How often have we seen users create mailbox rules to automatically filter emails from '....@service-now.com'? It usually happens when their inboxes are flooded with multiple emails for the same ticket within minutes, causing frustration — and eventually, complete disregard for all ServiceNow notifications.
Business demands often require notifications for every ticket change — updates, inserts, and comments — but this creates an overload that frustrates users and drives escalations.
Historically, analyzing this will involve digging through mail logs, manually categorizing data, and trying to make sense of patterns — a time-consuming and error-prone process.
The Yokohama release introduces the Email Notification Dashboard, allowing admins to:
- Identify top triggered notifications
- View top users receiving emails
- Track notification-heavy tables and a few others
This helps spot trends, analyze spikes, and take action — no plugins or custom setups needed.
Navigation: System Notification → Email → Email Notification Dashboard
(Image from ServiceNow Docs as my PDI didn't had much and could not post a screenshot from client environment)
In a recent engagement with a client, we observed excessive email traffic related to HR Leave Requests.
The root cause? Their Leave policy had been updated, leading to a surge in submissions — and the system was set to send an email for every single status change and using the dashboard, we quickly pinpointed the issue.
Fix:
- Added a dropdown to categorize Leave requests (Policy Enquiry vs. Others) at the service level
- Limited notifications for Policy Enquiries to just Open and Closed states by creating a new notification
- Used advanced scripting to suppress unnecessary alerts from other notification which was a problem
All-in-all Email Notification Dashboard helps cut noise, improve user experience, and enable smarter, data-driven communication across the platform.
ServiceNow documentation for additional details.
