Notifications on Outage table and Service status page

[Madhuri8]

Hello All,

Service Status page: In the "service status subscription" widget, once user subscribes which notifications will trigger and who will receive them?

There are 3 OOB notifications on "cmdb_ci_outage" table: Service Outage Start, Service Outage End and Service Outage Details, but if I try based on the conditions I didn't see any email logs. In these notifications:under who will receive is event parm1 but it is actually not an email id or user id and its a cmdb_ci name, then who will receive these? I have also marked subscribable to true.

There is an OOB Business rule "Service Portal Outage Events" but the events used in this BR are different from the events in the above mentioned notifications.

I hope someone will give a clear explanation on the above.

Thank you in advance!!

[Ankur Bawiskar · Accepted solution]

Hi Madhuri,

the recipients are coming from the 3 script actions below

The 3 events are having associated script actions;

1) BR Triggers event outage.begin, outage.details, outage.delete

2) once those events are processed script action triggers

3) script actions then triggers another actual events which are associated to email and then sets the recipients for those events by picking the user

outage.begin.notif, outage.details.notif, outage.delete.notif

Give your instance name below

Script Action URL: https://<instanceName>.service-now.com/sysevent_script_action_list.do?sysparm_query=event_nameLIKEoutage&sysparm_view=

The script action queries the table and set the recipient as the user record

Kindly mark response as correct and helpful if that helps you.

Regards
Ankur

[Madhuri8]

Hi Anukur,

Thank you very much for immediate response and clear explanation, this helps in fixing my issue.

[Ankur Bawiskar]

You are welcome.

Regards
Ankur

[asifnoor]

Hello Madhuri,

The event that you see in the notifications actually triggers from teh script actions which internally trigger from an event.

If you look at the event logs of outage.begin.notif, outage.end.notif or outage.details.notif, then you will notice that cmdb_ci is in 2nd parameter of the event and the 1st parameter contains the user_id.

Hope this helps.