Mass email communication to clients/users using ServiceNow.

[faisal_dadabhoy]

Hello,

I am just wondering if anyone is utilizing mass email communication to send emails from ServiceNow? As you know ServiceNow has a build in email functionality but does not have a feature to send mass emails so this would be a custom development? In my experience when mass emails are send about outages/changes it is based on datacenter, customers, clusters and etc.

High overview of development approach?

Pro/cons?

Any help/feedback will be appreciated?

Thanks, Faisal

[Abdul Khan4]

Great Work. 

[Daniel Draes]

You might also want to look at the baseline plugin Targeted Communications.

This comes as part of our CSM Suite.

[dgino]

This is a fantastic tool and works great. We were looking for a solution and a standard for all communication with our internal customers and that would normally come from email i.e. Outages, General Information, User Registrations, SPAM/Malicious email warnings to ensure that all communications come from a central place rather than individual staff members.

[faisal_dadabhoy]

On the update set, I was asked how to turn off Unsubscribe feature. Here are the instruction.

1. There is an email script: mass.email.notif.email (replace with below listed new script)

nav_to.do?uri=%2Fsys_script_email.do%3Fsys_id%3Dc948b8d80fa732008fb48d8ce1050e04%26sysparm_record_target%3Dsys_script_email%26sysparm_record_row%3D1%26sysparm_record_rows%3D42%26sysparm_record_list%3DORDERBYDESCsys_created_on

//New mail Script Start

(function runMailScript(/* GlideRecord */ current, /* TemplatePrinter */ template,
/* Optional EmailOutbound */ email, /* Optional GlideRecord */ email_action,
/* Optional GlideRecord */ event) {

//Instance Email Address Property
var instanceEmail = gs.getProperty('instance_name') + '@service-now.com';
//Unsubscribe Message Property
var unsubscribeMessage = gs.getProperty('mass.email.unsubscribe.message');
//Unsubscribe Message body Property
var unsubscribeBody = gs.getProperty('mass.email.unsubscribe.body');

//Adding Unsubscribe Link
//var toEmail = '<p>' + unsubscribeMessage + '<a href="mailto:'+ instanceEmail +'?subject=mass.communication.unsubscribe&body='+ unsubscribeBody.replace(/\s+/g, '%20') +'"target="_top">click here</a></p>';

//Set subject and body from mass communication tool
var massEmailSysid = event.parm1;
var grOverrite = new GlideRecord('u_mass_email_comm');
grOverrite.addQuery('sys_id', massEmailSysid);
grOverrite.query();
if (grOverrite.next()) {
email.setSubject(grOverrite.u_email_subject);
email.setBody(grOverrite.u_email_message);
}

//Property of email address to Process per Notification
var numEmailNotif = gs.getProperty('number.of.email.per.notification');

//Process Email Notifications
var rec = new GlideRecord('u_recipients_status');
rec.addQuery('u_mass_email', massEmailSysid);
rec.addQuery('u_status','Preview');

//If bluck email property is not set (or not set correctly). Process all emails at once
if ((numEmailNotif != "" || numEmailNotif != null) && numEmailNotif > 1 && numEmailNotif != undefined && isNaN(numEmailNotif) == false) {
rec.setLimit(numEmailNotif);
}
rec.query();
while (rec.next()) {
//email.addAddress("cc", rec.u_email_address);
email.addAddress("bcc", rec.u_email_address);
rec.u_status = 'Sent';
rec.update();
}
// Add your code here
})(current, template, email, email_action, event);

//Script End

2. Inactive or delete inbound email script, since unsubscribe is not being used.

nav_to.do?uri=%2Fsysevent_in_email_action_list.do%3Fsysparm_userpref_module%3D3cce245ac611227a01b51db7d30cb3d6%26sysparm_clear_stack%3Dtrue%26sysparm_clear_stack%3Dtrue%26sysparm_clear_stack%3Dtrue%26sysparm_clear_stack%3Dtrue

Thanks, Faisal

[bacerott]

Is there any way to set a schedule for this type of Mass email notification? This is a great Update Set and I think my company will benefit from it tracking outages and information.