Notification about an incident that is assigned to a specific group

[An6]

Is it possible to create a notification about an incident that is assigned to a specific group, which will contain all the details of the incident with attachments, etc.?

it's about ALL the details available on the form

[Robbie]

Hi @An6,

This is absolutely possible.

Every detail from a form (Including the incident form and atatchments) can be sent in an email. See the below links on sending a notification as this is a very common use case. (In your use case the assigned incident email).

Please note, it's not always best to send everything due to any sensitive information being contained within the record and to prevent sharing this information to an unintended audience by forwarding on the email. It is why often you'll see high level information and a link to the ticket which checks authentication and access to the record.

Sending a notification:

https://docs.servicenow.com/bundle/washingtondc-platform-administration/page/administer/notification...

Sending an attachment:

https://www.servicenow.com/community/now-platform-articles/adding-physical-attachment-to-notificatio...

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Kudos.

Thanks, Robbie

[Slava Savitsky]

Yes, you can create an email notification with any conditions (e.g. Assignment Group = "XYZ") and any content you like. To add attachments, use Include attachments checkbox on What it will contain tab in the Advanced view of the email notification record.

[An6]

ok, but I understand that it is impossible to add the entire body of the incident (like downloading a PDF) which will be sent with details, but everything has to be added manually, e.g. Short description, priority, etc.

[Robbie]

@An6,

You do need to specify which fields you want, so in your case you will need to reference all the fields you want to display.

Did you see my response above as to why this is typically not advised? Via email there is not authentication and potential security risks, hence why you provide a link back to the system.

What happens if you print out all data (all fields) and that email is forwarded on to someone who should not have access to or be privy to the data?

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Kudos.

Thanks, Robbie