Need help : Alternate options to finetune amount of notifications being sent out

[IceIronDragon]

Hello All,

We just went live with Servicenow and what we are seeing is that we are sending out more than 10k email notification to our email exchange.

We are not using ServiceNow email exchange due to Security recommendation.

Now whats happening is not all notifications are being sent out to users due to 10k limit.

we are revisiting the option of moving the email exchange to servicenow.

While we explore that in short term this is what we though of :

>>disable redundant notifications

>>Send notifications to Distribution list for each assignment group

I wanted to check is there any other way to control it ? also I wanted to know what is this for ;can it contribute to anything ?

[Vishal Jaswal]

Hello @IceIronDragon 

Many Congratulations to you and everyone involved in going live with ServiceNow. The same has happened with many and I am glad to see that you are already on the right path.

1. Disable redundant notificatons: You need to review all these System Notification > Email > Notifications conditions and look for all which are active and runs with insert and update both or either of them. Then update them (if not already) with conditions as "changes to" or "changes". This will ensure that if (let's say) assignment group changes then only send the notification.

2. Distribution list is always a good idea like adding distro to an assignment group because the way ServiceNow notifications works are it looks for group e-mail and if empty then look for group members and sends e-mail to each member. If you have varios mail scripts then there too you can use distro or if mail script are executed via event and event via any server side logic then there too you can pass the parm1 or parm2 as distro.

3. Look at which table and which notification runs the most in the System logs > Emails > sent 

[IceIronDragon]

thanks.

Do you know if we can control anything from notification preference ?

[Vishal Jaswal]

Hello @IceIronDragon 

Notification preferences is to enable to disable e-mail notification for any user. All you can think of while using it to disable it for every inactive user so that e-mail are not sent to inactive user(s). I assume that you just went live so there will or shoud not be any inactive users.

The underlying table: sys_recipient_notif_preference to find out how many receipients for which all table have send as true and can have a script to make their send as false