How to Send Email Notifications to All Users in Watch List Using Business Rule.

[sarthakkach]

Hi Community,

I am working on a requirement where I need to send email notifications to all users present in the Watch List field of a record (e.g., Incident, Case, or any custom table) using Business Rules, Events, Notifications, and Email Scripts.

Requirement Details:

• Whenever a record is inserted or updated, all users added in the Watch List should receive an email notification.

• The solution should use:

  • Business Rule to trigger the logic

  • Event to queue the notification

  • Notification configuration

  • Email Script to dynamically fetch and send emails to all watch list users

Points I Need Help With:

1. How to parse the watch list field (comma-separated sys_ids) correctly?

2. Best practice to trigger an event from a Business Rule for watch list users.

3. How to configure the notification to send emails to multiple recipients dynamically?

4. Sample Business Rule + Event + Email Script code for this use case.

Use Case Example:

• Table: Incident

• Field: watch_list

• When Incident is updated → All users in Watch List should get an email.

Any best practices, sample scripts, or step-by-step guidance would be really helpful.

Thanks in advance for your support!

[vaishali231 · Accepted solution]

hey @sarthakkach 

Follow this :

Step 1 – Create Event

Name: incident.watchlist.notify
Table: Incident

Step 2 – Business Rule (Trigger the Event)

Type: After
When: Insert and Update
Table: Incident
Condition:
Only trigger if watch_list changes:
current.watch_list.changes()
Script:

(function executeRule(current, previous) {

if (!current.watch_list.nil()) {
gs.eventQueue(
'incident.watchlist.notify',
current,
current.watch_list.toString(),
gs.getUserID()
);
}

})(current, previous);

Step 3 – Create Notification

Name: Incident Watch List Notification
Table: Incident
When to send: Event is fired
Event name: incident.watchlist.notify
Step 4 – Email Script ( for Dynamic Recipient Handling)

Create Email Script:
Name: Add Watchlist Recipients
Script:

(function runMailScript(current, template, email, event) {

var watchList = event.parm1;

if (!watchList)
return;

var userGR = new GlideRecord('sys_user');
userGR.addQuery('sys_id', 'IN', watchList);
userGR.query();

while (userGR.next()) {
if (userGR.email) {
email.addAddress('to', userGR.email.toString());
}
}
})(current, template, email, event);

Then include this Email Script inside the Notification:

${mail_script:Add Watchlist Recipients}

*************************************************************************************************************************************

If this response helps, please mark it as Accept as Solution and Helpful.

Doing so helps others in the community and encourages me to keep contributing.

Regards

Vaishali Singh

[yashkamde]

Hello @sarthakkach ,

have a look on this, it should help you :

https://www.servicenow.com/community/developer-forum/notification-to-send-to-users-when-they-are-add... 

https://www.servicenow.com/community/developer-forum/email-notification-for-watchlist/m-p/2019117#:~... 

If my response helped mark as helpful and accept the solution.

[Tanushree Maiti]

Hi @sarthakkach ,

Step by step instructions (with screen shot) are given in this Community test. Go through it . Hope it will help you.

https://www.servicenow.com/community/developer-forum/email-notification-for-watchlist/m-p/2019117