Notification to external users

[JPSS]

When an incident ticket is resolved a notification should be triggered to Impacted users With body

Your Incident ticket is resolved.Click here to go to the  ticket  ( this body is for internal users

Your Incident ticket is resolved ( this body is for external users)

How can we achieve this.Please help

[SatyakiBose]

Hello @JPSS 

A simple approach would be to have 2 separate email notification script where you can add the query conditions for internal and external users, and then call the notification script in the actual notification.

A sure, there has to be some classification done to identify the users as internal or external.

[manjusha_]

Hi JPSS,

You have to create email script and in email script you have to specify body content for internal and external users.

Call this email script in notification body.

Check below link for your reference.

https://docs.servicenow.com/bundle/rome-servicenow-platform/page/script/server-scripting/reference/r...

Thanks,

Manjusha Bangale

[Gaurav Shirsat]

Hello @JPSS 

You can create notification with the below conditions.

First Create Notification in sysevent_email_action table.(All-->sysevent_email_action.LIST>Enter-->New)

You can add more filter conditions for your assignment or receiver group by  doing .walk too

Now add receiver Group

Finally You can add your Email Body. If you have some static and Dynamic Content such as Incident Table Fields Values such as Number/Short Desc /Priority move them from Right Slush bucket.

If values are set in email script as your company, please find syntax to call email script.

Mark my Response as Correct or Helpful, if you find it Appropriate.
Gaurav Shirsat : ServiceNow Community MVP 2022
https://www.linkedin.com/in/gauravshirsat/