RITM notification configuration

[Priya V M]

I have configured notification in which i have content to be added in notification and each of the notification has different content(around 12 notifications are configured RITM+SCTask) . I have also created template for RITM table and SCTask table and they have additional details like RITM/SCTask number, catalog item etc.
expectation is that when i preview the notification both the content added in notification along with the additional details added in the template to be visible.
Please let me know if that is possible to achieve.

[Ashish1116]

Yes, it's possible.

Just ensure:

• Your template includes ${message} to inject the notification-specific content.
• Your notification selects the correct template and includes the custom message in the Message field.
• The template is for the same table as the notification (e.g., RITM or SCTask).

Then, on preview, both the template and notification content will be visible.

[Priya V M]

is it possible if i have different content for every notification

[G Ponsekar]

Hi @Priya V M ,

It is possible.

you need to create mail script with code

template.print(email_action.template.message_html);

And call this mail script in each of your notifications like below:

${mail_script: <mail_script_name>}

And then Preview your notification. Now it will show both the content present in your template and present in your notification

Make sure you have included template in your notification and both template and notification points to same table as well

Please mark helpful and correct if it works for you

Thanks, GP

[Community Alums]

hi @Priya V M ,

Yes, it is possible to achieve what you want — to show both your custom notification content and the standard template details (like RITM / SCTask number, catalog item name, etc.) when you preview or send the notification. Here’s how it generally works and what to check:

When you configure a notification in ServiceNow, there are two layers:

• The notification body (the message HTML/text you write directly in the notification record)

• The email template that you attach to the notification (under the Template field)

When the notification is triggered, ServiceNow combines the two:

• It first takes the content from the notification itself.

• Then it merges the template content, placing the notification content wherever you use the ${message} variable inside the template.

So, to achieve what you expect:

1. Open your email template (on the RITM table, for example).

2. Make sure the template body includes ${message} where you want your custom notification content to appear.

<p>Dear user,</p>
<p>Here are the details:</p>
<p>Number: ${number}</p>
<p>Item: ${cat_item.name}</p>
<p>Status: ${state}</p>
<hr/>
<p>${message}</p>

1. Then, in each notification, add the unique text/content you want for that particular case.

When you preview or send the notification:

• ServiceNow replaces ${message} in the template with the notification content.

• The other fields (like ${number}, ${cat_item.name}, etc.) are populated from the record.