About the out-of-the-box (OOTB) notifications for incidents

[Reina Fujita]

I have a question regarding the out-of-the-box (OOTB) notifications for incidents.

I'm unsure about the triggers for the following notifications and would appreciate guidance on where to find this information:

• Incident - Recommendations
• Incident from Recommendations
• Incident Priority Raised
• Text Index Completed
• Text Index Document Frequency Completed

[Dr Atul G- LNG]

Hi @Reina Fujita 

The best approach is to go to PDI → Notifications → and the folder with the Incident table, then check the rules you have set. This will show you the conditions under which any notification is triggered. I doubt this is handled the way you mean by OOTB.

[Ankur Bawiskar]

@Reina Fujita 

Did you check the notification itself?

It says how it's triggered either via record insert/update OR via some event?

If it's event based then you need to search in the instance from where that event is triggered

Sometimes it could be from business rule, script include, workflow etc i.e. any server side script

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Bhuvan]

@Reina Fujita 

Check from your instance by going to Incident table -> Configure -> Notifications

Refer below to understand various triggers and how they are used in notifications,

https://www.servicenow.com/community/developer-articles/servicenow-notification-servicenow-notificat...

If you need help with specific topic, please share more information.

If this helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan

[Shashank_Jain]

@Reina Fujita ,

1. Navigate to System Notification → Email → Notifications.

2. Open the notification record you’re investigating.

3. Look at the When to send tab:

   • Record inserted / updated → means the notification is fired by data changes, with optional conditions or scripts.

   • Event is fired → means it listens for a specific event. You then need to check Event Registry and search where that event is queued (gs.eventQueue or Flow Designer).

   • Trigger / Flow → some notifications are wired to Flow Designer triggers.

That tab is always the definitive source of truth for when a notification sends.