Notification Digest for multiple attestations

[Joe100]

There is a notification digest issue bothering us for long. 

My company uses ServiceNow GRC module to manage control attestations. When a control moves from draft/monitor state to attestation state, the system will send a notification email to the control owner by default. However, it is common that a control owner owns multiple controls and are assigned multiple attestation tasks. So he or she may receive many similar emails concurrently.

We think using the notification digest is a good idea to minimize the annoying. But a further experiment shows that the notification digest only aggregates email triggered from the same record. As the knowledge base described:

“An email digest is a single email that summarizes the activity for a selected notification and its target record during a specified time interval." 

In our case, each attestation is regarded by the system as a different record, so even we configured and enabled Digest, the system still sent a separate email for each attestation triggered.

We would appreciate it very much if anyone who has experienced the same issues can share with us the solutions.

Thank you

Joe

[G Balaji]

Hi Joe,

We're facing similar issue. 

For us, attestation notification is not firing.

Would very much appreciate if you could share any articles on Control state transition.

I'm trying to find answer for following questions,

1. When control is moved to attest state, attestation doesn't appear in "My attestations"?

2. Is there any SLA for attestation respondent to complete the attestation?

3. Apart for creating issue, what are the tasks or action items when control moves to Review state? 

4. Is there any notifications sent for each state transition ie. from review -> monitor?

Thanks.

[Chris Smith4]

Was there ever a resolution to this? 

I have a client looking to digest Control Attestations and Manual Indicator Tasks and I'm running into the same issue where it sends individual emails because the attestation is a unique Assessment Instance record and the Indicator Tasks are individual records.

Any official or internal solutions out there for this?

Thanks!

Chris

[Phil Swann]

I think digest is meant for reducing the number of notifications for a single record, so other records will not be 'digestable' ? Thats what I found when it first came out and was considered but have not revisited.

In the scenario I see here, best option may be to create a scheduled job and fire events to summarise the attestations for each user.

Also , please pay attention to the new grouped attestation feature - if you are handling large volumes! 

(curious if there might be a way to automatically group them, similar to issue group rules. just occurred to me...) 

[Dexter Parre_o]

Hi Chris,

Phil is right. This has also been asked previously here. The same thing can be done for indicators. A daily scheduled job sending a notification to each user summarizing his indicator tasks will do.

Regards,

Dexter