Custom Notifications

[Jon23]

We have a requirement where our Service Catalog owners would like to manage the body of their custom notifications in production.

I'm currently looking at using block content records, but curious if there is a better alternative.  At this point all text would be static so i would call the blocks via a mail script.  Any dynamic pieces would be part of a template so they are consistent across notifications.

[Omender Singh]

Hi @Jon23 

You're right — Block Content is the easiest native option for static editable content in notifications. But if you're looking for alternatives, here are two worth considering:

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 1. Custom Content Table

• Create a simple scoped table (e.g., u_notify_content) with a rich text field.

• Give catalog owners access to edit via a UI page or form.

• Fetch it in mail scripts like this:

var gr = new GlideRecord('u_notify_content');
gr.get('your_record_sys_id');
template.print(gr.body);

Useful if you need version control or approval flows later.

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 2. Knowledge Base Article

• If the content is strictly textual and doesn’t need formatting logic, you can pull from a published KB article.

• Easy for business users to update.

• Just ensure you filter by KB + article ID in your script.

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Between the three, Block Content is still the lightest and most secure, but yes — the above two can give you more control if needed.