacto con el Service Desk.
Su solicitud ha sido registrado.
Numero: REQ0001511

Si desea agregar información en su ticket, puede hacerlo de dos maneras :
1. Por favor, responda a este email y escriba su texto en el cuadro superior del mensaje.
O
2. Usted puede también ver y modificar su ticket haciendo clic aquí : REQ0001511

Elementos pedidos:

RITM0001622: User management, Etapa: Waiting for Approval

Ref:MSG11670845

Regards

Vanessa Heux

[djohnson1 · Accepted solution]

Vanessa, 

    Navigate to System Logs>Emails. Search for the REQ number in the subject line, locate and open the email record. Next, find the related list Email Log>Email. The table label is Originating Event and Notification, it defines the event and notification type. 

Thanks, 

Derrick Johnson

[arobertson]

It might be an email template called from notification instead of content in the actually notifications its self.

What you can also do is search for the subject of the email in the sent mailbox in ServiceNow and it should tell you what event was used to trigger the sending of the email.

[Paul Curwen]

Quick tip, put the name of the notification in the body itself.

You can just use the below in a mail script:

template.print("Notification: " + email_action.name);

and then in the notification use: ${mail_script:notification_name}

presuming 'notification_name' is the actual name of the mail script you just created.

You may want to hide it from the end user so just make it white on white. That way next time you see an email go to the bottom and just check the name and bingo you know where it came from. 

Hope that helps you manage your Notifications

 Regards,

Paul.